Qantas thanks its most loyal customers

[medhead]

Whilst I agree 100%, QF have no real measure of lack of loyalty. They simply see raw numbers on how many flights you take with them. They are in no way aware when you fly VA or NZ or EK... They simply see how frequently you fly QF or a QF partner like JQ \ AA \ BA and your FF number is given.

They could look a bit deeper and look at the number of segments per booking. In my case they might notice that I used to have mainly return trips and now I mainly have one way trips all in the same direction. Someone looking at my bookings might wonder how I get back to xx_ everyweek in order to then fly xx_-YYY. They could even try to think how they can get me to fly YYY-xx_ on QF, instead of using car/train/bus/foot/the competition.


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.

 

[Pushka]

They could look a bit deeper and look at the number of segments per booking. In my case they might notice that I used to have mainly return trips and now I mainly have one way trips all in the same direction..

And our change in travel patterns is exactly the same and i was thinking this very thing last night. Anyone looking at strategic planning would be reviewing exactly this pattern change in recent months.

 

[drron]

Incorrect. We have been affected by both the strikes and the grounding. i had to go to work Saturday around 5pm when the grounding was called to quickly get people on flights to New Zealand first thing Sunday morning . In the weeks prior, we have had flights cancelled on the day of the flight. We have booked virgin where we could. We are just a small business in Adelaide and the Qantas issue has messed us around admirably. I hate to think how bigger businesses have been impacted.

And I bet the Unions would say they didnt need to strike if Q had been prepared to negotiate but that is a whole new kettle of fish!

But Jetconnect were still flying on Sunday.My son's flight to WLG was not affected that Sunday.

 

[Pushka]

But Jetconnect were still flying on Sunday.My son's flight to WLG was not affected that Sunday.

As I said before, we are in Adelaide.

 

[nlagalle]

You said our issues were only with the strikes, so I pointed out that we were also impacted by the groundings also.

And as a business owner we would not have shut the office door and told our customers we were not going to do business with you even though you had paid for our service and we dont know when we are coming back. Bottom line in us doing that = goodbye business.

And my point was simply that while they have offered these things, they are of no benefit to anyone who isnt travelling within their very restricted time frame. They are not making these offers to be nice, but they are in damage control.

Ok so I missed you were affected there too. So you would have received free flights for the ones that were cancelled? Actually I am surprised you were still booking Qantas given how good your experience with VA was?

And what do you do when a union is dictating how your business should be run? I've seen union actions close businesses. So you are caught either way. QF's actions while annoying or some, has shut down the games the unions were playing.

As for the extra benefits, so you may not get double points? That was just some icing on the cake? As you were affected by the grounding, were you not offered Epiqure, F lounge pass etc?

 

[harvyk]

I think this relates to every airline around the world.

It would however be nice if loyalty was restricted to BIS miles on QF metal alone, not fare class + BIS miles, because right now it's possible to become a "very loyal" QF customer (eg a WP) and do only 2 SYD-MEL vv flights on QF a year.

I like the AA system where number of sectors can be also used to qualify for status.

Oneworldplus2, I put down 2x SYD-MELvv as the only QF metal as they are short flights which most of QF's customers would do at some stage and yet count as the 4 minimum segments. If the customer then used nothing but other OW airlines for all their other flying (but crediting flights towards QFF) they would still become a QF WP without really stepping foot on a QF plane.

But whilst we're at it, if someone did a single SYD-LHR return in F, they would gain status beyond NB (SG here we come) by simply virtue of SC's earnt in F on such a flight. Even though they are SG's are they really a "frequent flyer" if they do no other flights in the entire year?

 

[Pushka]

Ok so I missed you were affected there too. So you would have received free flights for the ones that were cancelled? Actually I am surprised you were still booking Qantas given how good your experience with VA was?
And what do you do when a union is dictating how your business should be run? I've seen union actions close businesses. So you are caught either way. QF's actions while annoying or some, has shut down the games the unions were playing.
As for the extra benefits, so you may not get double points? That was just some icing on the cake? As you were affected by the grounding, were you not offered Epiqure, F lounge pass etc?

There was no strike action planned on Sunday so we thought it was safe. The last thing we expected was for the CE to bring down his own fleet.

And, Unfortunately we fly to places where only Qantas travel to. Like mining sites. So we have to rely on them. Yes the people who were affected received free flights, for one sector. That was nice for them but doesnt do much for me who lost a Saturday night trying to contact Qantas and make rebookings . The people who were affected by the grounding havent received any offers yet, but the company has received reimbursements for the flights.

Qantas may have realised that their actions have damaged the brand more than they thought. There are now viable competitors in the scene now. I dont see this as icing but a realisation that they need to do something quick.


Obviously I am not in favour of such bully boy Union tactics, but, given the day before there was a Shareholder meeting where the CE's salary was increased by the millions, then the very next day, wham bang, we are not flying anymore no warning, really really rankles. There was no right or wrong in any of the protangonists actions. But this is getting off topic so that is enough.

