Qantas disinterest

[ashleyn]

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.

If I read the reports correctly, QF domestic and Int moved around 19m pax in the last financial year. It never ceases to amaze me how people think they are somehow important to the business based on those sorts of numbers.

 

[moa999]

It's funny.
I seem to think Virign doesn't even want new business.

I recently tried to sign a small company I am doing some consulting work for to Virgin Accelerate.
Probably averaging $40k Virgin, $20k Qantas, $15k various intl on a semi-BFOD policy.

Over a week after using the signup form, two calls still yet to hear back.

 

[chrisb]

It never ceases to amaze me how people think they are somehow important to the business based on those sorts of numbers.

They're important because it's important to know what your customers are thinking. WP and WP1 clearly know your product well and if they suddenly choose to leave then maybe it's worth looking into why so you can hopefully learn from it.

I'm not suggesting they directly do anything to stop it, but they should at least take an interest in what upsets their customers enough for them to change their habits. This especially applies with the VA status match. I would hope they would take the chance to learn why a loyal customer chooses to move over to the competition.

It's all part of customer satisfaction, branding and marketing.

 

[Supersonic Swinger]

Having previously had status on Delta, AA, and Singapore, I can confirm this is not just a Qantas specific issue.

 

[maninblack]

If I read the reports correctly, QF domestic and Int moved around 19m pax in the last financial year. It never ceases to amaze me how people think they are somehow important to the business based on those sorts of numbers.

Every customer is important, especially those at the premium end. For every person who expresses a negative view there are likely to be many more who think it also. Businesses that adopt the sort of attitude you suggest (and I'm not saying Qantas do or don't) are bound to fail.

 

[chocsaway]

It's a bit of DYKWIA discussion really isn't it? An individual can have loyalty cards with Woolworths and Coles and spend between $8 and 15k per annum on groceries and we don't all get upset if Coles don't write to us and ask "where have you been? Have we upset you?" But our expectations from Qantas seems to be so much higher - given of course the $ exchange is also higher maybe that's right . But regardless, I wouldn't expect an airline to be admitting liability for.an unproven food poisoning case unless several passengers ate the same thing and were all ill and airlines must have to accept that sometimes it's as simple as the timings they offer don't suit a customer or flying patterns have changed for business reasons. For I am sure for every person who's flying reduces that is an equal and opposite effect as the flying patterns of another customer increases....
Just my view as I think Qantas do a pretty good job
Chocsaway

 

[Paddy55]

Every customer is important, especially those at the premium end. For every person who expresses a negative view there are likely to be many more who think it also. Businesses that adopt the sort of attitude you suggest (and I'm not saying Qantas do or don't) are bound to fail.

I agree, and it's not too hard to focus on the high $$$ corporates, and high status pax... as long as you have a corporate culture that values those customers.
That's what I sometimes question with QF

 

[AIRwin]

It's a bit of DYKWIA discussion really isn't it? An individual can have loyalty cards with Woolworths and Coles and spend between $8 and 15k per annum on groceries and we don't all get upset if Coles don't write to us and ask "where have you been? Have we upset you?" But our expectations from Qantas seems to be so much higher - given of course the $ exchange is also higher maybe that's right . But regardless, I wouldn't expect an airline to be admitting liability for.an unproven food poisoning case unless several passengers ate the same thing and were all ill and airlines must have to accept that sometimes it's as simple as the timings they offer don't suit a customer or flying patterns have changed for business reasons. For I am sure for every person who's flying reduces that is an equal and opposite effect as the flying patterns of another customer increases....
Just my view as I think Qantas do a pretty good job
Chocsaway

Actually I have received emails from Woolworths after a period of inactivity on my EDR, albeit offers to entice me to start spending with them again rather than something with a more personal touch... And I'm by no means a BIG spender with them, so if they can do it why not QF?

 

[oz_mark]

I agree, and it's not too hard to focus on the high $$$ corporates, and high status pax... as long as you have a corporate culture that values those customers.
That's what I sometimes question with QF

There's also a view in certain circles, that once a customer has packed up and gone, it is too late to do anything about it.

 

[Robert K]

Would them asking have made you stay? Would they have likely rectified what your gripe was?

 

[UP4014]

Hmm, so the OP comes out saying they have stopped using QF and gives some reasons. But then complains when QF don't contact him about his reduced travel.

if you've stopped using them then be pleased they haven't wasted your time by asking to you to read a letter then have to throw it in the bin.

if I stop using say my local car dealer to service my car I would be greatful if they did stop contacting me.

isnt this is good story, you wanted to stop using QF and they stopped contacting you. Sounds ideal to me.

m

 

[chocsaway]

Actually I have received emails from Woolworths after a period of inactivity on my EDR, albeit offers to entice me to start spending with them again rather than something with a more personal touch... And I'm by no means a BIG spender with them, so if they can do it why not QF?

