Qantas Platinum One experiences?

[smarty11]

Can I just go back to the suggestion of staff "lying" to customers?

While I am not an apologist for QF nor condone what's happened in the specific case (and acknowledge the poster has moved on) I want to just state a view on this. Nobody knows for sure if there was a deliberate lie per se, or series of them, or it was more an issue of privacy/saving face/trying best to deal with an awkward situation. Again not agreeing with the actions, but for example, your onboard crew were not responsible for last minute seat swaps yet have to deal with a (legitimate) request from the moved passenger. I wonder if saying a "higher status pax" was indeed not so much a lie but a general way of giving the truth as best they can. I mean, SST then claimed it was (unknown to us) staff, a high up it is presumed... one presumes on company business.. in that extent they *were* "higher status" it seems to me. Now one can argue one's definition of "higher status" and if the P1 should have been moved at all (I do not think they should have) but I'm talking about what is the onboard staff to do? they're in a lose/lose situation really in a situation not of their making. I'd hate to have been that CSM tbh.

I think there are lies, and there are, if you will, "white lies" or explanations given to best deal with a situation. For example, I would consider being told a seat change had occured for a mechanical issue with the seat only to see someone else in that seat onboard a lie and that's very easy to verify as such.

It could well be, per my reading of the situation as posted (of course I wasn't involved or there) that various versions of the truth were provided.

There's also the situation where sometimes the full information is not available to everyone at the time of inquiry - heavens we've read enough examples of this in the last week alone.

just my 2 cents in the interest of, if not fairness, then playing devil's advocate.

I think your points are very valid. sometimes 'white lies' are told to tell people what they want to hear. or to salvage a bad situation or even, as you suggested, staff may not be fully aware of background circumstances. To be honest this is part of the reason I don't want to divulge the details of the 'staff' who got that seat as I don't want anyone to be reprimanded (incl SST member who gave me the details which perhaps they shouln't have) and also in recognition that they tried to do their best in the situation.

Frankly, at the end of the day, all i care for is good and consistent service. I am fully aware that whenever and whereever there are real people invovled there wil be a degree of variations in service delivery as we are all human beings who are dealing with human beings. The challenge for QF (an any business in service industry for that matter) is to be able to deliver a consistent product offering through a vast workforce.

I am aware of the other end of the spectrum, when customers have unreasonable (again this is subjective) expectations just because they have achieved a tiered status.

 

[Princess Fiona]

IIRC there were two that I am aware of. One self funded CLPO who contributed to AFF in the spirit of AFF who doesn't post any more
Another who was a self proclaimed taxpayer funded DFAT employee who would have undertones of rubbing our faces in the fact that he got CLPO by flying long haul F/J and without paying for it (in a direct sense). He got brutally shut down when others suggested he quit his job and become a self funded CLPO. Just saying.
But yes, CL would trump P1 in the eyes of QF - I am yet to see evidence of the contrary.

Actually I don't think that member has gone away at all (DFAT CLPO) In fact I've just seen the name pop up as browsing the QF threads.
The walls have ears

 

[kermatu]

Another series of domestic and trans-tasman flights just done, in Y (domestic) and J (points upgrades, TT). Inconsistent treatment and no real benefits from P1 status (P for pointless?)

Being P1 I did get the upgrades confirmed a week out, so that was good. And the J flights were great - but everyone got the same treatment.

Shadows sporadically requested. None stuck, despite some empty seats elsewhere on plane. 1 in the 6 flights had a greeting and offer of anything to make the flight more comfortable - 10 minutes before descent commenced on a 3 hour flight. So pointless.

And no comp upgrades of course, despite 4 of these having pretty open J cabins (one was full, one had no J class).

Nothing wrong or bad. But remains such a letdown.

10 of my next dozen J flights this month are with Cathay, BA, Finnair and Iberia. Let's see if they are paying better attention.

 

[trippin_the_rift]

Another series of domestic and trans-tasman flights just done, in Y (domestic) and J (points upgrades, TT). Inconsistent treatment and no real benefits from P1 status (P for pointless?)

Being P1 I did get the upgrades confirmed a week out, so that was good. And the J flights were great - but everyone got the same treatment.

Shadows sporadically requested. None stuck, despite some empty seats elsewhere on plane. 1 in the 6 flights had a greeting and offer of anything to make the flight more comfortable - 10 minutes before descent commenced on a 3 hour flight. So pointless.

