Qantas disinterest

[Fishhead]

Last year I made the decision to stop flying Qantas (OK, enough sectors to maintain lifetime Gold) after 14 years (the last 8 as a PLatinum member, now lifetime Gold). I had become fed up with the declining service and declining perks of being a Platinum member so I took advantage of Virgin's offer to recognise my status (very smart move), and transferred my $25K-$30K annual airfare spend. Sure enough my Qantas status has been downgraded (still waiting for the new card). What amazes me though is that there has not been any interest form Qantas in my sudden lack of bookings. Surely they can monitor maor changes in booking activity and recognise someone who has bailed out. A quick call to find out whether I had a new job or some other reason for not flying or I had transferred to their major competitor would seem a good idea. Its not like I haven't written to them (even to the Chairman) or filled out innumerable surveys. Its kind of like nobody gives a rats.

So, whilst Qantas unveils its new uniform and other razzle dazzle, maintaining so called loyalty seems a long way down the list and with new airlines servicing Australia and servicing the ports I frequent most (mainly Asia) Qantas needs to focus on mainting its support base. Its all very well to point to the link with Jetstar in terms of Asia but getting into a lounge is a common challenge (try Denpasar or Ho Chi Minh City).

So, sorry Qantas, I may not be Chairman Lounge material but I still spent about half a million dollars over 15 years and its now going somewhere else.

 

[drewbles]

I know several WP's who have 'made the switch' to VA, even dating back to the old DJ days prior to WP and any matches.

They dropped from several years as a solid WP to nothing. Not one email/call from QF, just the downgraded pack every year.

QF don't care about it. They know they have most WP's by the proverbials (ie Direct Sweep CC's, tie-in's with Optus etc and a large FF balance that people want to grow).

Of course, it's not that hard to make the switch if you plan and think about it, but for most people it's just easier to stay put.

 

[kirstyoz]

I've been living in Australia for the last 8 years and I have found the quality of Qantas service has dropped significantly in that time.

One one occasion my husband and I got severe food poisoning on a flight from Perth to Singapore (we hadn't eaten at all that day and were rushing around) and it cost us almost $2000 for a doctor to attend to us, and the trip was still spent in the hotel room vomiting. In the taxi on the way to the airport Todd lost consciousness and started to vomit and choke - I thought he was going to die. So I write to them... and they basically told me to piss off. Not even an apology.

The flight had been delayed as the power generator wasn't working and I figured the chicken had been sitting with no refrigeration for those hours. But they claimed no one else had said they were sick so it wasn't their problem.

Anyway, the tone of the whole thing was really derisive and that put me waaaaaaay off. We are currently evaluating whether to leave the program and go to virgin ourselves. Do you find there are many differences between Qantas and Virgin flights?

 

[dajop]

Same experience after 9 years of WP, downgraded like as expected. like clockwork. But really - we don't matter - individually we are all a very small part of their business and as long as there is someone to take your place, you don't matter (now WP1's may be more important, so may get different treatment).

Although, this also applies to other airlines , just being a small cog ... but then again, after 4 years of being SQ PPS I had a low flying year and was comped with a letter recognising that some years may be more difficult than others.

 

[drewbles]

I've been living in Australia for the last 8 years and I have found the quality of Qantas service has dropped significantly in that time.

One one occasion my husband and I got severe food poisoning on a flight from Perth to Singapore (we hadn't eaten at all that day and were rushing around) and it cost us almost $2000 for a doctor to attend to us, and the trip was still spent in the hotel room vomiting. In the taxi on the way to the airport Todd lost consciousness and started to vomit and choke - I thought he was going to die. So I write to them... and they basically told me to piss off. Not even an apology.

The flight had been delayed as the power generator wasn't working and I figured the chicken had been sitting with no refrigeration for those hours. But they claimed no one else had said they were sick so it wasn't their problem.

