QF Service to upgrade PAX

[codash1099]

Perhaps I'm just paranoid, but I had the distinct feeling that on QF481 (MEL -> PER) yesterday, the fact that I was an upgrade passenger was reflected in a distinctly lower level of service on the flight.

I was rather disdainfully offered my special meal which had been transferred from Y (I've never experienced that before, especially on an OD upgrade) and then served my alternate choice very offhandedly. Bread roll wasn't offered until well after others were served (I was in 1K) and refills of wine were not offered at all - walked straight past me after refilling others.

This is really the first bad service I experienced on QF in some years. Maybe I was overdue, but surely not in J.

Anyone else have a similar level of paranoia?

 

[Kiwi Flyer]

If you have a special meal request and get op-upped last minute you should be glad even to have gotten the op-up. It does cause issues and certainly should not expect a business class version of your special meal.

I am sure if you had no special meal request you would have been asked your meal choice and served just the same as other business class pax.

 

[serfty]

It's surprising they brought your special meal forward (unless you specifically requested it).

When upgraded I have never noticed any different level of service for different PAX in the cabin.

I have, however, experienced some variance seemingly based upon what FA's perception of a PAX. Wear suit and tie, or otherwise neat and the service is often obviously better than when wearing less tidy attire.

This does not happen often, but it should never occur at all.

 

[tuapekastar]

Perhaps I'm just paranoid, but I had the distinct feeling that on QF481 (MEL -> PER) yesterday, the fact that I was an upgrade passenger was reflected in a distinctly lower level of service on the flight.

I was rather disdainfully offered my special meal which had been transferred from Y (I've never experienced that before, especially on an OD upgrade) and then served my alternate choice very offhandedly. Bread roll wasn't offered until well after others were served (I was in 1K) and refills of wine were not offered at all - walked straight past me after refilling others.

This is really the first bad service I experienced on QF in some years. Maybe I was overdue, but surely not in J.

Anyone else have a similar level of paranoia?

I recently experienced what I thought was very good service MEL-PER-MEL, as a points upgrade both ways (though not ODU, upgraded immediately after purchase).

Outbound was a breakfast flight and I was cheerfully served everything, and offered more rolls or toast or whatever. Return was a lunch flight and I eventually had to refuse the food and seconds they kept offering. And they just kept on topping up the wine, unsolicited. (I didn't refuse that).

Was wearing (clean and relatively unfaded) jeans and a collared shirt and shoes (not runners).

So maybe you got a 'bad' crew member, or a crew member having a bad day, which is always unfortunate. I guess they knew in this instance you were an ODU as your special meal had to come from Y, not that this is necessarily the reason for the level of serrvice you experienced.

This question has probably been asked/discussed on AFF, but do the cabin crew know if a pax is points upgrade or award J, as opposed to full-fare paying?

 

[serfty]

OK, this is nearly 10 years ago but I traveled in F from PER to MEL, using a certificate to upgrade from J. I was in 1A on the 737, 1C PAX was op-upped due to being very tall (easier to do on those days).

I had a look at the PAX manifest clipped to the wall while waiting for the loo. My name was there with my (Old) Gold status but nothing else. So was his, but he also had a notation indicating an upgrade printed beside his name.

 

[Mal]

I don't believe I have had worse treatment when upgrading than others, but definitely see a big difference in service on International flights for different pax.

I believe status definately plays out on how you a treated in the J cabin. Sit in one of the back rows and watch the service process.

Service is normally not front to back, or back to front. The staffer will (normally subtly, but can do it very unsubtly) visit certain pax and ask what they want first.

This has happened to me. I've had things said to me like "We're very short on X item, and I want you to make sure you get what you want".

(mind you, they could be avoiding all of the freeloading/cheaploading staff in the cabin... the J cabin seems to be getting more and more full of staffers/families using their bennies!!)

 

[codash1099]

If you have a special meal request and get op-upped last minute you should be glad even to have gotten the op-up. It does cause issues and certainly should not expect a business class version of your special meal.

I am sure if you had no special meal request you would have been asked your meal choice and served just the same as other business class pax.

Not op-upped. I cost me 16000 points, although the FA wasn't to know that. And I don't object to being given a meal choice - just the way it was handled.

 

[codash1099]

If you have a special meal request and get op-upped last minute you should be glad even to have gotten the op-up. It does cause issues and certainly should not expect a business class version of your special meal.

I am sure if you had no special meal request you would have been asked your meal choice and served just the same as other business class pax.

Not op-upped. It cost me 16000 points, although the FA wasn't to know that. And I don't object to being given a meal choice - just the way it was handled.

 

[Batesy]

I got an op-up on a flight from PER to MEL last week, asked to upgrade with points in the lounge and they gave it to myself and my wife for free. I think it may have been because it was Christmas and because it was going to be delayed 2 hours. Big problems with luggage systems in Perth on the 23rd of Dec.

We got treated very well by the FA's, no issues with food or drink service, we were both dressed casually, I had shorts on!! I often upgrade and never get treated any differently. The little manifest that they use to greet you by your name only has your name & FF status on it. When I have seen this it makes no reference to fully paid or upgraded.

