I flew LHR-SIN-SYD this week. I got the impression that new strategies are being tried to improve service, but the execution was mixed.
LHR was 50/50 - the car driver had been given an "urgent instruction" by QF to ring the First host 10 minutes out, and he tried unsuccessfully about six times. I kept telling him not to worry, as they would just come out with a trolley. He persisted anyway, and when he finally got through, the host snapped at him on speakerphone as if he was an imposition on her busy day, when he was just following his instructions! A different host arrived to collect me, who was much more civil, She offered to walk me to the lounge, book me a table downstairs, etc., which I deflected, as there's no way I would voluntarily hang out in the QF lounge at LHR! But it's the first time I've been offered a table booking at LHR.
SIN was excellent as usual, even though it was the busy early evening. The new space that used to be left luggage was open, but there were still lots of people around. A number of the staff had printouts of the "special" pax, to ensure we didn't get lost I guess, and kept asking if we wanted anything and what we wanted to do next. It sounds silly, but with so many people in the lounge, it may be the best way not to lose people and ensure that there are enough seats available. They sat me in the CL area, which was quite empty. And the First host who walked me to the lounge and back gave me her business card in case I needed anything in the future. She also said that there will be a "surprise" in the new F lounge, as in a positive surprise, not an enhancement.
But she couldn't say what it was. Given QF's tendency to over-promise, I'm intrigued by what they would have held back from the PR about the lounge ...