Anyway, the tone of the whole thing was really derisive and that put me waaaaaaay off. We are currently evaluating whether to leave the program and go to virgin ourselves. Do you find there are many differences between Qantas and Virgin flights?

Whilst not defending QF, remember food poisoning can take 24-48 hours to actually take affect. It's quite possible that it was not QF's fault on this occasion too.

 

[mannej]

I've been living in Australia for the last 8 years and I have found the quality of Qantas service has dropped significantly in that time.

One one occasion my husband and I got severe food poisoning on a flight from Perth to Singapore (we hadn't eaten at all that day and were rushing around) and it cost us almost $2000 for a doctor to attend to us, and the trip was still spent in the hotel room vomiting. In the taxi on the way to the airport Todd lost consciousness and started to vomit and choke - I thought he was going to die. So I write to them... and they basically told me to piss off. Not even an apology.

The flight had been delayed as the power generator wasn't working and I figured the chicken had been sitting with no refrigeration for those hours. But they claimed no one else had said they were sick so it wasn't their problem.

Anyway, the tone of the whole thing was really derisive and that put me waaaaaaay off. We are currently evaluating whether to leave the program and go to virgin ourselves. Do you find there are many differences between Qantas and Virgin flights?

Just pointing out a fact that it may not have been the QF food, as food poisoning can have a varied incubation period.

I have suffered a severe bout of food poisoning the day after returning from KL one time. Thought it was the plane food until I found out a colleague (different flight) had it the exact same time I did. We both ate the same meal on the last night so we put two and two together.
The Hilton PJ didn't want to have a bar of it, so I imagine that without proof, a lot of companies will deny any food poisoning claims.

 

[kirstyoz]

Just pointing out a fact that it may not have been the QF food, as food poisoning can have a varied incubation period.

I have suffered a severe bout of food poisoning the day after returning from KL one time. Thought it was the plane food until I found out a colleague (different flight) had it the exact same time I did. We both ate the same meal on the last night so we put two and two together.
The Hilton PJ didn't want to have a bar of it, so I imagine that without proof, a lot of companies will deny any food poisoning claims.

Totally fair comments. I didn't go in to the full details of the thing... horrific as it was. The doctor, who seemed very professional, actually wrote a 'note' saying in his opinion it was food poisoning whcih Qantas had. There were other factors too... too much to go into. Years on I'm still pretty convinced it was the plane food, but that said, I'll never know for certain and I do accept that.

I guess my main gripe was that even if they didn't want to accept responsibility for it, just a basic level of courteousness would have been nice.

 

[lovestotravel]

By the same token, but not in the same league as $$ spend, I used to fly exclusively with Virgin and was well over 1600 SC's in a 12 month period.

Haven't flown VA for nearly 10 months, and not one email or phone call from VA

For a smaller company I did expect some sort of call/email to say "what have we done"

 

[mannej]

Totally fair comments. I didn't go in to the full details of the thing... horrific as it was. The doctor, who seemed very professional, actually wrote a 'note' saying in his opinion it was food poisoning whcih Qantas had. There were other factors too... too much to go into. Years on I'm still pretty convinced it was the plane food, but that said, I'll never know for certain and I do accept that.

I guess my main gripe was that even if they didn't want to accept responsibility for it, just a basic level of courteousness would have been nice.

I totally understand having been in a similar situation myself. The Hilton PJ were pretty unapologetic and dismissive of my experience

 

[Inver]

It would be an easy thing to automate for the airlines. Even a generated email asking if anything is wrong would be better than no acknowledgement at all but they don't have the time and don't care.

 

[simongr]

For many here an automated email would be a bigger snub than no contact.

 

[lovestotravel]

It would be an easy thing to automate for the airlines. Even a generated email asking if anything is wrong would be better than no acknowledgement at all but they don't have the time and don't care.

Yep and both airlines are the same!

 

[bossreggie]

I think Ћ reality is we are all small fish when we think about it. I probably travel more than most and no airline would miss me.

