Successful CSM requests

[themaiz]

J already had a dedicated crew to cater to their whims and I see no reason why the CSM wouldn't be pampering a loyal Y pax any less than a loyal J pax.

Totally agree. I'd love to knock over SG through two legs in F, and I'd love to be able to pay to be in J, but budget - mine and those who pay for my body - don't allow that. When I make LTG, as I hope to do maybe this year, it will be through sweat and much effort, and lots of times away from home, and acceptance of compromised discomfort as my contribution to the cause. I appreciate muchly when QF recognises that and gives the little hugs.

 

[Moody]

QF chooses its service levels and how to use the CSM's time. J already had a dedicated crew to cater to their whims and I see no reason why the CSM wouldn't be pampering a loyal Y pax any less than a loyal J pax.

Maybe because they would like them to actually pay for it?!?

Many years ago Qantas stopped the practice of forward-loading status pax, which put an end to the little game of buying the latest/cheapest return and then jumping on an earlier flight when you arrived at the airport.

They may consider that giving Y pax a pseudo-J experience is also not good for defending the incremental value of J.

 

[themaiz]

They may consider that giving Y pax a pseudo-J experience is also not good for defending the incremental value of J.

True. Maybe. Might just be me, but my experience is that a smile and a coffee, or even a blanket, doesn't turn a Y-pax into a pseudo-anything. And I'll wager that that anyone smart enough to become a CSM has antennae totally attuned to the difference between a pleasant traveller and Mr/Ms I'm-in-Y-but-DYKWIA.

Sometimes playing humble triggers the jackpot. On one SYD/LAX flight the CSM not only found me the blanket, but came back of his own accord to offer me a scotch and real coffee (latte) after dinner. Then at breakfast he came back and swapped out the thin plunger stuff for another latte. For such little and occasional pleasantnesses, I forget all the cough that statistically happens to frequent travellers (cancelled flights, wrecked schedules, spilled food, and trashed luggage) and give QF pretty much all the business that's mine to give. Even when it costs me a bit more.

 

[downgraded]

Maybe because they would like them to actually pay for it?!?

Many years ago Qantas stopped the practice of forward-loading status pax, which put an end to the little game of buying the latest/cheapest return and then jumping on an earlier flight when you arrived at the airport.

They may consider that giving Y pax a pseudo-J experience is also not good for defending the incremental value of J.

Just like the J pax who expect F service. I don't think the current 28 F seats daily or so that depart MEL really justify the F lounge. Asprirational access for WPs is all that's saved the F lounge experience.

 

[downgraded]

True. Maybe. Might just be me, but my experience is that a smile and a coffee, or even a blanket, doesn't turn a Y-pax into a pseudo-anything. And I'll wager that that anyone smart enough to become a CSM has antennae totally attuned to the difference between a pleasant traveller and Mr/Ms I'm-in-Y-but-DYKWIA.

Sometimes playing humble triggers the jackpot. On one SYD/LAX flight the CSM not only found me the blanket, but came back of his own accord to offer me a scotch and real coffee (latte) after dinner. Then at breakfast he came back and swapped out the thin plunger stuff for another latte. For such little and occasional pleasantnesses, I forget all the cough that statistically happens to frequent travellers (cancelled flights, wrecked schedules, spilled food, and trashed luggage) and give QF pretty much all the business that's mine to give. Even when it costs me a bit more.

Or the CSM that offered me the PE seat 3 hours into my QF9 Y experience.

 

[v1nce007]

I was recently in J flying BNE-MEL. Sitting in 2C, 2A was open. Just before descent the CSM came up and told me they were moving a pax from Y into 2A as he had never flown into MEL before and wanted a window seat. The CSM said "he is a platinum like you, but with a partner airline". It didn't really bother or inconvenience me, except for him taking ages to get settled while I stood in the aisle and then blocking the window entirely by filming the landing. I certainly wasn't asked if I minded, just told it was happening. As I said, I didn't really care, but I can imagine a less tolerant J passenger taking exception.

 

[blackcat20]

I was recently in J flying BNE-MEL. Sitting in 2C, 2A was open. Just before descent the CSM came up and told me they were moving a pax from Y into 2A as he had never flown into MEL before and wanted a window seat. The CSM said "he is a platinum like you, but with a partner airline". It didn't really bother or inconvenience me, except for him taking ages to get settled while I stood in the aisle and then blocking the window entirely by filming the landing. I certainly wasn't asked if I minded, just told it was happening. As I said, I didn't really care, but I can imagine a less tolerant J passenger taking exception.

Can you imagine if we all got bumped up a cabin every time we flew into a new airport!

 

[kermatu]

I was recently in J flying BNE-MEL. Sitting in 2C, 2A was open. Just before descent the CSM came up and told me they were moving a pax from Y into 2A as he had never flown into MEL before and wanted a window seat. The CSM said "he is a platinum like you, but with a partner airline". It didn't really bother or inconvenience me, except for him taking ages to get settled while I stood in the aisle and then blocking the window entirely by filming the landing. I certainly wasn't asked if I minded, just told it was happening. As I said, I didn't really care, but I can imagine a less tolerant J passenger taking exception.

Would have been fine all round if they had asked you first before promising him. If I was feeling cheeky I'd have said "Actually I was about to move to 2A for the landing myself, but he is welcome to 2C".

Absence of curtain probably meant he could see 2A was vacant.

 

[Sdtravel]

Can you imagine if we all got bumped up a cabin every time we flew into a new airport!

lol
Ive never experienced flying into LAX or LHR in first class. Do you think that will work?

 

[kermatu]

Can you imagine if we all got bumped up a cabin every time we flew into a new airport!

