Bouquets for the FAs

[kermatu]

back in the heyday of the P1 SST I used to provide feedback via tem....

Yep, me too. And of course Red Roo...

 

[mrsterryn]

Not sure where the Call Centre one is so I will add here
My flight to Hawaii was changed , awards flight , first point of contact pretty useless.
Second call just mins ago was prompt and efficient and he has changed my flight immediately to the date I want not own dictated by Qantas , I have the email , I have requested my upgrade.
Have to say in my time of flying with Qantas that was the quickest, most efficient call/result I have had. Yes I did struggle through their very poor feedback tool to ensure the bloke gets good feedback.

 

[QF WP]

12 April QF534 SYD/BNE (4.45pm departure).

I was seated in Business and as we were still in the initial climb and the CSM Kathleen was just readying to serve the snack, the lady seated in the row behind was having trouble breathing and pinged the call button. The CSM called up one of the Y crew to serve in J and attended to the lady. She suggested she have oxygen therapy and the lady agreed, so Kathleen squeezed past the trolley and got the bottle and administered oxygen. The lady had her own Pulse Oximeter (she was down to 89%) and she was looking grey and said she had cold extremities. I finished my snack and through the break in the seat, was talking to her and her huband (initially seated in opposite aisle, but soon switched with a deadheading pilot). She looked a lot better by descent and came of the oxygen.

I assisted them deplaning and waited with them at Gate 23 in BNE, whilst Samantha (QF groundstaff) took over and we suggested she have a trip to hospital in an ambulance to get checked out. Samantha re-booked their onward flight (meant to be that night BNE/MKY) to the next day, called the paramedics and still boarded the BNE/PER flight as we waited for the ambos to turn up.

Turns out the lady had an operation the week before and post-op had been diagnosed with pericarditis. Made the difficulty in breathing understandable - somehow her doctor had medically cleared her for the flight (going to MKY to see daughter and impending birth of grandchild).

The ambos turned up and my help wasn't needed, but the ambo had parked in he bay next to the Uber pick-up zone, so I saw her again as she was loaded on.

So kudos to Kathleen, Samantha and the ambos.

 

[sudoer]

16APR QF82 SIN-SYD

CSM Brad McDonald and one of the FAs (unfortunately didn't catch her name) had to deal with a particularly difficult passenger in J who was refusing to wear his mask. It started when the FA went around to taking meal orders quite early in the flight, and she asked him to put his mask on before taking his order - well this didn't go down well. Old mate was apparently a doctor (or at least being addressed as such) and had decided the rules didn't apply to him because he knew better. The FA reported this back to CSM Brad who was very firm but fair when dealing with the rude doctor, things slowly escalated until the pax's wife was so embarrassed she told him to STFU and put his mask on Anyway, both Brad and the FA should be commended for maintaining composure in the face of this DYKWIA stupidity.

I happened to swap seats with this tool at the start of the flight so he could sit opposite his wife, and he made small talk about a recent QF Antarctica flight he went on. So mate, if you happen to be on AFF and reading this, please pull your head in. No one likes wearing masks, it's just a small inconvenience of flying at the moment. The flight crew didn't decide on the mask rules. If you've got a problem with the restrictions go contact the relevant government departments that have mandated them...

 

[Captain Halliday]

Couple of excellent experiences this past week.

Firstly, QF60 HND-SYD where the CSM was friendly, engaging and really read “the room”.

Credit to his colleagues in the galley of course, but service was quick allowing for a reasonable amount of sleep.

Meals were out quickly and trays were also cleared quickly.

When he saw I was awake next morning he offered breakfast but was clever enough to hold it until after I’d been to the loo. Not a big thing, but sensible and makes it easier for the passenger.

He also skilfully diffused a situation with a nearby pax who had an issue with their meal (or an ingredient in it).

And as a bonus he was up for a chat during some downtime after breakfast.

Second one: QF520 SYD-BNE. Both the CSM and forward cabin crew member were excellent.

