Travel Guru
Established Member
- Joined
- Apr 19, 2006
- Posts
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Thankfully I switched all my flying to Virgin Australia a couple of months back (and loving it!), but flying back from Sydney today after spending the weekend with my Dad, I simply had to share his experience with QF's "Customer Service"....I knew some of you would relate.
Conversation with QF "Customer Service" member:
(Dad is a QF Gold assigned 8A by OLCI)
Dad - Is there any chance of getting a seat assigned in Row 4
QF - No sorry, we reserve Row 4 for our Platinum members only
Dad - Oh well what about an exit row?
QF - No, all I have is the middle seat on the exit row, anyway, that's a pretty good seat you've got, you should be happy with what been assigned.
End Conversation
Customer Service 101 would suggest that while QF may well be reserving Row 4 for WP's only, there could have been a far better way to articulate it without leaving a SG who has up until now been a loyal QF flyer and flys regularly from feeling unimportant and no more valued to them than a NB.
Alan Joyce could do well to start with the basics and train his staff to treat their loyal clients with respect rather than ostracising them and giving them every reason to jump ship to VA next time there's a status match on offer.
I know given the way VA treat myself as a Gold that I'm very glad I made the move and put all my domestic flying over to them, their customer service skills have been brilliant both on the ground and in the air.
TG
Conversation with QF "Customer Service" member:
(Dad is a QF Gold assigned 8A by OLCI)
Dad - Is there any chance of getting a seat assigned in Row 4
QF - No sorry, we reserve Row 4 for our Platinum members only
Dad - Oh well what about an exit row?
QF - No, all I have is the middle seat on the exit row, anyway, that's a pretty good seat you've got, you should be happy with what been assigned.
End Conversation
Customer Service 101 would suggest that while QF may well be reserving Row 4 for WP's only, there could have been a far better way to articulate it without leaving a SG who has up until now been a loyal QF flyer and flys regularly from feeling unimportant and no more valued to them than a NB.
Alan Joyce could do well to start with the basics and train his staff to treat their loyal clients with respect rather than ostracising them and giving them every reason to jump ship to VA next time there's a status match on offer.
I know given the way VA treat myself as a Gold that I'm very glad I made the move and put all my domestic flying over to them, their customer service skills have been brilliant both on the ground and in the air.
TG