Cabin Cleaning A380

[love_the_life]

Considering this was in F, not a particularly premium experience IMO. Would have thought that this area at least would have had extra attention.

 

[Coathanger]

While I've not updated this thread, your feedback and photos had been passed on internally as reference.

Regarding your correspondence, I'd encourage you to reply to Customer Care using the link provided at the bottom of the email.

Thanks Red Roo. Good to hear that it's been passed on internally.

Below is the email that I received in its entirety with the only link that I can see to the generic qantas.com?

2015/261933


Dear Coathanger,

I was disappointed to hear that your experience with Qantas was not at the high levels we expect of ourselves – for this I apologise.

We work tirelessly to ensure that every time our customers walk off the plane, they have great things to say about our great airline. Please know that your feedback has been escalated to the appropriate area to ensure that we continuously improve your experience.

I hope you had a wonderful festive season and I wish you and your family a wonderful and prosperous 2016.

Kind Regards,

Don

Manager Customer Care
Qantas Airways Limited



************** PLEASE CONSIDER OUR ENVIRONMENT BEFORE PRINTING *************

******************* Confidentiality and Privilege Notice *******************

This e-mail is intended only to be read or used by the addressee. It is confidential and may contain legally privileged information. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone, and you should destroy this message and kindly notify the sender by reply e-mail. Confidentiality and legal privilege are not waived or lost by reason of mistaken delivery to you.

Qantas Airways Limited ABN 16 009 661 901

Visit Qantas online at http://qantas.com

****************************************************************************

 

[burrco]

Interesting I was on QF10 last week (Seat 3A) and my seat/suite was almost borderline filthy. Lots of dust and huge clumps of what can only be described as gunk around the edges of the side table next to the window. The table also had what appeared to be dried food on it. This one is my fault but I also noticed that crumbs that I had spilled on the LHR-DXB leg were not cleaned during the stop over.

Has there been a change in the cleaning contractors?

 

[love_the_life]

Interesting I was on QF10 last week (Seat 3A) and my seat/suite was almost borderline filthy. Lots of dust and huge clumps of what can only be described as gunk around the edges of the side table next to the window. The table also had what appeared to be dried food on it. This one is my fault but I also noticed that crumbs that I had spilled on the LHR-DXB leg were not cleaned during the stop over.

Has there been a change in the cleaning contractors?

Ewww, sounds disgusting. Did you comment to the CSM?

 

[Coathanger]

Interesting I was on QF10 last week (Seat 3A) and my seat/suite was almost borderline filthy. Lots of dust and huge clumps of what can only be described as gunk around the edges of the side table next to the window. The table also had what appeared to be dried food on it. This one is my fault but I also noticed that crumbs that I had spilled on the LHR-DXB leg were not cleaned during the stop over.

Given the experiences shared on this thread I'm starting to wonder if a dirty cabin is the new normal?

 

[Gold Member]

On my last flight ex-LAX in first in November I also noticed a very poor cleaning effort in the bathroom I visited which had very clear dirt and hand marks all over the area above the toilet. I pointed it out to one of the crew who rolled their eyes, apologized and advised that the ground crew LAX is terrible. A couple of hours later the mess was gone, no doubt one of the crew felt compelled to clean it up to maintain the QF First brand and standards.

I've never seen an unclean cabin ex-AUS though.

 

[Coathanger]

Regarding your correspondence, I'd encourage you to reply to Customer Care using the link provided at the bottom of the email.

Just a heads up I've followed up under a new complaint (2016/016438) as there wasn't a link at the bottom of Don's response.

 

[madmouse58]

i was just on qf11 syd-lax. didnt notice it being clean/dirty. did find 1 pound under the seat in front of me, so not sure if that says something about the cleaning effort

 

[Flying Fox]

i was just on qf11 syd-lax. didnt notice it being clean/dirty. did find 1 pound under the seat in front of me, so not sure if that says something about the cleaning effort

Don't tell me that the cleaners are trying to encourage tipping; just like in the LAX lounge showers

 

[jojen]

On QF 127 in November we were in J in 23A & B. I went to put a book in the magazine / storage compartment at the bulkhead. Felt something in there and found a pair of dirty socks. Obviously the cleaners did not do a very thorough clean.
They also managed to leave a pack containing hand towels etc sitting on the toilet seat.

