QF12 business class service fail?

[Pushka]

These days I usually dine prior to boarding, make sure the bottle of water is in my seat, and then just doze off when I'm ready - without eating.

Yup. Do exactly the same.

 

[Scott K]

I’m trying to work out exactly how one ‘slaps down’ a soup. I’m just visualising the soup splattering everywhere. I can see why they aren’t putting out the good linen.

 

[N860CR]

Qantas is basically my last choice for international flights to and from Australia.

That said... I got stuck flying them ex BKK recently when I had been in Uganda and needed to stop in Thailand on the way home.

I had previously done virtually all flying on QR for quite a while (roughly the last 20 sectors).

While I don't love the ME3 airlines, I like that QR is generally consistent and has a good service flow. Meal orders and drink orders taken early, drinks served quickly after take off, meals served as required.

QF flight was about 6 hours late leaving BKK. The plan was to get home in the early AM, grab 3 hours sleep, go to an afternoon function. Landing time was now about 1pm so I was heading straight to the function from the airport. Sleep on the plane was now important. Here's the QF conversation;

CSM - "I see you've preordered xx_. This is being prepared now. Will you be joining us for a starter?"

Me - "I'll just have a soup and try to sleep"

CSM - "So why did you preorder a meal?"

Me - "It's after midnight now so I don't need a full meal, I'll just have a soup and a glass of wine. What reds do you have?"

CSM - "Well I have no idea. I am clearly organising meals now, aren't I. I don't understand why you ordered a meal if you don't want it"

Me - "I'd just like to get as much rest as I can tonight. Can I just have a soup and glass of red please"

CSM "Well I'll obviously have to go and check what we have" (rolls eyes, walks away)

10 minutes later....

CSM - "There's a Shiraz. Do you want that"

Me - "Yes that will be fine"

CSM - "And you expect me to get it now"

Me - "Yes"

CSM - "Is there something wrong with you? I haven't even pushed out the drinks cart yet. I know it's late, but it's not that bad"

I go back to my book and remember why I don't fly Qantas.

There is a major cultural issue at Qantas and their staff have a strange way of treating their passengers.

 

[og]

90 minutes or more for the first drinks service - I’m used to that on QF long haul (sigh). Even UA can do (much) better than that - and they serve warm nuts in a bowl, not that scrappy foil pouch that QF throws at you.

 

[juliusg]

Qantas is basically my last choice for international flights to and from Australia.

That said... I got stuck flying them ex BKK recently when I had been in Uganda and needed to stop in Thailand on the way home.

I had previously done virtually all flying on QR for quite a while (roughly the last 20 sectors).

While I don't love the ME3 airlines, I like that QR is generally consistent and has a good service flow. Meal orders and drink orders taken early, drinks served quickly after take off, meals served as required.

QF flight was about 6 hours late leaving BKK. The plan was to get home in the early AM, grab 3 hours sleep, go to an afternoon function. Landing time was now about 1pm so I was heading straight to the function from the airport. Sleep on the plane was now important. Here's the QF conversation;

CSM - "I see you've preordered xx_. This is being prepared now. Will you be joining us for a starter?"

Me - "I'll just have a soup and try to sleep"

CSM - "So why did you preorder a meal?"

Me - "It's after midnight now so I don't need a full meal, I'll just have a soup and a glass of wine. What reds do you have?"

CSM - "Well I have no idea. I am clearly organising meals now, aren't I. I don't understand why you ordered a meal if you don't want it"

Me - "I'd just like to get as much rest as I can tonight. Can I just have a soup and glass of red please"

CSM "Well I'll obviously have to go and check what we have" (rolls eyes, walks away)

10 minutes later....

CSM - "There's a Shiraz. Do you want that"

Me - "Yes that will be fine"

CSM - "And you expect me to get it now"

Me - "Yes"

CSM - "Is there something wrong with you? I haven't even pushed out the drinks cart yet. I know it's late, but it's not that bad"

I go back to my book and remember why I don't fly Qantas.

There is a major cultural issue at Qantas and their staff have a strange way of treating their passengers.

That is totally unacceptable. I'd take that complaint all the way, that CSM is unfit for purpose.

 

[juliusg]

I’m trying to work out exactly how one ‘slaps down’ a soup. I’m just visualising the soup splattering everywhere. I can see why they aren’t putting out the good linen.

OK, let's say they /plonked' the bowl down. With no napkin, it (and the eventual wine) were prone to sliding around the tray table.

 

[juliusg]

Qantas do it too sometimes. I have had my drink order taken prior to takeoff on Qantas.

Everyone here seem so ready to complain but never to praise Qantas. Sometime they give very good and excellent service.

I'll praise the outbound QF11 ex Sydney where the CSM was DELIGHTED to learn we (VA Plat's) were here to try his airline! Less praise for the food of Neil on the NY leg tho, a very ordinary chicken salad with stale cold bread. Come to think of it, I kind of love garlic bread, and Neil clearly doesn't....

