Very ordinary treatment by J CSM

[basso]

As for the delay - we all know that on time performance is measured to +/- 15 minutes. 5 minutes doesn't make the flight late. We also see, based on reports in thread, that the next flight was not delayed by the late arrival into CBR.

+/- 15 minutes may well be how BITRE define a late flight. But that has nothing to do with what Qantas might require to be internally reported to explain the delays.

 

[cambriamarsh]

Lifetime CL membership.

Yeah right.

 

[drivatruk]

7 pages over a 5 minute delay. The flight got there on time. If i couldn't wait 5 mins for someone to grab a phone worth possibly several hundred bucks then i reckon id be a miserable son of bit..

 

[OzEire]

7 pages over a 5 minute delay. The flight got there on time.

Or, looking at the thread title, 7 pages over shabby treatment by a CSM in J (with a bit of context behind why, including a delay).

If i couldn't wait 5 mins for someone to grab a phone worth possibly several hundred bucks then i reckon id be a miserable son of bit..

Exactly. And not just the cost, for some their 'life' is on that phone.

 

[Kangol]

Lifetime CL membership.

Whilst you may have concerns about privacy, it only hurts this community by witholding any information that can be used to help others in the future.
Don't forget that people on this forum volunteer information; if everyone chose to share nothing then there wouldn't be any point to posting or this entire community.
Then again, you only care about yourself, you put up this thread to get attention and what you want and don't give back.
I would hope such values are not instilled into your children.


Oh,

 

[medhead]

+/- 15 minutes may well be how BITRE define a late flight. But that has nothing to do with what Qantas might require to be internally reported to explain the delays.

You must be wrong. Have you not seen qantas' crowing about 12 in a row. They certainly take bitre ratings for self promotion.

 

[medhead]

Wow, I think you are unaware of the issues with delays from a crew perspective. Just keep blaming the crew then...

Just put words into my mouth. I am not blaming the crew you are the one who suggested frustration. Regardless of the issues there is absolutely no excuse for crew to take their frustrations out on the customers. I simply cannot believe how anyone can excuse such behaviour.

i cannot believe you think someone who gets frustrated at doing the paperwork required of their job shouldn't consider a career change.

 

[cmdwedge]

Whilst you may have concerns about privacy, it only hurts this community by witholding any information that can be used to help others in the future.
Don't forget that people on this forum volunteer information; if everyone chose to share nothing then there wouldn't be any point to posting or this entire community.

What on Earth are you on about? Share what information?

Then again, you only care about yourself, you put up this thread to get attention and what you want and don't give back.
I would hope such values are not instilled into your children.

Likewise champ.

 

[Moody]

[MOD HAT]

Some Off topic posts have been pulled for review.

Please stick to the topic in a civil manner.

[/MOD HAT]

And be warned - trying to defuse the tension with humour is right out!

 

[Stoopidsteve]

Oh,

think this bit got missed in translation

breathe in, breathe out. Anything else is a bonus.

 

[drivatruk]

Whilst you may have concerns about privacy, it only hurts this community by witholding any information that can be used to help others in the future.
Don't forget that people on this forum volunteer information; if everyone chose to share nothing then there wouldn't be any point to posting or this entire community.
Then again, you only care about yourself, you put up this thread to get attention and what you want and don't give back.
I would hope such values are not instilled into your children.




Oh,

Well i think what was decided between the OP and QF is between them. There is a wealth of information available on here from people who wish to share and read by those who don't.

The OP mentioned keeping the kids entertained and quiet in the QF Lounge so i think his kids have a great source for learning whats right and wrong.

As much as I hate flying next to children on flights I am sure id be happy sitting next to them.

 

[JohnK]

Sorry to hear your wife had to go through that type of treatment from the CSM. They should really know better.

And I guess a 5 minute delay is not the end of the world either. Not unless you missed the free bus by 5 minutes and now need to pay $20.

 

[Aussie_flyer]

I think the thread has run its course

 

[docjames]

I certainly feel the OP has been unfairly attacked for starting a reasonable discussion. The OP followed the QF crew and ground staff instructions. Whether those instructions were reasonable on QFs part is something to discuss but not to attack the OP.



One thing that hasn't been raised - unattended luggage (and presumably also a cellphone would be similar) would be considered a security risk inside the airport, so NOT bringing it to QF's attention could conceivably lead to a terminal "evacuation". So in that respect perhaps we might consider the OP in fact did a very reasonable thing (notifying of phone left in lounge).

 

[pauly7]

Which is specifically what my wife said, after the flight, that she did NOT want to happen. Maybe the chap was having a bad day already and me running off, delaying his flight, put him over the edge. Still, being in J, my wife was polite and deserved to be treated a little better. As she said, at least he could have said 'it'll be ok' and then had a whinge to his fellow flight crew during takeoff and landing, out of earshot. Instead, she copped an earful whilst fully acknowledging that she'd mucked things up. In J. Poor.

I'd feel terrible if I caused someone to lose their job through carelessness or innocent actions alike!

I'm sure he was fine though.

 

[Brettmcg]

You must be wrong. Have you not seen qantas' crowing about 12 in a row. They certainly take bitre ratings for self promotion.

That doesn't mean they don't have stricter internal measures of OTP. For example, the CSM is responsible for having boarding commence at precisely T-22 minutes. If this is not the case (within reason) they will be asked to explain the delay. Likely that they would have also been asked to explain a five minute delay post-completion of boarding in this case. It might not be a big issue, but nevertheless it can result in extra paperwork etc. etc.

I do agree that it could have been handled better and without the attitude though.

 

[basso]

You must be wrong. Have you not seen qantas' crowing about 12 in a row. They certainly take bitre ratings for self promotion.

If you are fundamentally incapable of understanding the difference between what a company portrays externally, and what it may measure internally, then there is no hope. Or maybe you are just arguing for the sake of arguing.

 

[medhead]

If you are fundamentally incapable of understanding the difference between what a company portrays externally, and what it may measure internally, then there is no hope. Or maybe you are just arguing for the sake of arguing.

There's plenty of hope for me, the only arguing I see going on here is posts like this, which I can only assume is an attempt to distract from the fundamental point that there is no excuse for taking out work frustrations on your customers. Qantas internal or external measures for on time performance are entirely irrelevant to that point.

 

[medhead]

That doesn't mean they don't have stricter internal measures of OTP. For example, the CSM is responsible for having boarding commence at precisely T-22 minutes. If this is not the case (within reason) they will be asked to explain the delay. Likely that they would have also been asked to explain a five minute delay post-completion of boarding in this case. It might not be a big issue, but nevertheless it can result in extra paperwork etc. etc.

I do agree that it could have been handled better and without the attitude though.

Their measures are irrelevant. If staff are frustrated with the tasks expected of them and they have to take that frustration out on passengers, I maintain that they might find more fulfilment with a career change.

 

[cmdwedge]

There's plenty of hope for me, the only arguing I see going on here is posts like this, which I can only assume is an attempt to distract from the fundamental point that there is no excuse for taking out work frustrations on your customers. Qantas internal or external measures for on time performance are entirely irrelevant to that point.

I must say that that was the gist of the Qantas customer service person who rang me yesterday. I said that I understood if the poor CSM was having a bad day, and that we were just the last straw for him, but she (Qantas CS) said that it was no excuse.

I sincerely hope that he's not in any real trouble. We got home safe, which is all you really need in the end.