On board Greeting

[snabbu]

The onboard greeting is cringe worthy and adds no value for me (when I was WP anyway), the FAs have enough to do as it is than bothering with this - by all means take more care of high spending customers but do it when there's a reason for having contact with them (eg during meal service) giving them better service rather than the all the fake airs and graces that really are little more than showing off in front of other pax.

Well said, couldn't agree more.

Happy to be engaged by the crew if there is a specific reason for it (sitting in Y and being offered a glass of wine from J for example) however the awkward small talk for no apparent reason is not my cup of tea.

 

[raleyoz]

No, I'm very happy QFF, I am just completing the AS challenge to give me extra advantages when I fly in US.
I am not sure where in my post I said I was unhappy with QF, or changing to another,
I was surprised that the csm when she downloads the customer list which includes our status on her ipad, did not give her all of the info about customers and that this may be a great opportunity for QF to keep an eye on their good customers(not me), And instead of the WP greeting just being a bit of fluff as it has been described, it could be a chance for the experienced staff CSM/CSS to connect and make sure they are in control of their loyalty base

 

[dmitri]

This should come under the loyalty department banner and not the in flight crew I would think.

 

[hutch]

No, I'm very happy QFF, I am just completing the AS challenge to give me extra advantages when I fly in US.
I am not sure where in my post I said I was unhappy with QF, or changing to another,
I was surprised that the csm when she downloads the customer list which includes our status on her ipad, did not give her all of the info about customers and that this may be a great opportunity for QF to keep an eye on their good customers(not me), And instead of the WP greeting just being a bit of fluff as it has been described, it could be a chance for the experienced staff CSM/CSS to connect and make sure they are in control of their loyalty base

Okay I just assumed that you crediting points to AA was a sign that you are leaving QFF. Apologies.

Whilst I get your point and understand that the CSM having all the info about a customer may be beneficial, the circumstances that you describe must happen pretty infrequently (assumption again). From my perspective, I'd prefer QF spends more time fixing the bigger issues, product, service consistency etc etc.

 

[AnonymousCoward]

Clearly you did not understand
I was not caring about the greeting or concerned about my status, if I was I would have flown under my WP, I was actually thinking of the airline and maybe a missed opportunity.

A missed opportunity to do what, exactly?

 

[slc767338]

A missed opportunity to do what, exactly?

Proactively detect a loyal customer who may be jumping ship to a competing program and intervene - I think that's what the OP is getting at

 

[MrJetset]

And many many more would complain if FAs came through the cabin signing them up to QFF, like EK did to QFFs, or even worse peddling credit cards like AA.

Either work out as others have mentioned to have multiple FF numbers in the booking, and yes it can be done, or accepted you will be acknowledged with the status you are flying on.

People seem to complain that the greeting isn't genuine enough, or that they don't get greeted but demanding to be greeted when you're not even flying on your QFF number really takes the cake.

 

[Aussie_flyer]

Have to agree... i find this thread incredulous

 

[raleyoz]

Either work out as others have mentioned to have multiple FF numbers in the booking, and yes it can be done, or accepted you will be acknowledged with the status you are flying on.

Was someone complaining that they weren't ?

People seem to complain that the greeting isn't genuine enough, or that they don't get greeted but demanding to be greeted when you're not even flying on your QFF number really takes the cake.

Again, who was demanding to be greeted outside of there status.

Not sure of your insinuations, is there something you need to share with the group,

 

[MrJetset]

Was someone complaining that they weren't ?



Again, who was demanding to be greeted outside of there status.

Not sure of your insinuations, is there something you need to share with the group,

No insinuations, I've made my points loud and clear.

 

[AnonymousCoward]

Proactively detect a loyal customer who may be jumping ship to a competing program and intervene - I think that's what the OP is getting at

Pax is still flying on a QF plane. Revenue still going to QF. So what exactly is QANTAS losing here? I don't think this argument makes much sense.

