Dear Mr Joyce...

[dajop]

I prefer the Qantas on-board staff to SQ. Generally, the Qantas ones show initiative with kids, casually chat to customers and make you feel like your back in Aus as soon as you step on-board.
SQ staff are polite and efficient - however they're also meek, timid and lacking initiative.

Yes and no. I've found in recent times that I've had some casual chats with SQ staff too (mainly in J, not Y unless seated at exit row). I think points of reference help, and shared cultural factors, and it's a lot easier to have a conversation with someone if you have something in common, so it is natural that QF FA's have easier chats with Australian (or English!) passengers. With SQ I've found it easier to have such casual chats since living in Singapore, as there are points of reference we can talk about. More than just a few of them would be anything but meek and mild if you take them out of the constraints of their rigorous training. I've seen SQ staff behave in the same manner as QF staff when it comes to recalcitrant passengers (not stowing hand luggage, getting up before plane stops, etc), something that can't be said for some other SE Asian airlines.

II love it when FA's enjoy a bit of banter. On my recent international trips the QF Air Crews have been very good.

The banter thing can be a careful balance. One thing that I've seen a few too many times for my liking is QF crew (over) responding to a passenger or two they are enjoying a good conversation with at the expense of other passengers, in both Y & J cabins. Fine to have some banter, but when it means fawning over a handful of passengers and ignoring the rest that is not a good thing.

The other that is exceedingly difficult for anyone to overcome, is the cultural factors when it comes to service. It is interesting when flying on Emirates (which have probably the most multicultural crew out there) to see how the different nationalities serve and interact with passengers. Varies wildly.

 

[Durin's Bane]

One small thing recently though travelling on the new CX J - this blows QF out of the water. Every element of it was better than QF J even on the A380. One special thing for me was the ability to run my iPad's video through the huge screen - great for someone who watches my TV and movies on the iPad normally rather than in flight movies.

I've booked a HKG to JFK leg in CX in the new J class end of the year... looking forward to it!!

 

[Sprucegoose]

Would it really be a difficult engineering feat to include both the 2-pin / 3-pin combo AND a 3.5mm stereo jack in the seat arm? My estimate is the cost of the gear would be less than $100 per plane.I also keep an adapter in my travel folder... just one more of those things I always take with me when I travel.

Computer says NO..........

 

[lsmi4126]

Getting back to the OT - a few more of my 'like to sees' (I'm looking forward to the flaming...).