I think Qantas does a pretty good job looking after its top frequent flyers really. I've been quite happy with Ћ treatment I've received as a WP and above.

I'd also add that Virgin and Emirates have also looked after me very well.

 

[ajw373]

Totally fair comments. I didn't go in to the full details of the thing... horrific as it was. The doctor, who seemed very professional, actually wrote a 'note' saying in his opinion it was food poisoning whcih Qantas had. There were other factors too... too much to go into. Years on I'm still pretty convinced it was the plane food, but that said, I'll never know for certain and I do accept that.

I guess my main gripe was that even if they didn't want to accept responsibility for it, just a basic level of courteousness would have been nice.

What was your expectation of them then? Really not sure what they can do after the fact, especially when it would be hard to prove it was the food, and a note from a doctor doesn't really cut it.

 

[drewbles]

For many here an automated email would be a bigger snub than no contact.

An automated email with a 10% off your next flight wouldn't

 

[medhead]

They can't even work out that I fly in one direction with them most weeks but not the other. I can understand that a complete stop to flying might be due to changed circumstances and hence ignored. But I just don't understand why someone isn't asking how I get back every week to take the same flight. "They're still flying us but why not in both directions?"

 

[Paddy55]

I suspect their IT systems focus is transactional rather than Business Intelligence / Customer Focussed, which makes sense, but it would be nice if the could 'see' the value of WP business like we do.

 

[puppysparkes]

Whilst not defending QF, remember food poisoning can take 24-48 hours to actually take affect. It's quite possible that it was not QF's fault on this occasion too.

Not necessarily, it's dependent on the type of pathogen. Symptoms can appear anywhere from a few minutes to between 1-24/48 hours after consumption. Quicker for at risk groups elderly, children, immunocompromised people etc.

 

[maninblack]

Last year I made the decision to stop flying Qantas (OK, enough sectors to maintain lifetime Gold) after 14 years (the last 8 as a PLatinum member, now lifetime Gold). I had become fed up with the declining service and declining perks of being a Platinum member so I took advantage of Virgin's offer to recognise my status (very smart move), and transferred my $25K-$30K annual airfare spend. Sure enough my Qantas status has been downgraded (still waiting for the new card). What amazes me though is that there has not been any interest form Qantas in my sudden lack of bookings. Surely they can monitor maor changes in booking activity and recognise someone who has bailed out. A quick call to find out whether I had a new job or some other reason for not flying or I had transferred to their major competitor would seem a good idea. Its not like I haven't written to them (even to the Chairman) or filled out innumerable surveys. Its kind of like nobody gives a rats.

So, whilst Qantas unveils its new uniform and other razzle dazzle, maintaining so called loyalty seems a long way down the list and with new airlines servicing Australia and servicing the ports I frequent most (mainly Asia) Qantas needs to focus on mainting its support base. Its all very well to point to the link with Jetstar in terms of Asia but getting into a lounge is a common challenge (try Denpasar or Ho Chi Minh City).

So, sorry Qantas, I may not be Chairman Lounge material but I still spent about half a million dollars over 15 years and its now going somewhere else.

My situation and yours are very similar. The more they downgrade long term customers the more likely we are to go elsewhere. I also took the VA status match and most of my domestic travel is now with them. (good play VA) I am also LTG but now have my OW Emerald elsewhere. Not a word from QF as to why my bookings (and my family bookings and my business bookings have been in severe decline) QF also now fly through Dubai which holds no interest for me whatsoever whereas I love going to HKG and SIN. So it's kind of au revoir Qantas. If you don't give a stuff about me why should I give a stuff about you.

One thing all of us have to get over is that they are not our national carrier. They are now just a business and they need to earn customer loyalty. It's not the other way round as the airline marketing spinners would have you believe.

 

[rotor]

"Symptoms usually take between a few hours to a few days to begin and may last for a few days, depending on the type of pathogen."

Source: Food poisoning | NSW Food Authority