Qantas Platinum One experiences?

[samh004]

That's a pity... the more feedback, the more likely they get it sorted out eventually.

I'm sure they'll read this

 

[silverlining]

They did:

"I sincerely appreciate that your opinions of our Platinum One tier status are a direct result of your personal unhappy experiences.

While you say we cannot sway your future travel decisions, we're keen to improve the overall Platinum One customer experience and have tasked a dedicated team to ensure that we're delivering the promised benefits and consistent premium service to our most frequent travellers.

Your comments and feedback will be passed on to the Platinum One team for their reference and internal review. As I'm not privy to your earlier communications with them, I'll leave it to their management team to follow up with you accordingly.

Once again, thank you for taking the time to get in touch. Please do let me know if I can be of any further assistance moving forward.

Now how many P1's have seen this type of communication in the last 12 months.........................." The amount of "likes" this gets should be an indicator!

 

[Brisbane Flyer]

Sorry to burst your bubble SL, but they use software to monitor websites, including AFF.
Based on keywords and levels of influence/sentiment, the indicators tell them what is going on. Reading is old school, its been outsourced to technology, same for replies. Social Media Monitoring & Marketing Tools - Salesforce Marketing Cloud

I've sold the software to many companies in Asia Pacific, I know how its used and why.

They did:

"I sincerely appreciate that your opinions of our Platinum One tier status are a direct result of your personal unhappy experiences.

While you say we cannot sway your future travel decisions, we're keen to improve the overall Platinum One customer experience and have tasked a dedicated team to ensure that we're delivering the promised benefits and consistent premium service to our most frequent travellers.

Your comments and feedback will be passed on to the Platinum One team for their reference and internal review. As I'm not privy to your earlier communications with them, I'll leave it to their management team to follow up with you accordingly.

Once again, thank you for taking the time to get in touch. Please do let me know if I can be of any further assistance moving forward.

Now how many P1's have seen this type of communication in the last 12 months.........................." The amount of "likes" this gets should be an indicator!

 

[ketsuzei]

I've sold the software to many companies in Asia Pacific, I know how its used and why.

Then presumably you also know it's not used in isolation.

 

[silverlining]

It doesn't get any better then does it

 

[ketsuzei]

Give them some time.

 

[Red Roo]

Sorry to burst your bubble SL, but they use software to monitor websites, including AFF.
Based on keywords and levels of influence/sentiment, the indicators tell them what is going on. Reading is old school, its been outsourced to technology, same for replies. Social Media Monitoring & Marketing Tools - Salesforce Marketing Cloud

I've sold the software to many companies in Asia Pacific, I know how its used and why.

Thanks for your insight Brisbane Flyer. However with all due respect to your professional opinion, and in fear of bursting your bubble, I'd like to clarify:

- I most definitely am not a computer or robot (though responding at this hour, you could be forgiven for assuming as such)
- the only technology Qantas use to monitor AFF is a combination of AFF's own website, iPhone and iPad apps including alerts, and the "old school" skills of a dedicated Red Roo team (you'd be surprised who reads and responds on occasion)
- Qantas do use basic Social Media monitoring tools such as the one you've described for reporting purposes, however AFF has never been integrated to our satisfaction and therefore remains a manual process (let's be honest, it takes a special skill set to engage with AFFers!)
- while I didn't consent to having my private message posted publicly, the reply silverlining received was of genuine concern regarding recent Platinum One experiences (not to say that earlier comments haven't also been noted with the Platinum One team and senior management)

I hope this post doesn't offend, as that wasn't my intention. Our Social Media team is quite small compared to many other companies our size. We all work very hard to make real-time feedback a reality beyond the weekly, fortnightly and monthly reports. In the case of this particular Red Roo, perhaps it's time to discuss a better work/life balance.

 

[TonyHancock]

let's be honest, it takes a special skill set to engage with AFFers!

Man alive ain't that the truth!! We are an oddball bunch at best.

It is sometimes easy to only remember the bad things, I'm certainly guilty...but when I look back I reckon I have not done too badly out of P1 status.

 

[kermatu]

Thanks for your insight Brisbane Flyer. However with all due respect to your professional opinion, and in fear of bursting your bubble, I'd like to clarify:


- the only technology Qantas use to monitor AFF is a combination of AFF's own website, iPhone and iPad apps including alerts, and the "old school" skills of a dedicated Red Roo team (you'd be surprised who reads and responds on occasion)

I think it is terrific when people share their experiences, positive and negative, and would hope that it leads to improvements in service. Very encouraging to see the Red Roo reading and responding in this regard.

I have said in other threads that the words for my P1 experience are definitely 'underwhelming' and 'inconsistent'.