1. The first batch of B787's go into the QF mainline fleet (as opposed to the already modern Jetstar fleet), replacing the tired old kero guzzling B763's and 'borrowed' A330s, and perhaps going a little way towards stemming the 'unsustainable loss-making international network' we keep hearing about. I suspect however the first batch will be -8's, with the later -9's being more suited to QF mainline and mgt are unwilling to deliver the -8's new to QF and then palm them off to Jetstar when the -9's arrive.
2. A direct QF metal SYD - YVR service. I'm in Canada a lot and really would prefer not to have to transit through LAX, which is even more of a problem now that SYD - SFO is gone. If Air Canada can make the route viable, I feel sure there's room for QF (yet another case for the B777??). Plus, imagine being able to be in Whistler from Sydney in less than 18 hours without having to deal with Air Canada... To that end, a partnership with a domestic Canadian airline would be good (I realise there are only a couple).
3. A pipedream (and an alliance & regulatory nightmare no doubt), but it would be great to get to all major world hubs going either way around the world on QF metal so, a RTW QF metal service - I'm thinking an A380 / B747 & A330 / B787 combo. I know I'd always pick it over the AA & BA alternatives. New flights needed:
   • LAX -> LHR / LHR -> LAX (A380 or B747), and/or
   • JFK -> LHR / LHR -> JFK (A330 / B787 tacked on to the existing QF25/26/107/108 duty).
4. Slightly off-topic, the ability to hide Jetstar flights from availability searches on the QF website. I really think this has a negative effect on QF as a premium brand, especially for the unsuspecting traveller looking to book a trip to / within Australia on the 'flying Kangaroo'.
5. Limo service for Intl F flights & WP1 from Australian capital cities. Something to aspire to.
6. Activate OnAir in the A380s.
7. Don't expect customers to pay a premium to fly on 22 year old two-class B744's with seats that are falling apart, dirty 'water' running down bulkheads, toilets coming away from the 'wall' and AVOD screens with more dead pixels than working ones (a recent international experience on VH-OJD before it was moved to SYD - PER, and may have since seen some work during it's month at Avalon) - either accept that the fleet is not as it was planned to be, do some work on them and present a decent hard product or dump them and wet-lease some new alternatives until the new fleet is large enough. Same goes with the B763s and B734s. The AA fleet condition is not something QF should be aspiring to. I pay more to book a hire car than a cab as I know I'm going to have a better experience - both from the driver and in someways more importantly, the quality of the car and ride. IMHO, the same should apply to QF (and to the industry as a whole) - why do you expect me to pay more than the alternatives without offering me a better experience (experience being more than just a 'free' meal and a TV screen)?
8. Understand that to frequent travellers, the seat / aircraft / routing etc is just as important as the destination. Allow me to see seat availability on the QF site before booking instead of making me check EF or Expedia. And while you're at it, an entirely new website and booking engine. The current (old) one is so clunky these days.
9. Along the same lines, standardise the hard product across the fleet.
10. Again, slightly off-topic but float Jetstar and let it fend for itself. I don't care if QF maintains a stake, just separate the two entities.
11. Reasonable prices for non-codeshare connections would be great to see. I can't really justify paying $2K for a $120 domestic US leg just to have it show on my QF account.

That's all I have for now.

 

[Vinny]

As i said earlier, the AFF board's comments have certainly made a turnaround since last time I visited a few years ago. I decided to return rarely and it's probably why I found other places to visit on the net. To criticise QF was seen as an act of treason and treated accordingly. So refreshing now!! Just because QF still calls Australia home and has a kangaroo on its tail does little to make up for its shortcomings compared to other airlines. I'm not that shallow. And that's not enough for me to continue flying with them. Time to change advertising and product offered.

My gripes/suggestions further than what I mentioned pages ago, while seated next to some pax they seem to have the undivided attention of a number of FAs. Are they QF staff? Board members? Rellos of FAs? Better looking? Soapie performers I've never heard of or ever will? cough stars? I guess QF staff. One FA apologised about 8 times that the requested window seat (mine) was not available to whoever was a valued customer, complete with stares and unpleasant looks at me. I was made to feel so welcome on that flight. :evil: And why am I denied a desert when the mystery person beside me is offered seconds along with an extra drink run?

QF advertises they have a self service bar in J and I think on Y on the A330. On a long flight I am unable to sleep so rather than summons an FA by pressing the ignore button I sometimes check out what's in the self service bar. I need the walk anyway. It seems to be the exclusive domain of some FAs and the reception on arrival is less than welcoming to say the least. For a large number of pax, they are regarded by FAs to be little more than an irritation and an annoyance to their social time. They probably had to stay awake or had some nice juice conversation happening about the FAs in another section. Customers have ears.

I have flown CX twice recently in J class and the difference is amazing. Even when I walk in on their meal time i'm greeted very politely and with a fun attitude, with questions about how I'm enjoying the flight, how did I find HK etc. They even say how frequent flyers on QF notice the difference on CX and appreciate it. It's then that I ask for a customer survey form to convey my appreciation of the staff. I always leave the form unsealed as I'm sure the staff would like to read it and it provides instant feedback.

