Interesting thread, and no-one's really posted anything too outside the square yet. I think the reason for this is there is so much of the current "core" of the program that needs improving. My thoughts / suggestions (some already posted by others):
1. Ability to book online for all awards. If not able to book online, the "call centre fee" should be waived. It just reeks of points-grabbing by QF and frankly is an LCC image to what we are constantly told is a "premium" airline. The marketing is becoming less believeable by the minute.
2. Improvement in the confirmation process of upgrades. One should be able to waitlist at any stage for an upgrade (Dom and Int), and there should be better options than just finding out 5hrs before the flight. With the T-90day upgrade window, surely QF could give WPs or SGs )+/- PS) some priority notice of success? It will also encourage those on semi-restircted fares to book earlier (which means money to Qantas sooner). Some seats will obvuiously need to be held back for last minute upgrades etc, but there should be some slow release of UG seats.
3. QFF is basically becoming a glorifed "points" program akin to a Credit Card program, rahter than a "flyer" program. With so many people able to accrue massive numbers of points, you need to free up some award availability, and not at crazy Anyseat prices. I've noticed some improvement domestically recently, but International flights it's still just crazy trying to get any decent (Classic) FF booking.
4. Status FFers need be be more guaranteed the better seats in their booked class of travel. If I was WP and there was an empty seat on the flight, I'd expect I would have the empty seat next to me (and not some NB down in row 65). This seems hit and miss currently and needs improving.
5. Anytime access - it's been done to death. I still believe for those WPs who travel constantly, to be able to visit the lounge whilst awaiting a friend or relative to arrive from their flight, or to take granny there for her once a year trip, is important. If I was WP, I'd want to be able to show those that care for me the "rewards" for all the travelling I've been doing. I'd say it's fair for it to be
QP access for anytime access, not J lounge.
6. Lounge product - needs improving in terms of food offering. As the snacks/meals onboard become so terrible (a packet of chips was what I received onboard after a 2hr delay meaning my 4pm left at 6pm and there was nothing decent in the QP. By the time I got to my destination, it was too late for dinner. Result: my food between lunch and bedtime was a packet of chips and some rock solide "brie" from the QP. I'm sorry, but not good enough. I';m sure it would have been dine if the flight had been on time, but for people who travel a lot, there's a high likelihood that eventually you'll suffer delays. There should have been something better to eat in the QP. When travelling a lot, the food is just the same in the QP time and time again. There's only so many times I can eat packet ham, the above cheese and the same soups on rotation. The BA Terraces lounge at LHR T5 is what you should be aiming for frankly.
7. Recognition on JQ - QF has replaced so many routes with JQ, there needs to be some return loyalty shown for staying with JQ (ie. part of the QF group). If there are no points (on most fares), no priority seating, no priority luggage, you're encouraging your QFFers to shop on price. Which might be fine if you think that your QFFers will shop only on price and JQ is always cheaper, but they clearly dont shop only on price(or they wouldnt have accrued status on QF for the most part) and might make a "point" of flying the competition due to lack of "return loyalty" shown to them by QF. Most will be inclined to try DJ/VA or AirNZ in NZ, and you'll lose certainly a % of them depending on their own most common routings. I'm sure OOL is a good example where quite a number have switched to DJ already.
8. Downtown checkin. Say initially for premium pax (WP/SG/F/J/Y+) a la HKG (except that's for everyone). This would be in lieu of complimentary transfers which other carriers offer. At least at SYD, MEL and BNE, and LHR would be another prime candidate. In SYD/BNE could be done in conjunction with Airtrain transfer / terminal(s) (and LHR/Paddington!). Adding to this would be the ability to checkin the bags early ie. flight leaves 2200 but back checkin could be all day so bags can be dumped and pax can have day at meetings/sightseeing before heading to airport (for shower/change in QP/J lounge).
9. As an idea, how about tiered (classic) redemptions. ie. WP get 15% discount of points required , SG 10%, PS 5% and NB 0%. Or whatever % discount you think is fair (25/15/5?) This shows some loyalty to those that fly, rather than those only accruing via credit cards etc.
10. Better incentives such as more regular "bonus points" eg. Special offers to certain destinatons eg. SYD-YUL 5000pts bonus if registered, for travel by Dec 31 type of thing. This would be another way to fill seats without excessive discounting. This could be targetted or open to all FFers of a certain level or above (PS or above)? Have a look at how IHG priority club does special points offers, or have a look at
www.pointmaven.com to see what many other programs (both airline and hotel) are doing.
I'm sure i'll think of more but that's a long enough post for now. :shock:
