QF Feedback about the changes!

[tyrolean]

Yes just the generic address.

 

[drsmithy]

If qantas are looking for complaints, they need look no further than here !
What better informed, regular travel ( flyer) forum than this, to distill the level of discontent?

People posting here are probably representative of 1% (or less) of Qantas customers.

 

[opusman]

People posting here are probably representative of 1% (or less) of Qantas customers.

1% of customers but a much higher % of revenue!

 

[drsmithy]

1% of customers but a much higher % of revenue!

Per-capita, definitely.

Absolutely, though ? It'd be interesting to see the numbers. I'd be surprised. "Quantity has a quality of its own."

It seems clear to me that QF management is more interested in low-profit-margin sales at high volumes over high-profit-margin sales at low volumes, and has been for many years.

 

[Deleted member]

People posting here are probably representative of 1% (or less) of Qantas customers.

But. ( Says he in a dramatic voice) probably a very important 1%.
When Galaxy and news poll do a survey, they don't contact the whole electorate.
While I agree the 1% are probably the most savvy of their customers, I would suggest we are still somewhat representative of their customer base and a good cross section exists on AFF too there are a number of participants here that Fly infrequently , but still want a good experience. There are FIFO persons, long term commuters, train spotters, retired travellers, ex pilots, self employed self funded intermittent flyers ( me) .
A fair number of BFOD ( judging by the comments) and of course a large number of he above can and do make pertinent observations and comparisons of he various FF programmes.
So small or not. 1% worth listening to IMHO.

 

[JohnK]

People posting here are probably representative of 1% (or less) of Qantas customers.

Much less.

There are 36,772 AFF members. I would be surprised if 50% of those posted and how many post regularly? And how many of those members have posted in these threads sinnce the changes announced last week? 100 members? 200 members?

There are supposedly 10,000,000 million QFF members. The majority would not know about the changes. The majority would not care about the changes. Sat next to a Platinum on SYD-BNE flight last Sunday who does 200+ flights per year and purchases the cheapest red e-deals and he had no idea.

 

[drsmithy]

But. ( Says he in a dramatic voice) probably a very important 1%.
When Galaxy and news poll do a survey, they don't contact the whole electorate.
While I agree the 1% are probably the most savvy of their customers, I would suggest we are still somewhat representative of their customer base and a good cross section exists on AFF too there are a number of participants here that Fly infrequently , but still want a good experience. There are FIFO persons, long term commuters, train spotters, retired travellers, ex pilots, self employed self funded intermittent flyers ( me) .
A fair number of BFOD ( judging by the comments) and of course a large number of he above can and do make pertinent observations and comparisons of he various FF programmes.
So small or not. 1% worth listening to IMHO.

Now, I'm the first person to say that the plural of anecdote is not data, but...

I would argue that nobody who is "interested" enough in flying to be even reading AFF is representative of the typical Qantas (or any other airline) customer.

Of all the people I know - a reasonably diverse, though I would never argue, comprehensive, demographic, as most are at least average income or (significantly) higher - none of them have any interest in their flying past getting from point A to point B (for the lowest price if they are paying for it themselves).

While most of them collect FF points when they fly, and some even funnel CC spend into QFF (or other programs), they generally never expect to have enough to use on anything significant, and typically "spend" them on economy domestic flights or shopping.

I know several people who have done multiple RTW trips. None of them know what an xONEx is. They all booked their trips via a travel agent. I know people who have been WP for a decade and have zero interest in, or understanding of, what that means outside of getting into the lounge for "free" before a flight. I know people who do "RTW" (work) trips as individual segments often paying for their own side trips along the way.

I would never consider myself to be an expert on the nuances of FF benefits, in the context of AFF, but everyone I know who has any interest or who I have helped in the past, considers me a guru of flying lore.

Next time you get on a plane, look around. Outside of a few corner cases, I guarantee you at least half the people there don't even have a FF account. Why would they when they probably fly less than half a dozen times a year ?

 

[BD1959]

Yes just the generic address.

Thanks tyrolean.

Feedback provided to QFF. Would have done so last night, but was flying back home .... on VA. My migration has commenced.

