Time to give up on Qantas

[Lonely Flyer]

Yes but a design problem so an AIRBUS issue not of QF making.

 

[Lonely Flyer]

Certainly fly SQ if you like being served by "autobots" in the air.

 

[OATEK]

A significant number of posters on this thread have less than 20 posts, some as low as 1. That suggests to me that the anti-QF movement is taking hold, and this should be a concern to the airline.

The simpler/fairer changes that are to my detriment have seen me move all international flights to other OW carriers, although curiously I have a QF flight under an AY codeshare coming up. Even though I will earn significantly less SC/Pts, there is no other protest I can make other than to move my $ elsewhere.

While the simpler/fairer QFF changes have damaged my chances of increasing status in the next few years, I still credit my points to QFF so that I can redeem them as domestic J fares, which I have found are good value.

But as to service, I have never had better than on SQ/CX when I got QF "J" service on a Y fare. I have found QF are good in the J/PE cabins, but in Y it depends so much on the crew make-up. Some cabin crews have been excellent, others awful. IMO the variation in international cabin crews has been far greater on QF in Y than SQ & CX in Y. But my Y days are over, and I am flying J mostly internationally, and QF is no longer my first choice.

 

[Capt Squeak]

I would like to answer this thread from the other side.

I'm a Senior Customer Service Manager for a large bureaucratic organisation that is involved in transport. The way I see it is that in order for your staff to perform at 'above average' levels and deliver superior customer service is to take them on the journey. Most of these 'robotic types' in the airline industry don't understand or are not involved in the direction the business is heading. Some find the role mundane because if they do offer superior customer service it doesn't get recognised. The ones who do offer the great service are those who value their job and want the company to remain viable. We're all different and motivated different ways. You're just seeing a microcosm of everyday life on board.

Until Qantas start telling their story to their staff of what they want to be, it's always going to be a hit and miss organisation. They still don't know which customer base they're targeting.

 

[Princess Fiona]

Poor Service! Had to fly out of MEL on Jetstar. I wanted a reasonable seat so I rang the Chairmans Lounge two hours before the flight with a request to check me in. They responded by advising that it was not their policy to check any one in unless the passenger was physically present. As a person with long experience in dealing with poor customer service I just went round them. I rang a lowly QF club two thousand Km away and they gladly checked me in and got me a great seat. Qantas - if you are reading this you need to look after your premium customers a lot better.

Welcome to AFF
Interesting first post

 

[Princess Fiona]

A significant number of posters on this thread have less than 20 posts, some as low as 1. That suggests to me that the anti-QF movement is taking hold, and this should be a concern to the airline.
.

To me it suggests that the anti-QF movement appears to be stronger amongst those who participate infrequently here. I'm not sure quite what concerns, if any QF should place on that.

 

[OATEK]

To me it suggests that the anti-QF movement appears to be stronger amongst those who participate infrequently here. I'm not sure quite what concerns, if any QF should place on that.

I guess that will be up to QF. But in these sorts of matters I think the old adage about any publicity being good publicity has had its day. I have seen a lot of outpourings from regular posters on various similar threads, and it just strikes me that new/irregular posters are joining the choir. Just a view from where I am sitting...

 

[harvyk]

To me it suggests that the anti-QF movement appears to be stronger amongst those who participate infrequently here. I'm not sure quite what concerns, if any QF should place on that.

I guess the big question is, would those in the anti-QF movement have ever considered flying QF in the first place? One of the guys here at work is pretty anti-QF. The fact is that QF have lost exactly zero by not having him as a customer since QF has never been on his radar anyway.



(The following is not directed at you Princess Fiona, just a general rant)
That's the big thing when looking at criticism in public forums when directed towards a company, it brings people out of the woodwork whom want to voice their displeasure with said company (as is evident with the first time posters), but the reality for the company is that those people where never going to use that company in the first place. So net loss = zero.

The claims of status made in posts are pretty much meaningless. I can claim I am triple platinum chairman club in my posts, that does not make it so. The AFF verified status helps separate those who claim they have status with those who do (and no, I don't have status, at least nothing that truly matters).

Finally, to the one post wanders whom have posted in this thread, how about sticking around in AFF and learning the tricks you can use to make your flying a really enjoyable experience. I'm putting out a genuine invite to stay, learn the tricks of flying so you don't end up with the crabby crews, the falling apart planes and the flights from hell.

