Big Thank You Qantas

[Chesty]

Having only graduated to WP yesterday , I was in the predicament whereby I am flying out tomorrow for a 5 week holiday flying with a number of QF partners. Clearly I am hoping to take advantage of my newly minted status, however was well aware that I would not have my new WP card anywhere near in time,certainly not in 48 hours.

I decided to ring the Platinum line ( first time of course) and spoke to a lovely lady named Kelly. The intent of my call was really to confirm that my new status would at least show up on my boarding passes when checking in, to which Kelly confirmed it should. Kelly then asked me to hold the line for a few minutes to see what else she could do.

Well unbelievabley she said that she would get a new WP card ready for me yesterday and express post it to me, ensuring that I would get it today. Incredibly it just arrived in time for my trip tomorrow.

Fantastic effort Qantas and especially Kelly. That is simply fantastic customer service!

 

[njba]

Hear hear! When QF is good, they are so good.

Have a nice trip, Chesty.

(Anecdotal experience: my SG card arrived much quicker than my PS card. Could be chance or could be some sort of prioritization?)

 

[jono88888]

The thing that gets me is you can see from a story such as this that it really doesn't take a huge effort to deliver a great customer experience. Why is it then that companies, not just QF, seem to miss out on so many opportunities to get this sort of recognition at what would be a low cost to themselves.

Well done QF - on this occasion.

 

[juddles]

Well done Kelly! There are so many people like you in Qantas. That is why I am a life-long QF fan.

 

[bosox76]

Congrats on making WP Chesty - have a great trip

I concur that when QF are good they are really good. A brief story from just this afternoon.
Mrs B was in the ADL QF lounge business centre having printer troubles and kindly getting some friendly help from the staff there when somehow she missed her flight. Apparently no "boarding call" or "Could Mrs B please proceed immediately to gate..." was made. When she went to discuss with the staff what to do next, they not only placed her on the next flight but upgraded her to J. And they solved her printer problems.

So a big thank you to the lounge staff for making what could have been a stressful experience, not.

 

[serfty]

Indeed, when they are good, the can be exceptional.

Good one for both tales ...

 

[offshore171]

Wow that is impressive. Having said that, I can only ever recall having been asked to show the card once.

 

[sumthinfornuthin]

Wow that is impressive. Having said that, I can only ever recall having been asked to show the card once.

My wife and I went to Perth for the weekend lat week, the service was embarrassing on the way back..."Sir" this "Sir" that,. I was looking around for my Dad....seriously the service could not have been better,..... happy,cheerful staff....makes a phenomonal difference in any business

 

[offshore171]

"Sir" this "Sir" that,. I was looking around for my Dad....seriously the service could not have been better,..... happy,cheerful staff....makes a phenomonal difference in any business

Just once I'd like to be called "Sir" without it being followed by "you're making a scene"...

 

[kermatu]

Nice one. Simple things can make such a difference.

 

[JohnK]

The thing that gets me is you can see from a story such as this that it really doesn't take a huge effort to deliver a great customer experience. Why is it then that companies, not just QF, seem to miss out on so many opportunities to get this sort of recognition at what would be a low cost to themselves.

Because it takes too much effort to provide that level of service to everyone.

Off topic but it is fresh in my mind. Why do I have to wait ~51 minutes in the queue to speak to someone at Medibank? They have just slugged me with a ~10% increase and took away some benefits from my cover. Sorry but that is not good enough.

 

[Altair]

Congratulations on making WP and have an enjoyable trip.
Can I suggest you also provide official feedback to QF regarding Kelly and the service provided.
Oh you will notice the difference in service between SG and WP. I know I have and unfortunately I saw it when I dropped from WP to SG.

 

[nauta1]

Well done on WP. I have always had good results from Kelly she is a peach.

 

[Chesty]

Congratulations on making WP and have an enjoyable trip.
Can I suggest you also provide official feedback to QF regarding Kelly and the service provided.
Oh you will notice the difference in service between SG and WP. I know I have and unfortunately I saw it when I dropped from WP to SG.

good suggestion, will do just that.