Qantas Platinum One experiences?

[kermatu]

Personally I hope QF keep P1, standardize the benefits that are supposed to be offered and add in a few more eg. top tier in hotels, extra guest in the QF Lounges, especially International (both of these are benefits of BA's GGL). I'd also like P1 to have the ability to pre-book Spa appointments on the morning of departure after the F pax have been allocated bookings the previous day. A small thing, zero cost to QF but a really nice perk for P1. Some of those benefits already existing are extremely useful - Partner Platinum, the ability to request upgrades for family members at P1 priority, no assistance fees for using the call centres for bookings.

I don't think we will see any additional lounges and that's not personally a concern to me.

While it sounds bad to 'standardise' anything - I completely agree. Define the P1 benefits and it will be so much better. For me, and the not insignificant business I personally can direct, the failure to match the hype of P1 has seen me look elsewhere when I probably wouldn't have bothered - and as a result, I have directed that moderate business away from QF. Can't avoid the conclusion that, for me at least, the P1 concept is a fail, as I will contribute fewer dollars to QF.

 

[njba]

I wonder if that variability is intentional in that it allows QF to target a certain elite subset of P1 members and give them above and beyond as primus inter pares. Whereas 'regular' P1 members receive a lesser service that saves QF money while still being a marketing customer relations tool?

 

[kermatu]

I wonder if that variability is intentional in that it allows QF to target a certain elite subset of P1 members and give them above and beyond as primus inter pares. Whereas 'regular' P1 members receive a lesser service that saves QF money while still being a marketing customer relations tool?

While I personally can't figure it out, I'm sure there's some good science behind it.

I have no doubt I'm at the very lower end of value as a P1. But there's been no attempt to even engage with me and see whether I'd be even more value over time. When I contrast that with some of the CLs I know who get far better service for no benefit to QF - it has a very negative effect and does make me question their rationale. So not a good marketing tool.

I will keep flying QF a lot - and they probably know that, so maybe as a lower level but likely regular flyer, why go the extra expense as you say.

My uninformed view is they should rationalise the CL and P1 into one tier, standardise / specify / define more of the benefits and above all apply them consistently. Would mean reducing numbers -- and if that meant raising the bar for reaching P1 and I would never qualify, so be it.

Of course, then I'd start complaining about WP....

 

[trippin_the_rift]

While I personally can't figure it out, I'm sure there's some good science behind it.

I have no doubt I'm at the very lower end of value as a P1. But there's been no attempt to even engage with me and see whether I'd be even more value over time. When I contrast that with some of the CLs I know who get far better service for no benefit to QF - it has a very negative effect and does make me question their rationale. So not a good marketing tool.

I will keep flying QF a lot - and they probably know that, so maybe as a lower level but likely regular flyer, why go the extra expense as you say.

My uninformed view is they should rationalise the CL and P1 into one tier, standardise / specify / define more of the benefits and above all apply them consistently. Would mean reducing numbers -- and if that meant raising the bar for reaching P1 and I would never qualify, so be it.

Of course, then I'd start complaining about WP....

You touch on a number of key points kermatu which QF are conscious of.

Low and high value P1s? I can share with you many sophisticated airlines in the world will give you an internal rating/score which dynamically fluctuates up and down based on your overall internal value to the organisation as a whole. Like a bell curve it's bench-marked against other customers so your rating is relative to other customers. If high end customers stop spending and you stop too - your rating may not reduce by much. As it tracks overall value to the group/airline - if you transfer 1 million Amex MR into the FFP - your value rating will increase compared to others as you've generated them revenue with the transfer (ignoring points creation metrics which is another topic).

Furthermore - if your rating has remained constant over the past 5 years there's key understandings which may fork out from there (I use the word may because I don't work with QF and don't know how they specifically operate). For example which industry/position you work in/how stable is it compared to other industries - which builds a profile of how likely you are to sustain this level over time. This provides a LTV (lifetime value) timeline so the airline can calculate at what point you are likely to not be able to sustain current spend (or indeed if there is more financial value which could be extracted from you). Obviously this data cross-pollinates with insight from other members who are engaging less/spending less with the program to provide an analytical view of pattern recognition to identify when a customer is on their way out (also similar pattern recognition for customers who display activity consistent with future high value customers and target them appropriately). More info on this here: http://bit.ly/28VVLBx

While you have a status level (P1) - this is the publicly facing status you, call center, ground and cabin crew use to understand your value to the organisation. In the background - your value is measured and understood in a very different manner. This can create a position where you may be P1, but have a lower score than a Gold member who may have a $10m freight agreement with Qantas or be sending 10 million QFF points into the program each year.

