QANTAS talking to the disaffected!

[OATEK]

QANTAS CEO talking about how the airline is working with unhappy punters to improve the QF service:

Speaking in Dubai this week, Ms Hudson said she had spent many hours in focus groups with “detractors” to identify what they needed to work on.

“So I’m surrounding myself with customers who’ve had bad experiences, not those who are promoters and I think that’s really important as leaders that we lean into that,” said Ms Hudson.

Also some prospects of improved liquor served on QF flights!

https://www.theaustralian.com.au/business/aviation/qantas-closes-in-on-precovid-customer-satisfaction-as-campari-added-to-inflight-drinks-menu/news-story/9b7e960ba77eea9c4a12f565bfcd39f4

P.S. I wonder if any on here are on the naughty list to be asked for feedback?!

 

[Gold Member]

I’m sure they won’t have a problem finding an ample supply of “Detractors”.

But trying to wash away all the Qantas pain points by appeasing with some nice gin is like putting a Band-Aid over a malignant cancer.

 

[TheInsider]

I’m sure they won’t have a problem finding an ample supply of “Detractors”.

But trying to wash away all the Qantas pain points by appeasing with some nice gin is like putting a Band-Aid over a malignant cancer.

Well it's really anyone that selects 6/7 and below on those surveys.

 

[RSVKanga]

Good news.

I think introducing introducing large food trays and metal cutlery in economy class should be next. Also updating that website to improve user interface and use their new font.

And when they launch fast, free, unlimited international wifi for all customers, they really need to get out and advertise that it is indeed fast, free, and unlimited for everyone and they don't discriminate based on class or FF status. The general assumption across all major airlines is that you need to pay for inflight wifi, need to fly a specific class or need to hold a minimum status level.

 

[justinbrett]

QF has had Campari for quite a while. At least on North American routes.

Jetstar started serving 23rd St Gin a few years ago which I really like (from SA). Enough with Beefeater, it may as well be Gordons.

 

[RooFlyer]

I'll available

 

[drron]

I'll available

Me too.

 

[DAC1]

I was one of the detractors and I went to two focus group sessions earlier this year at Mascot.

Amongst others, VH and Andrew Finch (General Counsel) were at one of them. Andrew Glance (CEO of Loyalty) was at the other.

 

[zig]

QF has had Campari for quite a while. At least on North American routes.

Jetstar started serving 23rd St Gin a few years ago which I really like (from SA). Enough with Beefeater, it may as well be Gordons.

I usually order Campari, and it has always been available, so nothing new here.

 

[Wing Nut]

I was one of the detractors and I went to two focus group sessions earlier this year at Mascot.

Amongst others, VH and Andrew Finch (General Counsel) were at one of them. Andrew Glance (CEO of Loyalty) was at the other.

...and?

 

[TeaKozy]

Looks like they are redeploying the failed Viasat 3 satellite in Asia Pacific. ViaSat-3 on the move

Given it only has 10% of the original planned capacity, you’d want to hope that they haven’t over-provisioned.

 

[justinbrett]

ET suggests QR isn't putting Starlink on its A380s.

Qatar Airways to offer free superfast WiFi

The Gulf carrier will connect its entire fleet with the innovative Starlink micro-satellite network.

www.executivetraveller.com

Qatar's will start before the end of the year. Ergo that's before Qantas' start, ergo Qantas is later.

QF is starting this year as well. So probably around the same time.

 

[SeaWolf]

It's a good sign, but until it results in actual improvements I'm sceptical. There's been a lot of promises of listening closely to customer feedback in the past that haven't resulted in noticeable improvements.

In regard to things like metal cutlery, more WiFi or a new website font, I don't think that's what most customers are looking to see improved. What I'd want to see would be a return of service desks at airports, reduced call centre wait times, better call centre training, reduced fees on rewards seats.

Extra features are nice but if Qantas can't get the basics right then the complaints will keep coming.

 

[jase05]

Good news.

I think introducing introducing large food trays and metal cutlery in economy class should be next. Also updating that website to improve user interface and use their new font.

And when they launch fast, free, unlimited international wifi for all customers, they really need to get out and advertise that it is indeed fast, free, and unlimited for everyone and they don't discriminate based on class or FF status. The general assumption across all major airlines is that you need to pay for inflight wifi, need to fly a specific class or need to hold a minimum status level.

Actually providing edible food to Business class passengers would be great too and they could start by getting rid of Vanessa who is complicit in the mess that they are currently in

 

[DAC1]

...and?

And what? VH did exactly what she said she did (ie “surrounding myself with customers who’ve had bad experiences”).

The executives listened without judgement and generally without challenge or push back (particularly VH). They’re not really going to say much else in that forum (nor would I expect them to say or do much else at that time).

 

[justinbrett]

It's a good sign, but until it results in actual improvements I'm sceptical. There's been a lot of promises of listening closely to customer feedback in the past that haven't resulted in noticeable improvements.

In regard to things like metal cutlery, more WiFi or a new website font, I don't think that's what most customers are looking to see improved. What I'd want to see would be a return of service desks at airports, reduced call centre wait times, better call centre training, reduced fees on rewards seats.

Extra features are nice but if Qantas can't get the basics right then the complaints will keep coming.

We got all day booze (domestic flights after 9am). That's a win.

 

[JessicaTam]

[mod hat]
A number of posts have been removed due to being off topic, unhelpful or personal attacks.

Each one has also earned an infraction.

Petty tit-for-tat will not be tolerated.
[/mod hat]

 

[WilsonM]

Well it's really anyone that selects 6/7 and below on those surveys.

Is it a case of 0-6 is a fail, 7-8 is average and 9-10 is a pass for NPS - so that there's only really 3 scores? Be interested to know.

Regardless, listening is a good start. Actions, well, they speak for themselves, and time will tell if Qantas does repair the lack of trust in the community. Listening probably could've happened earlier, but at the same time it seems rare to me that high-level corporate are at least making the effort to go down and listen, so credit where the small credit is due.

I can't actually read the article, but I'd be interested to know what specific pain points they seek to address, rather than overall customer dissatisfaction. A key one for me would be QF support for consumer protection regulation a la EU - that would be a big thing to show that, for Qantas, the customer is actually first (hopeful, I know)

 

[Daver6]

Sadly no mention of improving their abysmal wine selection in the lounge and in the air.

 

[drron]

<redacted>

Qf with a much smaller fleet is also saying they will roll out the Viasat wifi in 2 years I did find an Executive traveller article of a month ago stating that the speeds were 10-15Mbps.

Fast, free WiFi on Qantas flights to Asia

The international fleet is getting an early upgrade for worldwide Internet coverage.

www.executivetraveller.com

<redacted>