Would you complain to QF about this?

[Solid]

I'm a BIS WP on both QF and DJ on what is effectively self funded business travel.

My much better half has just taken her mum on a holiday on the Ghan. Being the dutiful son in law and trying to earn brownie points for time spent away for work I made the booking on my points in business for them both to fly BNE-DRW then ADL-BNE.

Now my +1 travels with me now and again, but when she does she goes with the flow as she is used to me knowing the way through various airports in the usual DYKWIA manner.

I considered giving her some of my Q tags but decided it would be easiest if she just goes to the business checkin counter. BNE-DRW no dramas but when she went to ADL she was intercepted on entry to the checkin area by check in staff. She said she was flying business and was directed to the checkin kiosks. Strange she thought, but must be different in Adelaide.

Checking in via the kiosk it spat the dummy as they had two bags each. The same check in staff came over to her and said "you will have to pay for the extra bags".

my +1 said to her something like,"but we are flying business like I told you so don't we get two checked bags each?"

The staff member replied with something like "but you don't look like business class passengers"

Now I now she wouldn't have been wearing a suit, but I have never seen her fly in stubbies and a singlet with thongs so not sure why the check in staff would say that.

Would you make a complaint to QF or am I being precious? My wife made sure she got the staff members name.

Edited to correct airport codes.

 

[flyingfan]

Wow, I'm surprised that could still happen - I thought airline staff learnt long, long ago not to make assumptions on what a passenger could 'afford' based on their appearance. I try to look neat and reasonable when flying business (no shorts/tank tops or anything like that) but as my J travel is wholly pleasure (work doesn't usually pay for anything other than Y) I almost never look anything like the suited CLs in front of me, yet I'm treated with all the courtesies that they are. I look around and often see others much more shabbily dressed than me in J.

I don't think you are being precious and in your position I would definitely put in some 'feedback.'

 

[Must...Fly!]

I'd call for the QF airport/duty manager on the spot

How rude and insulting, DEFINITELY provide feedback

 

[Cassiel]

Yes definitely raise it. Sounds like the staff member missed the much trumpeted customer service training improvement. Most disappointing on what should have been a pleasureable experience earned at a premium by a loyal customer.

 

[docjames]

Yep, feedback required.

 

[ozmille]

I would definitely submit feedback with the agent's name clearly mentioned. QF can only train their staff if they know there is a problem, which in this case there seems to be in my opinion

 

[Joshua]

ADL at times have often had staff shuffle around like eagles above, intent to get J pax out of the check-in line onto those luggage black holes.

It sounds worth raising particularly if you're both feeling so strongly about it. Front line staff should be expected to not make such assumptions.

I'm starting to look a bit older so don't get as much but when me + 1 turn up in jeans and hoodies they will give us weird looks. +1 looks like she is 16 so nearly always gets problems when travelling alone (just imagine what BA are like!). She has come to enjoy whipping out the WP card and paid J/F itinerary as a bit of a slap down.

 

[anat0l]

I'd certainly file feedback - what presumptuous behaviour by the agent.

I wouldn't necessarily expect compensation (e.g. points or a voucher) or the errant agent to be fired, but it's worth making your observation known; if you're fortunate, you'll at least get something of acknowledgement (other than the robot, of course).

Of course, ensure that the feedback is succinct and as free from emotion as possible.


Begs to reason why the check-in kiosk also spat the dummy when it should be smart enough to do simple arithmetic (2 Business class passengers on the same booking = 2 x 2 bags allowances = 4 pieces possible = "Not bl**dy rocket science," said ENIAC).

 

[medhead]

I would. I do the same sort of travel as you from ADL weekly and some of the staff there are completely hopeless. Some are great. I think they could do with a kick in the backside ever so often. Having said that south australia's have a very egalitarian attitude at times, militant egalitarian even.

 

[RickyT84]

If this happened to me, I would provide feedback to QF. They should definitely know when things are not going right (especially after the customer focus training).

The last time I travelled in J, I wore a t-shirt and denim shorts (the guy next to me wore a short-sleeved shirt and chino shorts) and the crew treated as no different to the other pax in the J cabin who are more smartly dressed. Granted the flight was on a Sunday evening and it was from a wamer destination (BNE).

 

[cmon0005]

That's terrible, yes I would complain directly to the airport manager/QF checkin manager, make sure you do it fairly quickly, and mention the staffs name (if known) otherwise time you were there.

I would be horrified if spoken to like that!


