ozimax
Member
- Joined
- Feb 23, 2009
- Posts
- 191
This has most probably been visited many times, but is it topical at the moment.
I returned last night from a 2-3 week journey overseas. I initially checked in with Qantas link at Coffs Harbour, as I am wont to do. Firstly, the staff member didn't give me a boarding pass. (He gave me something like a BP, but in fact it was just a baggage stub as I had 3 ongoing flights that day). I did go back to the counter, but he questioned me as to why I didn't have a pass. Finally I received one. He didn't want to admit his mistake.
My wife remarked to me that I would be lucky if I got my suitcase in AKL later that evening. Sure enough, my bag went missing. Actually, it was still in Sydney, so no great problem as the Air NZ staff knew where it was, but from there it took almost 48 hours to get from Sydney to Auckland. Thankfully my travel insurance enabled me to go and buy some clothes for meetings I needed to attend.
My AKL-SYD flight was cancelled yesterday, but thankfully I was shoehorned into a Jetconnect flight. I must say that the NZ Qantas staff were wonderful, as was the QF club in AKL. Top notch.
I collected my suitcase then wandered down to the domestic transfer desk and checked in for the connecting QF Link flight to Coffs last night. My suitcase is small and light, so I asked the girl at the counter (I was the ONLY customer in the whole area) if she could please check in my (empty) carry on bag. "That will be $30 please". (I know, the rules for QP baggage limits changed recently and all that, but after what QF has put it's customers through recently, I though common sense would prevail.) I thought of remonstrating with her, but no, I'll just possibly fly Virgin from now on.
Everything goes back to attitude. The FAs, the check in staff (don't get me started on that one again; there's a check in staff member (woman) up here who would frighten a werewolf.) It is Ansett all over again. No staff member is owed a job by any company. There's a zillion people who will take your job if you don't want it. Treat the corporate customer like royalty and the business will look after itself. I should know, this was my job back in my TN days. Ansett became complacent, TN swooped on their corporate customers and the rest is history.
Qantas staff had better look over their collective shoulders. Change is coming. If they don't adapt, they will be out of a job quick smart.
I had better stop my ramblings...
I returned last night from a 2-3 week journey overseas. I initially checked in with Qantas link at Coffs Harbour, as I am wont to do. Firstly, the staff member didn't give me a boarding pass. (He gave me something like a BP, but in fact it was just a baggage stub as I had 3 ongoing flights that day). I did go back to the counter, but he questioned me as to why I didn't have a pass. Finally I received one. He didn't want to admit his mistake.
My wife remarked to me that I would be lucky if I got my suitcase in AKL later that evening. Sure enough, my bag went missing. Actually, it was still in Sydney, so no great problem as the Air NZ staff knew where it was, but from there it took almost 48 hours to get from Sydney to Auckland. Thankfully my travel insurance enabled me to go and buy some clothes for meetings I needed to attend.
My AKL-SYD flight was cancelled yesterday, but thankfully I was shoehorned into a Jetconnect flight. I must say that the NZ Qantas staff were wonderful, as was the QF club in AKL. Top notch.
I collected my suitcase then wandered down to the domestic transfer desk and checked in for the connecting QF Link flight to Coffs last night. My suitcase is small and light, so I asked the girl at the counter (I was the ONLY customer in the whole area) if she could please check in my (empty) carry on bag. "That will be $30 please". (I know, the rules for QP baggage limits changed recently and all that, but after what QF has put it's customers through recently, I though common sense would prevail.) I thought of remonstrating with her, but no, I'll just possibly fly Virgin from now on.
Everything goes back to attitude. The FAs, the check in staff (don't get me started on that one again; there's a check in staff member (woman) up here who would frighten a werewolf.) It is Ansett all over again. No staff member is owed a job by any company. There's a zillion people who will take your job if you don't want it. Treat the corporate customer like royalty and the business will look after itself. I should know, this was my job back in my TN days. Ansett became complacent, TN swooped on their corporate customers and the rest is history.
Qantas staff had better look over their collective shoulders. Change is coming. If they don't adapt, they will be out of a job quick smart.
I had better stop my ramblings...