Regards,

BD

 

[RooFlyer]

Thanks for bringing this up tyrolean . Will get off my backside and make the complaint (although I am doing so directly to my friendly Qantas exec in MEL )

 

[Ansett]

Have already provided feed back and got a personal reply back which really didn't say anything

 

[BD1959]

Hi tyrolean,

Congratulations on at least getting a personal phone call.

As cynical as I am, I'm willing to email QFF with my concerns

Don't usually (deliberately!) respond to my own posts, but received a follow-up cal yesterday from QFF. Unfortunately, I was in a conference call and the Rep left a voicemail, which is a shame because even on the VM he sounded quite chatty.

Thanked me for my feedback, said that there had been a massive response to the changes and that they were being collated and passed on to "higher beings". He was really apologetic that he couldn't respond to each point - that I'd raised some interesting issues - but that QFF really were receptive to what their customers are telling them and to please continue to provide feedback going forward.

As I said before, I'm quite cynical when it comes to large Companies and responding to Customer Feedback (I was also cynical that QFF would even look to respond personally) but this actually sounded quite genuine.

I'm going to vote for QFF to receive this year's Gold Logie!!

Regards,

BD

 

[MH_fan]

This thread has inspired me to email QFF with my thoughts and feelings about the changes!

What's the email address?

 

[Danger]

You've gotta give QF points for replying to feedback. Here's hoping they actually respond.

 

[BD1959]

This thread has inspired me to email QFF with my thoughts and feelings about the changes!

What's the email address?

Hi MH_fan,

As tyrolean pointed out in #21, just the generic: [email protected]

Regards,

BD

 

[burmans]

As I said before, I'm quite cynical when it comes to large Companies and responding to Customer Feedback (I was also cynical that QFF would even look to respond personally) but this actually sounded quite genuine.

Unlike some I dont assume that large Companies dont listen to feedback, I think they get a lot (and some is pretty interesting but rubbish). Its a bit like us being prepared to listen to others opinions, which I do, but I don't necessarily accept or agree with that opinion.

There are plenty people with the view that if their feedback is not accepted then it hasn't been listened to, not really true, it may have been listened to, properly considered but just not accepted. Companies are no different to individuals in their right to hold differing opinions.

 

[BD1959]

Unlike some I dont assume that large Companies dont listen to feedback, I think they get a lot (and some is pretty interesting but rubbish). Its a bit like us being prepared to listen to others opinions, which I do, but I don't necessarily accept or agree with that opinion.

There are plenty people with the view that if their feedback is not accepted then it hasn't been listened to, not really true, it may have been listened to, properly considered but just not accepted. Companies are no different to individuals in their right to hold differing opinions.

Maybe I just consider most of my feedback to be rubbish.

Regards,

BD

 

[TheEmu]

Now, I'm the first person to say that the plural of anecdote is not data, but...
...
<snip>
...

...but that is a priceless little one-liner! Mind if I use it, please?
Agree with the rest of your dat...anec...err...post, btw.

 

[QPProletarian]

IMO one of the changes that Qantas forced upon it's members was the resetting of Loyalty Bonus. Now you have to reach 500SC per memebership year before getting the (increased to) 8,000 bonus points. Prior to those changes, the Loyalty Bonus never resetted and thus a PS at least could get a small 5,000 reward every 450 SC they accumulated.

I still feel ripped off about this as the rug was pulled out just when I was about to reach the 450. This was back when I didn't fly as much.

 

[Himeno]

It seems they still have a habit of replying before reading the entire message.
I just asked them 'Why', re lower SC earn for former Zone 5 (details at FlyerTalk Forums - View Single Post - New Earning Table (esp Partner Airlines))

Reply, after seemingly only reading half the message was
"earning is better aligned with international fare structure. Some sectors now earn more"

(other then every QF metal flight into Asia now earning fewer SC in almost every fare class besides N, O, Q and W [which get the same as now])

 

[trippin_the_rift]

I've had first hand experience where QF have made a direct change to feedback I provided.

Couple years ago I mentioned the sydney intl bus transfer didn't accept the Qcard as a boarding pass after the bus driver told me to go get a "real" boarding pass.
Nearly 12 months later I got a follow up call to say it had been fixed/implemented.

Changes to feedback can happen.

Unfortunately, sometimes people/companies need to feel pain before any change is made.