Slightly OT, a few weeks ago I arrived at Mel to catch my flight to syd with work on flexible fare and QFF gold.
Had already done OLCI, but wanted printed BP's, (not the self check ones though) went to the 'premium service desk' asked for a reprint (noone else in line) QF lusty said in abrupt but not rude voice 'you know you can print these from self service machines?' I said yes I know but I don't want to. She goes ok at least you will know for next time. I always thought a QFF gold benefit was checkin at the prem arrive counter for domestic...

Next time I will go directly to the lounge for a reprint !

 

[JohnK]

I would definitely provide feedback.

Staff should know better than to make assumptions.

 

[Must...Fly!]

Indeed, being fobbed off to the bag injectors is not uncommon...my father was flying J to MEL and went to line up at the service desk and according to him had a similar confrontation in which he was almost forced to use the self-serve bag drop. Probably an attitude change needed on the ground.

That said, I am a 21 year old student and flown in premium classes a number of times in the past couple of years on QF, VA, EK and BA (once). I've never had any problems or felt less important as a result of any crew interaction (or lack thereof).

 

[JessicaTam]

Definitely provide feedback and provide as much info as you can. I rarely look like a typical 'J' passenger but would never stand for that sort of treatment.

 

[anat0l]

That said, I am a 21 year old student and flown in premium classes a number of times in the past couple of years on QF, VA, EK and BA (once). I've never had any problems or felt less important as a result of any crew interaction (or lack thereof).

Lucky you I only started travelling seriously by myself when I was already 24 years old; my first (self-paid) premium flights were during that next year.

Overall I've never had any attitude from staff about me standing in premium lines or flying premium class - they just look at my ticket (when they bring it up, of course) or my FF card, and proceed as normal. Even op-ups at the counter - I haven't had attitude from staff.

I have gotten attitude (or assumptions) from other passengers, who have obviously thought how is it possible that some young upstart like me could possibly fly premium, or be a Gold / Platinum etc.

 

[defurax]

The complete opposite situation happened to me a few months ago flying LHR-SIN in whY. Whilst walking down the airbridge the FA standing at the First class airbridge junction looked at me and said welcome to First class...I was wearing a green suit with a black shirt...it shows that the "dress code" bias sometimes works the other way around. I looked at him with a big smile and told him he just made the prospect of my flight in whY feel even worst

 

[Must...Fly!]

Lucky you I only started travelling seriously by myself when I was already 24 years old; my first (self-paid) premium flights were during that next year.

Overall I've never had any attitude from staff about me standing in premium lines or flying premium class - they just look at my ticket (when they bring it up, of course) or my FF card, and proceed as normal. Even op-ups at the counter - I haven't had attitude from staff.

I have gotten attitude (or assumptions) from other passengers, who have obviously thought how is it possible that some young upstart like me could possibly fly premium, or be a Gold / Platinum etc.

What hasn't been on my meager stash or Dad's comparatively giant bank of points has been funded by myself.

Actually I should take back my post above. I just remembered of one particular experience on board a QF flight to Sydney - I think I have mentioned it on AFF before, but some time ago.

Early morning QF flight, PER-SYD on a 767 - just the 3 pax in J, so service was very personal. The CSM talked with me early in the flight about where I was going, etc. She then asked "So if you're a student, how can you afford to fly up the front?". I duly replied I work and I use points...I was rather shocked that she would ask the question.

I had forgotten about that experience until now...

Don't think I've had anything in the way of attitude from other passengers for flying up the front, nothing rude anyway.

 

[Solid]

Thanks for the posts, I had the same thoughts about giving feedback. Not expecting compensation but more a training thing.

The "worst" I have ever seen my +1 dressed on a flight has been dress jeans and we are in our late 30's, so I doubt she was sobbing around. She said she would have said something at the time but was a bit taken aback + was looking after her elderly mother who is a nervous flyer.

 

[extracta]

.

Checking in via the kiosk it spat the dummy as they had two bags each. The same check in staff came over to her and said "you will have to pay for the extra bags".

my +1 said to her something like,"but we are flying business like I told you so don't we get two checked bags each?"

The staff member replied with something like "but you don't look like business class passengers

Sometimes what wives Hear, Retain and Recollect are not exactly what happened. The chance of a customer service agent telling someone they don't look like they are business class passengers is pretty slim.

I am sure that your wife feels that the wrong thing was done by her, and that somebody else was at fault. But I suspect that the actual truth of what happened lies somewhere south of what you have been told. Probably a long way south. If she has a receipt for the extra checked baggage it would be a different story and you should definitely be able to claim it back.

I think best just to agree with your wife and let the matter rest.

 

[medhead]

Oh gee that a massive sexist generalisation right there. I know my wife retains, hears and sees many things better than me. I know ADL staff can be rubbish. No way in the world would I make assumptions about what other "wifes" hear and retain when I've never met them.


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