Have you ever wondered how your Qantas flight attendant instantly knew your favourite drink, your preferred name, or perhaps where you worked? The answer is that Qantas knows more about you than you may think.
The Customer Service Manager (CSM) on every Qantas flight has access to a whole range of information about their passengers via an internal iPad App. The App contains data such as the number of VIP, Platinum and Gold level flyers on a given flight. It also holds personalised profiles about many of the individual passengers on board. There’s a good chance that this includes you!
So, what kind of information does Qantas keep about its frequent flyers? Well, a number of members have had the privilege of reading their own profiles and finding out. One thing that Qantas keeps a record of is meal preferences, including favourite drinks and food allergies.
About 2 years ago declined a meal as i am allergic to mushrooms. On a random flight 6 months later FA proactively told me meal had mushrooms in it. Go figure
Your profile may also have a note that you prefer to be called by a particular name.
I know my profile says that I have had some catering failures, I like wine and that I prefer to be called by my first name.
If you’ve had a bad in-flight experience recently, this may also be noted on your profile. This is done to give the crew on subsequent flights an opportunity to make up for the previous failure.
They absolutely keep notes. I was a bronze member but was personally welcomed by the cabin manager and told that I had missed out on my chosen meals on my most recent flights and they wanted to make sure I get my meal of choice. I ordered before take off and was delivered my meal before the official meal service. Well done Qantas.
Notes can be added to a flyer’s profile by any flight attendant on international flights, or the CSM on domestic flights. Information generally needs to be relevant to the service provided by the airline.
If you would like to find out what your own profile contains, one way is to politely ask the CSM on your next flight. You never know – they may be willing to show you.
Join the discussion HERE.
