QANTAS First Class.. now you have to beg for socks and a comb!

[pax1a]

Just flew to London with Qantas in the pointy end, now this is going to sound like classic “pedantic wanker” but as per other posts, they have just revised the first class amenities kit, so I thought I’d include a picture…

http://www.frequentflyer.com.au/community/attachment.php?attachmentid=83&stc=1&d=1178023291
That's all folks!!!!

Now Qantas has always been a bit behind the eight ball on the amenities kit, they always looked a bit cheap….. but why would you re-designed the First Class amenities kit with Ear plugs, Lip Balm, Moisturizer, a mint, and Shaving Cream …. No Razor, No toothbrush, No mouthwash, No comb, No socks, No eye-shades, No bloody nothing. It’s a joke. There is a card in the amenities kit which does say you can ask for additional items like a razor or socks from the crew, but if I’m traveling first I don’t expect to have to beg for something so basic.


The conservation went along the lines of:-
Me "There are no socks! (shock horror)"
QF "No - Now you have to ask for them"
Me "Could I get some socks"
QF "I'm not sure, I'll have to go and see if we have any"



Akira Isogawa has also redesigned the Sleeper suits. At least the old ones had a bit of give where needed, but these new ones are designed for athletic 25 year olds. Maybe Mr Isogawa should have stuck his head in the first class cabin and had a look at the people there, not a lot of first class passengers have the physique of a tri-athlete (ok there are a couple).

I really would mind so much, but it’s getting hard to find the value in Qantas’s First class. Qantas First class is expensive compared to a lot of other airlines, In Flight Service is marginally better than the US carriers, the seats are getting old, poorly configured and crammed in, Screens are small (Movie selection is OK), Neil Perry’s food is boring and dated – and it seems like the first class cabin is always full to the brim with non-paying customers (Staff and family members of Qantas staff). Half the time with Qantas I get the feeling I’m the only one paying to travel first class.

I do a *lot* of travel with a *lot* of airlines and I’m surprised that Qantas has lowered the bar, when others are taking it up a notch.

Now I imagne there are a few people who won't understand where I am comming from and think “pedantic wanker” but don't get me wrong I'd prefer to support Qantas but it's hard when you are getting so little perceived value.
.

What ever happed to the good old days, when the amenity kits included Hermes aftershave, they served caviar and good champagne, and it felt like first class not just Business Class with older seats. Maybe we should bring back the flying boats



Pax

 

[timekeeping]

Quite right about having to beg for socks and an eyeshade.

On the other hand, I have to say that the socks with rubber studded soles (in J) are great. Not more slipping and sliding around.

 

[maninblack]

QF first class has never been anything great, and that kit does look appalling. As soon as I saw all that cough about Isogawa et al, I just new it was all a cover up for the fact that QF hasn't updated its first class cabin.

Many of us are sick of premium product providers who deliver mostly hype and little substance, thats because they actually have no idea what "real" customers want. They have a marketing school perspective about aspirational behaviour. A bit like Amex Centurion, they have no idea either. Does some 25 year old marketing girl sitting in a corporate office in Sydney really have the slightest clue what a broad range of successful customers want, not a chance.

If you paid for your ticket, chances are you are the only one who did, enjoy that fact. And as for the cook with the pony tail...nuff said.

 

[simongr]

Hmm - I dont get to fly in F much at all but dont think you are being pedantic. However there was some similar debate regarding the new J amenity kit. A number of people are pretty relaxed about asking for some stuff as it does save on waste. I have never used the comb, eyeshades, shaver or socks in the amenity kits (F & J) - so I appreciate that there is less waste now. It would be appalling to be told "only if we have some" - they should pack enough and then just top up - its not like they could be wasted...

I think the problem with the F seats now being a bit dated is that the delay in the delivery of the A380 has driven the delay in revamping the fleet. I believe that QF wanted to launch the new seats in the A380 and then roll out to other parts of the fleet - well that was what I read here some time ago...

