Article: When Qantas Gets It Right, They’re Great

AFF Editor

AFF Editor

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When Qantas Gets It Right, They’re Great is an article written by AFF editorial staff:

www.australianfrequentflyer.com.au

When Qantas Gets It Right, They're Great

Qantas has faced all sorts of criticism lately about its customer service and poor reliability. But when Qantas is good, they are very good.
www.australianfrequentflyer.com.au www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.
 
Sounds like a ‘rant’ to me 🤣 😊.

But you are right, when Qantas actually give you you paid for and what they promised you, it can be good.
 
I have completed 2/3 status runs with Qantas to AKL in the past 2 weeks, and apart from a late departure on 1 flight, it all went well.
The staff have been wonderful and a hats off to Brad - CSM this week on SYD/AKL/SYD
 
Hmmmm… couple of thoughts. Firstly the ‘gold’ status which helps take the edge off and facilitate a semi-decent flight. Flying without status on QF can leave one feeling distinctly ‘second class’.

But secondly, I am booked to fly to sydney from melbourne next week. Cheapest QF fare is $189. Rex had across the board availability for $79, plus $15 for Rextra legroom. $100 for a hot panini?
 
MEL_Traveller, did you check out if there were any Rex J fares?
Edit: I would have happily paid $299 for their J seat, just to check out the Rex lounge in MEL, even if its small and pokey, at least the $299 gives the chance to check it out.
Lots cheaper than QF/VA J, and you also get a wider seat, and a hot painini for sure included during lunch travel.
 
What happened to all the $109 East Coast deal fares in the next 12 days ??

all gone or no longer available.
some remain between adelaide and Melbourne
 
I had the opposite experience last week on QF431 26-07-22.

- Originally booked for 6 AM departure ex SYD so that I am back in the office by 10:30 AM
- Upgrade request to J granted, excellent, thanks
- 6 AM service cancelled the night prior - rebooked to 9:30 AM QF431 service ... not the end of the world
- QF431 boarded relatively on time ... Priorty queue non existent ... mind you, I thought what am I doing wasting my time in this queue, and I just walked to the front, the other side of the headsets, squeezed in and boom - no issue.
- Onboard, seated, comfortable ... about to leave, and the bloody catering truck rocks up and jams itself on the side of the plane.
- Whispers from the front between crew that they've parked the truck on the wrong part of the plane ... next thing they're doing runs from Y down to J with trays.
- The announcement follows 'for our Business Class customers', no catering.
- FFS!! Deliver the service! Find a solution, go the extra mile, make it happen.

The crew were excellent - but the processes are cough.

The lack of QF people on the ground running the show and 'running an airline' are huge contributors to all of this niggly customer experience cough going wrong.
 
I agree with inconsistent. In June I did Syd-Mel-Akl and Akl-Bne-Syd for a status run in J. 3 of the 4 flights were delayed, Mel-Akl by 6 hours.
Meals ran out - and I was in 2C - but the crew on all flights were outstanding.
Same run this week but all via BNE. So far, so good, returning on Monday, planes on time but they did change the SYD-BNE from 0630 to 0605 at midnight. Lucky I woke early.
Call centre issues - I needed to change reward flights as I am seeing a sick relative. First call to Manila, a bit wobbly but my man got the flight changed, confirmed a connection 5 minutes short of the 90 minute transfer and didn’t charge me the change fee. Sterling effort, my sister thought I was their #1 flyer.
Last night, tried to put back a day. South Africa inform me the ticket not issued, has put in a request to ticket and I can call back when done.
Cold, efficient but no empathy.
My sister realises I am chopped meat :(
 
The key for me on those short haul A330 flights is to book it as a cheap cash fare (e.g. $100 red e-deal) then use points to upgrade to J. You can't tell me with a straight face that 10,900 points is a waste to upgrade to J on a wide body with lie-flats, especially if the service director received instructions to serve you promptly so you can enjoy a 30 minute nap after meal on the way down to MEL. 😂

-RooFlyer88
 
kangarooflyer88 said:
The key for me on those short haul A330 flights is to book it as a cheap cash fare (e.g. $100 red e-deal) then use points to upgrade to J. You can't tell me with a straight face that 10,900 points is a waste to upgrade to J on a wide body with lie-flats, especially if the service director received instructions to serve you promptly so you can enjoy a 30 minute nap after meal on the way down to MEL. 😂

-RooFlyer88
Click to expand...
This was my theory! But the meal turned into the Y snack.
 
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Im not sure why when something goes to plan, the company behind it is called "great"?.
Should not the expectation be that the performance is judged "normal"?

Normal - mostly everything goes to plan
Poor - less than normal
Great - better than normal

No one is expecting the airline to be great. Just normal....

Edit: For me , "GREAT" is when the airline goes above and beyond, to accomodate and look after their customers when the s*** hits the fan.
 
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Right, so qantas managed 1 flight between melbourne and sydney. Praise the lord above!
Praise Qantas, the editor flew at a time when there where no crowds.
Praise Qantas the editor had gold status.
Some thing in plastic is not what I call lunch. Was that a hot pannii?
Did the editor's luggage arrive, the puff piece doesn't inform the reader about this point.

got lucky, Qantas managed to offer the basic service, on one flight.
 
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