 

[Gaspode]

Thank heavens it wasn't a used condom, which I can only assume is due more to luck than efficient cleaning practices. Seriously these reports are not good enough in Y, let alone any higher class.

 

[cmon0005]

Although slightly off topic, still relevant about cabin hygiene on airlines in general. I will never touch a bottle of moisturiser in any airlines lavatory again.
A few months ago I flew J on UL (Sri Lankan) CMB-SIN as soon as the plane had taken off I was the first passenger to goto the toilet I noticed one of the moisturiser bottles had fallen into the bowl on take off. I alerted the crew who then put a glove on and went inside, then came out and apologised for any inconvenience, I then went back into the toilet to find the same bottle of moisturiser with drops of water on it back in the rack again, so the crew member just washed it in the sink and put it back for use again!!

 

[Fiches Mouser]

Just a heads up I've followed up under a new complaint (2016/016438) as there wasn't a link at the bottom of Don's response.

These generic complaint responses drive me crazy. They all do it (to varying degrees of frustrating). There's nothing wrong with using templates – I assume they deal with a lot of messages, but at least customise them based on the complaint, severity, department, customer's status etc.

It's not hard! Hope QF have something a bit better for you than that... even just an explanation of how long the aircraft actually is sitting on the ground and an actual reason for why it happens (or doesn't in this case). Honesty is appreciated far more than they realise.

 

[BAM1748]

These generic complaint responses drive me crazy. They all do it (to varying degrees of frustrating). There's nothing wrong with using templates – I assume they deal with a lot of messages, but at least customise them based on the complaint, severity, department, customer's status etc.

It's not hard! Hope QF have something a bit better for you than that... even just an explanation of how long the aircraft actually is sitting on the ground and an actual reason for why it happens (or doesn't in this case). Honesty is appreciated far more than they realise.

Total agreement, nothing like needing a tetanus shot when you get off and the form letter apologises for not meeting your standards and says they look forward to seeing next time. :shock::evil:

Matt

 

[Fiches Mouser]

Total agreement, nothing like needing a tetanus shot when you get off and the form letter apologises for not meeting your standards and says they look forward to seeing next time. :shock::evil:

Matt

It's almost like they don't really care... :shock:

 

[Coathanger]

Received a response today that at least acknowledges the issue...

[FONT=&amp]Ref. No: 2016/016438[/FONT]


[FONT=&amp]Dear Coathanger,[/FONT]


[FONT=&amp]Thank you for taking the time to contact us. [/FONT]

[FONT=&amp]I was concerned to learn of your experience with Qantas and I am sorry that we did not meet your expectations on this occasion. [/FONT]

[FONT=&amp]I have looked at your photos that you have posted online showing the condition of our first class cabin.
[/FONT]
[FONT=&amp]Customer feedback plays an important role in our continuous improvement process and your personal experience will help us identify ways we can improve. [/FONT]
[FONT=&amp]
I appreciate you highlighting your concerns and I would like to assure you that your comments have been forwarded to the relevant management teams to ensure the standard of cleaning is maintained to a consistently high standard and that the air vents are maintained to the specification of Airbus.
[/FONT]
[FONT=&amp]Thank you again and I do hope we have the opportunity to welcome you aboard Qantas again soon.
[/FONT]
[FONT=&amp]Warm regards[/FONT]



[FONT=&amp]Shae[/FONT]
[FONT=&amp]Customer Care Executive[/FONT]

 

[Fiches Mouser]

Received a response today that at least acknowledges the issue...

Hilarious – they took the feedback about their complaint responses and improved on it. Well done QF!

Now to improve on your cleaning...