 

[Kiwi Flyer]

Hmm - I dont get to fly in F much at all but dont think you are being pedantic. However there was some similar debate regarding the new J amenity kit. A number of people are pretty relaxed about asking for some stuff as it does save on waste. I have never used the comb, eyeshades, shaver or socks in the amenity kits (F & J) - so I appreciate that there is less waste now. It would be appalling to be told "only if we have some" - they should pack enough and then just top up - its not like they could be wasted...

I think the problem with the F seats now being a bit dated is that the delay in the delivery of the A380 has driven the delay in revamping the fleet. I believe that QF wanted to launch the new seats in the A380 and then roll out to other parts of the fleet - well that was what I read here some time ago...

That was what SQ wanted also, but there came a point where they decided to launch new product with 77W.

 

[simongr]

That was what SQ wanted also, but there came a point where they decided to launch new product with 77W.

And you arent a big fan I believe so maybe new is not always best

 

[NM]

That was what SQ wanted also, but there came a point where they decided to launch new product with 77W.

Nice to have some new aircraft entering the fleet in which to use for a new product intro. QF is not in such a position, and does not have the fleet capacity available to allow a new product roll-out before the A380 comes on board.

Yes, it is annoying, and yes the QF premium cabins are no longer keeping pace with the new products offered by other airlines. But as the OP noted, that is no excuse for cheapening the overall product through other cuts. F passengers should not need to ask for anything - even their glasses should be topped up without asking.

I have no problem with them removing some items from the amenities kits and making them available as needed, but the passenger should be asked what amenities they would would like, rather than the passenger having to initiate the request. And not having enough on board is very bad form for an F product.

 

[Kiwi Flyer]

And you arent a big fan I believe so maybe new is not always best

I think the new first & business are better than the "old" first & business.

SQ F on 77W is only minor improvement on 747 in my view - while more exclusive and roomier, the seat is too wide and lack of storage a problem. I also don't like the surcharge and restricted availability on paid and especially awards, although I understand why. Any disappointment is more of the variety - with all the hype it could have been better. I understand some touches have been held back for A380.

SQ C on 77W is significant improvement on 747/777, although if not in bulkhead row may be problem if tall and claustrophobic.

 

[Kiwi Flyer]

Yes, it is annoying, and yes the QF premium cabins are no longer keeping pace with the new products offered by other airlines. But as the OP noted, that is no excuse for cheapening the overall product through other cuts. F passengers should not need to ask for anything - even their glasses should be topped up without asking.

I have no problem with them removing some items from the amenities kits and making them available as needed, but the passenger should be asked what amenities they would would like, rather than the passenger having to initiate the request. And not having enough on board is very bad form for an F product.

Agree fully.

 

[maninblack]

Yep, that old A380 problem again. Still even more reason why they should lay on the best service possible for F passengers rather than reduce it. That includes the kits. Little things do matter.

 

[spiggy_topes]

Now Qantas has always been a bit behind the eight ball on the amenities kit, they always looked a bit cheap….. but why would you re-designed the First Class amenities kit with Ear plugs, Lip Balm, Moisturizer, a mint, and Shaving Cream …. No Razor, No toothbrush, No mouthwash, No comb, No socks, No eye-shades, No bloody nothing. It’s a joke. There is a card in the amenities kit which does say you can ask for additional items like a razor or socks from the crew, but if I’m traveling first I don’t expect to have to beg for something so basic.

Very odd. I flew SYD-SFO on Sunday in F and couldn't fault the service. Just looked at the amenities kit and it had everything on your list except the mouthwash (I seldom use it in-flight but they make good presents).

What you describe sounds more like the amenities kit that BA give out - horrible furry case with not much inside. Not worth keeping.

It doesn't make much sense for Qantas to let standards drop in F, particularly on the Kangaroo route where there is so much competition. I wonder what's going on?

 

[pax1a]

Nope, this wasn't a British Airways BAG as they call, it was Qantas.

The insert in the kits reads (after 5 pages of marketing hype about how wonderful all these people are)…..last page….

Additional Comfort Items
We reaslise your needs are individual, so in addition to the Amenity Collection provided, a selection of comfort items are available from our cabin crew.
These items include Kevin Murphy hairbrush or comb, toothbrush and Colgate toothpaste, Gillette razor, cotton knotted socks, Akira designed slipper and luxury Akira eyeshades.