Why limit it to new airports you fly into? How about airports you fly out of, countries you fly over, aircraft types, individual aircraft registrations - the possibilities are endless!

Interesting that the guy made the request, and that the CSM agreed. Pros and cons to a yes or no answer.

 

[Strategic Aviation]

My experiences when I've flown in QFi Y as SG have been remarkably consistent. I don't expect anything (and I don't ask anything).

In my experience the CSM cabin walkthrough greeting + "let me know if there's anything I can do" is only for WP and has never included me or other SGs. Rarely I might get a brief acknowledgment while seated next to a WP but never "let me know if". And otherwise it causes me to grin when CSMs talk past you to an adjacent WP as if you were invisible and then move on

Some notable exceptions/experiences. Flying into BNE once, the plane must have been abnormally devoid of status pax, which was implied by the number of empty seats around the front of Y. I hadn't observed any CSM walkthrough but then late in the piece the CSM gave me the full welcome as if I was WP, leading me to think there were no WPs in Y.

Another time, the CSM had a brief conversation with the WP next to me but then talked to me, which was so shocking that I was literally speechless for a few moments lol. She gave the WP noise-cancelling headphones and also gave me a pair, which was appreciated.

One time the CSM did a pre-landing walkthrough, which included me for some reason. Just a brief goodbye and "hope you were able to get some rest" on the overnight flight, but when she heard I was unwell she (unasked) got me hot water with honey and lemon, which was very nice. (But maybe I should have thought to request panadol ...)

Lastly, best of all, was the offer I couldn't refuse. That wasn't the CSM but I suspect if I had been lower than SG I may not have gotten the offer.

But overall in my experience, SG in QFi Y cabin = may as well be PS!

Edit - was a little disappointing to get precisely nothing (not even an acknowledgment) when flying Y long-haul as SG on one birthday. Even Scoot acknowledged a pax birthday on one flight I took!

 

[JohnK]

I was recently in J flying BNE-MEL. Sitting in 2C, 2A was open. Just before descent the CSM came up and told me they were moving a pax from Y into 2A as he had never flown into MEL before and wanted a window seat. The CSM said "he is a platinum like you, but with a partner airline". It didn't really bother or inconvenience me, except for him taking ages to get settled while I stood in the aisle and then blocking the window entirely by filming the landing. I certainly wasn't asked if I minded, just told it was happening. As I said, I didn't really care, but I can imagine a less tolerant J passenger taking exception.

I ended up in First class cabin on a recent Thai flight and as the cabin was being prepared for landing the CSM came up to me (there were 3 of us in First) and asked if they can bring someone up from economy into the last row of First as they had a tight donestic connection.

As soon as I heard the request I said no problem at all but he asked me another 3 times and I said it's ok each time. Don't know what would have happened if I objected.

 

[MEL_Traveller]

I ended up in First class cabin on a recent Thai flight and as the cabin was being prepared for landing the CSM came up to me (there were 3 of us in First) and asked if they can bring someone up from economy into the last row of First as they had a tight donestic connection.

As soon as I heard the request I said no problem at all but he asked me another 3 times and I said it's ok each time. Don't know what would have happened if I objected.

If you had objected the passenger would not have been brought into the cabin. But IIRC your wife and daughter were in F and you were brought forward to sit with them to be off the plane with them in BKK? Did they also ask your wife if she agreed??

 

[JohnK]

If you had objected the passenger would not have been brought into the cabin. But IIRC your wife and daughter were in F and you were brought forward to sit with them to be off the plane with them in BKK? Did they also ask your wife if she agreed??

Wife and daughter were in business after we swapped seats.

 

[MEL_Traveller]

Wife and daughter were in business after we swapped seats.

Oh, change of plans? I thought you had surprised the missus? . Well, it doesn't change anything... it was a genuine request by the cabin crew. If you had been at all uncertain about the other passenger being there they wouldn't have allowed it.

 

[JohnK]

Oh, change of plans? I thought you had surprised the missus? . Well, it doesn't change anything... it was a genuine request by the cabin crew. If you had been at all uncertain about the other passenger being there they wouldn't have allowed it.

I did surprise her and she was ecstatic and only found out at boarding when I asked the CSM to escort my wife to 72A. And he smiled and took her to the left to 2A. She ran back to give me a hug and a kiss. Initially crew wouldn't let my daughter be with my wife in First so my wife asked to swap seats with me so she could be daughter. As it turned out daughter spent a fair bit of time with me in First even through turbulence.

And I would not dream of inconveniencing someone for such a small thing as sitting in First/Business for landing.

 

[HockeyMonkey]

As a WP, the CSM greeted me shorty after takeoff of a recent MEL-LAX flight where I was in the small upstairs Y cabin.

She gave me the usual express arrival card but also said to just ask the crew if I wanted anything from the J cabin.

During the normal service with the regular crew, I asked if I could get a glass of wine when she had a minute and was promptly handed a plastic cup and the usual Y wine.

Need to work out how make a clearer request in future and probably outside of the normal service.

 

[Daver6]

Few weeks ago on QF71 up to SIN from PER. Not the CSM but someone else came around with the usual WP spiel and asked if there was anything they could do. Asked for a drink, specifically a bloody Mary (which is something served in Y anyway). Clearly actually asking for something was not expected as there was a bit of a sigh, before getting it for me. Not sure what the point in making an offer is when I asked for nothing more than that was served in Y but made to feel guilty for taking up the offer. Go figure.

 

[serfty]

Need to work out how make a clearer request in future and probably outside of the normal service.

The time to ask is when the CSM makes the offer - discreetly strike while the iron is hot! (And they have just used the word "anything".)

Sure, I'd appreciate a glass of pointy end bubbles please.