 

[Jack_OC]

QF flight was about 6 hours late leaving BKK. The plan was to get home in the early AM, grab 3 hours sleep, go to an afternoon function. Landing time was now about 1pm so I was heading straight to the function from the airport. Sleep on the plane was now important. Here's the QF conversation;

CSM - "I see you've preordered xx_. This is being prepared now. Will you be joining us for a starter?"

Me - "I'll just have a soup and try to sleep"

CSM - "So why did you preorder a meal?"

Me - "It's after midnight now so I don't need a full meal, I'll just have a soup and a glass of wine. What reds do you have?"

CSM - "Well I have no idea. I am clearly organising meals now, aren't I. I don't understand why you ordered a meal if you don't want it"

Me - "I'd just like to get as much rest as I can tonight. Can I just have a soup and glass of red please"

CSM "Well I'll obviously have to go and check what we have" (rolls eyes, walks away)

10 minutes later....

CSM - "There's a Shiraz. Do you want that"

Me - "Yes that will be fine"

CSM - "And you expect me to get it now"

Me - "Yes"

CSM - "Is there something wrong with you? I haven't even pushed out the drinks cart yet. I know it's late, but it's not that bad"

I go back to my book and remember why I don't fly Qantas.

There is a major cultural issue at Qantas and their staff have a strange way of treating their passengers.

I have to say that reads like an extremely weird conversation. I always pre-order meals, and I'm pretty sure that every single time I've done so, I've been asked on board something along the lines of "I see you've ordered xx_, are you still happy with that or is there something else you'd prefer?". I also hear numerous other people having the same conversation around me on every flight.

Given the consistency of this spiel, I have to conclude this is QF's standard policy. In fact, the QF Menu Select T&Cs explicitly state that you can change your mind on board: "12. If you have pre-ordered a meal and change your mind onboard then crew will make reasonable endeavours to accommodate your change, however they may not be able to fulfil your request to provide an alternative full meal." Menu Select terms and conditions | Qantas AU

Of course there will be occasions when staff fail to stick to the script, but it seems truly extraordinary that anyone (in particular a CSM) would react like this when someone changes their mind - especially after a 6 hour delay. It's not like it puts them out if they don't have to serve you a full meal - as stated in the T&Cs they can't guarantee that suitable alternative choices will be available, but clearly it's not difficult to just cancel your order.

I'm also particularly confused by this bit:

CSM - "There's a Shiraz. Do you want that"

Me - "Yes that will be fine"

CSM - "And you expect me to get it now"

Me - "Yes"

CSM - "Is there something wrong with you? I haven't even pushed out the drinks cart yet. I know it's late, but it's not that bad"

So he offered you a shiraz, you politely accepted, and then he just aggressively had a go at you for no reason at all? Did he go round the plane having a go at everyone else, or was it just you? I can honestly say I have never experienced or witnessed anything like this on any flight I've been on, and while QF have their shortcomings, this is most definitely not representative of typical QF service.
​

 

[drron]

I've certainly experienced something like it.Again return from BKK.Told I wasn't allowedto have both a small plate and a large plate for the meal beside my choice of cerviche as a small plate had already gone.after dinner I went to the loo. Passing by the galley 3 FAs were eating plates of- you guessed it-cerviche.
The CSM came around from the other side at that moment so I said I see where the cerviche went.He was most annoyed saying they were not passenger meals.
Mrsdrron on another occasion was told her choice of salmon was gone only to see the FAs eating it later.

 

[Jack_OC]

I've certainly experienced something like it.Again return from BKK.Told I wasn't allowedto have both a small plate and a large plate for the meal beside my choice of cerviche as a small plate had already gone.after dinner I went to the loo. Passing by the galley 3 FAs were eating plates of- you guessed it-cerviche.
The CSM came around from the other side at that moment so I said I see where the cerviche went.He was most annoyed saying they were not passenger meals.
Mrsdrron on another occasion was told her choice of salmon was gone only to see the FAs eating it later.

That's really not remotely similar to the experience reported by N860CR!

 

[MEL_Traveller]

Jack3193, this does not surprise me at all, and not unusual in terms of QF. It’s typical of other service I’ve seen being dished out

Agree the return legs seem to have their unfair share of disappointment. At least four passengers I know who flew QF last year to the states were very happy outbound, but said 'never again' after the return. Of course none of them have status so it's an easy choice. (but also easy money for QF to make if they had a bit more QA)

 

[Jack_OC]

Jack3193, this does not surprise me at all, and not unusual in terms of QF. It’s typical of other service I’ve seen being dished out

Agree the return legs seem to have their unfair share of disappointment. At least four passengers I know who flew QF last year to the states were very happy outbound, but said 'never again' after the return. Of course none of them have status so it's an easy choice. (but also easy money for QF to make if they had a bit more QA)

Just to be clear, I'm not saying it's unheard of for people to receive poor service - as I said myself earlier in this thread, QF have a major problem with inconsistency, plus a very frustrating and typically slow initial drinks service procedure. So yes, I absolutely get that people have poor experiences on QF.

