QF12 business class service fail?

[juliusg]

Our first QF return and last night (14 Sept ex LAX to SYD) we had what to us seemed shoddy dinner service. First world problem, right? But we are used to being served together and served in a uniform way. Here's what happened:

Before takeoff I'm asked for my menu choice, choose express soup and cheese-plate. 70 minutes (!) after pushback, partner next to me (we are in centre J seats on the A380) is asked and orders same. Then several people on that side get served - a bowl of soup is slapped down with a napkin and silverware. Several (including partner) quickly request drink, bought without comment and similarly slapped down on bare tray table. It is now 90 minutes since pushback.

On my side, the trolley comes out, and we have our tray tables dressed with linen, bread plate, butter, salt and pepper. Offered a wine. I politely ask the guy serving if this is routine. He looks panicked and say's 'I'll get my manager', departs leaving trolly service. Jason the CSM arrives and I ask 'Is this routine? We have poor service on the left side, undressed tables, no bread, no salt and pepper. Then this (I sweep my hand to my side where it all looks routine'.

Jason explains the concept of express meal, I say 'fine, I'm also express. And also, is it routine to not offer a drink until now, 90 minutes into flight?' He flubs and politely demurs.

My point is, WHICH is what we SHOULD expect, and is this standard? Or am I being precious? Maybe I've been spoiled or conditioned by generally consistent service on UA, AA, VA and NZ on this route?

To his credit, Jason gave my partner a nice gift bottle to take home - albeit after her sleeper seat (those A380 units droop so they are not really 'flat') failed in the bed mode and he had to hand crank it into landing mode 3 hours before arrival. I felt a bit sorry for him, but: there are other airlines flying the Pacific.....

 

[durbrain]

TL;DR when J passengers think they’re on a private jet

 

[RooFlyer]

TL;DR when J passengers think they’re on a private jet

Don't understand that - could you explain what you are getting at?

For the OP ... I probably would have let it go at what was said on the plane. Sometimes the service is uneven or even bad. It shouldn't happen, and goodness knows, I've chipped Qantas about it many times on this forum, but if you made your point on the plane, and it was responded to, then that's where it might lie. Many of us have given up flying QF when we can for just this sort of reason. Vote with your feet.

 

[Vic]

TL;DR when J passengers think they’re on a private jet

Are you suggesting that only private jets consistently follow service standards? Why shouldn't someone on a commerical airline in business class expect a consistent service standard?

 

[Pleb Status]

When I look back, I really must have been a sheep and 'conditioned' when I flew on QF.

I would call the service received by the OP normal (by QF standards) and therefore I would of accepted it without question.

I also recall having a similar seating problem (but in F on the 380) on the same route and also had to sit upright for three hours. Happens to everyone...

 

[Vic]

When I look back, I really must have been a sheep and 'conditioned' when I flew on QF.

I would call the service received by the OP normal (by QF standards) and therefore I would of accepted it without question.

I also recall having a similar seating problem (but in F on the 380) on the same route and also had to sit upright for three hours.

Sorry which is normal, the tablecloth and salt and peper shaker or just getting the plate with cutlery and a napkin? The OP reported two different services

 

[Denali]

TL;DR when J passengers think they’re on a private jet

90mins and no drink in hand is very poor form.

Ive received faster and better on 40min domestic flights on Delta.

 

[TheInsider]

I suggest sending this feedback into the Qantas people. This type of feedback generally does get passed back on to the the managers on board. Even with the email surveys they get sent out, make sure you send them off.
There is a question that pops up every time, 'would you recommended Qantas', put a 6 or below. You are then a 'detractor'.

 

[Pleb Status]

Sorry which is normal, the tablecloth and salt and peper shaker or just getting the plate with cutlery and a napkin? The OP reported two different services

I have seen both methods previously and I have waited more than 90 minutes for a drink also (including in domestic J). All of this is normal for QF, even on the same flight.

Domestically, on numerous occasions (>20), I have seen different service 'standards' apply depending on which side of the widebody aircraft you sit on.