Service was delayed aprox 10 mins due to turbulence… but the crew wasn’t phased. They still offered an efficient and friendly lunch service.

They offered top ups of drinks, and despite the short sector also offered tea and coffee.

The crew member is someone I remember from previous flights and we had a good chat about BNE-DRW on the 767 which is where I’d first met him. He offered a Santa chocolate to Miss H for paying attention to the safety briefing.

Despite being relatively short on time the CSM had a good chat to both me and Mrs H about our holiday.

There were several Shiraz drinkers on this flight and when the CSM reached the bloke behind me in row 3, she had to crack a second bottle.

After clearing a few trays she insisted I have a second glass so the bottle wasn’t wasted. Then paper cup was provided as they prepared for landing.

That was followed not long after by a 750ml “gift”. Clearly she didn’t want to waste a single drop.

Have omitted crew names as a courtesy but have sent positive to QF naming the staff of both flights.

 

[Flyerwin]

I have to say that all the FAs on recent Rex flights this year have been amazing.

 

[Captain Halliday]

Bouquets to the crew on QF628 MEL-BNE.

Soon after departure a passenger received a message about the death of a family member (I think it was his wife). The poor man was understandably distraught.

A crew member escorted him to the forward galley to allow some degree of privacy as he grieved. Together with the CSM they comforted him as best they could in the circumstances, offering tissues and water.

After about 15 mins the man was offered a seat in 3D for the rest of the flight. The crew member remained with him right up until she had to be seated for landing.

The man was also using a headset and microphone seemed to be calling other family members. Given the circumstances, it was good to see the "no calls" rule waived. At one point the man became exceptionally distressed and handed the headset to the crew member who showed great compassion talking with whoever was on the line and helping organise family member to pick the man up when the flight landed. Observing this from 4C it was clear the crew member went above and beyond.

A couple of other shout outs related to this incident: Firstly, the CSM who very quickly recognised that the crew member was the right person for this unenviable task. She allowed her to remain with the man throughout the rest of the flight... but also made sure to regularly check how her team member was doing.

It's my understanding that the person in 3D who gave up his seat and moved to economy was on staff travel. Well done to him.

And finally, because the crew member was busy supporting the grieving man, a paxxing cabin crew member helped with service in economy even though she was not on duty.

Not an easy flight for anyone, including the passengers who could see what was happening. But this crew, and a couple of off-duty staff, did such a wonderful job.

Feedback submitted.

 

[MEL_Traveller]

Bouquets to the crew on QF628 MEL-BNE.

Soon after departure a passenger received a message about the death of a family member (I think it was his wife). The poor man was understandably distraught.

A crew member escorted him to the forward galley to allow some degree of privacy as he grieved. Together with the CSM they comforted him as best they could in the circumstances, offering tissues and water.

After about 15 mins the man was offered a seat in 3D for the rest of the flight. The crew member remained with him right up until she had to be seated for landing.

The man was also using a headset and microphone seemed to be calling other family members. Given the circumstances, it was good to see the "no calls" rule waived. At one point the man became exceptionally distressed and handed the headset to the crew member who showed great compassion talking with whoever was on the line and helping organise family member to pick the man up when the flight landed. Observing this from 4C it was clear the crew member went above and beyond.

A couple of other shout outs related to this incident: Firstly, the CSM who very quickly recognised that the crew member was the right person for this unenviable task. She allowed her to remain with the man throughout the rest of the flight... but also made sure to regularly check how her team member was doing.

It's my understanding that the person in 3D who gave up his seat and moved to economy was on staff travel. Well done to him.

And finally, because the crew member was busy supporting the grieving man, a paxxing cabin crew member helped with service in economy even though she was not on duty.

Not an easy flight for anyone, including the passengers who could see what was happening. But this crew, and a couple of off-duty staff, did such a wonderful job.

Feedback submitted.

Wow indeed! Sounds like the whole crew, off duty crew, and staff traveller all worked seamlessly to try and ease a difficult and painful situation for the poor pax.

Thank you for submitting feedback!