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2014 Qantas eXcel Frequent Flyer People’s Choice Award

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Has anyone else voted in this? Apparently they take the best compliments paid over things Qantas staff have done and make it into a short list (13 if I remember correctly) and then you vote 1 to 4. Voting closes at the end of the week, so I won't go into detail, but I have to say some of the things Qantas staff have done for people are just amazing. We tend to be quite critical on this board of some quite minor service failures (and I will include myself in that), but really Qantas staff are amazing!
 

cmon0005

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How does one vote? I have paid a few good compliments this year, more than any other year due to outstanding service, mainly on QFi.
 

aaflyer

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I have nominated staff at various times, and each time I have, they've already been awarded an excel award (they have a little stick pin).
 
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I have nominated staff at various times, and each time I have, they've already been awarded an excel award (they have a little stick pin).
That is nice! This is what it said on the invite

"This year we received over 7,300 compliments from around the globe from Frequent Flyers who have contacted us via email, telephone or visited our website to recognise Qantas individuals and teams for going above and beyond.

From our Executive Managers short list we would like to invite 20 very special Frequent flyers (of which you are one) to select our Annual Top Winners for the 2014 Qantas Frequent Flyer People’s Choice Award. "

I found some of the stories of what Qantas staff had done quite moving and truly inspirational!
 

Danger

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That is nice! This is what it said on the invite

"This year we received over 7,300 compliments from around the globe from Frequent Flyers who have contacted us via email, telephone or visited our website to recognise Qantas individuals and teams for going above and beyond.

From our Executive Managers short list we would like to invite 20 very special Frequent flyers (of which you are one) to select our Annual Top Winners for the 2014 Qantas Frequent Flyer People’s Choice Award. "

I found some of the stories of what Qantas staff had done quite moving and truly inspirational!
Are you able to post some of the stories?
 
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As promised more information on this as well as the winners. There were 13 entries (I think!) altogether and apart from maybe 2 I found it almost impossible to separate them. I tried in the end to separate the actual story behind them from the service rendered. There were a number where people were trying to get to funerals and dying relatives and it really was very touching reading about the help they were given. One I thought was amazing was a person living in New York and visiting Vegas who was informed his father had died and he needed to get back to Australia. Qantas worked with him to get a suit and passport from his apartment in New York, get it to LAX where he then joined up with his possessions and flew back to Aus.

One more "ordinary" story, but which I thought really would touch a chord with all of us, was someone trying to get home after a really long tiring week (perhaps more) in a remote area. His journey home entailed 2 flights, the second of which was standby, so he couldn't check his luggage through. The first plane was also late making it seem impossible that he could make it. The Qantas flight attendants almost made it a personal challenge to get him on the second flight, even organising to have his luggage extracted and made available so that he could take it through as "premium hand luggage" and then have it put in the hold, as there was no way it was going to make it to normal luggage checkin. I felt that any decent human being would go out of their way to help someone who had a really tragic story but the response when the back story wasn't known or perhaps not quite as tragic, made me feel Qantas staff really are special. One of the ones I voted for that did win was FF11 - such trust and caring!

I feel the reason we fly Qantas isn't just the points or the status credits or fancy lounges, but the wonderful staff!

See below for the 4 winners.
 
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Here are your Top 4 eXcel Qantas Frequent Flyer People’s choice award winners;

FF01

I am writing to offer my sincere thanks and gratitude regarding a recent. On Thursday 31st July, I approached one of your Customer Service Supervisor’s at Sydney domestic airport seeking his help as to whether he might be able to assist me in getting me home to Perth sooner. My partner and I did not explain the need for our request but he was compassionate and intuitive and could see that we were distraught and in need of help. He went out of his way to assist us. He made everything seamless and easy.

He was kind and warm and did everything he could to help. I eventually broke down in tears in front of him and, sensing that I was having a tremendously difficult day, he not only got me home sooner but also got on the phone to his colleague, in the Qantas Club lounge and facilitated our entry so that we could have somewhere to compose ourselves and rest. She was lovely too as were your staff on the flight who, recognising that I was upset, spontaneously delivered tissues and kindness.