When I fly Y on QF, seat pitch and width are torturuous. Even in J I have to crawl over someone. Asian airlines can arrange seating that's comfortable so why can't QF? Will it send QF broke if I offer points for an upgrade from Y to Y+ or J only to be refused and seeing a dozen or so empty J seats? Are my points not worthy or do they just not care? Is it worthwhile amassing points? I would fly with them more if they looked after me. It makes me wonder why I have a large bank of points if they are not willing to be accepted. Other airlines would gladly accept my business. And they do. And they are getting my business.

If an issue is brought to the attention of an FA such as a moron spills red wine all over me and despite calling the ignore button with no offer assistance even when asked, of a cloth to wipe the wasted liquid off me and my clothing along with MacBook was ignored . Then not being helped at all by a FA who tells me he is a CSM but hides his nametag for the rest of the flight. If a promise of compensation by customer nonservice, honour it. It's of no use to make a promise of compensation which is not honoured, just ignored, or even an apology mailed from some lame proforma. Clothing is ruined - which is why I carry a spare. Nearly a year now with no resolution. It's how customers value flying an airline and consider checking out and booking other airlines. And I do!

AJ, as an Irishman you have my fraternal admiration for what you have achieved with J* and your earlier career. It's not easy for an Irishman to be appointed to the positions you have achieved over the world and your efforts in the past have been noteworthy. You obviously have people skills. But please look at the QF share price compared to a few years ago and compare it to now. It's more than sad. Dismal doesn't even come close. Give Australians and others around the world consistent product and one that is worth paying for. Give the customer a reason to confidently book QF and the bottom line will start to take care of itself.

In the meantime I love CX (even the coffin seats) and am becoming more impressed with VA every time I fly with them. OZ - Asiana is one airline QF should look at. I'd fly them much so much more of they flew out of BNE. Their frequent flyer program is certainly worth a look as well.

AJ, Tá fáilte roimh an-TáYou san Astráil ach Qantas gá aird i bhfad. (That was for AJ) It's what I can remember from what my Grandparents taught me so I hope granny didn't slip in a rude one. It would be much unlike her. A LCC carrier like AEr Lingus is so much more pleasant to fly. Why isn't QF?

For the record my flights and points which once were given to QF (via a number of OW carriers other than QF) now go to airlines such as VA, MH and occasionally OZ. And I'm loving it! QF you've lost me. I'm on of the lucky ones who can afford to fly around the world several times a year. It will take a lot to get me back. I don't miss QF at all.

 

[Vinny]

Just another one. During an industrial dispute whereby QF was offering very little in return, I had to suffer the tirades of two FAs on the bus from the international terminal to the domestic terminal about their pay and conditions. While extremely sympathetic to their claims the lazy morons copped an earful from several pax from LAX to SYD who were on the flight in question.

Many do deserve a better industrial agreement while other deserve a map to the local CES if they are at all able to follow it.

 

[elbarto]

while other deserve a map to the local CES if they are at all able to follow it.

And those probably wouldn't work out that the CES was phased out many years ago!

 

[Sprucegoose]

And those probably wouldn't work out that the CES was phased out many years ago!

Use the term PAL Knackery instead, to eliminate any cross generational confusion!

 

[drron]

.Don't expect customers to pay a premium to fly on 22 year old two-class B744's with seats that are falling apart, dirty 'water' running down bulkheads, toilets coming away from the 'wall' and AVOD screens with more dead pixels than working ones (a recent international experience on VH-OJD before it was moved to SYD - PER, and may have since seen some work during it's month at Avalon) - either accept that the fleet is not as it was planned to be, do some work on them and present a decent hard product or dump them and wet-lease some new alternatives until the new fleet is large enough. Same goes with the B763s and B734s. The AA fleet condition is not something QF should be aspiring to. I pay more to book a hire car than a cab as I know I'm going to have a better experience - both from the driver and in someways more importantly, the quality of the car and ride. IMHO, the same should apply to QF (and to the industry as a whole) - why do you expect me to pay more than the alternatives without offering me a better experience (experience being more than just a 'free' meal and a TV screen)?
.