And no comp upgrades of course, despite 4 of these having pretty open J cabins (one was full, one had no J class).

Nothing wrong or bad. But remains such a letdown.

10 of my next dozen J flights this month are with Cathay, BA, Finnair and Iberia. Let's see if they are paying better attention.

Part of the issue with airlines (could be QF but certainly happens with other carriers) is they have a goldmine of data at their fingertips.

They have intellectual PhD employees, actuaries with experience in data mining from blue chip companies and computer science people all of which are good at a very particular task trying to find opportunities within the data sets. They try to understand you, what you like and how you can interact with the product on a more regular basis. These people are miners. They're not strategic. Their managers are under pressure to deliver measurable insights and create new paths to revenue through data and this means they follow the easiest paths which align with sales teams.

What these airlines clearly don't have is a master jeweller.

You can dig all day in the pots of gold data but unless you have someone who can turn that gold into extremely valuable jewellery which the company can leverage to precisely understand what the member wants at any given time - it's entirely useless and in fact can, will and often does backfire. This leads to lost revenue opportunities, misalignment customer:company relationships and never totally fulfilled customers. Of course - the data team would never spot these lost opportunities because they don't have a master jeweller who knows what and how to look for this.

So while what you describe may seem primitive and fundamentally basic Platinum One benefits; what you are describing is essentially a failure of QF Loyaltys ability to know you.

 

[RichardMEL]

10 of my next dozen J flights this month are with Cathay, BA, Finnair and Iberia. Let's see if they are paying better attention.

Noting to BA, IB, CX, AY etc you're "just" a OWE. Like EK, I do not think P1 translates to anything significantly extra in partner systems.

Just on the comp upgrade thing. Here's the problem with this. Or a problem as I see it anyway. My last flight I booked in Y as a red-e and hey presto I got the freebie to J (a Saturday afternoon with zero paid pax I'm 99.5% certain). Now that's great but does it then set up an expectation that I should get the same on the next Y flight I take? maybe the next Saturday arvo empty-J flight I take? And if i got 2 in a row, would it then suggest that well if I just book the cheapest fares I can expect one most times? net result to QF possibly lower yield. QF don't want that. I am sure P1 SST keep a track of how many comp's one gets on what routes etc to not make it a regular thing because that would, to my way of thinking anyway, give an expectation to some that well it will always happen. (Similar, but not quite the same to the system in the US where elites would get comp domestic Y->J upgrades).

The way I see this thing is that if it's an every so often surprise thing then that's just it. Really nice. Now on that flight I took I could have put in for a J upgrade with points - I didn't because it was a short (MEL-BNE) sector and part of me was curious about the Y boxed meal offering (it was a "lunch" flight). I upgraded with points the return because I knew I'd want to sit in J on that return so I paid for it with my points (and had a picked a flight with U showing when I booked ). Those are my choices.

My comments aren't directed at anyway - as kermatu stated there was nothing wrong or bad with the flights. Just some thoughts on the comp upgrade thing.

 

[kermatu]

Part of the issue with airlines (could be QF but certainly happens with other carriers) is they have a goldmine of data at their fingertips.

They have intellectual PhD employees, actuaries with experience in data mining from blue chip companies and computer science people all of which are good at a very particular task trying to find opportunities within the data sets. They try to understand you, what you like and how you can interact with the product on a more regular basis. These people are miners. They're not strategic. Their managers are under pressure to deliver measurable insights and create new paths to revenue through data and this means they follow the easiest paths which align with sales teams.

What these airlines clearly don't have is a master jeweller.

You can dig all day in the pots of gold data but unless you have someone who can turn that gold into extremely valuable jewellery which the company can leverage to precisely understand what the member wants at any given time - it's entirely useless and in fact can, will and often does backfire. This leads to lost revenue opportunities, misalignment customer:company relationships and never totally fulfilled customers. Of course - the data team would never spot these lost opportunities because they don't have a master jeweller who knows what and how to look for this.

So while what you describe may seem primitive and fundamentally basic Platinum One benefits; what you are describing is essentially a failure of QF Loyaltys ability to know you.

Wouldn't a simple way to understand me (and P1s generally) be to contact me and ask for views, feedback, preferences etc? I am certainly not one of QF's biggest customers / would be quite low on any value rating (though perhaps more influential than any direct data would suggest). Yet I was surprised to never be contacted after my first year to give views. And only the generic welcome for the start of my current stint (after one year gap). Even if it was as a result of views on this forum, wouldn't it seem worthwhile to ask some questions?

