Qantas Platinum One experiences?

[QF WP]

Juddles, congratulations on P1 and if you have any spare time when in BNE let me know as I'm based in West Chermside. We missed one another at BNE a couple of months ago when you were back for a visit. Maybe boomy can join us (as a fellow P1).

i love reading the trials and tribulations of becoming a P1 - I'll get there when I retire or have an inter-generational transfer of wealth

 

[Chalkie]

Hi everyone. I am a longtime lurker on AFF but thought I should probably start making more of a contribution (if/when I can).

I was interested to read this thread. I've had two stints at P1. The first was in 2012, which I maintained until the end of 2014, then dropped back to WP for most of 2015, and then regained for 2016. I earn my status from flying revenue J domestically and F/J internationally.

My recollection was that onboard recognition of my P1 status was more consistent when I first attained that status. Now, it seems to depend on how much of an eye for detail the crew have. I think consistency of (good) service is one of the keys to effective customer engagement. I appreciate - and notice - when a crew member says (words to this effect) "I see you're a P1 Mr C, you must fly a lot and we really appreciate your custom and loyalty." If they do things like bring me an extra unsolicited drink or bag of nuts, or take my dinner order first (and I've had that happen), I really appreciate that too. It contributes to the sense of being looked after and being important to the company.

I don't think Qantas should underestimate the value of that sort of soft stuff. There will of course be those who say they don't care about it, but I do, and my purchasing patterns are the sort that QF wants to hold onto. I will choose QF over others on a service basis - ie, if I think QF is making an effort to look after me (and ergo, make my travelling life easier in some way), then QF gets my business. A good example of this is the service I've received on QF F on the kangaroo and transpac routes. Last year I had several returns on these legs in a relatively short period of time. I got to know some of the crew working F. It was great to see them each time and get the welcome and top level service. When it came time to choose between CX and QF, notwithstanding how much I enjoy CX F, I thought to myself, well it's been so nice on QF lately that I will go with QF (and forgo Krug and caviar...).

So my message to QF on this is, sweat the small soft stuff. Do it consistently, and make sure your P1s really get the sense that they're being looked after. It can make a difference to your bottom line.

On the "hard" side, I had more offers of things to do in my first 2 years. Ironically, my travel burden then was pretty crushing so I had to decline all of the invitations! There's not a lot that QF can offer me in this regard though. I've no interest in the sporting events QF offers, don't play golf and have specific cultural interests. I've been able to accept one P1 invitation to a show in 2014. I've not had any since. I've not had any interesting invitations to do hanger tours etc. Something like a tour of the catering or maintenance facilities would really interest me - I'd fly up to Sydney specially for that if I received such an invitation.

Probably the key P1 benefit I've had is being able to get award seats for F travel more readily than I ever did as a WP. It only hasn't worked on one occasion on one sector, and I was provided with a good and believable explanation for that by the P1 team. In fact the quality service and effort that the P1 team provided meant that I happily blew points and cash on a points+cash purchase for that single sector - so QF's efforts in that regard meant it got a good commercial outcome.

My +1 has found being a WP handy for the relatively small amount of travel he does - access to the F lounges (especially the MEL & SYD international ones) especially! So that's a nice benefit too.

I will make P1 again for 2017, but after that things are less clear. Hopefully I will be able to enjoy some more special P1 events before the party ends!

 

[kermatu]

Thanks for posting your views Chalkie. I completely agree with your points regarding consistency, small touches etc. Very important to deliver the premium experience. (Or don't over-promise in the first place). You at least have had several invitations and additional options - quite a few P1s haven't even had that.

 

[QF WP]

I've not had any interesting invitations to do hanger tours etc. Something like a tour of the catering or maintenance facilities would really interest me - I'd fly up to Sydney specially for that if I received such an invitation.

You must have been following my organised tours over on Flyertalk then - I am hoping to now organise both for AFF this year (after the EoFY). Would you fly to BNE? (as that's where I have organised them in the past, but hoping to do one in SYD). There are number of members that do come up from MEL so you could join them (RichardMEL, straitman, JessicaTam, serfty, tuapekastar to name a few)

 

[penegal]

Welcome Chalkie

My recollection was that onboard recognition of my P1 status was more consistent when I first attained that status. Now, it seems to depend on how much of an eye for detail the crew have. I think consistency of (good) service is one of the keys to effective customer engagement. I appreciate - and notice - when a crew member says (words to this effect) "I see you're a P1 Mr C, you must fly a lot and we really appreciate your custom and loyalty." If they do things like bring me an extra unsolicited drink or bag of nuts, or take my dinner order first (and I've had that happen), I really appreciate that too. It contributes to the sense of being looked after and being important to the company.

Agree - the little things do make you feel more or less valued.

