Surly Qantas Staff

[rmflinders]

I suppose this is a bit of a cough! I presume everyone has noticed that Qantas service has plummeted to new depths. The staff just don't care!
just got in from Wellington on QF48 and got to the transfer desk just in time to shift to an earlier Melbourne flight...except that I went to the Business queue and the only desk was sorting out a problem. They kept processing the other queue and when I asked about my queue was told I no uncertain terms that they were serving only the economy queue!
missed the closure for the earlier flight, at least I get time to cough in the lounge!
Seriously, they really must be fed up. What other group of employees would alienate their premium customers?

 

[Platy]

Seriously, they really must be fed up. What other group of employees would alienate their premium customers?

Obviously the latest customer service training aimed at all customer dealing staff initiated under the leadership of Lesley Grant is working a treat!!!

I do hope you put in a complaint.

 

[rmflinders]

Probably won't bother, it never gets any response other than an apology from them. Nothing actually changes! And the flight was delayed an hour so I'm really happy!

 

[simongr]

I often find that QF staff seem to treat J pax as something that they particularly loathe. It seems that F get treated like gods and whY like good Aussie battlers and all on the same side fighting against the bosses - whereas J seem to be neither Gods nor friends... I now try not to fly J on QF.

 

[NYCguy]

It seems that F get treated like gods and whY like good Aussie battlers and all on the same side fighting against the bosses - whereas J seem to be neither Gods nor friends...

It has been said (not by me, I might add) that J pax are the most difficult on the aircraft. The Y pax accept their lot down the back, and don't cause too much trouble. The F pax are used to living in a world of comfort and convenience, and their experience in the first few rows usually lives up to their expectations. Then, in the cabin that lies between F and Y, we find Business class, described as 'ICU' by some pundits, because the occupants and so precious and demanding.

Perhaps it is this reputation that invokes in airline staff either a sense of loathing, or a desire to just get the interaction over and done with as quickly as possible, before the passenger starts moaning about something? Australians don't like posers, and unfortunately many J pax (none on this board, I'm sure) are in that category, and spoil it for the rest of us.

 

[rmflinders]

It has been said (not by me, I might add) that J pax are the most difficult on the aircraft.

Probably correct! It is about expectation. If I'm standing in the business queue and the desk is tied up then I would expect the 'unwashed' desks to alternate to keep the lines even. In this case my expectation was not met and when I asked if they would alternate the service I was told very briskly to wait for the business desk. The guy was deliberately rude!.
When I fly other airlines, particually the cheapos I don't have the same expectations so I accept the service level offered.
What gets to me is both the price Qantas are asking and their own advertising offering a particular level of expectation which they clearly cannot meet with the current staff training and management.
The last few Virgin flights I have done have been good with staff being firm but still cheery, something Qantas seem to have forgotten. I still blame it on staff morale. Perhaps they are hoping for dismissal and an out of court settlement?

 

[vt]

I agree, some staff need more training. But all in all *touch wood*, I have had worse service from BA, LAN, Iberia, AA...etc.

From eyeing me as I get into the First line and pointing to economy to telling me outright I wont get another drink on a syd-lax flight.

But am I reading right that the J desk was open but busy and you went to the Y desk to see if you could be checked in next? I wouldnt be happy if I was next in the Y line.

I often line up in Y if I see J or F will take longer.

Perhaps this treatment you received was relating to your DYKWIA behaviour?

 

[NYCguy]

Perhaps this treatment you received was relating to your DYKWIA behaviour?

Methinks that is just a little harsh, Even if the OP had dipped into DYKWIA territory, the correct response from the staffer would have been:
1. Smile sweetly;
2. Say "I'm sorry Sir/Madam, I'll be with you in a moment:;
3. Finish checking-in Y passenger;
4. Check J passenger in with courtesy;
5. Smile sweetly and say "I'm sorry for the delay. Have a great flight";
6. Smile sweetly again;
7. cough about passenger in the tea-room during their allotted break.

I don't think it's unreasonable for F and J pax to expect to be checked in first. It's a benefit of the fare-type. If there is a big line at the F and/or J counter, staff on the Y counters should process the premium pax first, even if it means a few cranky economy travelers.

 

[simongr]

And I think there you have another example of the view that some australians take of F/J pax...

 

[vt]

Methinks that is just a little harsh

Maybe a little harsh, maybe not.

There are always 2 sides to the story and I've seen this type of behaviour on many occasions so I can see where the staff are coming from.

