business class-lack of service

Discussion in 'Open Discussion' started by ozziemuzza, Oct 5, 2005.

  1. ozziemuzza

    ozziemuzza Intern

    Aug 27, 2005
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    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?
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    I was just disappointed as it was a treat for me.

    Best regards
    Murray
     
  2. NM

    NM
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    Aug 27, 2004
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    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.
     
  3. ozziemuzza

    ozziemuzza Intern

    Aug 27, 2005
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    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.
     
  4. JohnK

    JohnK Veteran Member

    Mar 22, 2005
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    Well done again nelly. :roll:

    Nice that you are always helping out. Keep up the good work. :lol:
     
  5. QF WP

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    Jun 20, 2002
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    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.
     
  6. ozziemuzza

    ozziemuzza Intern

    Aug 27, 2005
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    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
     
  7. JohnK

    JohnK Veteran Member

    Mar 22, 2005
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    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
     
  8. NM

    NM
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    Aug 27, 2004
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    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.
     
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