 

[dk4]

Like many I spend money on many essentials services that are owned & managed by private businesses - phone, internet, electricity, gas & air-travel....probably a few others that I can't recall.

We're lucky, in that we have a competitive market and free choice to select our provider across many of these essential services.......but, only one rewards my continued loyalty.......and I appreciate QF for it.

Well, you should try harder - all the service providers you mention reward my loyalty!

My best rewards are discounts off rack rate; be it for bundling multiple communications products with the same supplier or signing a fixed term supply contract with another.

If you are loyal to you utilities, and don't get anything (or enough) for it, well… I’m sure there’s a word for that!

 

[docjames]

...Puts fire suit on ready to be torched...

Example 1

Jim a Business Traveller for the past 3 years fly's numerous times with several airlines on a very regular basis, Jim always fly's with the cheapest airline or an airline with bonus offers to tempt his vulture habits of jumping on the best deals. Due to all this flying Jim has high status with many airline companies. Jim is given bonuses from one airline (Qantas) for his loyalty towards the company for the past 3 years even though he choses other airlines over Qantas more than 50% of the time...



Example 2

Joe and his family of 3 fly's occasionally for holidays & leisure, Joe aims to treat the family to one good holiday every year and has been lucky that this has been the case for the past 8 years. Joe has always travelled with Qantas as he believes his family should support an Australian run airline over other choices available. Many cases Joe pays a premium for choosing the Qantas metal. Joe understands that his loyalty and support towards Qantas at this critical time is more important than ever before. It is decided that Joe is not given a loyalty bonus from Qantas even though he chooses to fly Qantas on every occasion...


Question: Who is more loyal towards Qantas...? Jim or Joe...?


I personally don't have a problem with Qantas giving out bonuses like the recent offers, but I'm not sure their measure of loyalty is 100% true. Perhaps the offer should be named / defined as "Qantas thanks its high usage / spending customers" not "Qantas thanks its most loyal customers" since in the above example, the most loyal customer misses out...

Again, my 2c worth...

Ok, now let me prepare for the flames...

/Fire hose (not blow torch)/

From QF's point of view, the question is actually "Who is more profitable for Qantas...? Jim or Joe...?"

 

[Deleted User]

/Fire hose (not blow torch)/

From QF's point of view, the question is actually "Who is more profitable for Qantas...? Jim or Joe...?"

Qantas thanks its most loyal customers

So why use the word Loyalty when they actually mean profitable...!

 

[oz_mark]

So why use the word Loyalty when they actually mean profitable...!

Calling these programs 'Loyalty programs' is a bit of a misnomer. They are really just rewards programs, with the consumer being rewarded in return for companies accumulating a lot of information about individual consumers.

 

[Deleted User]

Calling these programs 'Loyalty programs' is a bit of a misnomer. They are really just rewards programs, with the consumer being rewarded in return for companies accumulating a lot of information about individual consumers.

Agree... I hope we can all see this point I am making

Perhaps Red Roo would like to change the wording in this thread to actually reflect that Loyalty has little bearing on the offers of late..

 

[TonyHancock]

So why use the word Loyalty when they actually mean profitable...!

Marketing spin unfortunately. A bit like using the word enhancement when removing benefits. I guess saying "we want to reward our customers who spend the most money with us" sounds a little grubbier than rewarding "loyal" customers.

 

[deka2]

If you change the word “Loyalty” to the word “Profitable” you then bring in another type of QF Customer.

How important to the overall “Profit” of the Company is the Customer who only travels a few times a year on a paid basis, but accumulates hundreds of thousands of QFF points through the use of Credit Cards, redeeming them for flights.

QF make a profit on this customer through earning Fees.

 

[coyote25]

Happy to get the first lounge pass, lost WP didn't think I'd get back in. Expires in 12 months and I have an overseas trip leaving from Syd in that time. Chance to experience the difference after 4 x Mel Flounge.

Wasn't really effected so nice bonus.

 

[docjames]

I guess saying "we want to reward our customers who spend the most money with us" sounds a little grubbier than rewarding "loyal" customers.

That pretty much sums up what I was trying to imply too.....

@shintaro10x - you didnt need that flame suit

 

[Must...Fly!]

No email for me

This bronze didn't get invited to the party!

Never mind.

 

[amaroo]

right now it's possible to become a "very loyal" QF customer (eg a WP) and do only 2 SYD-MEL vv flights on QF a year.

How do you manage that ......I need to know the secret

 

[reductionist]

How do you mange that ......I need to know the secret

If I'm reading between the lines correctly I think he/she meant that you can do most of your flying on other airlines and achieve WP (you're only required to do 4 flights with QF).

 

[MYT105]

If I'm reading between the lines correctly I think he/she meant that you can do most of your flying on other airlines and achieve WP (you're only required to do 4 flights with QF).

you can do all the flying on other airlines, you just need to book a few QF tickets on the code share flights, like a QF ticket on a BA plane still counts as a QF eligible segment.