Underwhelming experience

[simongr]

Why should be peppered with arrows - you are just reflecting on your experience. I have experienced a lot of the same but have also experienced a lot of positives as well. For me the on ground experience smashes the in air experience to bits...

 

[Sprucegoose]

The catering on QF29 going the other way MEL-HKG is also a little bizarre. The flight leaves at midnight and they then start serving a full meal in F, which I couldn't eat more than a fraction of considering I had just eaten a regular meal at 6pm and an F lounge meal at 10pm - besides being dead tired and more than a little drunk on champagne. The odd thing was that the F breakfast served the next morning was only a continental style with no hot food aside from warmed bread said to be toast. On flights like this I would much rather QF served a snack at midnight and a full hot breakfast in the morning.

As for the non-service of meals on domestic flights yes it really does p*ss me off to be sitting in J on a flight that leaves MEL at say 5.30pm and gets in at 7pm and to be served some $5 snack. If I am in the air after 5pm and before 9pm I expect to be fed a proper meal.

As an F flyer you know you can eat anything at anytime. You just need to manage this.

 

[smit0847]

To dfcatch

Well said. I'm not a plat flyer, just a goldy. But that still means I contribute something to QF's bottom line as all pax do.

In reply..

1. Food. I was once a very vocal advocate of QF and encouraged many friends to join QFF which they did. Over recent years I have found service on the ground and in the air becoming more of an issue I care to deal with. The local primary school tuck shop often offers food more inspiring than the Neil Perry offerings. It must be a Sydney thing that finds the NP food inspiring. A crumbly muffin with/out apple on a short domestic flight is not worth the effort. The person who decided on the tuna roll for lunch should be removed immediately.

Asking for the second cup of coffee or soft drink brings a scowl from many a FA on both short and long haul flights. I tried once the advertised open bar on a J class international flight in the middle of the night. The resultant scorn from FAs who thought that area was their domain to gossip free from pax was evident. I was told I was given water hours ago. Sorry I didn't use the ignore button. Sheesh.

2. Staff. As has been said many times here and elsewhere expect the unexpected or the only consistent thing is inconsistency. I'm a reasonable person, quiet and undemanding but I seem to often get the bi polar FAs. Either helpful or the complete opposite. I would expect all pax to be treated with professionalism and courtesy regardless of status and I don't seek special treatment. However a large number of FAs really need to reassess their attitude. I had an incident last year with an out of control kid in front using the recline button as a toy over and over as well as banging on the seat. This resulted in a mess on my clothing and laptop. I rang the ignore button and eventually a FA arrived. When told what happened he shrugged his shoulders and went on. No offer of anything to clean myself and computer. I asked to speak to the CSM and he told me he was! Name badge hidden of course. Complaints to QF customer care have resulted in an offer of compensation which I accepted however the compensation never eventuated despite reminders. I'm persistent.

That and the fact that a points request for upgrade to a near empty cabin are ignored, lost luggage with no apology, arriving at a partner airline checkin and immediately being offered a better seat or upgrade, attempts at booking award flights on a dysfunctional website, and many other things have made me reassess my loyalty to QF. Flight price is another factor with decent airlines offering a better and more consistent product.

My status is achieved mainly from a few QF flights with a good deal more partner airlines contributing to my status credits and FF points.

I'm bound to be shot flaming arrows from many QF loyalists here but that is just my experience over 17 years and how I feel now.

So why do you pay more to fly with Qantas, receive less and then come on here to complain about it?

 

[maninblack]

So why do you pay more to fly with Qantas, receive less and then come on here to complain about it?

I personally do not find posts like this conducive to good a discussion. The point of a forum is to hold discussion, debate and for the sharing of ideas, information and experiences. The views of the OP are not as cut and dried as you assert, nor is the solution to his grievances or concerns.

 

[medhead]

So why do you pay more to fly with Qantas, receive less and then come on here to complain about it?

I think you'll find it's called loyalty. If you read closely you'll also see that Vinny has stated that he is changing that and flying with other airlines. Personally, I like to read about the experiences of others to see if they match mine or not.

 

[dfcatch]

So why do you pay more to fly with Qantas, receive less and then come on here to complain about it?

Excellent question !!

One that I (and I imagine others) causes me a moment of pause to reflect on my loyalty to the QF brand/product.

If it turns out not being an isolated incident - then over time.....

for QF
for VA

 

[smit0847]

I personally do not find posts like this conducive to good a discussion. The point of a forum is to hold discussion, debate and for the sharing of ideas, information and experiences. The views of the OP are not as cut and dried as you assert, nor is the solution to his grievances or concerns.