This is quite irrational to be whining about maybe $5 worth of amenities, but when traveling first you have a high expectation, add all this marketing hype and that expectations increases, then when Qantas under deliver - I feel; like I am being tricked!

I have only had 1 QF flight since the intro on the new kits, so maybe Qantas have changed the kit since I flew, I did quiz the Crew about the kits, and they said that was it!

Very odd. I flew SYD-SFO on Sunday in F and couldn't fault the service. Just looked at the amenities kit and it had everything on your list except the mouthwash (I seldom use it in-flight but they make good presents).

What you describe sounds more like the amenities kit that BA give out - horrible furry case with not much inside. Not worth keeping.

It doesn't make much sense for Qantas to let standards drop in F, particularly on the Kangaroo route where there is so much competition. I wonder what's going on?

 

[spiggy_topes]

This is quite irrational to be whining about maybe $5 worth of amenities, but when traveling first you have a high expectation, add all this marketing hype and that expectations increases, then when Qantas under deliver - I feel; like I am being tricked!

Your experience bears out what I've noticed on quite a few international Qantas flights recently - that the standard of service can vary widely.

Last June I flew BNE-HKG-LHR in economy with my two teenage kids. Didn't expect much, but things varied from the purser noticing I was Platinum (HKG-LHR) and offering 'anything he could do to make things more comfortable', to the cabin crew gossiping so intently that they forgot to offer my daughter a meal - and then got stroppy when I asked them when it was coming (LHR-HKG). Didn't fly QF long-haul for a long time after that...

This doesn't apply to Qantas domestic, where service seems consistently OK, even in economy. I wonder why?

 

[Tooner]

I have no problem with them removing some items from the amenities kits and making them available as needed, but the passenger should be asked what amenities they would would like, rather than the passenger having to initiate the request. And not having enough on board is very bad form for an F product.

I agree NM. I think it's more about expectations and service perceptions than a right. When I fly whY I expect nothing. If I am lucky enough to fly J, I'm happy to be told things are available, just ask, as the staff tend to be more pleasant. If I am flying F, the conversation should be "what other incidentals would you like to go with the amenities kit. no problem sir/Madam I'll be right back.

In my very limited experience in F (before the recent changes), this was the level of service. The experience outlined in the OP seems odd.

 

[simongr]

I am suspecting that the FA had their head bitten off by the first PAX presented with the reduce amenity pack and the second and the third and by the time they got to the OP were a bit over the whole thing...

 

[Tooner]

I think that is a given!

 

[maninblack]

The Qantas website actually states the the (missing) items will be available from the cabin crew. Fancy paying these sort of $$$ and having to ask for the socks or the toothbrush Qantas management who make these ridiculous decisions really are a pack of fools, you really wonder what gets into them to save a few pennies. Since the completion of Skybed installation I have only flown in QF first on one trip and probably won't again until they upgrade their product. Though I see that the J class amenity kit has been downgraded too. I don't use face cream QF but I do want a pair of socks and a toothbrush. I am sure that the FA's are really going to love taking 64 individual orders from J class passengers for socks, toothbrushes, razors and combs etc. just creating a ridiculous amount of extra work for them. Hopefully they will be so annoyed by this that they give QF management a piece of their mind. :!:

 

[aus_flyer]

I know Qantas flight attendants are furious about some of the changes.

Apart from the changes to the kits, the First flight attendants are going crazy about the new champagne glasses - they have a small base on them and keep falling over

 

[simongr]

On my last QF J flight the FAs had a little trolley with the kits and the extras so no extra orders were taken.

 

[Dave Noble]

The Qantas website actually states the the (missing) items will be available from the cabin crew. Fancy paying these sort of $$$ and having to ask for the socks or the toothbrush

I cannot see an issue with this. There are a lot of people who do not want these items and , like me, end up with lots of packets of unopened amenity kits. Having them available on request seems a sensible approach as long as (a) the crew are aware and (b) they load an appropriate number of them

Dave