Dear Mr Joyce...

[LiamR]

Hi Everybody,

There seems to be a fair bit of discussion lately about the 'disconnect' between those at the top of Qantas, management, and those at the bottom of the chain. Oh top of this it seems that the front line staff, have been working in aviation for just a bit too long, particularly some of the cabin crew, ground staff and lounge staff (Read lounge dragons). Add to this the decline in onboard catering, aging aircraft and the Virgin 'Game Change' program, the Red Roo is looking a bit ill.

So, my question is this.... If you had to make a couple of suggestions to the CEO. What would they be?

I'm strictly talking about Qantas Service. Not QFF, not the website, not the airport parking. Anything that happens from the moment you walk in the door of the airport, to the moment you collect your baggage and walk out the door.

I'm willing to combine our ideas and send them off to Qantas.... (I just happen to know somebody who would be really interested in this sort of feedback)

So if your still reading... This is what I think needs to be improved:

Domestic:

• Meals! Go back a few years and Qantas had some great onboard food. It has seriously gone down hill in the past 2-3 years. I know I can eat in the lounge, but still!
• Blankets! I never really used them, but I know a lot who did. I thought this was part of a premium airline?
• All those kids packs, toys, and playing cards. As a kid I loved colouring in stuff, and always got a kick out of playing a card game at 32,000 feet.
• Priority Boarding & Baggage (Insert AA Reference to Priority Boarding Here) I rarely check in baggage. But its a joke. 40min wait isn't acceptable.
• Some of the Aircraft, particularly the 763's are getting past their used by date. I know you've been stuffed around with the 787/380 saga. But have you thought about giving them an upgrade? I hear Boeing Sky Interior is available as a retrofit on 767's now.
• Staff
  • Flight Attendants:
    • I think its safe to say, a fair few QF Cabin Crew have been flying for a little too long now. I can't tell you the number of grumpy crew I have had, making me feel unwelcome to be onboard.
    • Can they be a little more friendly? Don't get me wrong, there are some great staff out there. But on my last few flights the FA has been talking on the phone while welcoming guests on board. Unprofessional much?
    • On Virgin, I'm welcomed onboard with a smile and a "Lovely to see you again Liam/Mr Rasmussen" constantly checking on me, and given a bottle of water every now and again. They really try hard to make you have a nice flight.
  • Ground Crew:
    • Consistency of Training.
    • Some can be grumpy, once again. There are a number of staff that have been at the airline too long.

That's all I can think of for now.

Disclaimer***

Don't get me wrong, I'm proud to call Qantas my airline of choice, there are some great people within Qantas and I think products like the J Lounge, and NCGI are great. But I'm having an increasing number of bad experiences, and just a general feeling of "Ugh..." sometimes when I get on a flight, be it a angry flight attendant, a old aircraft or just a tired feeling when I step onto a Qantas aircraft.

Virgin on the other hand, aren't there yet, but they are certainty bringing the magic back to flying. I hope it gives Qantas a bit of a wake up call.

Look forward to hearing what everybody has to say....

Liam.

 

[DrGuinness]

Totally agree... Qantas needs to make people choose to fly with them. With the fall of Ansett and the boom of Virgin (especially since the new face-lift) Qantas needs to pick up its game to attract/keep customers.

The only reason I'm flying Qantas is because Ansett collapsed, and because I won't fly Virgin because I prefer to support Australian companies. Remember customer service, like you spoke about - smile! Remember little details, and get rid of those annoying witches who make it feel like you're burdening them with your presence on board.

 

[Misha]

So I'm going to sound totally old, (especially valid since I felt my osteoarthritis kick in when you said "when I was a kid" which was literally only 3 years ago for you!) but can people stop complaining about the age of the QF crew?

I know I've joked with others about it offline myself, but publicly I don't and in reality i don't think it's a problem. A FA that makes your experience enjoyable and makes you want to fly with that particular airline again is jovial, courteous, professional, etc. I judge them by that criteria, not how well they fill out a skirt/trousers.

Agism is rife in Australia, particularly in fields like aviation... 45 is young and a 45 year old FA is as capable (if not more so based on experience) as a 25 year old of doing their job.

There is an issue of maturing workers in this country facing injuries that make them liabilities: nursing, manufacturing, etc... but flying really isn't one. Some staff that are jaded are 'holding out' for a payout, so QF are doing the right thing with the VRs... But I've seen young, attractive FAs who were an embarrassment to the uniform they wore. Age is not a factor: attitude is.

