business class-lack of service | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

business class-lack of service

Status
Not open for further replies.

ozziemuzza

Intern
Joined
Aug 27, 2005
Messages
57
Last night I flew QF 583 to Perth from Sydney and used my points to upgrade on a 747 expecting to lap up the luxury of business class.

I had a complete lack of service there were 2 stewards but I had to press the call button 5-6 times and no one responded I eventually had to go up to the galli to get a drink

Is this normal and would it be worth complaining to Qantas about this matter. In other words would I get anything out of them?

I was just disappointed as it was a treat for me.

Best regards
Murray
 

NM

Moderator
Joined
Aug 27, 2004
Messages
15,811
Qantas
LT Gold
Virgin
Red
Flights
My Map
ozziemuzza said:
Is this normal and would it be worth complaining to Qantas about this matter. In other words would I get anything out of them?
Its not normal in my experience. However, domestic business class is generally not as attentive as international business class. It really does depend on the particular crew you happen to get.

Yes, its worth letting Qantas know that you were disappointed. However, the reason for providing your comments to Qantas should be so that they may improve in the future, not to gain some form of compensation.

On the rare occasion when I had cause to provide comment back to Qantas on a specific aspect of their international business class service with which I was consistently disappointed over a series of experiences, I was very happy with their response.

I received an email and a written letter explaining the situation and what has been done to ensure it does not continue. They also specifically thanked me for my positive comments on another related topic. Then a few weeks later I received an unexpected expression of appreciation from the manager of the department concerned. Mrs NM and I enjoyed the "fruits" of that expression of appreciation :D .

My comment, sent via email, was not delivered with any expectation of compensation. I provided the comment because I was disappointed about the exact same aspect of the business class service on 4 consecutive flights and I wanted to ensure they realised that some people (well, at least one person anyway) are disappointed by this particular aspect of the business class experience, with the hope that I would not be similarly disappointed next time.
 

ozziemuzza

Intern
Joined
Aug 27, 2005
Messages
57
great answer thank nelly . i do know its individuals we are dealing with but its also staff allocation and management that control these staff into getting them to do other duties.

i cant change that so am a little apethetic to make comment to qantas unless there is an incentive.

thanks again

best regards
murray.
 

JohnK

AFF Supporter
Joined
Mar 22, 2005
Messages
41,270
ozziemuzza said:
great answer thank nelly.
Well done again nelly. :roll:

Nice that you are always helping out. Keep up the good work. :D
 

QF WP

Moderator
Joined
Jun 20, 2002
Messages
15,894
Qantas
LT Silver
Virgin
Gold
Flights
My Map
I used to do the same thing on International Service - if I received exemplary or poor service, I'd write to QF Customer Relations. I'm sure they expected letters from me after every International trip. Many more excellent service was reported than poor service - as I believe it is a factor of how the pax treats the FA as well.

The FA's then had those letters put on their HR file (which helped in their assessments).

Know that QF will know exactly who the FA's were in J if you quote flight number and date.
 

ozziemuzza

Intern
Joined
Aug 27, 2005
Messages
57
thanks for your comments i am one of those nice pax a real nice guy.

can you advise me the email address of qf customer relations

thanks you

best regards from the west
murray
 

JohnK

AFF Supporter
Joined
Mar 22, 2005
Messages
41,270
ozziemuzza said:
thanks for your comments i am one of those nice pax a real nice guy.

can you advise me the email address of qf customer relations

thanks you

best regards from the west
murray
I have used the feedback form many times and have had someone reply to me promptly. On a few occassions i have even had a courtesy call instead of an e-mail reply.

http://qantas.custhelp.com/cgi-bin/qantas.cfg/php/enduser/ask.php
 

NM

Moderator
Joined
Aug 27, 2004
Messages
15,811
Qantas
LT Gold
Virgin
Red
Flights
My Map
ozziemuzza said:
can you advise me the email address of qf customer relations
I have emailed frequentflyer - at - qantas.com.au in the past and they have passed my comments on to the relevant department. Not sure if Customer Relations gets a copy, but I did get a personal response from manager of the department responsible for the area of service specifically addresses in my email.

And a previous problem was very quickly and positively resolved by posting my story here on the qantas web site under Customer Care, which also resulted in a prompt and direct response from the manager responsible for the department involved.
 
Status
Not open for further replies.

AFF on Air Podcast

  • Choosing a Rewards Program – AIR017
    Sat, 10 Aug 2019 13:32:24 AEST
      If you’re new to the world of frequent flyer points – or moving to a new country – it can be difficult to know where to start. In this episode, Matt discusses the con ...
  • Travel Insurance – AIR016
    Sat, 27 Jul 2019 07:34:12 AEST
      They say that if you can’t afford travel insurance, you can’t afford to travel! In this episode, Matt chats to James Green about the importance of travel insurance, and ...
  • The Qantas Oneworld Award – AIR015
    Sat, 13 Jul 2019 02:07:50 AEST
      Learn how to fly around the world using your Qantas Frequent Flyer points as Matt chats to James Green, an award travel consultant at Frequent Flyer Solutions. This episode ...
  • Qantas Frequent Flyer Changes – AIR014
    Sat, 29 Jun 2019 00:40:35 AEST
      Last week, Qantas announced a major shake-up to its Qantas Frequent Flyer program. In this episode, former Head of Loyalty at Malaysia Airlines, Mark Ross-Smith, joins Matt ...
  • jb747’s Stellar Career with Qantas – AIR013
    Sat, 15 Jun 2019 03:00:41 AEST
      In this special edition of the podcast, Matt chats to John Bartels (a.k.a. jb747) about his flying career with Qantas, the A380, the QF30 incident, flight training, retirem ...

Community Statistics

Threads
82,479
Messages
1,910,274
Members
50,264
Latest member
MMT3011
Top