I wholeheartedly agree with your comments on the QF 747's and 763's.Having flown twice in the F cabin of a QF 747 in the last 6 weeks it certainly falls far short of competitors standards.
However you are a little off in your comments on the AA fleet.Long haul F is now the 777 and we flew this as well.Beats the QF 747 product easily.Their medium haul 767 J product is also not too bad.
Domestically they are refurbing the 757s,adding new 737s and next year refurbing the existing 737s.The old MD80s are gradually retiring,not before time!

 

[lsmi4126]

However you are a little off in your comments on the AA fleet.Long haul F is now the 777 and we flew this as well.Beats the QF 747 product easily.Their medium haul 767 J product is also not too bad.
Domestically they are refurbing the 757s,adding new 737s and next year refurbing the existing 737s.The old MD80s are gradually retiring,not before time!

Do a trans-atlantic red-eye in the centre seat (E) in Y...

 

[LiamR]

Great to hear everybody's thoughts... It sounds like there are some areas in which Qantas need to improve.

To sum up, would these sound like the main points that need to be improved?

Attitude of Staff. (Mostly based on the next point)
Low morale within the airline.
Consistency of Product Offering.
Condition of Aircraft & Onboard Catering.
A general lack of 'magic' associated with the Qantas brand. (Virgin seem to have that 'flair' just look at their latest TV ad.
Constant cost cutting, making the brand feel cheep. Loosing its premium edge over the competition.
Senior Executives constantly talking down the Qantas brand.

Sound like the main points?

 

[TonyHancock]

A general lack of 'magic'

A bit unfair, I'm still learning the ropes with my Tommy Cooper magic kit, and I'm unable to take live doves or rabbits on board with me. (Whilst i accept that the decapitation of the mouse was unfortunate, it shouldn't be held against me.)

I can and will bring the magic back, now where are my QF playing cards?*

* Misha feel free to apologise for me at any time!

 

[Misha]

* Misha feel free to apologise for me at any time!

No problem. I note that it is not yet 9pm, but as we are so close to June 30 and work is crazy as ever - I have opened the first bottle of Yalumba: and am ready to be your proxy.

LiamR - any feedback yet on advice to Mr. Joyce???

Would be great to get formal responses from QF reps on AFF?

*did they already?.. can't remember all posts on this thread and have been away a bit*

 

[JohnK]

Firstly, I would like to see more consistency in on board service especially on international services. I am not interested in flying Jetstar and I am paying a premium to fly Qantas. A lot of the cabin crew look stale and are simply going through the motions. Waiting. I guess they are waiting for some sort of redundancy package.

Secondly, I would like to see international schedules improved. LAX and LHR are not the only international destinations that are important. Give your customers a valid reason to fly Qantas. I want to get to SIN/BKK/HKG early afternoon to give me time to make same day connections not have to overnight and then take off again in the morning.

Thirdly, release Jetstar....

 

[robertson1]

Earlier this week I did a BNE-SYD-PER-KTA JASA SC run. During the trip I had a wide range of Qantas hard product: 5 abreat Dreamtime config on OGT for BNE-SYD, Skybed Mk 1 on OJD for SYD-PER-SYD, Millenium seating on the 738 for PER-KTA-PER and Millenium on OGI from SYD-BNE.

I also had a wide range of lounges: Business Lounge in BNE and SYD, normal QP in PER and the 'Regional Lounge' in KTA.

My point is this: the journey contrasted the differing hard product and lounge options offered by QF on the domestic network. The differences are significant between them.

As a Qantas customer I accept that any airline the size of QF with its diverse route structure is going to have different hard products and lounges targeted to the markets they serve. There are, however, things which can be made consistent. For example, on all my sectors, the catering was consistent. Same glassware, plate set up, sequence of service (plus a few extra flourishes for the longer sectors) and even the exact same packaged nuts.