The classic example was yesterday when I saw my seat number and name handwritten on a piece of paper on the cart (in Y) as they usually do for elites. The FA made no attempt to address me or any other pax by name even though they had written our names out? Why bother writing it out if you aren't going to use it. And my name is very easy to pronounce, so it's not like some names where the FA may get it wrong.

The other thing I notice is that a lot of QF cabin crew can be quite ageist. If you don't have grey hair you couldn't possibly be important (black or white cards aside). Excuse me?

 

[Kangol]

Hi everyone. I am a longtime lurker on AFF but thought I should probably start making more of a contribution (if/when I can).

I was interested to read this thread. I've had two stints at P1. The first was in 2012, which I maintained until the end of 2014, then dropped back to WP for most of 2015, and then regained for 2016. I earn my status from flying revenue J domestically and F/J internationally.

My recollection was that onboard recognition of my P1 status was more consistent when I first attained that status. Now, it seems to depend on how much of an eye for detail the crew have. I think consistency of (good) service is one of the keys to effective customer engagement. I appreciate - and notice - when a crew member says (words to this effect) "I see you're a P1 Mr C, you must fly a lot and we really appreciate your custom and loyalty." If they do things like bring me an extra unsolicited drink or bag of nuts, or take my dinner order first (and I've had that happen), I really appreciate that too. It contributes to the sense of being looked after and being important to the company.

I don't think Qantas should underestimate the value of that sort of soft stuff. There will of course be those who say they don't care about it, but I do, and my purchasing patterns are the sort that QF wants to hold onto. I will choose QF over others on a service basis - ie, if I think QF is making an effort to look after me (and ergo, make my travelling life easier in some way), then QF gets my business. A good example of this is the service I've received on QF F on the kangaroo and transpac routes. Last year I had several returns on these legs in a relatively short period of time. I got to know some of the crew working F. It was great to see them each time and get the welcome and top level service. When it came time to choose between CX and QF, notwithstanding how much I enjoy CX F, I thought to myself, well it's been so nice on QF lately that I will go with QF (and forgo Krug and caviar...).

So my message to QF on this is, sweat the small soft stuff. Do it consistently, and make sure your P1s really get the sense that they're being looked after. It can make a difference to your bottom line.

On the "hard" side, I had more offers of things to do in my first 2 years. Ironically, my travel burden then was pretty crushing so I had to decline all of the invitations! There's not a lot that QF can offer me in this regard though. I've no interest in the sporting events QF offers, don't play golf and have specific cultural interests. I've been able to accept one P1 invitation to a show in 2014. I've not had any since. I've not had any interesting invitations to do hanger tours etc. Something like a tour of the catering or maintenance facilities would really interest me - I'd fly up to Sydney specially for that if I received such an invitation.

Probably the key P1 benefit I've had is being able to get award seats for F travel more readily than I ever did as a WP. It only hasn't worked on one occasion on one sector, and I was provided with a good and believable explanation for that by the P1 team. In fact the quality service and effort that the P1 team provided meant that I happily blew points and cash on a points+cash purchase for that single sector - so QF's efforts in that regard meant it got a good commercial outcome.

My +1 has found being a WP handy for the relatively small amount of travel he does - access to the F lounges (especially the MEL & SYD international ones) especially! So that's a nice benefit too.

I will make P1 again for 2017, but after that things are less clear. Hopefully I will be able to enjoy some more special P1 events before the party ends!

Interesting post.
What was the reason for not having an F award seat released? Loads/revenue?

 

[TonyHancock]

I just received an invitation, + guest, to the Australia v Greece match on June 7th with dinner beforehand and category A match tickets.

As usual I will be traveling so have had to decline. I have asked Griselda to see if she can get the match rescheduled.

 

[kermatu]

I just received an invitation, + guest, to the Australia v Greece match on June 7th with dinner beforehand and category A match tickets.

As usual I will be traveling so have had to decline. I have asked Griselda to see if she can get the match rescheduled.

If not Griselda, surely the SST can move the game?

 

[kermatu]

CBR-MEL-ADL on Friday in Y. Nice friendly service on first leg but no P1-specific benefits. Row 4 no shadow requested and none realised despite a few empty seats. But ok.

Received a P1 upgrade for the 2nd leg. Much appreciated. CSM also gave me a bottle of red to take with me, which was a very nice gesture and came out of the blue.

Toasted sandwiches the only hot options on both flights and in the CBR J lounge, as an aside.

but thanks for the upgrade P1 team! Several longer Y flights coming up. Row 4 booked and a good benefit of P1. Upgrades would be an added bonus.

 

[RichardMEL]

2 recent experiences.

