Surly Qantas Staff

[drron]

"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.

Exactly Bill.I try and do just that.I know it works on me so i try and do this for others.It also pays off on a purely selfish note.

 

[Platy]

Exactly Bill.I try and do just that.I know it works on me so i try and do this for others.It also pays off on a purely selfish note.

You guys are absolutely right!

In fact QF have a system for processing feedback on staff. On several occasions I have submitted written praise with attendant details naming specific staff members when I have perceived them to exceed reasonable/expected levels of service, either on one, or multiple occasions. I also let them know how I feel directly.

 

[petcar]

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.

I have found that putting in a complaint puts me in the poop. Over the years I have complained 3 times. on two of those occasions I seem to have been dumped way down the back of the plane on my next trip. No, welcome aboard sir as usual, No its been get down the bloody back where you belong a55hole. (We not really but it felt like it)

 

[rmflinders]

I basically travel for work about every second week. Mostly dom but sometimes Int. I find that Qantas staff just don't care! I have long given up expecting service from a Hosty on a QF flight. They seem to be dragging themselves down to the US standards and it would not really cost anymore to QF to have their staff responsive and occaisionally flexible.
I know the staff are at war with management at the moment but have QF sat down and really thought about the damage it is doing to their business.
I would switch most of my flights to Virgin but I don't do just the main routes but alot of regional so I need the Qantaslink network, probably soon to be Jetstar.
A recent European flight on Easyjet showed me that it's not hard to be efficient but cheery. It certainly helps when things go wrong, a colleauge on an earlier flight had problems but they kept everyone informed on detail, (bird strike on the incoming flight). He missed a connecting Aus flight but was not upset because he knew why!
Come on Qantas, a simple sorry or explanation would sometimes help...And while I'm at it can Customs lighten up a bit, We are not all drug mules!

 

[pauly7]

I would switch most of my flights to Virgin but I don't do just the main routes but alot of regional so I need the Qantaslink network, probably soon to be Jetstar!

That's funny, after Jetconnect, QF Link are my pick for consistantly excellent service. Guess you win some lose some!

I find Virgin, QF and JQ all pretty much the same these days.

 

[vt]

I basically travel for work about every second week. Mostly dom but sometimes Int. I find that Qantas staff just don't care! I have long given up expecting service from a Hosty on a QF flight. They seem to be dragging themselves down to the US standards and it would not really cost anymore to QF to have their staff responsive and occaisionally flexible.
I know the staff are at war with management at the moment but have QF sat down and really thought about the damage it is doing to their business.
I would switch most of my flights to Virgin but I don't do just the main routes but alot of regional so I need the Qantaslink network, probably soon to be Jetstar.
A recent European flight on Easyjet showed me that it's not hard to be efficient but cheery. It certainly helps when things go wrong, a colleauge on an earlier flight had problems but they kept everyone informed on detail, (bird strike on the incoming flight). He missed a connecting Aus flight but was not upset because he knew why!
Come on Qantas, a simple sorry or explanation would sometimes help...And while I'm at it can Customs lighten up a bit, We are not all drug mules!

11 posts of mostly rants and complaints. Methinks there is a reason to your postings or your treatment.

Since the collapse of Ansett I have flown QF and bar a few times when flights cancelled due to equipment or weather in whiich QF have always accomodated me reasonably, QF have been one of the better airlines in the world.

I travelled weekly Melbourne to Auckland for 9 months and not once did I get bad QF staff, bad Customs staff nor bad Immigration staff.

But, during my travels I have seen my fair share of DYKWIA pax that let the other travellers down.

I go by the belief that just because they work in a service role, doesnt mean they have to be subservient. Maybe its the Uni years I spent waiting on tables.

Bad experiences are bound to happen, but if they happen to you so frequently, have you stopped and asked yourself, maybe it's you?

 

[rmflinders]

I go by the belief that just because they work in a service role, doesn't mean they have to be subservient. Maybe its the Uni years I spent waiting on tables.

Bad experiences are bound to happen, but if they happen to you so frequently, have you stopped and asked yourself, maybe it's you?

I put myself through college selling cameras for a chain store. I learnt there that you can be treated like an animal by some people. You get over it!
I've been travelling for work now for over 35years on and off and have no illusions about glamour or any other luxuries. All I want is efficient service. I press the call button I want someone to come, not immeadiately but in less than 5 minutes would be nice. I ask a question, I would like a straight answer. Sometimes it works like when I had to carry a water bottle onto a flight. I asked why they couldn't put it through and was told normally they would but management were having a blitz and checking the number of items checked per passenger. I accepted that, felt sympathy for the check-in person and carried it on!
I'm probably getting old and been around long enough to recognise the demise of customer service everywhere, and yes, I have alot of customer interaction so know what I'm missing. As I said in an earlier post I think Qantas are let down by trying to keep the impression of service but not meeting it. Travel on a LCC and your expectations are lower and you will accept the lack of service.
If I were running Qantas customer service then I would be looking at the level of expectation against what I was providing.
And for the record I'am NEVER grumpy with check-in staff. I learnt many years ago the power they hold!!

 

[anat0l]

I've never had the experience of flying in F, so I can't vouch for the service there. Although considering that you're paying an arm and a leg (sometimes about 16 times more than an economy passenger), you'd expect excellent service.

I used to work in retail, so I can sympathise with the people in this industry to some degree.

Having said that, I have very rarely experienced bad customer service from QF. And believe me, if I had, I'd be the first one to submit a complaint! (I complain and complement where it is due, 99.9% without fail.) And I've been a NB for my whole life until now (a still lowly PS). I've had 3 QF J flights in the last 12 months; 2 were domestic. All were excellent, although I will say the attendant call is a lost cause. I can't give a plausible explanation for that, but I couldn't care less. (OK sounds like I just found a 0.1%-er didn't I?)

Making a connection seems to go hand-in-hand with good service. Sometimes it doesn't work, but it never seems to induce rudeness. A smile, a story/yarn, finding a common complaint (the weather, it's too early in the morning), a complement......something. It even works on Bag Drop staff; the only thing they won't do is give you an up to J.

The best staff I tend to find are:

• FAs that work the early morning flights
• QantasLink staff
• NZ FAs; mostly the FAs only. Ground staff are never rude and usually helpful, but I wouldn't put them in this shortlist.

Sometimes I think some of us (both those who serve as well as those who are served) need to remember The Paradoxical Commandments by K. M. Keith.

 

[serfty]

... although I will say the attendant call is a lost cause. I can't give a plausible explanation for that, but I couldn't care less. (OK sounds like I just found a 0.1%-er didn't I?) ...

Nup, not a 1%'er, it's more of a general thing.

You could do a search for posts by me using the words Ignore & Button, but I think you'll get the drift.