[/rant]

 

[drron]

I would like to answer this thread from the other side.

I'm a Senior Customer Service Manager for a large bureaucratic organisation that is involved in transport. The way I see it is that in order for your staff to perform at 'above average' levels and deliver superior customer service is to take them on the journey. Most of these 'robotic types' in the airline industry don't understand or are not involved in the direction the business is heading. Some find the role mundane because if they do offer superior customer service it doesn't get recognised. The ones who do offer the great service are those who value their job and want the company to remain viable. We're all different and motivated different ways. You're just seeing a microcosm of everyday life on board.

Until Qantas start telling their story to their staff of what they want to be, it's always going to be a hit and miss organisation. They still don't know which customer base they're targeting.

Welcome to AFF.
That reminds me of another difference between AA and QF.I notify the airline if I experience very good service.Emails to customer relations are always acknowledged within 24 hours mostly with comments about that episode.they always say your message has been passed on to the staff member.I know it happens as on one occasion we flew again with that person who came and thanked me for my comments.As well as that AA have staff appreciation certificates which you can give to staff who go above and beyond.I always ask if it does mean anything and the usual response is that it does.On our last NRT-DFW flight I gave many that I had found to the purser to give to the F staff.he decided all the crew should be acknowledged.i had 2 FAs come up from Y to thank me.
QFF on the other hand I have had on 1 out of 4 internal emails acknowledged by the automatic "we have received your comments' reply.No response at all for the other 3.

 

[Princess Fiona]

I guess the big question is, would those in the anti-QF movement have ever considered flying QF in the first place? One of the guys here at work is pretty anti-QF. The fact is that QF have lost exactly zero by not having him as a customer since QF has never been on his radar anyway.



(The following is not directed at you Princess Fiona, just a general rant)
That's the big thing when looking at criticism in public forums when directed towards a company, it brings people out of the woodwork whom want to voice their displeasure with said company (as is evident with the first time posters), but the reality for the company is that those people where never going to use that company in the first place. So net loss = zero.

The claims of status made in posts are pretty much meaningless. I can claim I am triple platinum chairman club in my posts, that does not make it so. The AFF verified status helps separate those who claim they have status with those who do (and no, I don't have status, at least nothing that truly matters).

Finally, to the one post wanders whom have posted in this thread, how about sticking around in AFF and learning the tricks you can use to make your flying a really enjoyable experience. I'm putting out a genuine invite to stay, learn the tricks of flying so you don't end up with the crabby crews, the falling apart planes and the flights from hell.

[/rant]

Cheers harvyk
You have said in a hundred words what I was thinking out loud in a few

 

[RAM]

I've had the same MH/EK experience. Glad I saw your post I was about to launch into a big description, so you saved me the job of typing it all into an iPad!

In January of this this year I did a SYDHKG on QF (the 127) and it was pretty much the best J experience I've had in twenty years. Just the perfect combo of aircraft, great staff, food and wine. I love it when everything clicks. When you get a good flight you chalk it up as one to remember. When you get a bad flight it's just best to move on and know the next will surely be better.

When QF gets it right, especially with SYD F and MEL F, there's not much in global commercial aviation to beat it. As I say to friends, go travelling for a month in Europe with a few LCCs or even trying the 'premium' AA domestic product. You'll soon see how good we have it here, even with its gripes.

Often for a short trip within EU we'll use a LCC - CFOTD - GBP18 LGW to INN all up for example.

Have never had a cause to complain about the 90 minute flights (all up 20+ since 2005). Every one left on time, cabin clean, staff super efficient and unexpectedly friendly, bags always out rapidly (I know its airport related but if an airline has bad relationship with baggage handlers...) and the whole family has always felt we got more than we paid for.

Compare that with full-service EU/SYD where no working inflight entertainment etc and ZERO compensation etc.

I have had unhelpful, rude or even deliberately ignoring passengers on Q (as well as some wonderful ones as well). I'd say it would be 40/60 bad/good over the last decade, maybe 35/65 at a pinch. But over the same decade it is 0/100 for the LCC. Air AsiaX (only one long haul flight so not necessarily accurate) staff were brilliant last Dec. Asked a question about transfer from LCCT to main and not only told how, rough cost if using bus but then the lady asked if I had MLR - No, here give me AUD 30 and I'll give you some MLR so you don't have to pay a commission.