From my point of view, pretty much a DYKWIA situation.

 

[jpk]

I am going to have a mini-rant too: I am constantly surprised by just how long it takes to checkin some premium passengers! Even when I am on a complicated itinerary or require changes, or a connecting flight to be opened early etc etc, the most it takes is a couple of minutes. I've been queued up behind some people that have taken over 10 minutes to get checked in, and this frustrates me no end. If they knew they had a lot of queries why didn't they go to the service desk first.

</rant>

 

[vt]

I am going to have a mini-rant too: I am constantly surprised by just how long it takes to checkin some premium passengers! Even when I am on a complicated itinerary or require changes, or a connecting flight to be opened early etc etc, the most it takes is a couple of minutes. I've been queued up behind some people that have taken over 10 minutes to get checked in, and this frustrates me no end. If they knew they had a lot of queries why didn't they go to the service desk first.

</rant>

Thats more an issue with the checkin being under staffed rather than the premium pax.

Although having said that, the time taken to explain where the express lanes are, lounges, services in the lounge...etc takes a while :mrgreen:

Have yet to take more than a couple of minutes at the J/F counters.

 

[dajop]

Although having said that, the time taken to explain where the express lanes are, lounges, services in the lounge...etc takes a while :mrgreen:

Have yet to take more than a couple of minutes at the J/F counters.

I suspect the longer of the counter hoggers have ticketing problems. Usually I'm through in 2-3 mins but my record is about 50 minutes (on SQ), and my next longest was about 25 mins (on OZ, on next day on same e-ticket) - all due to a problem with my e-ticket.

I have seen (think it was NZ in MEL) a non-dedicated check in that seemed to alternate between Y & J ... quite sensible really, managed to save face when the other J checkins became clogged with problem pax, yet still process Y pax.

As for the OP, sometimes wonder if it's easier to get the train across to domestic... and check in there, but I guess u would have definitely missed the earlier flight then.

 

[Dave Noble]

My check in record at QF is 90 minutes. One or 2 problems occurred

Dave

 

[rmflinders]

When I went into the queue there was no one in either queue but all three desks busy. I decided to go to the F/J one as I thought they might be a bit more responsive to a request to move me to the earlier flight. There was time for my single check-in to be processed.
I waited and the rest of the pax came through, I had an Express card so was ahead of the pack.
When time slipped I asked the Y desk if they would alternate and process some of the now reasonable crowd. That's when I got the surly treatment. I missed the closure, flight was one hour late, got home 11.15pm instead of a reasonable 9pm.
I think they are just pissed off with Qantas management. But why take it out on us?

 

[NYCguy]

I think they are just pissed off with Qantas management. But why take it out on us?

Has anyone asked the engineers that question too?

 

[JohnK]

I suppose this is a bit of a cough! I presume everyone has noticed that Qantas service has plummeted to new depths. The staff just don't care!

Not all staff. You are probably referring more about service towards business and first class passengers but I had a bad experience before and during a recent flight that was handled in a an excellent way by the supervisor on the flight. God bless her soul....

 

[straitman]

I suppose this is a bit of a cough! I presume everyone has noticed that Qantas service has plummeted to new depths. The staff just don't care!
just got in from Wellington on QF48 and got to the transfer desk just in time to shift to an earlier Melbourne flight...except that I went to the Business queue and the only desk was sorting out a problem. They kept processing the other queue and when I asked about my queue was told I no uncertain terms that they were serving only the economy queue!
missed the closure for the earlier flight, at least I get time to cough in the lounge!
Seriously, they really must be fed up. What other group of employees would alienate their premium customers?

rmflinders,

After watching this topic for the past week I have to ask if this issue you have had is a loner OR have you had similar issues on other occasions :?:

I only ask as I believe we are all very quick to condemn but often don't allocate praise when it is due.

This is a generic question so don't get me wrong as i am not defending QF at all.

Just thought I'd ask :!:

 

[NYCguy]

rmflinders,

I only ask as I believe we are all very quick to condemn but often don't allocate praise when it is due.

"Praise when it's due" - does that mean we thank people for actually doing the job they were employed to do , in the manner that's expected by both the employer and the customer?

 

[straitman]

"Praise when it's due" - does that mean we thank people for actually doing the job they were employed to do , in the manner that's expected by both the employer and the customer?

NO and that is not what I said.

"Praise when it's due" is exactly that. When people do their job exceedingly well and/or over and above what they are paid to do.