 

[CaviAck]

Pax is still flying on a QF plane. Revenue still going to QF. So what exactly is QANTAS losing here? I don't think this argument makes much sense.

Strictly speaking money to the FF program the pax is crediting to.

 

[Moody]

Pax is still flying on a QF plane. Revenue still going to QF. So what exactly is QANTAS losing here? I don't think this argument makes much sense.

In the Real World, none of this thread makes any sense. But that's not the issue here, which is ... "If QFF Wankers don't announced themselves as Wankers, should Qantas treat them as Wankers anyway?"

 

[Jaryd]

Interesting observation, well I think. Just boarded a flight from lax to Mel qf 96 I think, anyway being a WP I look. Forward to my greeting (I know a bit wanky).
I have realize a querk in the Qantas system that I think QF should address.

I booked the flights as a QF WP, and as I am doing a AA challenge I changed my FF account at check in to AA acct, which is a ruby status,
but interestingly the CSM had no idea who I was on the plane, now as a ruby I would not expect a greeting but as an actual WP would it not be prudent for Qantas to know why I'm not using QF acct , just to make sure I'm still happy, or something did not happen
Just a thought that QF might be missing opportunities due to a software shortcoming
I spoke with the CSM and her ipad gets updates 5 mins before boarding. Surely they can be made aware

Isn't there some marketing law that says it is far cheaper to keep a customer than find a new one, why would they miss this???

I find that (same with other one world carriers) that they greet their own FFs but the OW partner flyers only get the access/points etc. I.e. BA and AA don't acknowledge QFF members, but QFF get the lounge access and boarding priority etc.

 

[Jaryd]

Oh FFS, really I can't be bothered with this cough

Would have played this up and replied with my status as a triple emerald sapphire ivory Tiger Infrequent flyer status!

 

[trippin_the_rift]

Proactively detect a loyal customer who may be jumping ship to a competing program and intervene - I think that's what the OP is getting at

I wrote a program that does exactly this and pulls in flight, credit card and influential spend of a customer from reliable data sources. It would give you a picture of the total value of a customer (keep in mind some people never fly but may earn 10m/points annually - thus making them more important than a plat member). This type of BI would give airlines and FFPs insight to share of wallet and be able to accurately identify and reach out to customers of value.

All loyalty programs use bank data, gds and some low level data sharing on top of the social media layer to identify guests of importance. But this is all wasted effort because it's not data you can extrapolate into an equation that answers what drives customers let alone knowing if their share of Wallat for your airline is trending up or down.

Qantas is so far behind on this trend its not even worth debating.

If you want an airline to know how important you are, how much you could potentially be worth to them and want to be recognised for this - look at Middle East airlines or switch to BA.

In other news I've had 100% personal customer greeting rate on CX this year. First choice of new every time and a 80% upgrade rate (of tickets that could be upgraded). Or 20% of overall tickets on CX with more than 30 sectors.

So in my experience if you want proper treatment as an elite - move away from QFF.

 

[Quickstatus]

I don't care about getting a greeting from cabin crew as I prefer the cabin crew focus on service delivery.

Similarly, a captain greeting means they are not on the flight deck preparing for takeoff.

if the crew want to talk to me I will engage with them, but it's not expected.

this thread really highlights the W in WP

 

[MrJetset]

It is widely known that CX treats OWE very, very well. Even SGs get a personal greeting on board.

It is particularly earth shattering for AA elites.

 

[maninblack]

It is widely known that CX treats OWE very, very well. Even SGs get a personal greeting on board.

It is particularly earth shattering for AA elites.

Bit of mythology here. Can't say there is anything extraordinary about how CX treat OWE's even their own Diamonds. It's all pretty routine and formulaic. Service in their F lounges is a little better probably but again it's nothing special.

 

[defurax]

In the Real World, none of this thread makes any sense. But that's not the issue here, which is ... "If QFF Wankers don't announced themselves as Wankers, should Qantas treat them as Wankers anyway?"

And what is the point of this post in the Real World?