However, my previous post referred to the very specific account given by N860CR, in which he/she said that he/she was (a) told off by the CSM for deciding against eating (despite the circumstances (long delay) making that an absolutely normal decision) and (b) verbally attacked for no apparent reason after politely accepting an offer of a glass of shiraz. Are you saying those specific complaints are "not unusual" and "typical" of QF?? I will happily reiterate that I have never seen anything like that happen on any airline. And I've taken a lot of flights!

 

[juliusg]

Jack3193, this does not surprise me at all, and not unusual in terms of QF. It’s typical of other service I’ve seen being dished out

Wew're

Jack3193, this does not surprise me at all, and not unusual in terms of QF. It’s typical of other service I’ve seen being dished out

Agree the return legs seem to have their unfair share of disappointment. At least four passengers I know who flew QF last year to the states were very happy outbound, but said 'never again' after the return. Of course none of them have status so it's an easy choice. (but also easy money for QF to make if they had a bit more QA)

I think reading all the comments that the one consistent theme is lack of consistent service standards - which (much as this rankles) I have to say AA and UA and Delta all seem to manage. A lazy or even rude crew member on on the USA airlines seems easier to dismiss than poor service or rudeness on a QF flight. We just expect QF to be better! I have a VA flight in J to LAX next month, then one from Hong Kong, so I look forward to seeing how consistent they are (as they have been many times previously).

 

[drron]

That's really not remotely similar to the experience reported by N860CR!

He said a bit more than I reported above.The tone was not complimentary and insinuated action against me.I just want to leave it at that.

 

[Jack_OC]

He said a bit more than I reported above.The tone was not complimentary and insinuated action against me.I just want to leave it at that.

The key difference is that you acknowledge there was a confrontation between you and the CSM - based on your own account, you made a comment to the CSM implying that staff had lied so they could take passenger meals for themselves. It was only then the CSM responded angrily.

I'm not saying the manner in which the CSM responded to you was appropriate, but your scenario is not comparable to the CSM having a crack at someone for saying "Yes that will be fine" when asked if they want a glass of shiraz!

 

[MEL_Traveller]

Just to be clear, I'm not saying it's unheard of for people to receive poor service - as I said myself earlier in this thread, QF have a major problem with inconsistency, plus a very frustrating and typically slow initial drinks service procedure. So yes, I absolutely get that people have poor experiences on QF.

However, my previous post referred to the very specific account given by N860CR, in which he/she said that he/she was (a) told off by the CSM for deciding against eating (despite the circumstances (long delay) making that an absolutely normal decision) and (b) verbally attacked for no apparent reason after politely accepting an offer of a glass of shiraz. Are you saying those specific complaints are "not unusual" and "typical" of QF?? I will happily reiterate that I have never seen anything like that happen on any airline. And I've taken a lot of flights!

Yes... i’m saying those specific circumstances are not unusual, unfortunately. And ironically, the less you fly (with qantas) the more it sticks out.

 

[Jack_OC]

Yes... i’m saying those specific circumstances are not unusual, unfortunately. And ironically, the less you fly (with qantas) the more it sticks out.

No, believe me - if I ever witnessed a situation as reported above it would most definitely stick out. I simply never have. I have witnessed pax being very firmly spoken to by staff, but in all cases it has been in response to a confrontation instigated by the pax and/or outright misbehaviour.

I'm not one of these people who only fly with QF. In fact, I went through a long period of rarely flying with them. My airline choice is largely price driven, so it's only in the past 2 years or so that I've started flying with QF more often again, and only last year when I first got to Platinum. I still travel in J internationally with other airlines quite a bit (mostly EY, SQ and JL), so I have a fairly good perspective on how QF compares. As I've made clear, I'm not exactly a huge QF fan, but overall I think they're ok.

 

[ChrisGibbs]

I was on the particular QF12 LAX-SYD sector the OP was referring to (scheduled 14/9 departure) - albeit travelling in Y. There was a "seating issue" that ultimately led to what was a 2hr delayed departure from LAX. The CSM and Cabin Crew had to deal with a problematic passenger who was eventually offloaded into the waiting arms of LAX police as well as a bunch of progressively irate passengers who were demanding assurances around making their onwards connections when they arrived in Sydney. I appreciate the service may have been "off" however sometimes there are circumstances beyond the control of the crew where we need to cut them a little slack as they try to do their best out of a bad situation.

 

[juliusg]

I was on the particular QF12 LAX-SYD sector in question - travelling in Y. There was a "seating issue" that ultimately led to what was a 2hr delayed departure from LAX. The CSM and Cabin Crew had to deal with a problematic passenger who was eventually offloaded into the waiting arms of LAX police as well as a bunch of progressively irate passengers who were demanding assurances around making their onwards connections when they arrived in Sydney. I appreciate the service may have been "off" however sometimes there are circumstances beyond the control of the crew where we need to cut them a little slack as they try to do their best out of a bad situation.

Not my flight - we left LAX on Saturday night (USA time) and arrived Sydney Monday morning (Syd time). No delay.

 

[stm1sydney]

Everyone here seem so ready to complain but never to praise Qantas. Sometime they give very good and excellent service.

"Sometimes" being the operative word here.