Recent disappointing SYD-SIN J catering experience

[goldenhorn]

I recently had a QF award booked. The itinerary was:
SYD-MEL QF J
MEL-SIN EK J

Partner and I were sitting in the QF Dom lounge waiting to board SYD-MEL to then connect to EK MEL-SIN.

Qantas rang to say our plane was cancelled due to a bird strike. So we could either go on an earlier flight to MEL (basically we would have to run to the gate right then and our baggage may not make it) and connect as planned, OR, they could move us to the direct QF SYD-SIN.

The only catch with the option to still go to MEL was we couldn’t travel in J together - they only had one J seat (no biggie for an hour flight). And if we chose the direct option, we couldn’t sit together in J, SYD-SIN.

So we weighed up our options and chose to go QF direct because we would get to SIN 90 min earlier than the EK flight. I was disappointed not to have the EK J experience, which I was looking forward to, but I felt we could live with it for the additional convenience of arriving early in SIN.

This was my first time on QF international J in many years because I usually go QR, EK, EY, TK, or SQ. I was interested to see how they stack up.

Well, when I got my boarding pass and saw I was in the last row of J, I had a feeling I might not get my meal options. And I was right.

I had no option for the starter or the main. So the food was very disappointing and I really didn’t want to eat the options that were left.

The FA was very apologetic and brought me a glass of Champagne before anyone else but said she couldn’t do much.

Then much to my surprise, I spotted one of the crew eating the barramundi main (which I wanted and was told they were out) later in the flight when I went to the bathroom.

I know these are first world problems but if I had paid for the ticket in full and it wasn’t an award, I would have been really pissed off.

Overall, the flight just didn’t stack up when compared to the other carriers I’ve mentioned. And the next J flight on JL SIN-NRT a couple of days later was incredible in terms of food and service.

Curious to know what you would do in this situation and have you had it happen to you before?

 

[Ansett]

Write in a letter of complaint and or post on the face book page. Just out of interest was the self serve bar at the front of J stocked with wine etc?

 

[drron]

We on a couple of occasions were told on QF J our meal options were not available to also see the crew eating said meals later on in the galley.I think the last nail in QFi travel for us.

 

[Rangalad]

We on a couple of occasions were told on QF J our meal options were not available to also see the crew eating said meals later on in the galley.I think the last nail in QFi travel for us.

Same here. When I questioned the crew member, the response was simply ‘ crew meal’.

 

[goldenhorn]

Write in a letter of complaint and or post on the face book page. Just out of interest was the self serve bar at the front of J stocked with wine etc?

It was the new A380 configuration but I didn’t actually go up the front to check out the new bar area so I’m not sure about this.

 

[goldenhorn]

Same here. When I questioned the crew member, the response was simply ‘ crew meal’.

Interesting. How did you feel about that response?

I have some friends that are QF cabin crew. I’ll ask them if this is actually the case.

Either way, I think it sucks that the customer misses out and the crew gets the pick of what they want.

 

[esseeeayeenn]

Interesting. How did you feel about that response?

I have some friends that are QF cabin crew. I’ll ask them if this is actually the case.

Either way, I think it sucks that the customer misses out and the crew gets the pick of what they want.

That should not be the case. Sounds like someone was looking after themselves.
Definitely worth a complaint.

I know these are first world problems but if I had paid for the ticket in full and it wasn’t an award, I would have been really pissed off.

You did pay for the ticket in full. You just paid in points instead of dollars.
Award flights are not some favour or gift from the airline.

 

[Mrmaxwell]

Being in the last row of J in the new a380 config is certainly a long way back...17 rows to be exact. Difficult to get your preferred meal if one or two are not popular leaving only one popular meal that everyone ahead of you will order.

Certainly complain.

 

[opusman]

I don't know why QF always have to start service from the front. Why can't they mix it up a bit?

 

[Ansett]

On the A330 they seem to start from the back of J on some flights like my recent flight from BKK-SYD I was in row 1 and was amongst the last to be served luckily I had pre-ordered so got my choice of meal.

I try to always preselect my meal to avoid this issue however with late changes like yours it wouldn't have helped either

 

[goldenhorn]

That should not be the case. Sounds like someone was looking after themselves.
Definitely worth a complaint.

Ok that’s good to know. What’s the email address where you can send complaints?