 

[kermatu]

Noting to BA, IB, CX, AY etc you're "just" a OWE. Like EK, I do not think P1 translates to anything significantly extra in partner systems.

Just on the comp upgrade thing. Here's the problem with this. Or a problem as I see it anyway. My last flight I booked in Y as a red-e and hey presto I got the freebie to J (a Saturday afternoon with zero paid pax I'm 99.5% certain). Now that's great but does it then set up an expectation that I should get the same on the next Y flight I take? maybe the next Saturday arvo empty-J flight I take? And if i got 2 in a row, would it then suggest that well if I just book the cheapest fares I can expect one most times? net result to QF possibly lower yield. QF don't want that. I am sure P1 SST keep a track of how many comp's one gets on what routes etc to not make it a regular thing because that would, to my way of thinking anyway, give an expectation to some that well it will always happen. (Similar, but not quite the same to the system in the US where elites would get comp domestic Y->J upgrades).

The way I see this thing is that if it's an every so often surprise thing then that's just it. Really nice. Now on that flight I took I could have put in for a J upgrade with points - I didn't because it was a short (MEL-BNE) sector and part of me was curious about the Y boxed meal offering (it was a "lunch" flight). I upgraded with points the return because I knew I'd want to sit in J on that return so I paid for it with my points (and had a picked a flight with U showing when I booked ). Those are my choices.

My comments aren't directed at anyway - as kermatu stated there was nothing wrong or bad with the flights. Just some thoughts on the comp upgrade thing.

Understand P1 means nothing to other OW airlines (not just QF!). Most of these J flights have no F so not expecting upgrades of course. Poorly phrased on my part - more just looking to see how a OWE is treated.

On comp upgrades, I understand you don't want them given out too freely. I guess my main issues are a) the promise of something unsurpassed and b) inconsistency based on my own experience but also reports here.

On inconsistency, some get regular invitations, others get nothing. Some get Christmas gifts, others nothing - or offered one year but not the next. Some get upgrades, others nothing. Basics like shadows not holding for seemingly no good reason - is it that difficult to put a hard block that only a senior airport manager can remove for a genuine operational reason? And very hit and miss onboard acknowledgement/benefits. Nothing negative but frustrating and surely damaging if QF wants to be a premium airline.

I'm all for more concrete, defined benefits. In this regard, I thought Partner Platinum was good. I'd be in favour of a set number of comp upgrades or vouchers being given to a P1 then anything else is not expected and would be a genuine bonus. Or greater choice - eg, you can have partner platinum OR 2 guaranteed J to F upgrades OR 200,000 points OR 3 invitations to confirmed event (Boxing day test; F1 GP) OR ...

Just further thoughts.

Perhaps the majority of P1s are happy and never post here.

 

[trippin_the_rift]

Wouldn't a simple way to understand me (and P1s generally) be to contact me and ask for views, feedback, preferences etc?

You would think so... and the challenge would be how do they store and extract the data in a meaningful way. After all, there's 1000's of P1's like you all with different preferences, goals, concerns and motivation behind interacting with the program. No doubt QF do this with their top 100 customers (1 on 1 service/knowledge rather than pooling the data and trying to apply a single solution) although this is likely recognition through CL - which again doesn't solve any problems and certainly doesn't maximize the revenue potentials.

I'm all for more concrete, defined benefits. In this regard, I thought Partner Platinum was good. I'd be in favour of a set number of comp upgrades or vouchers being given to a P1 then anything else is not expected and would be a genuine bonus. Or greater choice - eg, you can have partner platinum OR 2 guaranteed J to F upgrades OR 200,000 points OR 3 invitations to confirmed event (Boxing day test; F1 GP) OR ...

I believe setting these types of tangible benefits in stone will provide QFF with the one thing that seriously lacks in the overall product and that is consistency. Back in the day when Upgrade Credits were around you knew they existed and even if you never used them they were available.

However on the flip slide there is likely someone who will think giving hard cost benefits to everyone is a waste because a % of P1's won't know about all of the benefits so why give them out anyway. Granted this thinking short sighted and doesn't factor in other attributes of that demographic - but there's always one who will stand in the way of progress of the vision.

 

[RichardMEL]

Karmatu, I really like your thoughts above. thank you.

