The pointless pathetic penny pinching that pushes away customers thread

[AnonymousCoward]

Of course we can all post. Just saying that posting the same opinion multiple times suggests badgering to make me change my opinion. As I said I've answered your basic question a number of times in thread. I would suggest that's a starting point before you continue badgering me. Otherwise, I still find a response of "thems the rules" to be unimaginative.

You requested earlier:

See this is what I knew would happen, people who think I'm complaining about not changing my one particular flight. Thank you for your input, now if it's ok with you, I'd like to put aside one single experience and discuss the big picture of what these types of things say about Qantas' direction as an airline. After all that is what I've been talking about.

I know it'll be hard for some to put aside their personal digs at me and discuss the big picture. But the rules have been mentioned by you all. well done.

OK - as you requested, let's put aside this one incident, and not make it about you personally. Let's talk about the "big picture" (your words)

Here's the "big picture" - QF finance people have been beavering away trying to find ways to cut costs or make more money. Why? because the airline is in the pits.

So, they have these rules in place to justify charging higher fares for essentially the same hard product. They are now enforcing these rules (or at least the CSR you dealt with claims as such), because they've probably gone and done some modelling that shows that this is best for the airline.

So, in the "big picture", your personal feelings don't count. They've probably already attempted to factor in the fact that they'll lose a few customers. They reckon they'll make more additional revenue through pax buying more expensive tickets, than they'll lose through annoyed customers who choose to take their business elsewhere.

So, there's the "big picture". Sorry if you think that's "unimaginative" - doesn't make it any less real.

 

[Julesmac]

I wonder if (am I being naive?)!AJ ever reads this forum? We know he's a dill but what an absolute bottler of a resource for market feedback. I thought it was Marketing 101 that it's easier and far cheaper to KEEP an existing client than win a new one. Qantas has amazing brand loyalty - any company would kill for it, yet they seem to have an equally amazing ability to keep doing things to really p their customers off. Is it some strange Irish game of seeing just how much we'll take?

 

[Julesmac]

My natural solution in such service situations is to bombard them with friendliness, you can sometimes even see the wave of guilt rush over them

I hope your flight was enjoyable after all.

I'm wondering, if you've ever tried the charm offensive to try and find out - why the 'tude?

 

[Pushka]

You requested earlier:



OK - as you requested, let's put aside this one incident, and not make it about you personally. Let's talk about the "big picture" (your words)

Here's the "big picture" - QF finance people have been beavering away trying to find ways to cut costs or make more money. Why? because the airline is in the pits.

OK, here is another "big picture" not by the Finance People, but the Customer Retention people talking: Let's accept that sometimes our loyal and frequent customers might sometimes select the cheapest fares (they are trying to make a profit too) but plans can change. Lets then accept that sometimes they might ask to change to an earlier flight. We could say "Good heavens, you book a discount flight and have the audacity to change that - didnt you read the T&C's" OR we could say "Let me just check availability for you, I understand your need to get back home. I am sorry Mr/s ABC but our passenger loads are high on that flight - could we make you more comfortable in the lounge perhaps?" or even, on seeing several seats available "Well, you are in luck, we can fit you on that flight".

 

[Newk]

I think that's exactly the point. Well said.

 

[cambriamarsh]

My company has a BFOD policy. I bend it a little bit, but often will have to choose a later flight if I want to go on QF. This means I frequently arrive at the airport with hours to spare, and then have some options :-


1. If I'm not in a hurry I will make the best of the lounge time and try not to get too relaxed and miss my flight (it has happened!)
2. If I am in a hurry to get home I will ask if my airfare allows flexibility to move to an earlier flight (knowing damn well it doesn't)


About 10% of the time I will be forward loaded by "the system", and about 10% of the time the lounge staff will do me a favour. The far more common response is "I'm sorry sir - your airfare is inflexible.", and I thank them for looking and head for the bar.


I'm pretty happy with this system because if too many pax gamed the system then the only possible outcome would be an increase in airfares and I would be forced to say goodbye to QFF Gold and jump ship to Virgin.

Good summary, it's a balancing act. QF may have tightened too much and maybe will relax for status, or maybe go the AA way and move to standby. I hope that doesn't lose all the shadows.

 

[AnonymousCoward]

OK, here is another "big picture" not by the Finance People, but the Customer Retention people talking:

There's no point "retaining customers" through performing x service, if said customers aren't providing enough profit to justify the said service. Seems like CR people lost out to the hard realities of finance this time around.

 

[cove]

Yesterday there were customers on our Delta flight to Salt Lake City who had onwards connections 35 minutes later which would be very risky. Every seat in First Class was full as was the economy section seeing Delta had stand by flyers ready to fill in the no shows.
Now the filling up of the First Class section involved upgrading the highest level flyers first probably on points or cash to get the best result for that flight in both customer satisfaction and financial result.
As a result Delta shares are doing pretty well if you compare them with Virgin Australia, Rex or Qantas shares.

 

[BD1959]

Noticed in the MEL J Lounge this morning that the premium jams have been "enhanced" to the plastic wrapped variety available in the QC.

The one table available had dirty crockery when I arrived, so I stacked it and there it stayed for the 30mins I sat there.