So as you rightly point out being consistent with spend/flights may not always the best way to trigger a response if you want to receive more attention, more upgrades and more freebies. The airline essentially places a bet on you not shifting spend (despite what you may tell them) because the data suggests you won't switch your business.
Low or high value P1 aside - you're still P1 and spending more $$ on flights than 9x% of the customer base.

Totally agree with your thoughts around combining P1/CL into a more benefit aligned program. While internally there's likely a big push against this (in part due to ownership and stakeholder alignment issues), it does represent an opportunity to bring more commercial value to the program at the high end.

 

[boomy]

I'd also like P1 to have the ability to pre-book Spa appointments on the morning of departure after the F pax have been allocated bookings the previous day. A small thing, zero cost to QF but a really nice perk for P1.

What a great idea. Generally I think QF should pay more attention to the small details of premium travel.
Speaking of spa bookings, if you sit in the F lounge and for some reason don't show up on time to your appointment then you're screwed, no one will remind you, regardless if you're P1 or fly F or whatever, they couldn't care less.
In contrast, I'm currently sitting in the JL F lounge and a staff member came to remind me I have a massage appointment. Although I was already 2 min late she was the one apologising to me!
It's just one of those small things...

 

[kermatu]

What a great idea. Generally I think QF should pay more attention to the small details of premium travel.
Speaking of spa bookings, if you sit in the F lounge and for some reason don't show up on time to your appointment then you're screwed, no one will remind you, regardless if you're P1 or fly F or whatever, they couldn't care less.
In contrast, I'm currently sitting in the JL F lounge and a staff member came to remind me I have a massage appointment. Although I was already 2 min late she was the one apologising to me!
It's just one of those small things...

I've never been reminded (or needed to). But was once sitting with a CL I knew purely by coincidence - she was travelling to NZ in J and was in business attire - 10 minutes before her spa appointment the F host came to her and invited her to the spa so she could 'maximise her spa time'. So it can happen. But in the finest traditions of QF, I'm sure that was a one-off.

 

[boomy]

I've never been reminded (or needed to). But was once sitting with a CL I knew purely by coincidence - she was travelling to NZ in J and was in business attire - 10 minutes before her spa appointment the F host came to her and invited her to the spa so she could 'maximise her spa time'. So it can happen. But in the finest traditions of QF, I'm sure that was a one-off.

Nice to hear there is an F host, I've never met one.
The only premium treatment ever got was in HKG where they always make sure to recognise P1s in the QF lounge regardless of the class of travel.

 

[drewbles]

Judging the over-2200 posts on this thread, QF have failed at the singular most important of customer service...

"Under Promise and Over Deliver"

P1 has quite clearly been the exact reverse of this.

As said, standardise your 'elite' benefits, then over-deliver on them which is pretty much a 'surprise and delight'. Anything more than published benefits being provided can only build loyalty.

Of course they run the risk of the published benefits being cough anyway, which means surprise and delight builds minimal to no good will.

 

[RichardMEL]

hmm just realised I requal for P1 on June 19th and still have not got a new P1 card. #firstworldproblems

 

[kermatu]

Nice to hear there is an F host, I've never met one.
The only premium treatment ever got was in HKG where they always make sure to recognise P1s in the QF lounge regardless of the class of travel.

I may have used poor terminology - was the F lounge manager, not necessarily a dedicated F host.

 

[Ansett]

There are definitely F Hosts in Melbourne two of them are wonderful ladies that make the lounge for me so much more like home.

 

[ChrisGibbs]

I've been P1 since the inception of the program and have found the SST to always be accommodating and helpful. When there has been a problem they have been onto things quickly and 95+% of the time things get resolved. Given I'm away from the family a significant amount of time and in the main self sufficient I typically don't need much from the P1 program. The occasional P1 SST upgrade is a nice touch as is the partner Platinum status. Things like concerts, sporting events, etc are nice however where they take me away from my family even more I will say thanks but no thanks. What I do ask for and it is sometimes a challenge is that my family (2 Adults + 3 children) can use FF points on the flights we need in the class we want. During holiday times this can be a big challenge however if it is capped to once every 12-24 months then, depending on the number of P1's (used to be around 3,000+), it should be manageable.

