QF 29 Business check in, Melbourne, 2nd October

[c_andrew_lucas]

I arrived well in time, with no queue at the counters. However, the QANTAS check-in staff member lacked any people skills, to the point that most people would consider her rude. I left the check in desk lamenting that the only reason I was travelling QANTAS was because of the large number of frequent flyer points I've earned.

Her poor attitude was fortunately offset by the excellent Business Class cabin service, with one J Class cabin crew reminding me of what the "Old QANTAS", i.e., pre-Joyce airline, was like.

QANTAS has a massive cultural job to do. First, to free the staff from the "low-cost, follow the procedure" approach to one where staff initiative is rewarded, not crushed.

The second step, equally as difficult, is to persuade frequent fliers, many of who have flown with the airline for a long time (my FF no is in the 40,000s...) that the company has recovered the spirit of what the airline was like from its inception to 2008.

 

[Spacetravel]

What happened at the check in counter?

 

[jb747]

I wonder if she was even a QF employee. AJ outsourced just about everything, except, sadly, management.

 

[RichardMEL]

Usually counter check in is fairly straight forward. You get asked the standard questions and all done pretty quickly unless an issue. Does make one wonder what may have happened for this agent to be considered to have poor skills or rude. It would be a thanklessly repetitive job tbh. I expect politenes and hopefully efficiency, but usually the transaction is done quickly.

I can't recall the last time I encountered a check in agent (for any airline) obviously having a "bad day" tbh. No doubt have been, and sure there are people that perhaps shouldn't be customer facing in roles out there (I would be such a person tbh, but never had a direct role dealing with customers).

 

[encryptededdy]

Could you elaborate on what happened? There's not much that happens at check-in to go wrong unless you had a special request if some kind?

 

[TheInsider]

QANTAS has a massive cultural job to do. First, to free the staff from the "low-cost, follow the procedure" approach to one where staff initiative is rewarded, not crushed.

The second step, equally as difficult, is to persuade frequent fliers, many of who have flown with the airline for a long time (my FF no is in the 40,000s...) that the company has recovered the spirit of what the airline was like from its inception to 2008.

Their job is to follow procedure.

 

[DejaBrew]

Considering OP’s three prior posts to AFF, I’m sensing a common theme such that it may not have mattered what the check-in agent did/didn’t do on the day.

Agree with @encryptededdy and @Spacetravel that more info is needed.

 

[p--and--t]

Considering OP’s three prior posts to AFF, I’m sensing a common theme such that it may not have mattered what the check-in agent did/didn’t do on the day.

Agree with @encryptededdy and @Spacetravel that more info is needed.

Very good observation

 

[exmc]

However, the QANTAS check-in staff member lacked any people skills

Nothing eventful happens to me during check in, although last time the Qantas staff said good weather in Hong Kong and when I landed it was typhoon season. Always double check!

 

[DejaBrew]

Nothing eventful happens to me during check in, although last time the Qantas staff said good weather in Hong Kong and when I landed it was typhoon season. Always double check!

That’s a sackable offence if ever I’ve heard it

 

[AIRwin]

Nothing eventful happens to me during check in, although last time the Qantas staff said good weather in Hong Kong and when I landed it was typhoon season. Always double check!

At least the Qantas staff weren't the flight crew themselves

 

[lovestotravel]

Flight wasn't delayed or cancelled

You should be happy

 

[clifford]

Their job is to follow procedure.

That's very interesting as it doesn't seem to apply to VA checkin operators at CBR (yes I know it isn't QF). Some individuals ask to weigh my carry on and some are so Joe Cool that anything goes. I expect the same might apply to QF check in personnel.

 

[Sprucegoose]

Nothing eventful happens to me during check in, although last time the Qantas staff said good weather in Hong Kong and when I landed it was typhoon season. Always double check!

Or never ask!