Calling all Qantas Frequent Fliers - your candid views please

[abc journo]

Calling all Qantas Frequent Fliers. ABC TV current affairs are working on a feature story about the state of the aviation industry in Australia. Both major airlines have posted disappointing financial results for investors but the program is particularly interested in hearing view from consumers. Are you a very frequent flier (around once a week) who would be happy to speak with the program? We want to hear your thoughts on customer service, schedules and whether you plan to remain "loyal". Please email [email protected] if you are interested.



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[Denali]

 

[admin]

I've just had a chat with abc journo and can vouch that it's a genuine request from our National Broadcaster. I encourage all our very frequent flyers to make contact ASAP as I believe they are looking at doing the story tomorrow.

This could be your time to appear on Australia's premium News and Current Affairs TV program!

 

[abc journo]

I've just had a chat with abc journo and can vouch that it's a genuine request from our National Broadcaster. I encourage all our very frequent flyers to make contact ASAP as I believe they are looking at doing the story tomorrow.

This could be your time to appear on Australia's premium News and Current Affairs TV program!

Thanks very much. It would be great to get some genuine frequent flyers on the program.

 

[get me outta here]

I’m hoping the on air interview has the almost blacked out face and we can try to guess who it is.

 

[Ade]

Thanks very much. It would be great to get some genuine frequent flyers on the program.

Hey there, do we have to be a very frequent flyer to participate? or a once-every-2-months-international-trip-flyer can also participate?

 

[MEL_Traveller]

Calling all Qantas Frequent Fliers. ABC TV current affairs are working on a feature story about the state of the aviation industry in Australia. Both major airlines have posted disappointing financial results for investors but the program is particularly interested in hearing view from consumers. Are you a very frequent flier (around once a week) who would be happy to speak with the program? We want to hear your thoughts on customer service, schedules and whether you plan to remain "loyal". Please email [email protected] if you are interested.



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Hi there. My only comment would be your selection criteria. With frequent flyer programs, the more you fly, the better you will get treated. While that's not unreasonable, a top tier frequent flyer may have a very different view of the program to the 'ordinary' passenger.

The very top tiers get through to the call centre instantly. They have the pick of the best seats, and sometimes a spare seat beside them blocked off. They get first crack at meal choices, first class lounges, and on board, sometimes get business class amenities even in economy.

If they need to redeem award seats and there's no availability they can call the airline to request an award seat be created for them.

Try the next level or two down on the status totem... where the vast majority of us 'frequent flyers' are... and the story can be very different. We have to wait one to two hours in a queue just to speak to someone in reservations. The good seats are all blocked off to us for selection. We have great difficulty finding the best-value award seats (those in premium cabins where you save the most money).

The fees and charges on award tickets can be huge - to Europe or America that can be approaching $1000 on top of the points required in premium cabins. Most of that is fuel surcharges that we've already paid once when buying a ticket to accrue the points initially. Then we pay again when redeeming an award.

For economy awards, the cost of the fees and charges - levied by the airline, not government tax - can mean only a tiny saving over actually buying a paid ticket. Except we've paid a whole bunch of points as well.

What would maybe make an interesting story, perhaps in future, would be the possibility of a compensation scheme for passengers in Australia modeled on the European regulations. In Europe, if your flight is significantly delayed you get compensation. If your flight is cancelled you get compensation. If you are denied boarding through overbooking, or downgraded because of overbooking you get compensation.

The compensation offered in Europe means if your flight is cancelled you can actually buy a ticket on another airline and not be out of pocket.

 

[get me outta here]

I live in fear that I ever have to phone QF. Either, it is literally hours on the phone waiting, or they say they will call back but never do. So whatever query or problem may have arisen, it cannot be dealt with. I have gold status, but choose Singapore Airlines that I find superior in every way.

 

[Matt_01]

Calling all Qantas Frequent Fliers. ABC TV current affairs are working on a feature story about the state of the aviation industry in Australia. Both major airlines have posted disappointing financial results for investors but the program is particularly interested in hearing view from consumers. Are you a very frequent flier (around once a week) who would be happy to speak with the program? We want to hear your thoughts on customer service, schedules and whether you plan to remain "loyal". Please email [email protected] if you are interested.

What is it you would know from very frequent fliers, I fall into this category as I fly every week, week in week out, however with a days notice it is a big ask to be involved.

Also I agree with @MEL_Traveller

.....The very top tiers get through to the call centre instantly. They have the pick of the best seats, and sometimes a spare seat beside them blocked off. They get first crack at meal choices, first class lounges, and on board, sometimes get business class amenities even in economy.

If they need to redeem award seats and there's no availability they can call the airline to request an award seat be created for them.

Try the next level or two down on the status totem... where the vast majority of us 'frequent flyers' are... and the story can be very different.......

I can tick every box mentioned in the first 2 paragraphs quoted above as well as other perks/ unpublished benefits that are not often discussed.

To the OP I completely agree @MEL_Traveller suggestion on targeting the next level or couple of levels down the totem may get a more balanced opinion.

 

[juddles]

...... with a days notice it is a big ask to be involved.
....

I agree with this. I doubt too many people who fly "every week" will see this in time, let alone have the time or desire to participate at such instant notice.

To the op (ABC journo), my desire would be that any topic that warrants ABC airtime gets at least a modicum of serious investigation prior to airing. I know that everything is time-poor these days, but I think that if you just spent a few hours reading up on some of the threads contained here in AFF for Qantas and Virgin, you will get an amazing insight from many many real customers.