1 I was about to board a (TG) flight to BKK on the way to europe when I received a P1 invite to the MCG for the Melbourne v Collingwood Queens Birthday game in the "QANTAS Suite" - first invite to an event in forever - sadly not one I want to attend but it's nice they offered

2. On the way home from europe, I was flying oneworld, and arrived at the (fantastic) QF Hong Kong lounge on my layover from AY->QF. I was absolutely impressed with the lounge staff in every respect but the P1 aspect here is that I checked in to enter with my AY generated BP, so the status is not obvious (though does have QF FFPO printed on it and OWE). Anyway I had paused in the doorway to take a picture of the lounge sign(cuz I'm a dork) and they called me back realising who I was. Paul the lounge manager appeared with his list of "special" pax - names hilighted in different colours I guess CL/P! and VIP and very warmly welcomed me and offered me anything I wanted to organise eg shower, table for food etc. I had the impression he would have made a shower(for example) priority if I wanted one and there was a queue, though it was not explicitly said (and I'd had one in the Wing anyway) but I have NEVER before anywhere in the QF lounge network been greeted specially because of status, or even been on a list as to be anticipated prior to arrival. Now I'm not an ego driven DYKWIA type and normally don't respond too well to the extra special stuff, but this was done very well and the way I was "handled" was friendly, not overbearing and not at all cow-towing or anything like that. I found it an extra good service aspect - and again that aside the whole staff there were fantastic ! I found that lounge the best J lounge I've ever been in tbh. Great staff, great product, great delivery. The P1 thing was a bonus.

 

[TonyHancock]

......but I have NEVER before anywhere in the QF lounge network been greeted specially because of status, or even been on a list as to be anticipated prior to arrival. Now I'm not an ego driven DYKWIA type and normally don't respond too well to the extra special stuff, but this was done very well and the way I was "handled" was friendly, not overbearing and not at all cow-towing or anything like that. I found it an extra good service aspect - and again that aside the whole staff there were fantastic ! I found that lounge the best J lounge I've ever been in tbh. Great staff, great product, great delivery. The P1 thing was a bonus.

Happens at SIN too, but not as swish as HKG.

Paul is excellent, and the team at HKG always seem happy and well motivated. I agree it is my favourite J lounge by a country mile.

 

[Princess Fiona]

Pretty frustrating and somewhat disappointing experience today.
I'm on QF12 and had an upgrade request in (J-F). Been watching the loads on EF, a week ago the cabin was wide open. Nothing happened. I kept checking every day or so and watched as gradually some seats became vacant in 11-13 J whilst seats in F filled. I called the SST a few days ago to check that the UG was requested with correct priority (I had lodged it prior to getting P1). Was assured that it was. Overnight the request changed to "Declined" on the mobile site. There's two empty seats in F with EF showing QF selling F1.
I rang up the SST and they couldn't see that the UG had been "Declined" so they called someone to ask if I could have the upgrade. Still declined
I'm not sure but I think maybe somethings gone wrong there somewhere in the system.
I'll follow up with the SST via email when I get back.

FWIW this is the first time I've had an upgrade request in and never at any point had a Ghost wait list segment appear.

 

[Ansett]

Pretty frustrating and somewhat disappointing experience today.
I'm on QF12 and had an upgrade request in (J-F). Been watching the loads on EF, a week ago the cabin was wide open. Nothing happened. I kept checking every day or so and watched as gradually some seats became vacant in 11-13 J whilst seats in F filled. I called the SST a few days ago to check that the UG was requested with correct priority (I had lodged it prior to getting P1). Was assured that it was. Overnight the request changed to "Declined" on the mobile site. There's two empty seats in F with EF showing QF selling F1.
I rang up the SST and they couldn't see that the UG had been "Declined" so they called someone to ask if I could have the upgrade. Still declined
I'm not sure but I think maybe somethings gone wrong there somewhere in the system.
I'll follow up with the SST via email when I get back.

FWIW this is the first time I've had an upgrade request in and never at any point had a Ghost wait list segment appear.

That is rather disappointing unless there were a heap of CL and higher rated WP1 on board with requests in.

 

[ReLoad]

Pretty frustrating and somewhat disappointing experience today.
I'm on QF12 and had an upgrade request in (J-F). Been watching the loads on EF, a week ago the cabin was wide open. Nothing happened. I kept checking every day or so and watched as gradually some seats became vacant in 11-13 J whilst seats in F filled. I called the SST a few days ago to check that the UG was requested with correct priority (I had lodged it prior to getting P1). Was assured that it was. Overnight the request changed to "Declined" on the mobile site. There's two empty seats in F with EF showing QF selling F1.
I rang up the SST and they couldn't see that the UG had been "Declined" so they called someone to ask if I could have the upgrade. Still declined
I'm not sure but I think maybe somethings gone wrong there somewhere in the system.
I'll follow up with the SST via email when I get back.