Very similar stats to silverlining though only 1 upgrade. Zero invitations and any requests I've made (including one for help at the airport with a failed reservation via QF but on EK metal) all replied to but of those agreed most failed to deliver, and received a few 'sorry' responses. That said, nothing really bad has happened. Just underwhelming given the marketing. (EK fixed by upgrading me to 1st, by way of reference).

And for me, lots of early emails and calls, but nothing proactive in the last 7 months. On board, 5 or 6 times in economy given nice greeting and spontaneous wine offer or an offer of anything to assist; approx. 20 flights with nothing. Shadows never held unless plane really empty. Usually friendly but sometimes cold communication from the P1 team. When combined with the differing accounts of some excellent experiences of members it all adds up to a very inconsistent treatment of who should be the most valued customers.

I have several flights over the next few days and have been proactive myself in seeking some assistance from the P1 team. Let's see what happens. I'll be loyal to QF for a couple of years given upcoming bookings in next 12 months and status, and overall the travel experience with Qantas is good, but I certainly would advise folk not to bother attaining P1 (and have stopped recommending Qantas in general, sadly - for the moment).

 

[danny09]

I know I must be/am the odd one out, as the P1 team & QF are great, Op-Up rate as a WP went from 1-2% & as a P1 inbetween 21-34% the last 2 years (about 100 dom whY flights per year, not oversold flights either) I'll requalify for P1 in 3 months for the 3rd year & I cant wait to get started on the 4th year.

I really dont think its as underwhelming as people say, well atleast not for me in WA, the PER based crews are awesome, they always make there way down to see me when im not in J, probably aout a 85% greeting on board rate. For me there is no-one better than QF, loyalty people say is a two way street & for me, i'm loving it.

I have had the flight B747 simulator, been to QF coperate box at the SCG, got to meet & greet with P!NK at Perth Arena, & I honestly cannot wait to see what they have installed around the corner for the next suprise/event.

 

[Ansett]

I know I must be/am the odd one out, as the P1 team & QF are great, Op-Up rate as a WP went from 1-2% & as a P1 inbetween 21-34% the last 2 years (about 100 dom whY flights per year, not oversold flights either) I'll requalify for P1 in 3 months for the 3rd year & I cant wait to get started on the 4th year.

I really dont think its as underwhelming as people say, well atleast not for me in WA, the PER based crews are awesome, they always make there way down to see me when im not in J, probably aout a 85% greeting on board rate. For me there is no-one better than QF, loyalty people say is a two way street & for me, i'm loving it.

I have had the flight B747 simulator, been to QF coperate box at the SCG, got to meet & greet with P!NK at Perth Arena, & I honestly cannot wait to see what they have installed around the corner for the next suprise/event.

You have been one of the blessed where as many like me have had nothing other than the sim experience, and then only after being alerted to it on here. Asked about the F1 this year and was told QF was not inviting anyone then at a recent event spoke to a couple of people that had been invited. so a total lie from the P1 team it seems.

Is that how a premier team should behave.

It is once again the consistency of inconsistency that stands out.

 

[ReLoad]

- I most definitely am not a computer or robot (though responding at this hour, you could be forgiven for assuming as such)
- the only technology Qantas use to monitor AFF is a combination of AFF's own website, iPhone and iPad apps including alerts, and the "old school" skills of a dedicated Red Roo team (you'd be surprised who reads and responds on occasion)
.

Really? I saw this pic of Red Roo in the Qantas Annual report and thought how well you have done since the. 80's


In all seriousness, I'm stuffed if I know how you do your job, all I know is please keep doing it, your interaction on here is amazingly valuable for everyone from the lowest NBs to the highest CLWP1s

 

[Pleb Status]

I know I must be/am the odd one out, as the P1 team & QF are great, Op-Up rate as a WP went from 1-2% & as a P1 inbetween 21-34% the last 2 years (about 100 dom whY flights per year, not oversold flights either) I'll requalify for P1 in 3 months for the 3rd year & I cant wait to get started on the 4th year.

I really dont think its as underwhelming as people say, well atleast not for me in WA, the PER based crews are awesome, they always make there way down to see me when im not in J, probably aout a 85% greeting on board rate. For me there is no-one better than QF, loyalty people say is a two way street & for me, i'm loving it.

I have had the flight B747 simulator, been to QF coperate box at the SCG, got to meet & greet with P!NK at Perth Arena, & I honestly cannot wait to see what they have installed around the corner for the next suprise/event.

As a PER based P1, my experience has been almost the complete opposite to yours.

As an experiment, on the weekend, I travelled one way from PER (J to SIN) as a AA nothing and returned to PER (J from SIN) as a QF P1 (separate tickets as well). The experience was exactly the same both ways. Same lounge access, same seat, same greeting, same offers. Nothing at all differed from the passengers I sat next to either.

