Things Qantas Does & Doesn't Do Well

[opusman]

have you been in Hobart QC

The 'C' in that standing for 'Cupboard'

 

[Catweazle]

Sorry - what?

Trying reading it out aloud.

And by the way, I wasn't joking. I really would like to visit the Philippines. Some of the call center staff think I should too.

 

[stm1sydney]

The only thing they are really good at is PR - getting soft coverage in the media ("Qantas launches insane sale", "Qantas has slashed the cost of its flights...") and on sites like Executive Traveller.

 

[levelnine]

The only thing they are really good at is PR - getting soft coverage in the media ("Qantas launches insane sale", "Qantas has slashed the cost of its flights...") and on sites like Executive Traveller.

I do think one of the more interesting things that Qantas does well is cultivate a base of unquestioning loyalists.

You'll find people on this forum, in the halls of Parliament and in the media who would be practically willing to take a bullet for Qantas. Nothing is ever the company's fault.

That's quite unusual in Australia. Australians generally feel something ranging from indifference to outright contempt towards the banks, supermarkets, major retailers, insurance companies etc etc. There are a few rare outliers (eg there's a group that love JB HiFi), but even Virgin does not really have a band of diehard defenders.

I think this group of loyalists has shrunk in recent years, and since COVID-19 has been balanced by a wider public that has grown increasing sceptical of Qantas, which explains its plummeting ranks on brand favourability indexes. But the fact that this group persists is a testament to the company's marketing/loyalty efforts.

 

[AusEuro traveller]

Good points too. LTG currently has no benefits other than simple year-to-year gold requalification. Perhaps a couple of lounge passes each year to give to friends? These would be very useful now that Qantas Lounges allow entry only to guests flying on a OneWorld airline on the same day - a change that Qantas said was 'simplifying' the rule !
I would also like to see some sort of carryover of a % of surplus credits (or perhaps up to 200). That would definitely encourage me to continue flying Qantas if I retained, say, the 1200 for Platinum some weeks or months early.

Something simple like allowing LTG to board as Group 1. That’d be a practical benefit and zero cost to Qantas.

 

[CMA222]

The only thing they are really good at is PR - getting soft coverage in the media ("Qantas launches insane sale", "Qantas has slashed the cost of its flights...") and on sites like Executive Traveller.

It always amazes me that free to air TV has Qantas (and some times Virgin) sales as "news" items on their morning and evening news bulletins, with examples of how much customers will pay. How is that news ? More likely part of the broadcaster's "contra" contribution.

 

[MELso]

I’d like to see a proper CRM/ticketing system when you contact Qantas. i.e. ‘Your case reference is 123456.’

So that when you contact Qantas on more complex matters, you can give the ticket number and the person on the phone/dealing with the web form can pull up the history of the issue without the need to write/explain War and Peace every single time.

 

[RooFlyer]

It always amazes me that free to air TV has Qantas (and some times Virgin) sales as "news" items on their morning and evening news bulletins, with examples of how much customers will pay. How is that news ? More likely part of the broadcaster's "contra" contribution.

You (the airline, or anyone really) package it up with vision, script etc and pass it on to the networks via well trodden channels. Network says great - content with no effort - we'll run it tonight.

 

[ish]

Wide bodies on transcon flights are becoming pretty rare. I don't think this is something they do well now. Pre-covid yes, now definitely not.

…and never on the routes when you need it the most, especially the longer routes like (BNE—PER)….

 

[ish]

I love Qantas to bits, but to add a few other things they really don’t do well…
- update flight boards with delays. Apps like Flighty can tell you that the inbound flight hasn’t landed yet, but Qantas will still tell you to ‘head to gate’
- conversely, no advanced warning for those in the lounge when you should *really* actually head to the gate. Kind of defeats the purpose of priority boarding really…
- Lifetime Platinum, I mean seriously that SC target is a complete and utter joke!
- as mentioned previously, consistency. Someone noted earlier that QF are great at creating raving fans… I agree 100%. But isn’t there scientific research that proves that inconsistent and unpredictable rewards heightens addiction? When Qantas is great, they are unmatchably awesome…. but the inconsistency is incredible and the lows can be really, really low!!

 

[MEL_Traveller]

- conversely, no advanced warning for those in the lounge when you should *really* actually head to the gate. Kind of defeats the purpose of priority boarding really…

They do with VA.

But 90% of the time you get to the gate and they haven’t even started pre-boarding. So you wait in a huge line.

When they do board, they give the priority lane a 10 second head start and then commence the general lane, so you end up all mixed in the jet bridge.

QF does well with the group boarding.