Maybe that's what Qantas call a red deals email?
Chocsaway

 

[lovestotravel]

It's a bit of DYKWIA discussion really isn't it? An individual can have loyalty cards with Woolworths and Coles and spend between $8 and 15k per annum on groceries and we don't all get upset if Coles don't write to us and ask "where have you been? Have we upset you?"

Woolworths constantly send me "we miss you" emails when I haven't been there for a while

 

[chocsaway]

Woolworths constantly send me "we miss you" emails when I haven't been there for a while

Clearly Woolworth's DO know who you are
Chocsaway

 

[Edge]

i find this a really interesting discussion. if i was a shareholder i'd be very disappointed to hear this.

although "data" is getting so much press at the moment, the practical use of data is something that so many companies are struggling to come to terms with.

there is absolutely no excuse for qantas to not personally contact anyone that has held platinum for a few years and then dropped back. usually it comes back to a lack of resources... i know what i would be doing if i worked there..

 

[jdp]

Loyalty programs are all about your loyalty to the provider, not their loyalty to you. To repeat - QFF is not about Qantas' being loyal to you, it's about you being loyal to Qantas and ways to drive that. While it's worth them knowing why you left, and they should and do seek feedback on customer experiences (they have their ways), on a cost/benefits basis chasing every individual - even high loyalty individuals - who are disgruntled is not profitable.

A better investment is to track trends over the market, which I'm sure they do well.

I've seen as I moved up in status over the years that the random bonuses dropped off. As a Gold or even as a Silver I would frequently get an op-up to say "fly with us more". Now as a WP and flying every week on a cheapest fare (global company policy - while we're talking about not valuing the individual there's somewhere to start) Qantas have realised that they're basically getting all the blood from this stone that they're likely to see so there's little point "investing" in me with op-ups or special deals. For a while there a CSM would even greet WP's on domestic flights down the back of the plane, but haven't had that happen in maybe two years (nor on an international flight since June last year).

I am absolutely not surprised about this, and even though I'd love Qantas to treat me like royalty I realise that they have other business priorities than the relatively tiny amount I contribute every week to their top line.

I should point out I generally find Qantas staff to be very pleasant and well trained, and the domestic product does what it says on the label. There were a couple of years where every fourth flight was delayed by a broken APU or other issue but the last 18 months the product has been very reliable - issues out of their hands notwithstanding like the recent evacuations of Air Services and their load calculation team building, both of which affected me by about 20 minutes. I've dabbled with Virgin and Jetstar in the past year and found Virgin to be a noticeably nicer customer experience in almost every aspect than Qantas but in both airlines every flight was significantly delayed or some other issue. International economy with Qantas is however a pretty unpleasant place to be.

I do however fly Air Niugini a few times a year which gives a great contrast of service for an economy seat - their service is what air travel used to be like - a real customer focus with great meals and staff who seem to genuinely want you to be their customer, but always, always late.

BTW - not a Qantas shareholder or affiliated with the airline industry.

 

[nlagalle]

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.

I could say the exact same about VA, but like many have mentioned it isn't unique to Qantas. The fact they have over 9 million FF accounts, and even if 1% were Plats, thats still over 90,000 people to potentially call.

Would them calling you made you fly Qantas again?

 

[oz_mark]

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

But it doesn't really address the issue of why you left. Would a one off 10% discount be any good at getting you back on board apart from that one flight?

What drives a supermarket customer, and what drives an airline customer are a bit different.....

 

[lovestotravel]

i find this a really interesting discussion. if i was a shareholder i'd be very disappointed to hear this.

although "data" is getting so much press at the moment, the practical use of data is something that so many companies are struggling to come to terms with.

there is absolutely no excuse for qantas to not personally contact anyone that has held platinum for a few years and then dropped back. usually it comes back to a lack of resources... i know what i would be doing if i worked there..

Cost vs Benefit

Virgin don't call people either and they would have a far smaller Platinum base than Qantas and are usually more aggressive with their marketing.

As others have said a 10% off voucher or a phone call wouldn't get me back on Virgin, without listing my issues which most on here have heard 1000 times it doesn't really solve anything...

Would it be nice to receive a phone call - Yes - I'd give my feedback and hope that it actually goes somewhere in the pool of "feedback" and that something would change from it.

 

[opusman]

I think people expect too much of airline loyalty programs. The benefits you get from status with Qantas are unmatched by pretty much any other company in Australia. I spend at least as much on my mortgage as I do on travel, and I don't remember my bank ever giving me access to a lounge with free food and booze and priority customer service.