The best FA I've ever had was in the US (shock!!!) and was a young woman in her mid-late fourties. I'd pay to have her on all of my flights.... She had all pax in the palm of her hand, and on a fairly long flight we were all smiles.... She was professional: that's why she's an asset...

Sorry to hijack your thread but there are many posters in here over 30 and I'm sure we are still able to kick it with the best of them ...we just use more ice gel the next day is all!

Your thread is interesting Liam and a general spit & polish across the QF board is required - but maybe (for my vote) focus on age of fleet rather than crew. Besides, the former is legal, the latter is not

In your own words buddy "Rant over"



Sent from my iPhone using Aust Freq Fly app

 

[AnonymousCoward]

Who is going to pay for all these suggestions/recommendations?

 

[schmorandom]

QF needs a customer service transformation, Commonwealth Bank style.
They need to realise that every customer is important - in most cases, 90% of paying pax on a QF plane have made a conscious decision to not fly JQ/DJ or Tiger (ESPECIALLY those in the back rows of economy)
They've decided to pay extra for a more premium experience - one which is usually not delivered.

Suggestions:
*Check-in staff should say "good morning, how are you today?", and have to acknowledge everyone within a certain radius.
*They should try and make small talk - it isn't like there's nothing to say; everyone's travelling for a reason.
*Staff manning premium areas (check-in, lounge reception) should presume every passenger who approaches to be a premium passenger - at the moment they look suspicious and arrogant until they see your card.
*Even if you pass the test, if they don't like what you look like they suddenly become timid and sullen - doing whatever it is they have to without speaking, or saying things like "you're a bit young to be a FF"
*I've also seen some instances when staff go dangerously close to the BA-esque patronising of non-English speakers - this is just not on

It's not that hard to be #1 in service given the market, and having older staff should be considered an advantage - older people get more respect, they're likely to know more about what they're doing as they've probably been doing their job for a while. They just need to learn to not stuff it up by being rude.

 

[KitKat]

*I've also seen some instances when staff go dangerously close to the BA-esque patronising of non-English speakers - this is just not on

Interesting to note that someone else has seen this on BA (off topic - sorry), thought I have been imagining.....

 

[Kendall Roy]

Dear My Joyce,

Please immediately tender your resignation, and take the board with you.

Until the above happens, it'll be more of the same!

 

[harvyk]

I agree with the OP, get rid of the jaded (regardless of age) FA's...

I think the big one is proper meals should be brought back for all flights... I don't consider having a sandwich at 8pm dinner, would it really be that difficult to hand around a proper cooked dinner (with dessert) on a MEL - CBR flight? They used to do it in the 90's...

Bring back decent food at QP's...

Make the domestic QP's a special place again... (see my blog post - Why aren't I in the qantas club right now? - Blogs - The Australian Frequent Flyer Online Community) the quality of the QP's went completely down hill when the J-Lounges opened... (To the point I wouldn't recommend them anymore for domestic only flyers)

Upgrade the fleet, AVOD or at least PTV should be a standard feature on all flights... (DJ do it for the most part)

Finally - remind all the staff a smile goes a long way. I realise that it's only a job for most of them, but still how they act goes a long way towards customer experience.

 

[Noob]

I don't think Liam meant all old staff - he more was talking about old staff which have "lost their spark".

 

[Misha]

I don't think Liam meant all old staff - he more was talking about old staff which have "lost their spark".

I spoke with Liam last night (in the real world ) and we both know what we mean. It is so common to hear people refer to QF staff as being 150 yrs old - on these forums as much as anywhere else.

Liam also agrees that regardless of age - it is the service (I will allow him to speak for himself, he is more than capable) not the number that defines the person. Perhaps I shouldn't have snapped (last straw) in this thread, especially as Liam and I are friends - but it is probably that what made me more comfortable to do so

Working in HR, perhaps I am uber sensitive to workplace discrimination - and I always leap before I look :mrgreen: - but thank you Noob, yes we all agree - the loss of spark is what Liam is referring to.

I would point out some staff lose that spark after only a year or so of service (FAs do burn out quickly), and alas - some staff never get lit with that spark to start with. Perhaps a QF recommendation could be their recruitment/induction/training processes?

Everyone relax, Liam and I are still BFFs (did I get that right?! lol) and there is yet much love on these AFF pages.... we are united in our dislike of one Mr. Joyce - to whom this thread can once again be directed

Gracias.

 

[Robert K]

Dear My Joyce,

Please immediately tender your resignation, and take the board with you.

Until the above happens, it'll be more of the same!

why is there so much hate towards AJ?

 

[Jobu]

QF needs a customer service transformation, Commonwealth Bank style.

I thought you wanted to improve Qantas... Joyce is doing 100 times better than Norris and his brainless thugs.