What more could I ask!

 

[Baysider]

I guess only Qantas can make the call on whether these are posts from people who never intended to fly with them, or genuinely disgruntled customers. Personally I feel that loyal QF customers are finding a voice because "enough is enough".

 

[harvyk]

I guess only Qantas can make the call on whether these are posts from people who never intended to fly with them, or genuinely disgruntled customers. Personally I feel that loyal QF customers are finding a voice because "enough is enough".

That's very true, and you'll find there are no shortage of loyal QF customers on here whom voice their displeasure at some of QF's changes (often with the hope of said problems been fixed), but will still go to good ole qantas.com for their next flight booking.

I guess I see the "I'll never fly QF again" type posts as nothing more than grandstanding. If you are serious about never wanting to fly QF again you'll just quietly stop booking on QF, and start booking on anything but QF. If you want to tell the world about it you'll fit into one of two buckets.

The first is you are a genuine disgruntled ex-pax who used to fly QF, but no longer does, why do you need to announce that you are moving airlines? If you want something fixed, that's the time to post, if you are planning on moving across to VA, just do it, what do you want a cookie for moving across, what do you care if QF knows the reason why they lost you, it's not like you'll ever use them again.

The second is you have never flown QF, you where never likely to fly QF (and in some cases you are never likely to fly anyway but that's more common on news.com.au's comments forms rather than in here), and you've decided that bashing on QF is what all the cool kids are doing, and thus you must join in.

Gee two rants and it's not even morning tea time... I'm on a roll...

 

[OATEK]

<SNIP>

I guess I see the "I'll never fly QF again" type posts as nothing more than grandstanding. If you are serious about never wanting to fly QF again you'll just quietly stop booking on QF, and start booking on anything but QF. If you want to tell the world about it you'll fit into one of two buckets.

But this seems to miss the point of AFF! Its like a big family get-together where we all sit around and complain about all that is wrong in the world and provide solutions that no-one seems willing to adopt.

As for your first category, I think there is an element of disbelief amongst many "genuine disgruntled ex-pax" that QF has seemed to have abandoned them, and voicing this is part of their therapy! :?:

 

[RAM]

That's very true, and you'll find there are no shortage of loyal QF customers on here whom voice their displeasure at some of QF's changes (often with the hope of said problems been fixed), but will still go to good ole qantas.com for their next flight booking.

I guess I see the "I'll never fly QF again" type posts as nothing more than grandstanding. If you are serious about never wanting to fly QF again you'll just quietly stop booking on QF, and start booking on anything but QF. If you want to tell the world about it you'll fit into one of two buckets.

...

I started out in late 80s as 100% every flight domestic or international on Q.
Today less than 1 in 7. And that looks better than it should but as booking a EUR/SYD flight out of o/s booking engine was $hundreds cheaper than booking from Australia - I had 3 Q flights, only one on Q metal, on EK and one BA.

 

[harvyk]

But this seems to miss the point of AFF! Its like a big family get-together where we all sit around and complain about all that is wrong in the world and provide solutions that no-one seems willing to adopt.

As for your first category, I think there is an element of disbelief amongst many "genuine disgruntled ex-pax" that QF has seemed to have abandoned them, and voicing this is part of their therapy! :?:

My rant was more directed to the first time posters whom have had nothing to do with AFF prior to deciding that the whole world needs to know that they no longer fly QF. I know there are a few here whom are in the used to fly QF but no longer do category. The thing is that the established members have brought it up without scouring the web for forums that might listen.

 

[bsb]

Have you tried redeeming with the competition???

 

[dadevo]

while we can all have complaints about QFF and it can be inconsistent at times I think it stacks up as well as anything else available in the world based on my experiences over the last 5 years ..... I also think the QF experience is getting better not worse!

 

[busissi]

Very sad but true. We fly Emirates now, better upgrades available, service - well Qantas needs a kick up the pants. Proud Australian but just not good enough, Mr Joyce.

 

[busissi]

Travelled Qantas since 1975, so great faith, we were Chairman's Lounge status. No more, alas. We have paid, non company, for 20'years and Qantas is bottom of he list for service, FF bookings etc.Emirates, Etihad and Singapore are so superior it's no competition.