Qantas perception of what is important to its customers

[krm]

As a regular loyal customer I received a loyalty marketing email recently.

You would expect they would understand what customers feel is important to them. I am sure they get a lot of feed back from both satisfied and dissatisfied customers.

Be it seating, food, on time arrivals, baggage etc

You would think that would be the key areas to address.

However it seems there are many customers out there with different ideas about what is important.

Because Qantas think their customers care about the words painted on the side of the planes ie 2 letters

quote Qantas email
changing "Spirit of Australia" to "Spirit
of Australians". These two extra letters symbolise a
continued commitment to what matters most, you.

You have to take your hat of to the marketing people at Qantas for having the time and energy to convince upper management to waste money on such a dumb program when they could address a lot of other areas people really consider important

Next time I get on a Qantas plane I think I will ask if they can pull back the bridge skirts so we I can drool at the extra letters.

To all you people out their who have complained to Qantas there are not enough letters on the plane "get a life "

 

[N860CR]

Unfortunatley, for quite a while now, Qantas has appeared to be well out of touch with their customers. This is always most noticable when they commence a new advertising/marketing program that doesn't aim to rectify any of the customers concerns, rather just tell them "we're better than the rest because we say so, not because of what you know/think".

 

[SeatBackForward]

Qantasns perceptionns ofns whatns isns importantns

Sent from an Android device, it leaves a less fruity aftertaste.

 

[Isochronous]

The smart Commerce students never majored in Marketing. It tended to be dominated by barely literate foreign students and private schoolgirls on the hubby-hunt.

 

[krm]

Dont get me wrong here. I have no complaints with Qantas service, on the whole I enjoy flying with them. They are competitive at least on international flights the food is ok the service is ok and I find 99% of the staff courteous and helpful. But this sort of marketing garbage just annoys me, they would be better of putting the marketing people in jobs responding to genuine customer concerns.

OP said for quite a while now, Qantas has appeared to be well out of touch with their customers.

it is not all that long ago if you emailed customer service you would get a quick reply and on occasions a phone call. Now more than often there is no feedback. but I see there are plenty of old postings on that topic.

No doubt Qantas watch this site. It would be good get a response from them.

 

[Pleb Status]

I sometimes wonder if the management of any large Australian company (not just QF) ever actually use the services of the company they manage. If they do, it must be very sanitised (ie when AJ flies somewhere, everybody concerned from QF knows beforehand so things are done right and any issues are addressed immediately).

This is why management appear to think everything is rosy and their customers love them. I generally hate the customer service provided by most companies I deal with but they are the best of a very bad bunch.

I hope the CEO of Telstra has never rung Telstra customer service as they are the most useless people you will ever have the displeasure in meeting. If he has, how could he accept that level of incompetence.

 

[JohnK]

I tend to agree. Those couple of letters are not going to make any difference to me. Customer service is much more important but how does "Marketing" try and sell that to management?

it is not all that long ago if you emailed customer service you would get a quick reply and on occasions a phone call. Now more than often there is no feedback. but I see there are plenty of old postings on that topic.

I have noticed this as well.

No doubt Qantas watch this site. It would be good get a response from them.

Not sure you would get an official response.

 

[Supersonic Swinger]

What was important to c. 70,000 passengers (or whatever the number was) who were stranded when the fleet was grounded was getting onto a plane and arriving at their destination. This is probably an ad campaign designed to blot out that memory.

 

[JohnPhelan]

What was important to c. 70,000 passengers (or whatever the number was) who were stranded when the fleet was grounded was getting onto a plane and arriving at their destination.

And it was equally - if not more - important to us that after QF's action we could then have certainty that the unions would not continue to repeatedly disrupt our travel plans by calling (or suddenly calling off) wildcat strikes.