Within this forum there is an overwhelming desire of members to contribute - to the forum, to discussions, etc. And you will see they come from all viewpoints. Rather than seeing who wants to "put their hand up", if you read through some of the threads you could actively ask some specific posters to participate. I think that would be a very good way to get some balanced or varying viewpoints. As an enthusiastic member of this forum, which I believe to be by far the best source of aviation experience in Australia, I would hate for one of us with extreme views in any particular direction to get on and make comments that could be perceived to be a reflection of this forums opinions. Because no one on here, by them self, can be that person. Because we encourage and enjoy members with many different and often opposing thoughts.

 

[ish]

Would love to do this but given Qantas are a big client of ours, might be a career limiting move!

Good luck though and kudos on reaching out to this community; you’ve definitely come to the right place!

 

[SeatBackForward]

Do you really have to fly these days to be a frequent flier? Aren't these schemes just financial services masquerading as an airline loyalty scheme?

 

[trippin_the_rift]

Do you really have to fly these days to be a frequent flier? Aren't these schemes just financial services masquerading as an airline loyalty scheme?

There's a difference between being a member of the loyalty program, and being a frequent flyer.

The financial services division primary role is to provide a low-cost customer acquisition channel airline tickets. Selling points is a convenient byproduct.

I agree with this. I doubt too many people who fly "every week" will see this in time, let alone have the time or desire to participate at such instant notice.

<snip>

Ever seen media do a story like 'how amazing are the airlines and loyalty programs! wow!!!' It never happens.
It will be an airline beat-up interviewing a couple of folks who feel the airlines are screwing them down on rewards, even though they are 'a loyal member of x/yrs'.

That's the type of fluffy nonsense media most people want to consume. Barely interesting enough to talk to colleagues at work over lunch.

 

[abc journo]

Do you really have to fly these days to be a frequent flier? Aren't these schemes just financial services masquerading as an airline loyalty scheme?

that's an interesting point. I guess I'm using the term in it's literal sense here. The story isn't about loyalty schemes per se, it's about aviation sector in Australia and we want to canvass the views of people who fly frequently.

 

[abc journo]

I live in fear that I ever have to phone QF. Either, it is literally hours on the phone waiting, or they say they will call back but never do. So whatever query or problem may have arisen, it cannot be dealt with. I have gold status, but chose Singapore Airlines that I find superior in every way.

thanks for your comment. it would be good to know more, so please send me your details on email if you have a moment to chat.

 

[abc journo]

I agree with this. I doubt too many people who fly "every week" will see this in time, let alone have the time or desire to participate at such instant notice.

To the op (ABC journo), my desire would be that any topic that warrants ABC airtime gets at least a modicum of serious investigation prior to airing. I know that everything is time-poor these days, but I think that if you just spent a few hours reading up on some of the threads contained here in AFF for Qantas and Virgin, you will get an amazing insight from many many real customers.

Within this forum there is an overwhelming desire of members to contribute - to the forum, to discussions, etc. And you will see they come from all viewpoints. Rather than seeing who wants to "put their hand up", if you read through some of the threads you could actively ask some specific posters to participate. I think that would be a very good way to get some balanced or varying viewpoints. As an enthusiastic member of this forum, which I believe to be by far the best source of aviation experience in Australia, I would hate for one of us with extreme views in any particular direction to get on and make comments that could be perceived to be a reflection of this forums opinions. Because no one on here, by them self, can be that person. Because we encourage and enjoy members with many different and often opposing thoughts.

 

[abc journo]

Please rest assured that putting up a post on this forum is not the only research we do! I'm sure there are many people on this forum qualified to give their views, whether they are a "frequent flier" or someone who flies frequently.

 

[abc journo]

Hi there. My only comment would be your selection criteria. With frequent flyer programs, the more you fly, the better you will get treated. While that's not unreasonable, a top tier frequent flyer may have a very different view of the program to the 'ordinary' passenger.

The very top tiers get through to the call centre instantly. They have the pick of the best seats, and sometimes a spare seat beside them blocked off. They get first crack at meal choices, first class lounges, and on board, sometimes get business class amenities even in economy.

If they need to redeem award seats and there's no availability they can call the airline to request an award seat be created for them.

Try the next level or two down on the status totem... where the vast majority of us 'frequent flyers' are... and the story can be very different. We have to wait one to two hours in a queue just to speak to someone in reservations. The good seats are all blocked off to us for selection. We have great difficulty finding the best-value award seats (those in premium cabins where you save the most money).

The fees and charges on award tickets can be huge - to Europe or America that can be approaching $1000 on top of the points required in premium cabins. Most of that is fuel surcharges that we've already paid once when buying a ticket to accrue the points initially. Then we pay again when redeeming an award.

For economy awards, the cost of the fees and charges - levied by the airline, not government tax - can mean only a tiny saving over actually buying a paid ticket. Except we've paid a whole bunch of points as well.

What would maybe make an interesting story, perhaps in future, would be the possibility of a compensation scheme for passengers in Australia modeled on the European regulations. In Europe, if your flight is significantly delayed you get compensation. If your flight is cancelled you get compensation. If you are denied boarding through overbooking, or downgraded because of overbooking you get compensation.

The compensation offered in Europe means if your flight is cancelled you can actually buy a ticket on another airline and not be out of pocket.

Really great comment. Thanks for your thoughts.

 

[get me outta here]

Email sent w' my phone number. Happy to chat.

thanks for your comment. it would be good to know more, so please send me your details on email if you have a moment to chat.

 

[cqtiger]

I hope you cover regional frequent fliers and the FIFOs not just the Syd canberra melb commute. This is where the big frustrations occur