To be generous, I have received three Y to J upgrades this year, which is better than the zero upgrade record for the previous two years as a WP before that.

 

[boomy]

I know I must be/am the odd one out, as the P1 team & QF are great, Op-Up rate as a WP went from 1-2% & as a P1 inbetween 21-34% the last 2 years (about 100 dom whY flights per year, not oversold flights either) I'll requalify for P1 in 3 months for the 3rd year & I cant wait to get started on the 4th year.

I really dont think its as underwhelming as people say, well atleast not for me in WA, the PER based crews are awesome, they always make there way down to see me when im not in J, probably aout a 85% greeting on board rate. For me there is no-one better than QF, loyalty people say is a two way street & for me, i'm loving it.

Well done mate!
Trying to analyse your incredible op-up success rate I'm wondering if you get most op-ups on flights within WA such as PER-KTA?
I'm only asking because here in the east the numbers are usually below 10% annually on Dom flights. I'm saying that from personal experience and from discussions I had with fellow P1s.

 

[747800intercon]

Maybe some P1s are more equal than other P1s according to QF. They may well treat a P1 who just scrapes in with the 3600SC as opposed to someone that spends a whole lot more on QF - maybe that's why some P1s get more invites or wine or better success at op ups etc. Also keep in mind about those that are both Chairmans and P1 together they may get the best treatment for these things. Not sure if this is the case but it's something to keep in mind.

 

[danny09]

Well done mate!
Trying to analyse your incredible op-up success rate I'm wondering if you get most op-ups on flights within WA such as PER-KTA?
I'm only asking because here in the east the numbers are usually below 10% annually on Dom flights. I'm saying that from personal experience and from discussions I had with fellow P1s.

Thanks

90% of my flights are PHE-PER-KGI, and half the time it comes down to the CSM on that flight with on board upgrades, maybe thats because there is less P1's in WA maybe, alot of the crews are suprised to see a P1 on a flight, even in PER QP they make referance to the P1 status all the time.

 

[JohnK]

Well done mate!
Trying to analyse your incredible op-up success rate I'm wondering if you get most op-ups on flights within WA such as PER-KTA?
I'm only asking because here in the east the numbers are usually below 10% annually on Dom flights. I'm saying that from personal experience and from discussions I had with fellow P1s.

There is another thing to consider. I am not Platinum One but have been Platinum for 7 years.

For the past 6 years I received between 3-5 domestic op-ups a year.

This year I have had one domestic op-up. Flying pattern the same.

Business class on 737 almost always full. Not always full on 767 but then those flights are lightly loaded.

More people using points to upgrade leaving less seats available for op-ups? Or passenger loads not as high as previous years negating the need for op-ups?

 

[boomy]

Thanks

90% of my flights are PHE-PER-KGI, and half the time it comes down to the CSM on that flight with on board upgrades, maybe thats because there is less P1's in WA maybe, alot of the crews are suprised to see a P1 on a flight, even in PER QP they make referance to the P1 status all the time.

First, I'm glad to see a happy QF customer from WA, a rare sight these days
Second, it's very interesting what you say, that half of your upgrades actually happened onboard. I can't speak for others but I never had a Dom onboard upgrade! I also never saw anyone moved froward on any of the flights I've been on, so I'm guessing it's not a common thing here.
Looks like a more personalised service over there, probably due to the lack of P1s as you said.

 

[kermatu]

First, I'm glad to see a happy QF customer from WA, a rare sight these days
Second, it's very interesting what you say, that half of your upgrades actually happened onboard. I can't speak for others but I never had a Dom onboard upgrade! I also never saw anyone moved froward on any of the flights I've been on, so I'm guessing it's not a common thing here.
Looks like a more personalised service over there, probably due to the lack of P1s as you said.

I too have never seen an onboard op-up (though on a flight from LA to Sydney once in PE I got my points request come through and was moved to J after already being seated - but not the same). I have seen several instances of late entry onto aircraft of non-working flight crew (in uniform or civvies) and straight into J seats. Agree that on 737s (the most I fly on domestically) this makes op-ups much harder to come by even if there was a will. Other than Sydney-Canberra where J is often empty - but an op-up is pretty irrelevant for such a flight.

 

[danny09]

First, I'm glad to see a happy QF customer from WA, a rare sight these days
Second, it's very interesting what you say, that half of your upgrades actually happened onboard. I can't speak for others but I never had a Dom onboard upgrade! I also never saw anyone moved froward on any of the flights I've been on, so I'm guessing it's not a common thing here.
Looks like a more personalised service over there, probably due to the lack of P1s as you said.

I love QF, lol.

The onboard upgardes are actually before I have sat down in my whY seat (only once have i been moved to a J seat once seated in whY) when I board the CSM looks at my boarding pass & notices im in 4A or 4F & politley says what seat in J to sit in.