 

[rwatts]

All my flights in 2006 were domestic QF and all but two were upgaded using points to J (one was a Dash 8 and the other was just full). [I'm not high enough up the food chain for the Govt to pay for anything but Y domestically]

There was never any sub-standard service, and on most flights I was truly impressed by the service. On the other few occasions I didnt notice anyone else getting any better service. I'm afraid I've rather become addicted to J. Goodness knows what could happen if I ever taste F.

I particulary enjoyed one SYD>PER flight and incidentally was seated next to a QF cabin steward deadheading. When the meal was being served I was most impressed that he actually reminded the serving crew that he was staff and to please finish serving the rest of the cabin first. In the light of some experiences related here and on FT I took particular notice.

Richard.

 

[Febs]

I believe status definately plays out on how you a treated in the J cabin. Sit in one of the back rows and watch the service process.

Service is normally not front to back, or back to front. The staffer will (normally subtly, but can do it very unsubtly) visit certain pax and ask what they want first.

Personally, I'd say this happens more in Y! I've seen Plat's being granted all sorts of special treatment in Y, whereas my (usually very simple) requests as a Gold have sometimes been met with resistance (eg: I asked for an amenity kit, as I wanted to have a shave and freshen up. I was given the razor and shaving foam from an amenity kit, yet a pax in the exit row was given a complete kit).

In J however, I was given excellent service (one of the first to be served, etc...) when I was a mere QFF Bronze! Maybe I was just lucky.

Cheers,
- Febs.

 

[N860CR]

Maybe this is more an indication of the inconsistancy of service on Qantas flights rather than specific targeting of upgrade pax?

 

[simongr]

I have upgraded once using points J->F and the service was fantastic

 

[codash1099]

Judging by the responses, I guess it was just my paranoia. Maybe I'm just too sensitive after spending too much time on the AFF forums.

 

[Flying Fox]

From my experience, I would say that service depends on the crew and time of day.

I once flew CNS-BNE-SYD-ADL all in one day in J starting at 8am. By the time I got to ADL it was late evening. I really noticed how perky & friendly the AM crew was and how tired & almost grumpy the PM crew was.

It was a really interesting experience as it was really obvious how the standard of service tapered off based on the time of day and how worn-out the crew was.

 

[QF WP]

I believe there are two independant issues here.

Firtly, the meal. I also have a special meal request under my QFF profile (LFML) and often get an ODU to Business. As it is normal for me to get an ODU less than an hour before the flight (because of when I turn up to the QC), I would expect that my special meal has generally already been loaded onto the transport from the caterers and on a van on it's way to the plane.

I have yet to ever have it brought forward from the Y cabin (and I have never alerted them to the fact, why would I want to when I can have a J meal??). My understanding is crew have checked the manifest and write the pax's seat number on the meal and these are delivered first in the Y cabin (before the normal meal service).

I find it extremely unusual that the J crew actually went back to the Y cabin to retrieve the meal, unless the pax requested it (perhaps due to particular food or religious requirements). The manifest in the J cabin would not have shown the SM request, only the pax name and FF details. Similarly, whilst the Y cabin crew would know they have a spare special meal, they wouldn't know the reason (whether the pax changed flights or got an upgrade).

Secondly, the service from the crew member. I don't believe that was a function of your upgrade from Y, but as others have mentioned a surly crew member. That's poor service and should be pointed out. The crew should treat all J pax equally, the only differential would be serving paying pax before deadheading crew.

 

[codash1099]

I believe there are two independant issues here.

Firtly, the meal. I also have a special meal request under my QFF profile (LFML) and often get an ODU to Business. As it is normal for me to get an ODU less than an hour before the flight (because of when I turn up to the QC), I would expect that my special meal has generally already been loaded onto the transport from the caterers and on a van on it's way to the plane.

I have yet to ever have it brought forward from the Y cabin (and I have never alerted them to the fact, why would I want to when I can have a J meal??). My understanding is crew have checked the manifest and write the pax's seat number on the meal and these are delivered first in the Y cabin (before the normal meal service).

I find it extremely unusual that the J crew actually went back to the Y cabin to retrieve the meal, unless the pax requested it (perhaps due to particular food or religious requirements). The manifest in the J cabin would not have shown the SM request, only the pax name and FF details. Similarly, whilst the Y cabin crew would know they have a spare special meal, they wouldn't know the reason (whether the pax changed flights or got an upgrade).

Secondly, the service from the crew member. I don't believe that was a function of your upgrade from Y, but as others have mentioned a surly crew member. That's poor service and should be pointed out. The crew should treat all J pax equally, the only differential would be serving paying pax before deadheading crew.

In my case, when I requested the ODU, I was reminded that I would have to forgo my special meal. As in Lindsay's case, I replied that it didn't bother me in the slightest. It is possible they considered they were doing me a great favour in getting the meal from Y.

 

[Tooner]

In my case, when I requested the ODU, I was reminded that I would have to forgo my special meal. As in Lindsay's case, I replied that it didn't bother me in the slightest. It is possible they considered they were doing me a great favour in getting the meal from Y.

I also have a special (Gluten Intolerance) and don't generally ODU unless its after lunch or before dinner. I was advised by the CSM on one flight to ask if the special from Y can be brought forward to the J cabin as it would have been loaded regardless. Her comment came after a discussion about why I didn't want bread, and clearly they didn't have anything marked on the list.

When I can get an online upgrade prior, they are usually all over the special and know all about it.