Like you, most of my paid QF SC earning flying is already in premium cabins (I'm lucky/spoilt/stupid ) so it's hard to upgrade (though I have just put myself on a 380 LAX-MEL in J, with an upgrade request, so see how that goes ) and I suspect a fair number (eg: TonyHancock types) who would be similar. You find me the P1 on all Y fares and I'll buy her lunch!

I like the idea of set upgrades, like AA or UA system upgrades, but many (as above) may see little need/use for them, but then again the cost to QF would be minimal if hardly any are exercised.

The whole consistency argument is absolutely overwhealming. I mean I don't care too much for onboard recognition/slurping (unless someone wants to give me a bottle of 2004 LGD ) but the fact that there seems to be some sort of issue with P1's being denoted on crew manifests is stunning to me - your best customers not even being known to the crew unless they spot it on your BP when you board and remember? Or even that, per reports here, seems to be inconsistent.. eg some CSM's see it on ipads, some don't, etc. It does bug me that it isn't consistent, and sure, if I'm sitting next to a WP and they're greeted and I'm not I would note that inconsistency. I wouldn't be jumping up and down and doing the DYKWIA dance or anything, but if you're going to do that sort of thing, do it right and consistently, or not at all.

Again with the intangible benefits of P1 - event invites, comp upgrades, etc I am sure the standard reason will be "Well update your profile and maybe..." sure, but it does seem that some get offered more than others. I don't mind that much personally but it would be nice. I've had a maybe 3? offers in 3 years. 1 for the cricket I took up (yay!), one for a show that I wasn't really interested in (not QF's fualt!) and another for a movie screening but I was flying that day (irony, right?). Plus the books most got.

I wonder if they also tie things like epiQure membership or QF Golf/Ski etc as further data points? I have not been a QF EpiQure member for the past few years as I didn't bother, but recently when trying to find a wine I really enjoyed in J and I couldn't I suddenly remembered the free for P1 membership, so thought I'd look there (oh Juniper Crossing, why are you not there?) and well joined up (why not right?) and hey presto, some sort of joining gift of a bottle of Taittinger Brut NV was mine "free" (and duly showed up)... though I don't think that was exclusive to P1. Anyway so I wonder if, for example, those who have gotten wine etc is because maybe they're QF EpiQure members and have placed orders so Qf would have further data on preferences?

Perhaps the inconsistent nature of these intangible benefits of P1 are more or less deliberate - ie: if you got a bottle of wine and a free upgrade each christmas and a phone call from the SST and a box of choccies on your birthday, would you then get to either expect or loathe it? This way, it seems more-or-less random to us as customers so maybe tomorow there will be a surprise. Maybe not. OK most likely not

really I don't qualify for P1 for the hopes of a set of books or invite to the cricket as fun as those are. I have done it because I travel, the benefits(stated) are of use(well, OK that is debatable!) and to me, anyway, that's what counts. The other stuff is icing on the cake and a nice fuzzy feeling.

That's just me. I am sure others mileage will vary

 

[ReLoad]

OpUp on QF 400 this morning, flight oversold in whY. Happy days in 1B

 

[esquire]

Karmatu, I really like your thoughts above. thank you.

Like you, most of my paid QF SC earning flying is already in premium cabins (I'm lucky/spoilt/stupid ) so it's hard to upgrade (though I have just put myself on a 380 LAX-MEL in J, with an upgrade request, so see how that goes ) and I suspect a fair number (eg: TonyHancock types) who would be similar. You find me the P1 on all Y fares and I'll buy her lunch!

I did an entire earning year of P1 on Y domestic/Asia Pacific region 2 years ago, albeit most of them flexi fares but a few discount Ys. Does that mean I get a free lunch?

Now it is about 85% domestic Y - 115 Domestic/Trans-T QF flight sectors since 1 Jan (along with enough VA flights for Platinum too)

I sometimes even go into the regular dom Qantas Clubs, use the regular boarding lines and even book a seat at the rear of the plane sometimes (only on flights with rear exit) .... just for something different

 

[TonyHancock]

Paging dot to this thread please!

 

[RichardMEL]

bit of an amusing "fail" (in a very minor way) by QF/P1 this morning.

My membership year ends August, so I just ticked over (so sad to see all those expired SC's, but I digress). Anyway I re-qualified for P1 at the end of July and received my new card about 2 weeks ago, maybe a little more (totally underwhelming requal package btw - like LTG letters it seems QF like to apply the "less is more" approach? oops, another digression).

So OK I knew I had made it, have new card etc

This morning I get an email from the P1 team, auto-generated it seems.

