Red Roo gone?

[QF WP]

There were a close group of us who she confided in after she was told. I remember my phone call on a Friday night and we were on the phone for over an hour. I drank a whole bottle of red wine that night. I was thrilled to able to attend the Pilot Uniform launch and spend some time with her (that being her last day).

I am currently in early discussions with her team (to whom she introduced me at the Pilot Uniform function) to see what the "state of the nation" is in the SM team. Hoping to get to QF HQ to see them next month. Now it looks like being back to a number of employees who have access to the Red Roo sign in handle (so similar to their Twitter feed).

I'll miss her and I look forward to staying in touch as we have a number of non-flying related things we have in common.

Let's hope that QF don't go down the path of VA, who when their (dedicated-AFF) SM contact left in 2012, it has never been the same...

 

[QF WP]

To ensure the lines of communication remain open, I emailed the Qantas SM team today and have a response: "As you would have seen, our presence on AFF has remained and will continue to do so. "

 

[marki]

I hope this will be enough for us at AFF?

To ensure the lines of communication remain open, I emailed the Qantas SM team today and have a response: "As you would have seen, our presence on AFF has remained and will continue to do so. "

 

[DC3]

"... and have a response: "As you would have seen, our presence on AFF has remained and will continue to do so. "

Here's hoping that it means something more than that (i.e., it leaves out more than it says, if you get my drift).

Can only hope for the best, I guess.


Edit: Maybe I'm not reading enough into it?

 

[QF WP]

There may have been additional information that I am unable to share at this point .

As I had noted from a number of other threads referenced in posts here, the new Red Roos have been actively making posts (I suppose given it's only been a couple of weeks and others on the QF SM team had to come to understand accessing AFF, posting, PM's et al). That is the import that I get from the message - the ball has been picked up and the new team is learning to play with it - but YMMV

 

[clazman]

Am i correct in saying that RR is the only official company rep on AFF?

 

[QF WP]

The only official QF one...there are other companies who also have "Authenticated Company Reps" on AFF. You see that information above their avatar...

 

[kermatu]

Thanks QF WP for the info.

 

[UP4014]

There may have been additional information that I am unable to share at this point .

As I had noted from a number of other threads referenced in posts here, the new Red Roos have been actively making posts (I suppose given it's only been a couple of weeks and others on the QF SM team had to come to understand accessing AFF, posting, PM's et al). That is the import that I get from the message - the ball has been picked up and the new team is learning to play with it - but YMMV

So we proably won't notice much difference then. I've never asked the QF Rep to do anything as always used a back channel to sort issues before they blow up, but for many who don't have that option where regular customer service ops don't work hopefully they can get some resolution here as a last resort.


Matt

 

[RooFlyer]

Have found this thread, and its various twists and turns very interesting - especially the recent posts by QF WP.

I've never been inclined to call upon RR's help (in any of its forms) and I probably wouldn't - my view (stated previously) is that its not appropriate for Qantas to provide help for a select few on an internet forum that they wouldn't for any mug punter (I guess I'm a socialist at heart ), although I don't begrudge the number of individual cases where material help has been given to a Member here.

I'm oblivious to the 'recent' RR individual; by the sound of it she was an absolute asset to Qantas and her going reflects badly on the company and the fact that many are missing her personally speaks volumes. But going back a few years, I was critical of the RR handle (not any individual) for handing out sweeties in the form of lunches & prizes while never responding to the more difficult queries, even when genuinely seeking information and not 'having a go'. I never thought that RR, no matter how nice personally, could or would go against some higher managerial-set policy and objectives - that RR is a way to promote Qantas and to influence the 'influencers' in certain ways and isn't a general customer service. By the sound of it, the recently departed RR went 'above and beyond'.

I saw what I think was the first post by the new RR team - and it was strictly out of Qantas customer relations 101 (awful). I hope they grow into the role and they can interact positively with those that seek help here, remembering that help is sought here nearly always in the face of a stuff-up by Qantas operations, or non response via other channels, not anyone looking for a freebie.

 

[UP4014]

I saw what I think was the first post by the new RR team - and it was strictly out of Qantas customer relations 101 (awful). I hope they grow into the role and they can interact positively with those that seek help here, remembering that help is sought here nearly always in the face of a stuff-up by Qantas operations, or non response via other channels, not anyone looking for a freebie.

I wish it was factual and concise especailly if it's a response here to a specific query, but not the fluff you get in the anon fob offs which all airlines inlcuding our loved Red Roo excel at; "sorry to hear we lost your luggage this time, see you next time".