 

[TonyHancock]

What I do ask for and it is sometimes a challenge is that my family (2 Adults + 3 children) can use FF points on the flights we need in the class we want. During holiday times this can be a big challenge however if it is capped to once every 12-24 months then, depending on the number of P1's (used to be around 3,000+), it should be manageable.

This is what BA does well. GGL gets two "jokers" (Gold Redemptions) per year to free up to five reward seats on a return journey. Another joker can be earned at 6000 TP's. This benefit, alongside access to the exceptional GGL service team, is excellent.

 

[juddles]

I have only read snippets of this thread. But I have recently booked a flight that will take me to P1 for the first time (in August). As part of my overall love of flying this is an important milestone for me.

I am based overseas so some of the events things will be meaningless to me, but I love QF and to be a top tier flyer makes me happy

And on 17th August I did that flight and finally made it.

Things worked out spectacularly - it was QF2 on the A380, I had a J ticket, but just for flair applied for and got upgraded to F

And to top it off, the pilot for my P1 flight was none other than JB747 - who came and congratulated me

Thanks JB, and thank you to the awesome cabin staff - absolutely fantastic

 

[Boca68]

And on 17th August I did that flight and finally made it.

Things worked out spectacularly - it was QF2 on the A380, I had a J ticket, but just for flair applied for and got upgraded to F

And to top it off, the pilot for my P1 flight was none other than JB747 - who came and congratulated me

Thanks JB, and thank you to the awesome cabin staff - absolutely fantastic

Is he dark and mysterious?

Imagining a Sean Connery look-a-like. (in a non-threatening way)

 

[penegal]

Is he dark and mysterious?

Imagining a Sean Connery look-a-like. (in a non-threatening way)

He's a nice guy.

He was the guest speaker at the AFF Annual Gathering in MEL in October 2014.

 

[cmon0005]

And on 17th August I did that flight and finally made it.

Things worked out spectacularly - it was QF2 on the A380, I had a J ticket, but just for flair applied for and got upgraded to F

And to top it off, the pilot for my P1 flight was none other than JB747 - who came and congratulated me

Thanks JB, and thank you to the awesome cabin staff - absolutely fantastic

Congrats Juddles!

How did they know you were going to hit P1? did you tell them before the flight? If they did it off their own bat then that is quite impressive!

 

[Pushka]

Great story Juddles.

 

[juddles]

Congrats Juddles!

How did they know you were going to hit P1? did you tell them before the flight? If they did it off their own bat then that is quite impressive!

cmon0005, I have no idea if they can work out that sort of thing but in this case they had no chance - I strode onto that plane with possibly the biggest grin they have ever seen. As soon as I sat down and the flight attendant asked me what I would like to drink, I couldn't help myself and I explained that as I was hitting P1 on this flight it would just have to be champagne

To be honest, I didn't expect much of a reaction - I know that staff have so much to do, that things like this might not be on the top of their minds. But the reaction of the lady almost brought tears to my eyes, she clearly didn't just only understand what it meant to me, but she also showed true emotion in sharing my happiness, and thanked me for being such a loyal customer to Qantas. Her happiness for me was truly, truly wonderful. And she looked after me like a king. I have always been a huge supporter of Qantas, and the main reason for that is that I love their staff. This lady sealed that forever.

 

[kermatu]

cmon0005, I have no idea if they can work out that sort of thing but in this case they had no chance - I strode onto that plane with possibly the biggest grin they have ever seen. As soon as I sat down and the flight attendant asked me what I would like to drink, I couldn't help myself and I explained that as I was hitting P1 on this flight it would just have to be champagne

To be honest, I didn't expect much of a reaction - I know that staff have so much to do, that things like this might not be on the top of their minds. But the reaction of the lady almost brought tears to my eyes, she clearly didn't just only understand what it meant to me, but she also showed true emotion in sharing my happiness, and thanked me for being such a loyal customer to Qantas. Her happiness for me was truly, truly wonderful. And she looked after me like a king. I have always been a huge supporter of Qantas, and the main reason for that is that I love their staff. This lady sealed that forever.

Nice one!!