The subject is hardly helpful: "FFPO <number> <name>" (now, I can figure out FFPO's meaning and I know my number and name but couldn't they have a more friendly subject line?). I got a bit excited thinking oh maybe they have seen a booking I just made and done something nice or, I dunno

but here it is

(I know certain readers here will enjoy the wording of the form letter)

Dear Mr MEL,

Congratulations on reaching Platinum One again this membership year.
As thanks for your ongoing support of Qantas, it’s our pleasure to continue providing you with all the privileges of Platinum One.
Your new card and a summary of your benefits have been sent to the preferred address in your Qantas Frequent Flyer profile.
You remain one of our most frequent flyers and we know that being recognised and enjoying higher levels of service is important when you fly. That’s why we’re here to help. The Platinum One team is dedicated to overseeing the travel of Platinum One members. Simply contact us whenever you need additional support beyond routine requests or where you need urgent assistance with imminent travel on Qantas.
Our support is designed to complement the existing Qantas Premium reservation service you receive when you call Qantas for general bookings including Award flights and Upgrade requests. And, to make it easier for you, any fees which would normally apply are waived for Platinum One members when you call Qantas Premium reservations to make a new Qantas booking.
As a reminder, the numbers on the back of your Platinum One card are for Qantas Premium reservations. Our contact details don’t appear on your card, so it’s best to keep them handy.
By qualifying for another year of Platinum One privileges, the offer of complimentary Platinum membership for your Partner is also extended in line with your Platinum One membership. If you’ve already nominated your Partner, their Platinum membership will automatically be extended unless you contact the Frequent Flyer Service Centre during business hours on [ Premium res number ] to update your Partner details. If you haven’t already nominated your Partner, visit https://www.qantas.com.au/fflyer/dyn/flying/tier-benefits#benefits-of-platinum-one

We look forward to taking care of you as you continue to travel around our network.

Yours sincerely,

The Platinum One Team

so like a month late, a unhelpful/friendly subject line, and really nothing to see here email....

so QF if you're reading, maybe someone can have a look at this process and fix it up a bit? just a thought

 

[TonyHancock]

Interestingly the P1 Telephone number is on the back of the card, but the standard Platinum line number is given only as the Sydney number and not the 13 number.

 

[RichardMEL]

Interestingly the P1 Telephone number is on the back of the card, but the standard Platinum line number is given only as the Sydney number and not the 13 number.

Yes, I've noticed that too. I suspect it is due to space considerations in that, you can fairly easily find the QF general res number (And I never call the premium number, cuz I always forget the minor difference, so just call the regular one and it goes through automatically anyway). I suspect it's for when you're O/S and in a pickle they have it that way.

 

[kermatu]

On my return to P1 I had a call (phone message) and then the follow-up email. Same wording but there was the personal touch of the call and the email came from the same staff member. Every email after this first one is warm and friendly (or apologetic).

But I agree, starting with FFPO and number sends an interesting message! Makes it easier for them I'm sure when I just reply to the original message (which I tend to do for any further communication) they instantly know who I am.

 

[RichardMEL]

But I agree, starting with FFPO and number sends an interesting message! Makes it easier for them I'm sure when I just reply to the original message (which I tend to do for any further communication) they instantly know who I am.

Good idea. Didn't consider that.

To me though it just reeks of automation, and lazy automation at that - almost like a development project let go live.

How hard would it be for the work experience kids (in IT, not the SST who I do not think sent this personally) to set the subject line to "Congratulations, you've retained P1 for the next year!" or similar.

Heavens, the branding in the email is minimal... couldn't even have a picture of a happy smiling yield generating pax relaxing in the F lounge or something?

I no marketing genius but it's generic and about as personal as my bank statement. Sure, this is hardly a big deal (and I stress this) because it's just a confirmation of something I already know (a month late mind you) but I think it reflects a more general feeling; nothing about this makes me feel valued or like I am getting the personal service.

Just IMHO.

 

[trippin_the_rift]

I no marketing genius but it's generic and about as personal as my bank statement. Sure, this is hardly a big deal (and I stress this) because it's just a confirmation of something I already know (a month late mind you) but I think it reflects a more general feeling; nothing about this makes me feel valued or like I am getting the personal service.

Just IMHO.

There are three trains of thought with renewals in the CRM world.

1) Minimal to no contact with the customer (maybe a new card/letter) as to not interrupt the flow of business they're sending you. It's also designed to keep things as they are while not setting any new expectations or to have you re-evaluate your relationship with them.

