Customer service assessment - from a child's perspective.

[juddles]

Hi all,

I am a fairly energetic supporter of Qantas, but I reject the "fan" tag as I also happily criticize them for things they suck at (like the obscene co-payments required to "redeem a free points ticket")

I am more focussed on hard product than staff, as comfort and rest are more important to me as a work traveller. But whilst chatting to my wife yesterday, the conversation drifted to my latest flight experiences (yes, it is her role as my wife to have to listen to flying stuff )

During the conversation she said something that I later pondered, and think is an important insight in experiences, from a child's perspective.

Due to a combination of circumstances and luck, my kids have traveled a hell of a lot. Essentially plying the Sth America to Australia route, almost always on QF and in J. They have done this for years. You run the risk of them being "spoilt" with that sort of travel norm. But in any case they are totally used to QF business long haul.

We recently did a holiday. During that we did AKL to Rarotonga and back again with NZ. Not in business, but in Premium Economy. And the staff really nice both flights. But how nice?

Since that trip my daughters could not stop saying how fantastic the crew were. It was a highlight of the holiday for them!! They expressed actual surprise that flight crew can be so friendly and fun and amazing. On both flights, totally different crews.

This woke me up. Maybe QF needs such a wake-up call.

 

[NZflygirl]

I may have mentioned the crew in your other NZ thread.

 

[juddles]

I may have mentioned the crew in your other NZ thread.

Just read your post in that thread - liked

As you can see from my posts there, I had a favourable opinion of the crew. But it is only now I know my girls happiness

 

[kpc]

Last year our Dfw to Syd QF flight in F got cancelled. We got placed on AA Y from Dfw to Lax, then NZ J from Lax to Akl to Syd. I don't normally fly NZ, but all I can say is that the NZ crew were fantastic! I love OZ's and SQ's service in F and J. I have actually reported a QF FA to the IFS whilst travelling in J from Syd to Hnd with my family as she was downright rude. QF FAs need to remember who are paying their salary (although the London based FAs are generally very good!). I have flown a stack of QF J over the last 10 years, and there really is nothing exciting about the service, food, wine or even the seats!

 

[GoldCanyon340]

I'm a regular flyer over the Tasman and the JetConnect crews are very good. Quite often they'll snag a child to do the run through the cabin with chocolates or sweets and the little helper always has a smile on their face. Great way to connect with the younger folk and could always help with any fear of flying by making it an enjoyable experience.

 

[Happy Trails]

SIL's cabin crew with NZ and if the rest of them are anything like her I''m not at all surprised.

 

[Milboo]

Yep. I have 2 friends who are very senior crew with NZ and am never surprised when I hear comments re NZ crew. I have had the same experiences when I have flown with them too.

 

[Denali]

Can't recall a bad NZ crew flight, even the short island jumper flights have been enjoyable staff experiences.

 

[serfty]

Agreed, while QF crews can be very good, otfen they are just good.

NZ crews IME are almost always very good, some exceptional.