Qantas is sorry (again)

[jpp42]

No business lounge vouchers or status extension to go with that apology? :\

After the lockout in 2011 (?), they issued first class lounge vouchers to some...

 

[PineappleSkip]

I share more information about the actions we’re taking to once again be the national carrier Australians are proud of.

The video says very little more than the email does, but...

And we're giving our frontline teams more flexibility to better help you when things don't go to plan.

Nooooo, I don't want more flexible incompetence. I want call centre staff who know what they're doing.
Without competence you're just going to have bigger screw ups, with the risk that operational managers will emasculate them again.

Like: offer something more than "Make your own toastie" at their $600 (list) per year qantas club lounges.

Would a push button pancake maker do the job?

Batch seems more fair than the proposed 2 seats per class released at 360ish days out and then random ones closer to departure,

I don't think so, especially if it's another token batch. With the random token releases you don't know when to put your picks in. It's a lotto draw, but even with lotto you know (or ought to know) when the draw is.

 

[Seat0B]

Have they taken that away? I missed that "enhancement" if so...

Not yet! I just meant that if they changed to allocate say 2 seats per class per flight as suggested by someone upthread, that would only be a good move if you could still call up for more seats if you needed them. I personally think 2 seats per flight is not enough. No family would ever be able to get a trip.

 

[Lynda2475]

Batch seems more fair than the proposed 2 seats per class released at 360ish days out and then random ones closer to departure,

Nope a set number of seats in each class per flight based on the aircraft type (so more J seats on a plane with a larger J section i.e. A380 vs B737) released at a set number of days is best.

That way status means something, and you can plan ahead. The random batches 3-6 months out is problematic for those of use who have to book big leave 9-12 months out; and gives equal access to those with no status vs those who fly much more.

 

[MEL_Traveller]

Nope a set number of seats in each class per flight based on the aircraft type (so more J seats on a plane with a larger J section i.e. A380 vs B737) released at a set number of days is best.

That way status means something, and you can plan ahead. The random batches 3-6 months out is problematic for those of use who have to book big leave 9-12 months out; and gives equal access to those with no status vs those who fly much more.

All dependent on the passenger! Those with lifetime silver get trumped by someone who’s been a platinum for just a few years.Fair? Depends who you ask.Should pax who have their travel paid by work be able to invoke the platinum seat release compared to someone who slogs it out the hard way?

I don’t mind batch releases. I’d much prefer a set number of seats on each flight, and no queue jumping. VA doesn’t have it and it doesn’t seem to create any problems.

 

[AustraliaPoochie]

Bringing call centres back is A Big Plus in my book.
Very happy of that one.

 

[Lynda2475]

All dependent on the passenger! Those with lifetime silver get trumped by someone who’s been a platinum for just a few years. Fair?

Yes because recent and continuing spend is what is keeping the airline profitable now, not flying you may have done on company dime 20 years ago.

Depends who you ask.Should pax who have their travel paid by work be able to invoke the platinum seat release compared to someone who slogs it out the hard way?

I earned my Platinum 100% on self funded travel, but where there is work funded travel the person still had to slog it out and fly the legs.

All my work travel when I had it it in whY so that is very much the hard way.

I don’t mind batch releases. I’d much prefer a set number of seats on each flight, and no queue jumping.

Exactly, if they want to drop extra seats in batched then fine, but Id like to see a guarantee so I can plan ahead.

 

[Quickstatus]

Let's see how it pans out

 

[Seat0B]

Certainly not holding my breath @Quickstatus

 

[anat0l]

*shrug* Actions will mean more than words, but I guess you have to start somewhere.

Not sure what would be a more satisfying or convincing message - maybe people would prefer like one of those Japanese bank bosses who gave a public announcement extremely teary eyed, bowing in contrition constantly and saying sorry very strongly every 30 seconds...and then within a few days said boss committed suicide.

Perhaps at this point most would like the entire Qantas board to do that.

Heck, at this point, why not just try and sell the airline to someone more competent to run it (foreign government anyone), or just close the airline (easiest thing to do)?

 

[dajop]

I don't think the issue is on-shore vs off-shore per se. I think it's the level of training and experience of the staff at these call centres (and, by implication, how much Qantas is willing to pay for them). No good getting an Australian call centre if the people there end up being just as unhelpful as the current off-shore ones.

Agree 100%. If they onshore it to MindPearl, for example, with the same training and level of authority, then I am not sure support is going to be any better. If they bring the call centres inhouse then there's a chance.

My experience with three companies with internal support (IT, accounts payable, HR etc) that was "offshored" was that support was 300% better in the two companies that "offshored" to fully fledged company employees (for example working for the same company as me, but in the Philippines) than in the one company that offshored to non-employees working for a service company. Employees received better training, were given more responsibility and shared in the overall success of the company, and not just driven by churn and number of tickets closed.

 

[MEL_Traveller]

Agree 100%. If they onshore it to MindPearl, for example, with the same training and level of authority, then I am not sure support is going to be any better. If they bring the call centres inhouse then there's a chance.

My experience with three companies with internal support (IT, accounts payable, HR etc) that was "offshored" was that support was 300% better in the two companies that "offshored" to fully fledged company employees (for example working for the same company as me, but in the Philippines) than in the one company that offshored to non-employees working for a service company. Employees received better training, were given more responsibility and shared in the overall success of the company, and not just driven by churn and number of tickets closed.

But an on-shore agent won’t be arguing that Qantas doesn’t fly between SYD and MEL after 8am on any day of the year? It’s the complete mismatch with reality that causes so many of the problems we have all encountered

 

[dajop]

But an on-shore agent won’t be arguing that Qantas doesn’t fly between SYD and MEL after 8am on any day of the year? It’s the complete mismatch with reality that causes so many of the problems we have all encountered

I wouldn't bet on it

 

[ChrisW.]

First thing I got this afternoon after the video was...
... your flight on 04.10 has been cancelled (BNE-SYD)

Starting early to cancel flights for in 2 weeks time but at least I didn't need to call as I could change via app to any other QF flight that day. (including confirmation email with the eticket 5 min later)

 

[Ausbt]

A shareholder who doesn’t use the products of the company he (in part) owns . Is that because of a corporate travel policy or some other reason?

Yep. Still Velocity SG but times up on my FFing really anyway. Haven't flown QF for 10+ years. Have, however, made a little bit of coin with them on the ASX. There are money other stocks that I've invested in that I certainly wouldn't ever use or in fact morally support.

 

[FrustratedQP]

It’s the actions behind the words that are important. For example, releasing millions of reward seats on flights that are traditionally not full still meet the words but not the expectation.

 

[The Flying Schwartz]

I'm still scratching my head at AJ's and other exec's performance bonuses, when the first thing a new CEO has to do is make a public apology for the company’s poor performance…

 

[adenda]

I actually had decent success with X chat formerly known as Twitter. It did take time but for something not urgent it worked

My experience exactly

 

[exceladdict]

At least this suggests to us we shouldn't expect an FF devaluation for a while.

 

[Quickstatus]

Certainly not holding my breath

I can't hold my breath very long.

There is large gulf between giving employees the "flexibility" and giving employees the "tools"

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Please VH, giveaways won't fix the issue....