Regards,

BD

 

[medhead]

OK, here is another "big picture" not by the Finance People, but the Customer Retention people talking: Let's accept that sometimes our loyal and frequent customers might sometimes select the cheapest fares (they are trying to make a profit too) but plans can change. Lets then accept that sometimes they might ask to change to an earlier flight. We could say "Good heavens, you book a discount flight and have the audacity to change that - didnt you read the T&C's" OR we could say "Let me just check availability for you, I understand your need to get back home. I am sorry Mr/s ABC but our passenger loads are high on that flight - could we make you more comfortable in the lounge perhaps?" or even, on seeing several seats available "Well, you are in luck, we can fit you on that flight".

Exactly. I would rate the response I received as the first version you mentioned. Along the lines of no way am I even going to look beyond your fare class.

There's no point "retaining customers" through performing x service, if said customers aren't providing enough profit to justify the said service. Seems like CR people lost out to the hard realities of finance this time around.

Feel free to disclose the financial numbers to support your opinion.

 

[amaroo]

Yesterday there were customers on our Delta flight to Salt Lake City who had onwards connections 35 minutes later which would be very risky. Every seat in First Class was full as was the economy section seeing Delta had stand by flyers ready to fill in the no shows.
Now the filling up of the First Class section involved upgrading the highest level flyers first probably on points or cash to get the best result for that flight in both customer satisfaction and financial result.
As a result Delta shares are doing pretty well if you compare them with Virgin Australia, Rex or Qantas shares.

Wonder if the years in Chapter 11 assisted? A Leaner Delta Leaves Chapter 11 - Businessweek

A Leaner Delta Leaves Chapter 11

"The nation's No. 3 airline flies into a competitive future with 6,000 fewer workers, a revamped board, billions in lower costs, and a new route strategyDelta Air Lines waved farewell to bankruptcy protection Apr. 30 and touted the success of its 19???onth restructuring, a process that featured billions in cost cuts and a new focus on higher-yield international destinations."

If QF were allowed to do the same thing - who knows where their share price would be :!:

 

[medhead]

I think a snack is around $3.50 to $4, a meal is less than $10.

Source...?

 

[Pushka]

There's no point "retaining customers" through performing x service, if said customers aren't providing enough profit to justify the said service. Seems like CR people lost out to the hard realities of finance this time around.

On that flight perhaps. It does change perceptions though and future decisions.

 

[JohnK]

I would be very pi$$ed off if I couldn't get a seat on an early flight because it's been filled up with el cheapo flyers changing flights at the last minute!

These things happen.

If a high status frequent flyer is on the 6:55pm flight and they are at the airport at 5:45pm and there are plenty of vacancies on the 6:25pm flight it actually makes sense to move your higher status frequent flyers onto that flight.

If on the other hand they are on the 6:55pm flight and they are at the airport at 9:30am then there is either something seriously wrong (in which case it would make sense to help them out) or they are trying to trick the system.

I dont think any of us are trying to work the system. Well I know I am not.

 

[amaroo]

These things happen.

If a high status frequent flyer is on the 6:55pm flight and they are at the airport at 5:45pm and there are plenty of vacancies on the 6:25pm flight it actually makes sense to move your higher status frequent flyers onto that flight.

If on the other hand they are on the 6:55pm flight and they are at the airport at 9:30am then there is either something seriously wrong (in which case it would make sense to help them out) or they are trying to trick the system.

I dont think any of us are trying to work the system. Well I know I am not.

In the time I've been a member of AFF I've seen quite a few examples of "gaming"....EDR, ATA, ASA, ATO, W'field Cards, etc

Why would this be any different?

 

[TonyHancock]

Source...?

The tomato ketchup sachets are 50 cents each, maybe*

*Please accept my apologies for the pitiful attempt at humour driven by the similar sounding sauce and source.

 

[Newk]

The tomato ketchup sachets are 50 cents each, maybe*

*Please accept my apologies for the pitiful attempt at humour driven by the similar sounding sauce and source.

Hey, aren't you meant to be off running for governor general?

​or even the Qantas board?

 

[basso]

Source...?

This is Qantas we are talking about. You should have started with 'Define meal'

 

[JohnK]

In the time I've been a member of AFF I've seen quite a few examples of "gaming"....EDR, ATA, ASA, ATO, W'field Cards, etc

Why would this be any different?

Good point.

I used the lounge a few times on a Saturday night when I was not flying and my brother had a diet coke and I had a beer.

If I want to go back to SYD on a Friday night at 6:00pm then I will book the 5:55pm flight. There have been times when I wanted to go back at ~4:00pm-5:00pm but the flights are too expensive. There is no way I will book a 5:55pm flight for the next 3-6 months and turn up to the airport at ~3:00pm to try and get on a earlier flight.

Firstly I do not want to spend that long at the airport if flights were full and secondly I try to plan my week around the time I am leaving on a Friday. So today I worked close to ~11 hours. Tomorrow will be ~8 hours, Thursday will be ~7 hours and Friday will be ~4 hours and I will try to be at the airport ~4:45pm for a 5:55pm flight.

Maybe others are different.

 

[Pushka]

Sometimes JohnK, meetings interstate get cancelled. It's as simple as that.