FWIW this is the first time I've had an upgrade request in and never at any point had a Ghost wait list segment appear.

That's ordinary, you didn't happen to take a quick stroll downstairs during the flight?

Something clearly isn't right, see what the SST says.

I had similar 2 weeks are on QF7. My J-F came through but my SG colleagues were denied and there were 2 empty seats in F. Go figure.

 

[Princess Fiona]

That is rather disappointing unless there were a heap of CL and higher rated WP1 on board with requests in.

That's ordinary, you didn't happen to take a quick stroll downstairs during the flight?

Something clearly isn't right, see what the SST says.

I had similar 2 weeks are on QF7. My J-F came through but my SG colleagues were denied and there were 2 empty seats in F. Go figure.

The mystery has been somewhat solved. I made another call to the SST a short while ago and found out that my UG request was based on my WP priority as had been submitted then and the agent I submitted the request to had not ticked the "Upgrade at gate" box. I asked for this.

I also called the SST when the upgrade failed to clear 7 days ago in an empty cabin to have them check that it was being requested with P1 priority. It seems not, although at the time I was told it was

EDIT: I'm at JFK just now so maybe a miracle might happen

 

[Ansett]

The mystery has been somewhat solved. I made another call to the SST a short while ago and found out that my UG request was based on my WP priority as had been submitted then and the agent I submitted the request to had not ticked the "Upgrade at gate" box. I asked for this.

I also called the SST when the upgrade failed to clear 7 days ago in an empty cabin to have them check that it was being requested with P1 priority. It seems not, although at the time I was told it was

EDIT: I'm at JFK just now so maybe a miracle might happen

Fingers crossed for you and that it is an OPUP . That is poor form re SST and telling you porkies.

 

[Princess Fiona]

Fingers crossed for you and that it is an OPUP . That is poor form re SST and telling you porkies.

I'm inclined to agree. It has taken a bit of the shine off the start of my P1 year.
To clarify its not the upgrade or lack of that I'm disappointed about its the fact that P1's shouldn't need to re-submit upgrades, make multiple calls etc about this stuff.
This is the job of the SST. I think if someone moves up to P1 part of the process should involve the SST looking at their current bookings and upgrade requests and make sure everything is managed at P1 priority, including if necessary re-submitting upgrade requests (as should have happened when I called them earlier in the week).

 

[Ansett]

I'm inclined to agree. It has taken a bit of the shine off the start of my P1 year.
To clarify its not the upgrade or lack of that I'm disappointed about its the fact that P1's shouldn't need to re-submit upgrades, make multiple calls etc about this stuff.
This is the job of the SST. I think if someone moves up to P1 part of the process should involve the SST looking at their current bookings and upgrade requests and make sure everything is managed at P1 priority, including if necessary re-submitting upgrade requests (as should have happened when I called them earlier in the week).

Again I agree during my time as a P1 I found that it required me being pro-active. I can not remember one incident where P1 was indeed pro-active. It is all about how people do things and effort that is made. Upgrades are never guaranteed as seats sell or other operational reasons occur such as damaged seats but, if the SST are not doing the right thing then you have no chance.

 

[Princess Fiona]

An update from LAX. No upgrade eventuated which is fine but I think the reply I received from the SST isn't quite satisfactory considering that the on call agent confirmed that my initial upgrade request hadn't been processed as P1
"Good morning Dr xx_xx_

I have reviewed your booking and can see that the booking was reviewed correctly at your Platinum One status, however was not confirmed due to heavy loads.
The at the airport upgrade is unlikely to be confirmed at this stage as there are other top tier members with this option, and the flight is currently full First Class Cabin.

I am sorry that I could not assist on this occasion."

I will follow it up with QF and the SST when I get home

 

[kermatu]

Again I agree during my time as a P1 I found that it required me being pro-active. I can not remember one incident where P1 was indeed pro-active. It is all about how people do things and effort that is made. Upgrades are never guaranteed as seats sell or other operational reasons occur such as damaged seats but, if the SST are not doing the right thing then you have no chance.

Close to zero pro-active service for me in my approx 2 years now of P1, including across a large number of flight cancellations and delays. I can only recall 2 instances where they contacted me to let me know. On neither occasion could they actually help, though to be fair my travel needs didn't give them much choice.

the one thing I have regularly asked for is a shadow / courtesy block. Frustrates me that I have to ask every single time. My travel tends to be in blocks and usually booked several weeks in advance. A truly pro-active service would do this for all my flights. There's probably some good reasons why courtesy blocks can only be placed 72 hours before a flight -- but if there was any way around that or a way of making the block (request) automatic that'd be so much better.