Of course people have their complaints about individual aspects of any airline and/or bad trips/experiences they have had but I ask this because I see far more negative posts about Qantas on this site than positive ones yet people continue to loyally and proudly fly with them. I don't want this to turn into a 'qantas sucks' type thread but I have difficulty understanding the loyalty to a company that (based on the majority of posts I see on this site) has been rapidly declining over a long period of time.

 

[TiredOldFlyer]

Don't fly Qantas all that much these days but it appears that the old days are coming back - throw away the food and eat the box !

 

[simongr]

Of course people have their complaints about individual aspects of any airline and/or bad trips/experiences they have had but I ask this because I see far more negative posts about Qantas on this site than positive ones yet people continue to loyally and proudly fly with them. I don't want this to turn into a 'qantas sucks' type thread but I have difficulty understanding the loyalty to a company that (based on the majority of posts I see on this site) has been rapidly declining over a long period of time.

A lot of people don't have much choice due to corporate deals and a lot of people do suffer QF (in their opinion) as they are locked into the status and earning treadmill.

I personally fly QF domestically as there isn't much difference in my experience.

 

[Stephen65]

As an F flyer you know you can eat anything at anytime. You just need to manage this.

I did to an extent - I had a steak sandwich (which was delicious) for my third dinner of the evening (or first dinner of the morning depending on how you look at it) instead of the full dinner meal. In retrospect I should have ordered another one for breakfast to go with my cereal and fruit. What was disappointing was the lack of true hot breakfast options.

 

[Stephen65]

So why do you pay more to fly with Qantas, receive less and then come on here to complain about it?

Habit, a certain affection for the former national flag carrier, a lack of domestic J alternatives until recently and a hope that things might get better. I will be sure to give VA J a try soon though.

 

[Noob]

If anything these threads are fantastic for the airlines, before forums and the internet airlines couldn't receive feedback without customers actually lodging it.

 

[Per_Travels]

I must say that I always enjoy reading about other peoples experiences with Qantas (somehow the bad experiences are always a bit more interesting than the good ). I'm based in Perth and tend to travel Y domestically (unless setting off to the US), Y for short international (SE Asia) and J elsewhere. Probably 75% of my travel is with Qantas/One World carriers, the rest with whoever offers the best schedule/connections/price/etc to wherever I'm going.

Strangely I can't remember the last time I had a bad experience with Qantas. I have different expecations if I'm in Y or J but generally those expectations are met (in Y I just expect a constrant stream of tea to be provided, in J the tea is swapped for G&T). I know - I don't expect too much when I'm travelling. Usually I won't bother eating in Y and rarely in J. I've never had any problems with indifferent/surly/ grumpy staff, don't know why but they always seem to be ok for me. In some ways I think I'm the glass half full version of the OP - nothing stands out as being exeptional, but then nothing bad either.

To add some width - in the last couple of months I've flown with QF, DJ, CX, MH, LAN, TAM, EK and the only experience that could be described as bad was with MH who couldn't provide me with a meal on either the Perth to KL or TPE-LAX leg (which wasn't really a problem because I wasn't planning on eating anyway - cabin crew advised me that they had no food left just before I had a chance to tell her that I wasn't eating in each case).​

 

[harvyk]

Of course people have their complaints about individual aspects of any airline and/or bad trips/experiences they have had but I ask this because I see far more negative posts about Qantas on this site than positive ones yet people continue to loyally and proudly fly with them. I don't want this to turn into a 'qantas sucks' type thread but I have difficulty understanding the loyalty to a company that (based on the majority of posts I see on this site) has been rapidly declining over a long period of time.

There are two things that you need to remember.

1. The things that people are complaining about may not actualy be deal breakers for them in regards to flying QF, either because it's annoying but not that much of a bigger deal, or there is no viable alternative.

2. People rarely come on here and brag about their good experiences. You'll rarely see something titled "QF11 on the 1st Dec was great...", but conversly you may very well see "QF11 on the 1st Dec suxs". People rarely report on good experiences, but love to vent when it comes to bad experiences. That's just the nature of how things are.

 

[ozbeachbabe]

AA (American Eagle) whY class catering San Juan to Santo Domingo in an ATR42. Nil food, drinks only.



AA First Class catering Los Angeles/Las Vegas in an MD-80. Drink & a packet of nuts.

 

[Sprucegoose]

To add some width - in the last couple of months I've flown with QF, DJ, CX, MH, LAN, TAM, EK and the only experience that could be described as bad was with

MH who couldn't provide me with a meal on either the Perth to KL or TPE-LAX leg

(which wasn't really a problem because I wasn't planning on eating anyway - cabin crew advised me that they had no food left just before I had a chance to tell her that I wasn't eating in each case).​

Nothing at all?

I dont believe you.

TPE-LAX is over 14000km.