2) Use as much personalised data on the customer as possible to re-engage and present them with a 1 time offer. In your example about having a smiling pax in F lounge - they could have pictures of the cities you've visited with snapshots of the lounge to refresh your memory on how good they were. Add in a 'year in review' with full highlights of your year with QFF...flights...points earned...crew you've given positive feedback on etc. The warm fuzzy feeling it should provide you.

3) Offer renewing customers a once off deal that re-stimulates existing business - make a song and dance about how glad they (QF) are to have you back for another year and talk about the future, what's coming, how exciting it is and that you're apart of this being a top customer etc. This keeps the momentum going.

Then, depending on the micro-demographic they have you in and what drivers there are behind your re-qualification they could very easily send you a hyper-targeted offer based on the goldmine of data they have on you. For example you earn good numbers of QFF points from credit card and you're tagged as a moderate level of interest in earning more points - AND - if your profile (based on flight alignment activity that shows you've not flown on QF for some sectors) there should be an overall 'how loyal is this customer' number. If these numbers make sense QFF then would look at what credit cards you DON'T have any send you links to signup to them which will directly benefit you AND QFF (in multiple ways).

Another example of CRM failure is the emails I'm receiving each week from Qantas which hold ZERO relevance to me, my situation or location.
Qantas here's yet another tip from trippin_the_rift: You should be logging where you think I am right now geographically, where the location I last logged onto QFF, the last location I opened/clicked an email and the last location you sent a text message to me (based on third party data you can obtain easily), linking this in with social media system you already have so that you then have a more detailed snapshot of where I am and how long I'm spending there. For any business/strategic intelligence person this is common sense and provides a clear cut path to increased revenue.

I might sound like a broken record in this thread but there are multiple clear missed opportunity to take a few extra bucks out of your pocket AND increase your overall satisfaction/NPS score in the process. So either someone in CRM isn't doing their job, nobody at QFF is driven to see new revenues and/or there is a significant lack of passion. Either way it's a total failure of the core alignments for the business to drive increase engagement and revenues. Of course this is entirely an outside perspective and maybe I'm wrong.

</common sense rant>

 

[Mattg]

2) Use as much personalised data on the customer as possible to re-engage and present them with a 1 time offer. In your example about having a smiling pax in F lounge - they could have pictures of the cities you've visited with snapshots of the lounge to refresh your memory on how good they were. Add in a 'year in review' with full highlights of your year with QFF...flights...points earned...crew you've given positive feedback on etc. The warm fuzzy feeling it should provide you.

Just wanted to mention that I really like this idea...

 

[RichardMEL]

Some great thoughts there trippin_the_rift.

I don't mind, per se, approach 1 - which it seems they've taken with me. You qualified again (3rd year for me) so yeah, we're sending you a card reminder you can nominate Partner Plat (sadly not usable by me) etc. That's fine. It's just the way it was done (as above) could be improved very simply, even without the (good imho) suggestions of data mining to make it more personal. I think what really got me was the subject line of "FFPO <my ff#> <my name>" was so bad (in my view). and the fact that the email came 3 weeks after I received the kit makes it almost a waste of time (exception: if I've been travelling o/s for the past month I may not know that I got a new card, but even then if the email was timely when the system picked up I had re-qualified and generated the reissued card to be produced, that would make far more sense). The way it arrived is almost like an "automated afterthought"

I like the targeted offers idea. As you say they know where I've been and when and what I've paid for it (and what fare types).

I also agree that the weekly red-e-deal emails are more or less a waste - the only personalisation being the banner colour and your current points balance/status level. It wouldn't take much to program in some little teases like "This sale to HKG could earn you, as a P1 member, xyz points and SC's" or even "How'd you like to return to LA on QANTAS?" type of thing. That would be cool.

Still I must say QF is far from a fail here. The most laughable instance of this I had came from UA just a few months back who, despite knowing my home city is MEL and I've been a member for over 20 years, decided to send me a US-centric promotional email all about what a fantastic destination Melbourne was... and how I should book right away! that's ours, not Florida. It was so wrong it just made me laugh and shared it with some friends within that company. But I digress.

Hopefully QF can get smarter with their CRM systems. I'd love to see some interesting and clever targeted items (doesn't have to be offers like discounts of bonus SC's or something, though that would be great, but just evidence that they're working smarter to keep me engaged).

thanks for the thoughts and comments. I agree with much of it