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- Jan 29, 2012
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I had a potentially very inconvenient experience on my return from KUL on Monday that QF responded to with aplomb.
Part 1
I had booked my return MEL-KUL flight with .br late last year for the HKG lounge run. The itinerary was MEL-SIN(QF)-KUL(3K)/KUL-SIN(3K)-SYD(QF)-MEL(QF) with the 3K flights being QF codeshares on 3K metal. My flight KUL-SIN was due to leave at 1740 so I arrived at KUL at 1500 for check in. by 1600 and no sign of check-in staff I talked to the airport service desk to ask if they knew anything. They could not see my flight on their records at all. :shock:
I used Skype to ring the QF premium desk and spoke to Lorraine. She could also see that flight did not exist, and added it had been cancelled in February and I had been advised at the time that I was now on the 1420 flight. I double checked my emails from around then and only saw one from .br about another flight - so I had had no notification. I had also been keeping an eye on MMB in an attempt to select seats at T-80 and later. I had also checked the day before in an effort to check in online (which was not possible). MMB showed 1740 as the departure time on each occasion.
When speaking to Lorraine I looked at MMB again and saw the new flight time, for the first time. And I had therefore missed my flight. :evil:
Now remember, this is not a QF flight, nor was it booked through the QF website.
I was ready to buy a cash SilkAir flight to catch up with my itinerary, as long as QF would let me check-in in SIN.
Lorraine spent quite some time talking to her supervisor who managed to put me on the next MH flight KUL-SIN, and subsequently moving me from QF82 to QF6 as I would not arrive in time. They also changed my SYD-MEL flight accordingly.
I was fearing the worst when it came to the Ms Chisset* question and was told there would be an $80 change fee. I have not whipped out my credit card so quickly before - ever! I was extremely grateful, considering that QF would have been within their rights to say "Sorry, that is not our problem".
Thank you QF for helping me recover from a .br stuff-up (by .br not notifying me)
Part 2
I enjoyed my MH flight and then spent a few hours in SIN waiting for QF6 to board. As I boarded, the CSM (Troy) recognised my name on my BP and drew me aside for a chat. He had seen that my profile indicated AVML and no meal had been loaded for me. He had also seen that I had had a few catering failures recently and was not going to let that happen on his watch. I explained that it was a late flight change and I was not expecting a meal to be loaded, so he need not worry.
Little did I know he had already been on the phone to SIN catering ordering a meal, and not taking 'no' for an answer. Apparently SIN catering were quite persistent with their 'nos', but Troy stood his ground. This was an hour before take off, mind you.
I settled into my seat (centre row of 4), but was soon told that I was welcome to a more comfortable seat. I thanked him and explained that I was happy with my row of 4, as an exit row or PE seat couldn't lift the armrest. I was advised that the CSM was suggesting a seat in J . I graciously accepted and moved just before the door was closed. Troy explained it was the least he could do for the previous failures. We were in fact a little late departing as the captain explained we were "waiting for some catering to be finished loading".
Suffice to say I had my AVML served on china with a nice sauv/blanc sitting in J.
Thank you QF for employing CSMs with the enthusiasm for providing the best in customer service, such as Troy.
It is situations like this and the recovery that occurs that is the reason I fly QF.
I will be sending a letter to QF with a little more detail so the staff members can be identified and suitably recognised.
*Emma Chisset - geddit?
Part 1
I had booked my return MEL-KUL flight with .br late last year for the HKG lounge run. The itinerary was MEL-SIN(QF)-KUL(3K)/KUL-SIN(3K)-SYD(QF)-MEL(QF) with the 3K flights being QF codeshares on 3K metal. My flight KUL-SIN was due to leave at 1740 so I arrived at KUL at 1500 for check in. by 1600 and no sign of check-in staff I talked to the airport service desk to ask if they knew anything. They could not see my flight on their records at all. :shock:
I used Skype to ring the QF premium desk and spoke to Lorraine. She could also see that flight did not exist, and added it had been cancelled in February and I had been advised at the time that I was now on the 1420 flight. I double checked my emails from around then and only saw one from .br about another flight - so I had had no notification. I had also been keeping an eye on MMB in an attempt to select seats at T-80 and later. I had also checked the day before in an effort to check in online (which was not possible). MMB showed 1740 as the departure time on each occasion.
When speaking to Lorraine I looked at MMB again and saw the new flight time, for the first time. And I had therefore missed my flight. :evil:
Now remember, this is not a QF flight, nor was it booked through the QF website.
I was ready to buy a cash SilkAir flight to catch up with my itinerary, as long as QF would let me check-in in SIN.
Lorraine spent quite some time talking to her supervisor who managed to put me on the next MH flight KUL-SIN, and subsequently moving me from QF82 to QF6 as I would not arrive in time. They also changed my SYD-MEL flight accordingly.
I was fearing the worst when it came to the Ms Chisset* question and was told there would be an $80 change fee. I have not whipped out my credit card so quickly before - ever! I was extremely grateful, considering that QF would have been within their rights to say "Sorry, that is not our problem".
Thank you QF for helping me recover from a .br stuff-up (by .br not notifying me)
Part 2
I enjoyed my MH flight and then spent a few hours in SIN waiting for QF6 to board. As I boarded, the CSM (Troy) recognised my name on my BP and drew me aside for a chat. He had seen that my profile indicated AVML and no meal had been loaded for me. He had also seen that I had had a few catering failures recently and was not going to let that happen on his watch. I explained that it was a late flight change and I was not expecting a meal to be loaded, so he need not worry.
Little did I know he had already been on the phone to SIN catering ordering a meal, and not taking 'no' for an answer. Apparently SIN catering were quite persistent with their 'nos', but Troy stood his ground. This was an hour before take off, mind you.
I settled into my seat (centre row of 4), but was soon told that I was welcome to a more comfortable seat. I thanked him and explained that I was happy with my row of 4, as an exit row or PE seat couldn't lift the armrest. I was advised that the CSM was suggesting a seat in J . I graciously accepted and moved just before the door was closed. Troy explained it was the least he could do for the previous failures. We were in fact a little late departing as the captain explained we were "waiting for some catering to be finished loading".
Suffice to say I had my AVML served on china with a nice sauv/blanc sitting in J.
Thank you QF for employing CSMs with the enthusiasm for providing the best in customer service, such as Troy.
It is situations like this and the recovery that occurs that is the reason I fly QF.
I will be sending a letter to QF with a little more detail so the staff members can be identified and suitably recognised.
*Emma Chisset - geddit?
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