 

[amaroo]

Have found this thread, and its various twists and turns very interesting - especially the recent posts by QF WP.

I've never been inclined to call upon RR's help (in any of its forms) and I probably wouldn't - my view (stated previously) is that its not appropriate for Qantas to provide help for a select few on an internet forum that they wouldn't for any mug punter (I guess I'm a socialist at heart ), although I don't begrudge the number of individual cases where material help has been given to a Member here.

<snip>

+ 1

..........

 

[wandering_fred]

While I can appreciate that individual responses by the RR team can overcome the bureaucratic inertia found in large organizations, I would hope that the team did and can serve an additional (and higher) purpose in their connection here.

In this I hope they pass back to the management teams the "vibe" of AFFer's responses to QF policy changes, as well as the "did you know that the QF/QFF systems will let you do (or not do) these things". Of course, whether the management listens (or cares) is a different question and AFFer's responses will in due course reflect that.

So RedRoo, (in all of your constituent members' forms) welcome to the firing line. We do appreciate your attendance even if sometimes the answers are not to our liking (or missing due to policy limitations).

And in the meanwhile, remember Perth needs a LOT more QFi flights. But that requires more planes, amongst other things...
And the list could continue - "For want of a nail the shoe was lost."

Happy wandering

Fred

 

[medhead]

as well as the "did you know that the QF/QFF systems will let you do [-](or not do)[/-] these things".
Fred

The fact that people can't keep their traps shut is precisely why I don't post "did you know that..." comments. I hope there are none of those types of comments to pass upwards. I hope people learn the meaning of the word discretion.

 

[marki]

I wish it was factual and concise especailly if it's a response here to a specific query, but not the fluff you get in the anon fob offs which all airlines inlcuding our loved Red Roo excel at; "sorry to hear we lost your luggage this time, see you next time".

This we a terribly sorry is something I am familiar with totally !!

 

[marki]

While I can appreciate that individual responses by the RR team can overcome the bureaucratic inertia found in large organizations, I would hope that the team did and can serve an additional (and higher) purpose in their connection here.

In this I hope they pass back to the management teams the "vibe" of AFFer's responses to QF policy changes, as well as the "did you know that the QF/QFF systems will let you do (or not do) these things". Of course, whether the management listens (or cares) is a different question and AFFer's responses will in due course reflect that.

So RedRoo, (in all of your constituent members' forms) welcome to the firing line. We do appreciate your attendance even if sometimes the answers are not to our liking (or missing due to policy limitations).

And in the meanwhile, remember Perth needs a LOT more QFi flights. But that requires more planes, amongst other things...
And the list could continue - "For want of a nail the shoe was lost."

Happy wandering

Fred

Fred I Thought you were mentioning LOT airlines lol

I agree plus one

 

[UpInTheAir:)]

Sad to hear. Red Roo was fantastic for us.. As previously mentioned sometimes it was not what we wanted to hear but her prompt and compassionate response was great.
Having said that I do understand QF's decision.. The competition don't do it.. And as much as RR encouraged me to try the new business lounge in PER (and I did) the QF hard product was too old for me to change in the longer term
Will miss you RR.. You were brilliant at your job!
Wishing you all the best

 

[Paddy55]

I wish it was factual and concise especailly if it's a response here to a specific query, but not the fluff you get in the anon fob offs which all airlines inlcuding our loved Red Roo excel at; "sorry to hear we lost your luggage this time, see you next time".

Yes, well the new RR team aren't off to a good start if you ask me.
I PM'ed before the news, asking about J/F Award Policies/Procedures - no state secrets... in fact the info I was after should be readily accessible on their labyrinth of a web site... but this is the response I received 2 days ago:

"Hi Paddy55,

Sorry I can't assist further on this channel however this one is going to be best handled by our Reservations team on 13 13 13 who can talk through the options with you.

Cheers,

Red Roo"

Absolutely no help whatsoever.
By the way I'm trying to speak to 131313 now about a flight change - they estimated a 30 min callback over an hour ago

 

[russ]

Looks like they now have a Red Roobot

"Beep beep! Your PM is important to us! Please call 131313. Beep beep!"

 

[AustraliaPoochie]

Calling 131313 at 00.55 (am) this morning is no help either. No fast response. 30 mins then disconnected, then 20 mins 2nd call, to problem being "solved" or so I hope.
(Maybe - I never met her) the "other" RR that left was "more" approachable and we have gotten to like that former QF staff member.
Now have to get used to the "new/ish" RR.