You did pay for the ticket in full. You just paid in points instead of dollars.
Award flights are not some favour or gift from the airline.

Ah, I didn’t think of it like that, but you’re right. Thanks!

On the A330 they seem to start from the back of J on some flights like my recent flight from BKK-SYD I was in row 1 and was amongst the last to be served luckily I had pre-ordered so got my choice of meal.

I try to always preselect my meal to avoid this issue however with late changes like yours it wouldn't have helped either

Oh I didn’t know you could do that other than ordering a special meal (vego, GF etc)

I have done this before on SQ and it was awesome. Yeah, not enough time in this case but I would definitely do this in the future on QF if I can select from the full menu.

 

[Ade]

I think it sucks that the customer misses out and the crew gets the pick of what they want.

On this point though, just for arguments case - I think if the meal was a "crew meal", then it might be true ... We don't have the means to verify if the meal that the FA was eating after the meal service to pax, was indeed crew meal or not. However, there are times, in the food industry, at least, the employees get to eat what they like and in most cases even before the customers.

I run a coffee shop, which also sells pastry among other things - I always ask my employees to eat first and then start to sell to customers. The reason I do that, is if my employee is hungry (read : Hangry), it might affect his/her customer service ...

I know that it's not apples-for-apples argument, coffee shop is not an aircraft and a $3.50 coffee is no match to $1000 J seat, but I think I see a point if the crew said it was "crew meal" - it might well be a crew meal, which was marked for a particular crew member, which also happened to be what the pax wanted ...

Not taking sides here - just trying to relate it to what I do in my coffee shop ...

Oh I didn’t know you could so that other than ordering a special meal (vego, GF etc)

I think depending on the route flown, there will be an option called "Menu Select", which opens 7 days before the travel date. You'll given the options of what will be served on board and you may pre-select what you'd like to have.

In my experience, every time I pre-order or use Menu Select, I get my meal first before other pax

EDIT : LINK TO T&C FOR MENU SELECT - QANTAS

Inflight dining | Qantas AU

When you fly with us a meal or refreshment is included with every fare - find out the modern food and award-winning wines options on your flight.

www.qantas.com

 

[serfty]

I think depending on the route flown, there will be an option called "Menu Select", which opens 7 days before the travel date. You'll given the options of what will be served on board and you may pre-select what you'd like to have.

It works well ... I even used it in economy last week.

It could not apply in @goldenhorn's case as, for most intents there needs to be a confirmed booking on the flight no later than the day before.

 

[GoldCanyon340]

I know that it's not apples-for-apples argument, coffee shop is not an aircraft and a $3.50 coffee is no match to $1000 J seat

The J seat may well cost thousands but the J main meal itself costs the same as the $3.50 coffee. So your assessment is more accurate than you think.

 

[Straubs]

Seems unlikely since it was seafood, but could it be their crew meal was the barra due to allergies to ingredients in the other meals etc? Not suggesting this is the case, but wondering ...

 

[Rangalad]

In my case it wasn’t Barra but a dish I had requested. Was told it wasn’t available, only to find a crew member eating the same ( or at least very similar meal). Not worth a complaint. I have only complained about very serious issues, both times received a standard form letter. The QF response did not acknowledge nor address the reported issue. It was an A4 size generic apology.
Mentioned it to the Hobart call centre a few weeks later, was advised customer care is now handled by a BPO out of Manila.

 

[Punky]

Crew meals are catered separately to passenger meals. That is, crew have their own allocations of meals.

 

[goldenhorn]

Seems unlikely since it was seafood, but could it be their crew meal was the barra due to allergies to ingredients in the other meals etc? Not suggesting this is the case, but wondering ...

Yes, in my case it was the Barramundi that I requested and the crew member was eating.

 

[drron]

In mrsdrron's case it was a salmon dish.
In my case I was told I couldn't order both a small and large plate for the dinner service so I had the large plate.The FA who served me I saw in the galley eating the small plate I wanted.By his reaction when he saw me i doubt it was a crew meal.

 

[Mrmaxwell]

Yes, in my case it was the Barramundi that I requested and the crew member was eating.

Might not mean much but the Barra I had earlier in the month on my QF J flight was pretty dry and ordinary!

QF J meals continue their slide downwards...