Little did the Customer Service Supervisor know that I had just been told by a Sydney Neurosurgeon that my brain condition was in-operable. Please commend him for his exceptional customer service skills and decency. He is a genuine asset to your company on a personally devastating day.

I shall not forget it or him. Please ensure that he is commended for going out of his way to help Qantas customers.

Moments such as these restore one's faith in humanity. My sincere thanks Qantas. That was an exceptional response.
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FF11

When I arrived at the airport and went to get my Frequent Flyer card from my purse I realised I had left my purse at home. I rang my son, as we do not live far from the airport and hoped he could get it to me before I had to board. I kept checking at the counter to see if the plane was on time and how many people left to board. My son was not able to get to the airport before I needed to get on.

As I got to the gate I was clearly the last person to board, I was almost in tears as I was going to Darwin and then onto Alice Springs. I had no money, no credit cards no license (so no hire car). The flight attendant who checks the boarding pass asked if I was okay, I explained the situation to her and she said let me take your laptop and do not worry we will be able to work something out.

When I was on the plane another cabin member came up to me and also tried to alleviate my concerns, saying she would help me and would get back to me later in the flight. When she came back not long after she said she could lend me some money and would give me her bank account details to put the money back in to.

Although I really appreciated the gesture, I felt I could not take money from someone I did not know. I fell asleep and when I woke up I found a note on the vacant seat next to me with forty dollars cash so I could get a taxi to the hotel. She also put the detail for Australia Posts Platinum express delivery bags that are guaranteed to Darwin (which is not the norm) the next business day, along with her phone number should I need anything. After I had found it she came past again to see if I was okay, I explained that I banked with another bank and it would take an extra day for my husband to be able to transfer funds - she said no issue.

When I was at the baggage carousel she came up to me again and gave me two hundred dollars cash - she had been to the ATM. What an extremely kind gesture, although she did not know me she knew what a dilemma I was in. She said I looked like a trustworthy person. I am not sure if you have an awards system but would like her praised for going way above the call of duty.

I have flown many times but this is something I will always remember (obviously) and have spread this story amongst my friends. The cabin crew were caring and asked how I was going. You sure got your value for money when you hired the cabin crew on this flight. She would keep me flying with Qantas any day!

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FF08


I am certainly not one to compile emails regarding feedback, but I happened upon this instance on my flight today that I believe warrants further consideration and merit for a Qantas employee.

I was seated in row F on the lovely 737-80 (with in seat entertainment unit), happily watching a movie. The gentleman next to me was under some stress, he was about to be engulfed with his first ever "fit". One of the female crew members responded to his call for assistance. She quickly determined that something was not right (he was still conscious at this stage) and ran off down the aisle to escalate the issue.

Out came a stocky, well-groomed Customer Service Manager, he quickly and calmly summed up the situation, gave directions to his crew (to get oxygen tank and pillows/water) caught the passenger in his hands and cradled his head whilst the passenger went into a minor fit.

Approximately 7 seconds later, the gentleman returned to consciousness and was gently spoken to by the Customer Service Manager. Visibly disoriented, the Customer Service Manager took control of the confused passenger and brought a measurable amount of calm and awareness back to him.

This was then followed up with regular checks all the way home to Canberra.

This Customer Service Manager is a beacon of professionalism and customer care. I commend him to you for some further mark of your favour.
=======================

FF01

On the 27th February, I had to make an emergency dash to Sydney as my daughter had been admitted to hospital with cancer and she was not expected to live. I would like to thank all staff from the book-In counter to the cabin crew for looking after me with such care and compassion. I could not have asked for better service.

One of the staff could see that I was upset and although it was not her job, she arranged my seat and also had the staff on the gate alerted to ring back to the book-in section to get me a seat closer to the door so I could get out quickly in Sydney.

Once the plane was in the air, the cabin crew moved me up to business class and kept checking on me. On arrival in Sydney, they ushered me out the door and upstairs and waiting for me was another hostess who took me right outside to the taxi rank.

I would like my thanks passed along and to tell them that my daughter passed away on the 28th February so I did manage to get there before she passed on. I will be forever in their debt for the kindness shown to me. So well done Qantas, I could not have asked for better service.
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