The IFE was consistent. When I say consistent, I mean the audio channels and the programming. It was obviously different on the 744, but the hardware is there to provide it.

The one thing which was NOT consistent, and which really reinforces so much of what's been said in this thread so far (and I've read all the posts so far), is the levels of customer service.

On the ground, the staff were fine. In the air, I got the extremes Qantas has to offer. On the SYD-PER sector, I would describe the three flight attendants working in the front J section (the nose and rows 23 and 24) as abrubt and generally unimpressive. The CSM, however, was good. On PER-SYD, the staff were great, particularly the CSM.

As we all know, a crew can make or break a flight from a customer experience point of view. The hardware, however good it may be, can only ever take a flight to a certain level of enjoyment. The rest comes with the human element.

So Mr Joyce, realise that you're greatest, most valuable asset, which can add or detract from the brand with equal measure, is already with the airline and wearing the uniform. Treat them well, make them proud of the airline, make them want to work for you. Provide incentive.

After all, when I get a good QF crew, I feel very proud of the airline and the fact QF still has so much right with it. It would be great if more people could experience this, consistently. The solution comes from the top down, with the culture you set and the value systems you oversee. That, after all, starts at the top.

 

[RSD]

I would like to see some code share flights on Royal Jordanian? Not necessarily into Europe as that would be competing against QF, but instead on some of the Middle East routes that RJ flies - it's a big hole in QF's coverage that they aren't doing anything about and Emirates, Qatar etc are reaping the rewards. People could then fly QF to Bangkok and pick up RJ from there.

 

[Vinny]

Firstly, I would like to see more consistency in on board service especially on international services. I am not interested in flying Jetstar and I am paying a premium to fly Qantas. A lot of the cabin crew look stale and are simply going through the motions. Waiting. I guess they are waiting for some sort of redundancy package.

Agree totally here. Every flight is a lottery with how ground staff and cabin staff behave. Mr J send some of your staff - or me - on a few flights and have them report honestly on their experiences. There are times I swear to myself never to get on a QF flight again. I'm quite happy for my platinum status card to diminish to a throw in the bin bronze card. What you don't understand without throwing your arms in the air complaining is that there are other airlines who offer a better and more consistent product at a better price.

The only consistent thing about the QF product is that it's inconsistent. And has been for years. Old planes, service ranging to reasonable to treating pax with contempt. Customer service is beyond a joke.

Or is QF to become Jet* with a rat on the tail and charging exorbitant prices for the privilege. Nice try but I'm not patriotic at all.

AJ., you have left Jet* and now supposedly running QF. You seem to have forgotten that. Does REDROO ever read these threads or only comment on what is positive?

 

[Deleted User]

Is also posted in the tiger thread, but thought I'd bump it here as it is also related to discussions here...

"Qantas chief executive Alan Joyce discusses the airline, and competition in the airline industry as Tiger's suspension continues."

YouTube - ‪Qantas benefits from Tiger woes Inside Business Interview 10 7 2011‬‏

 

[oz_mark]

Is also posted in the tiger thread, but thought I'd bump it here as it is also related to discussions here...

"Qantas chief executive Alan Joyce discusses the airline, and competition in the airline industry as Tiger's suspension continues."

YouTube - ‪Qantas benefits from Tiger woes Inside Business Interview 10 7 2011‬‏

It's worth listening too - as it makes some comments on the upcoming announcements on August 24.

Another thing that was of note that he comments that Qantas currently has an excess of pilots and they have been managing that through getting the annual leave balances down. This might be why they have opened the door for those that want to go to Emirates for a stint.

 

[RSD]

A quick question re what I posted above about the Middle East - can someone who is knowlegeable about aircarft flying ranges tell me if Amman can be reached from any Australian airports by aircraft currently in the QF fleet? I did some quick checking on the QF website last night and you can't even book a flight to Cairo or Dubai on it - not even via London with a BA codeshare onwards from there.