When Qantas get it right, they really get it right.

[harvyk]

Flew with the family SYD-LAX on Monday on QF107. I could not fault the cabin crew, from doing simple things like getting some extra milk to put into hot chocolates for my daughter to FA's periodically checking on us to make sure we where ok, for me it was those little touches that completely justified our choice.

Flying long haul with 4 young kids was never going to be easy, but it was about the easist as what could me expected.

 

[Grooba]

Agreed, it's the little things that make all the difference.

 

[bbewg]

Agreed. We flew bne-sin recently in y+ and the service on both flights was fantastic. The cabin was less than a third full in bit cases which may have helped. On the way there everyone in y+ was personally welcomed by the csm. This didn't happen on the way back, but I was given an express card (am currently SG).

 

[Barks]

Agreed! Good customer service is not hard and goes a long long way.

 

[AustraliaPoochie]

Yes, its good to hear the good things about QF.
On an aside: I still want to know, did Alan J personally approve the post Jul QFF major changes.
That post Jul thingo is the only sour thing in my mouth, or mindset right now, in regards to QF/QFF.
Pity. And yes, I do realise, the only way companies know they have wronged their customers is when the
customer walks.
In certain respects, VA is not that much different to QF.

 

[Himeno]

And yes, I do realise, the only way companies know they have wronged their customers is when the
customer walks.

Problem is, current management doesn't understand why customers are leaving (even though they have been told). They only know that they are.

 

[MelUser]

Was this in business class or if not which cabin?

Flew with the family SYD-LAX on Monday on QF107. I could not fault the cabin crew, from doing simple things like getting some extra milk to put into hot chocolates for my daughter to FA's periodically checking on us to make sure we where ok, for me it was those little touches that completely justified our choice.

Flying long haul with 4 young kids was never going to be easy, but it was about the easist as what could me expected.

 

[under the radar]

Problem is, current management doesn't understand why customers are leaving (even though they have been told). They only know that they are.

sounds like VA

 

[Paddy55]

The Op's story could be true - I once saw a 4' tall Irish dwarf on a Qantas plane.I think he was lost

So don't fly with QF if you feel that way!
Personally my QFi experiences have been quite similar to the OPs... and well appreciated when children have been in tow

 

[vet]

I think AFF must have certain measures in place to prevent a certain name from being sleighed.

you mean sleigh'ed as in Santa's sleigh?

And is it true that Airports have new signage?

 

[Hvr]

<snip>
Pity. And yes, I do realise, the only way companies know they have wronged their customers is when the
customer walks.
In certain respects, VA is not that much different to QF.

Actually even then they cannot be certain if it was a service reason or the person's circumstances have changed so that flying is no longer part of their life for some reason, i.e. job, family or health changes.

Listening, acknowledging and acting on feedback is the only way that companies know if they've wronged their customers.

The nice things are good (and easy) to hear. The bad things are essential to hear and are core to the survival of the company. I know that sometimes companies have to make hard decisions that are unpopular but communicating them to customers in an honest way is essential.

 

[vet]

Flew with the family SYD-LAX on Monday on QF107. I could not fault the cabin crew, from doing simple things like getting some extra milk to put into hot chocolates for my daughter to FA's periodically checking on us to make sure we where ok, for me it was those little touches that completely justified our choice.

Flying long haul with 4 young kids was never going to be easy, but it was about the easist as what could me expected.

The way some people go on about Qantas, this should be on the front page of Sydney Morning Herald. Now, let's get back to kicking Qantas executives when they're down.

 

[harvyk]

It was Y, we don't have the money or points avail to us to fly 6 in any higher cabin.

 

[maninblack]

Flew with the family SYD-LAX on Monday on QF107. I could not fault the cabin crew, from doing simple things like getting some extra milk to put into hot chocolates for my daughter to FA's periodically checking on us to make sure we where ok, for me it was those little touches that completely justified our choice.

Flying long haul with 4 young kids was never going to be easy, but it was about the easist as what could me expected.

If I had experienced anything like this in the past 5 years I would still be flying with them regularly. Cannot say I have though

 

[cmon0005]

Flew with the family SYD-LAX on Monday on QF107. I could not fault the cabin crew, from doing simple things like getting some extra milk to put into hot chocolates for my daughter to FA's periodically checking on us to make sure we where ok, for me it was those little touches that completely justified our choice.

My thoughts echo yours harvyk, myself(WP) and +1(SG) flew QF127 SYD-HKG during easter on a totally full flight, and return QF128 HKG-SYD in May and got some of the best service I have ever experienced in QF Y, the crew were great and hard working the entire flight, the CSM/CSS's were very welcoming and genuine.
Also dare I say it but Y catering has improved a lot since last year.

 

[JohnPhelan]

On an aside: I still want to know, did Alan J personally approve the post Jul QFF major changes.

Yes, he's the CEO. Of course had had to approve the changes, or they wouldn't have happened.