Late in my QF P1 period, I switched to sit on the left side of the widebody aircraft exclusively as you would normally get the CSM and the 'L plater' would normally get the right side. It felt like I was an instructor on some occasions....

 

[RichardMEL]

90min to be offered a drink is poor.

As for comparisions with domestic flights it's not really that fair... a 12-20 seat(max) J cabin is much different to an A380 J cabin.

Having said that, yes it's poor. The differing standards is sloppy and looks it. Idealy they should have gotten the express diners on the right side out ASAP in line with the left side. Simple as that. Set up the others with tablecloth etc for a full service for the rest.

Specially with QF12 being a late supper flight, you' expect a quicker than usual service. On 94 (in F I admit) it's usually pretty quick to get going and done with both to max pax rest time and well hey for the crew get the service done with.

I wouldn't make a big deal of it beyond the CSM though. I mean if you REALLY wanted a drink there's the call button right? And that's when you could have reminded the FA that you wanted the express dinner. Sometimes they need prompting.

my 2 cents

 

[GoldCanyon340]

The feedback from the email surveys definitely makes its way to the relevant line managers.

 

[MEL_Traveller]

Or am I being precious? Maybe I've been spoiled or conditioned by generally consistent service on UA, AA, VA and NZ on this route?

unfortunately is seems what's happened here is that you have come across a bad case of inconsistent QF crews. The more you fly QF the more you will notice it's pretty hit and miss as to which you'll get (sometimes exceptional, sometimes the other side of 'very average').

All crew probably have a bad day here and there. Some airlines they won't show it (SQ), others you might have a 5% chance. But QF can be higher than that.

 

[Franky]

I'm still interested in finding out what TL;DR means...i

 

[Denali]

TL;DR = To Long, Didnt Read

 

[Franky]

Thanks..

 

[downgraded]

TL;DR = To Long, Didnt Read

Or too long and didn't read?

 

[coriander]

Ninety minutes after take-off for a drink or any service in J appears to be routine on QF's 787. It has been thus QF10 LHR - PER, QF49 MEL-SFO, QF50 SFO-MEL. Similarly QF12 on two separate occasions (I counted the minutes as I just wanted something quick so I could go to sleep). Now as WP, we eat/drink in lounge before takeoff so that the delay in on-board service isn't as noticeable. ISTR that in January EK in F out of DXB to SIN similarly had a 60 minutes + delay before service commenced (but that flight was overall such a shambles, I'm happy to never fly EK again).

 

[drron]

Most international sectors I fly I have a drink in hand not long after the seat belt sign goes out.
But I dont fly QF longhaul.

 

[dajop]

Ninety minutes after take-off for a drink or any service in J appears to be routine on QF's 787. It has been thus QF10 LHR - PER, QF49 MEL-SFO, QF50 SFO-MEL. Similarly QF12 on two separate occasions (I counted the minutes as I just wanted something quick so I could go to sleep).

Interesting, I regularly fly one of QF's competitors (SQ), and on medium - long haul flights, they routinely pass through the cabin with trays of water, OJ, beer and wine within 10 mins of seatbelt sign off after take off. Oh hang on that's in economy.

In business, they take your drink orders prior to takeoff and deliver them too you shortly after seatbelt sign is off. Although the meal service usually takes a while to start, so that can be a long wait. But when that happens, it's not uncommon to be on your third or fourth drink an hour after take off.

 

[AustraliaPoochie]

OP, you are lucky, yes, I know, people do have a right to let the company they pay to use the service of, what they expect, but when it comes to an airline, I would be scared of making too much of a scene on the flight.
Things could go pear shaped and you find you have the men and women in blue waiting at the end of the flight.
JQ had pushed me into a bad spot, when they cancelled a flight I really needed, but I didn't kick up any noise when I called their call centre to see what could be done, I didn't kick up a stink either at MEL airport when I found out my flight got cancelled.
I just won't fly with them again.
Don't want the AFP called.
All it takes is for one person to feel a threat, even if you didn't mean it like that, and your whole trip could see you taken away and chatted with.