 

[Mogul]

... I won't fly Virgin because I prefer to support Australian companies.

Both Qantas and Virgin are publicly listed companies on the ASX, so therefore both are as Australian as each other.

 

[Sprucegoose]

why is there so much hate towards AJ?

Not sure. Plenty of interest groups to please and then the market!!Never easy at the top. He is not fazed I am sure!

 

[harvyk]

why is there so much hate towards AJ?

It's not so much hate towards AJ, it's just there are a few of us who feel he was not the best person to lead QF...
Also the fact he is the leader of QF means that obviously he is the person we want to be reading our feedback, as he is the person who is in the best position to do something...

 

[TheInsider]

why is there so much hate towards AJ?

Because he doesn't seem to care about QF mainline and is always about his child 'Jetstar'. As in aircraft, routes, always talking it up, fudging figures to make Jetstar look more profitable then QF.
AJ's lack to engagement with his employees.
AJ's consistent cost cutting.
AJ's lack of leadership.
AJ's consistent bagging of QF.
AJ's lack of knowledge what a 'premium carrier' is.
AJ never making his own decision, always has to be done/go through some agency.

 

[medhead]

I don't think Liam meant all old staff - he more was talking about old staff which have "lost their spark".

Hopefully, he was also talking about young staff that have lost their spark. (even with the multiple references to old staff)

why is there so much hate towards AJ?

It is not personal. There is no hate. But the guy is the wrong person for the job, he is doing poorly with the Qantas brand. More than enough reasons to want him to resign.

 

[Paddy55]

Because he doesn't seem to care about QF mainline and is always about his child 'Jetstar'. As in aircraft, routes, always talking it up, fudging figures to make Jetstar look more profitable then QF.
AJ's lack to engagement with his employees.
AJ's consistent cost cutting.
AJ's lack of leadership.
AJ's consistent bagging of QF.
AJ's lack of knowledge what a 'premium carrier' is.
AJ never making his own decision, always has to be done/go through some agency.

I feel AJ only knows one way to do things... the JetStar way and can't have travelled much on a number of airlines seeing how J & F products can be apparently enjoyed and profitable. I'm thinking SQ here and especially CX given it is in the OneWorld fold... but in the Middle East there might be another few good examples.

Paddy

 

[Robert K]

most of the complaints on here are operational issues, so shouldn't these 'suggestions' be directed at Lyell Strambi who is the operations guy?

A CEOs job is to make sure the airline makes money, i know it's another chicken or egg first situation, (If airline don't make people happy, airline won't make money, but if airline make people happy but not make enough money, there wouldn't be an airline.)

Australia is not known for it's customer service, and there no incentive for them to try. Labor laws in australia makes it onerous for employers to fire employees.

Unlike asia, there's no job security to speak of, there's a line of people out the door who's willing to do your job. or america, where people live off tips.

Because he doesn't seem to care about QF mainline and is always about his child 'Jetstar'. As in aircraft, routes, always talking it up, fudging figures to make Jetstar look more profitable then QF.
AJ's lack to engagement with his employees.
AJ's consistent cost cutting.
AJ's lack of leadership.
AJ's consistent bagging of QF.
AJ's lack of knowledge what a 'premium carrier' is.
AJ never making his own decision, always has to be done/go through some agency.

do you work at QF?

 

[LiamR]

• I think its safe to say, a fair few QF Cabin Crew have been flying for a little too long now. I can't tell you the number of grumpy crew I have had,
• Some can be grumpy, once again. There are a number of staff that have been at the airline too long.

Your thread is interesting Liam and a general spit & polish across the QF board is required - but maybe (for my vote) focus on age of fleet rather than crew. Besides, the former is legal, the latter is not

I should clarify.... When I said "Some of the staff have been at the airline for too long." I was not talking about age, but those who have lost their enthusiasm towards their jobs, or the 'spark' that you referred to. I'm not discriminating about age, more so the fact there are an increasing number of staff that need to find other jobs, as it seems there are some staff which have a general hate towards customers.

Everyone relax, Liam and I are still BFFs (did I get that right?! lol) and there is yet much love on these AFF pages.... we are united in our dislike of one Mr. Joyce - to whom this thread can once again be directed

Yes, we are still friends.

why is there so much hate towards AJ?

I don't hate him. I personally don't think he was the right man for the job. (If JB ran QF... What an airline we would have!) He really just needs to lift his game. I know its not all his fault. But at the end of the day, he’s the one in charge.

I know I'm the king of getting off topic on this forum. But can we get back to suggestions on improving the brand... Please?