 

[Sprucegoose]

The there is CX out of HKG leaves about midnight, they serve food at 1am as everyone just about wants to sleep, absolute waste, could save them a bucketload of cash if they stopped this stupid practice.

If they stopped, wait for the complaints!!!!

 

[straitman]

I believe QF isn't the only premium airline offering snack boxes.

So behind the times.

The RAAF had snack/lunch boxes in their C-130s at least 40 years ago :!: :shock:

 

[Sprucegoose]

So behind the times.

The RAAF had snack/lunch boxes in their C-130s at least 40 years ago :!: :shock:

I even got a snack box during the pilots strike in a Herc and HS748!!!

 

[Ricardo]

So - I'm sitting on a 10am CNS-BNE right now and decidedly disappointed with my markedly "average" experience.

Nothing really "wrong" - but nothing to make me feel that I made the correct decision to pay a premium to fly QF today over DJ. (other than the 91st bonus points - although I made the booking prior to that).

Before I start I have to admit that all of my flights to/from CNS in the last cpl of years have been at peak times (05:30, 12:00, 19:30 or similar). This is my first "snack" time flight on this route in a while.

In fairness - most of my to/from CNS flights do leave me feeling like a valuable customer.

1/ MEAL

Qantas - there was not $1 of difference in my fare whether I chose the 05:30 or the 10:00 departure - so why should I choose you when I get offered a snack that was literally two small heart-shaped cookies where the packaging probably costs more than the cookies. The other option was a small carrot cupcake that was smaller than my niece's fairy-bread at a recent party.

Seriously - its cough - no other word for it. If I'm paying a premium to fly QF on a 2 hr flight - I at least want the option of some Neil Perry inspired slop. Or at least a wrap or yoghurt cup perhaps or something.

In the olden days (when AN was around) you could at least get a decent meal in the QP, now you can't get much. Especially in a place like CNS with no J lounge.

There wasn't even an offer of a top up for my coffee. So it's not just the smaller food offering (I can even understand the rationale for this - on business routes like SYD-MEL at off-meal times), but it was a genuinely reduced "service offering".

All my other QF flights on this route I remember an ice cream or similar offering as a follow up service later in the flight as well.

Not that I'm hungry - but I just feel "ripped off". Rightly or wrongly - but it just "feels" that way.

And if you are going to offer a reduced service - the price should be discounted to reflect this.

Which leads me to my next point....

2/ STAFF

Maybe I've been spoilt - but all my other flights on this route (QF and DJ) have had staff that smile, appear to make an effort, have a visible CSM who seems and sounds (on the PA) genuine.
And - more often than not - at least make a small token effort to acknowledge me as a WP. (This may be as little as a pleasant smile and greeting on boarding, perhaps a name greeting on food service (I'm in 4C), or occasionally the CSM actually says hi in passing... "thank you for your loyalty......blah blah".

I'm not a DYKWIA, but you know what?

I've spent a heap of time and money to earn (and retain) WP, and things like a friendly name greeting on boarding cost $0.00, but it does make me feel a little valued - even if it is token.

The staff seemed generally disinterested, even offering the headsets came across rushed, disinterested, and much like the stereotypical "I'm making a coffee - would anyone else like one?" (where it's plain that you're hoping and expecting that no one will rudely actually say yes).

That's how she came across to me as well.

The meal service felt the same as did the rubbish collection.

For the record - the staff didn't do anything wrong, the flight was normal.

Also - the flight was 98% full and I had 4C and a shadow (although I suspect it was 4A's shadow). Which I appreciate.
But you know what - as a WP, I expect to be able to sit in row 4. Because TBH, that's one of the main reasons I choose QF over JQ for instance.
Now that DJ offers me row 3, and they come with the bonus of genuine warmth and courtesy from the FAs..... Well, let's just say that I felt underwhelmed enough that I'm considering if I should have just saved the money and chosen DJ..??

Both options give me SCs and points - so that's not a winner for either.

So in summary - I got what I paid for, there was nothing "wrong" with anything on the flight........ It's just that it was underwhelming enough for me to write this rant, post online, and draw VA's and Red Roo's attention to it.

Reading your post in depth I think some of your comments are reflective of how society is today and that in my opinion transfers to levels of service vs what we pay in dollar terms has no corelation, if that makes sense.

And this in my view is apparent across a large number of service sectors in Australia.

Perhaps a few visits to some Asian countries and parts of the US would be good to educate on what is a good level of service for so called premium loyal customers of airlines and other service providers who are in the hospitality and tourist related sectors.

On a trip to the US a few years back our server was telling me and my wife how he had to hold three (yes three) part time jobs in order to make ends meet to feed his family and pay his living expenses, sure was a wake up call for us in the 'lucky country'.