 

[Ryerson]

I find your comment about influencing politicians and the media is totally inappropriate and just plain wrong if customers are considered For example, the Qatar decision disadvantaged many flyers. This airline flew during covid; Qanats did not. Our PM intervened to over rule his minister and her department on this decision. His son was then given entry to the Chairman's Lounge. Matt re read Joe Aston's book and withdraw your ridiculously inaccurate addition of this feature from your otherwise fair listing. I have flown with Qantas for over 60 years and the recent damage to their brand still overrides your list of positive features. Ryerson

 

[MEL_Traveller]

I find your comment about influencing politicians and the media is totally inappropriate and just plain wrong if customers are considered For example, the Qatar decision disadvantaged many flyers. This airline flew during covid; Qanats did not. Our PM intervened to over rule his minister and her department on this decision. His son was then given entry to the Chairman's Lounge. Matt re read Joe Aston's book and withdraw your ridiculously inaccurate addition of this feature from your otherwise fair listing. I have flown with Qantas for over 60 years and the recent damage to their brand still overrides your list of positive features. Ryerson

Matt is saying that QF is highly effective at influencing for their own interests… not necessarily what’s in the interests of the travelling public as a whole.

From a PR perspective, they are experts. Which is great if you are a shareholder. Which is one of their primary responsibilities.

Many companies could only dream of having that sort of PR machine behind them.

But take the point that from the other side - the public - the level of influence may be seen as unfair or inappropriate. Perhaps it should be included on both lists!

 

[AFF Editor]

I find your comment about influencing politicians and the media is totally inappropriate and just plain wrong if customers are considered For example, the Qatar decision disadvantaged many flyers. This airline flew during covid; Qanats did not. Our PM intervened to over rule his minister and her department on this decision. His son was then given entry to the Chairman's Lounge. Matt re read Joe Aston's book and withdraw your ridiculously inaccurate addition of this feature from your otherwise fair listing. I have flown with Qantas for over 60 years and the recent damage to their brand still overrides your list of positive features. Ryerson

I've included this as one of the things Qantas does well, because they do. The fact that Qantas was able to block QR from adding flights is exactly my point - they are good at influencing the right people/organisations. This doesn't mean it's in the interest of customers or a good thing, and I never said it was.

 

[TheInsider]

I’d like to see a proper CRM/ticketing system when you contact Qantas. i.e. ‘Your case reference is 123456.’

So that when you contact Qantas on more complex matters, you can give the ticket number and the person on the phone/dealing with the web form can pull up the history of the issue without the need to write/explain War and Peace every single time.

They actually do and have had it for a little while now with Salesforce CRM.
If the information gets added in by every agent, I have no idea.

 

[utaussiefan]

As a lowly bronze QFF that mainly only flies economy, Qantas offers a relatively good product. Did Adelaide to Hong Kong return over Christmas and New Year, couldn't fault the service in Y. Plenty of food even if it's not on one plate. It seems like it's more than other carriers. Recently, J ADL-SYD was fine, had good WiFi, and the food was okay. The sweet bread/cake offering was unusual, though. The new Qantas Club in Adelaide is looking good. If everything operates as its supposed to, Qantas are reasonable if your expectations aren't too high. Qantas are more of a MH than SQ airline.

 

[Flyingwombat]

The 'C' in that standing for 'Cupboard'

It is a good lounge when half full and you can sit by the window... and if they put out the battered fish with tartare sauce (one plate only and always just before the final SYD flight so move fast and get yours!!). When full it sucks. And the food is average otherwise. I do like the pour myself gin. I do have RSA so all good...... I make myself a triple G&T.

 

[RooFlyer]

and if they put out the battered fish with tartare sauce (one plate only and always just before the final SYD flight so move fast and get yours!!).

I always maintained that there was no hot food at HBA QP, but a few weeks ago I jagged it when they brought out a plate of party pies. As you say, just one plate .

When full it sucks.

Which is most of the time.

 

[VHOEJ]

Domestic lounges have and are undergoing a bit of a change - I like the added Panini Bar in Sydney and works underway in Adelaide. The numbered boarding is great and I like the fact it doesn’t enable staff to work around the electronic system. Yes the cancellation on the Syd - Mel route needs to get better.
Internationally - I really think Qantas is a little lost. Planes need attention. This type of disrepair in Prem Economy really needs a look at. View attachment 437656

Agree with the W seats. Completely an own goal from the customer team for choosing a cheap product.

 

[Durin's Bane]

The good...

Qantas lounge access for families – I have two daughters, and the ability to bring kids into lounges (i.e. non-guest) is fabulous, Qantas is quite unique in this regard. Their OW partners should take note.

I have always had average to incredible service on QF flights, I’ve never had a terrible experience.

Whenever there have been flight issues (e.g. cancellations, delays, etc) QF has always looked after me well as a Platinum FF.

The bad...

The Platinum FF call centre service experience recently is usually average – I have difficulty in understanding many of the “English speaking” staff, and over the past couple of years have had to call back to clarify or confirm items the first call couldn’t do.

Award seat availability out of OZ on QF metal is poor for three of us, yet I have been able to book many Y, Y+ and J flights ex Singapore, Hong Kong and Tokyo on OW partner airlines using points.

Sydney International J lounge is poor considering it is supposed to be a flagship hub.

I wish LTP was easier to reach – I am LTG, however will likely never reach LTP in my lifetime.