Dedicated Qantas Club Check extinct

[qantas38]

I just completed a round trip Sydney-Adelaide-Port Lincoln-Adelaide-Melbourne-Sydney. I'm a QF FF Silver member & also a long term member of Qantas Club. Although I fly with QF around 30 times a year it's nearly always domestic so I can't make it to Gold but I think my patronage & loyalty should be a little more rewarded than seems to be the case lately.
In Adelaide last Tuesday I found there's no longer a dedicated check in or bag drop for Qantas Club or Silver members. The business check in was clearly marked under the Business sign (Platinum, Gold) so it appears us Silver's have been shifted back to the same level as the non QF FF passenger. It wasn't long ago that I could use the business check in!
I've also noticed that more flights now feature a 'refreshment' as the meal rather than dinner or breakfast & this offering has become more stingy over the last couple of years. The seat pitch is often no better than VB nowadays & the IFE remains prehistoric unless flying to Perth on a A330/747. I can no longer fly direct to Townsville, Hamilton Island, Maroochydore or the Gold Coast on QF. Places I go to often for business.
It's becoming very clear Mr Joyce is trying to Jetstarise the whole operation. Where's the 'new' food offerings in the club & try to get a free newspaper in the afternoon. Now impossible! Where's my new electronic bag drop luggage tags promised months ago? Joyce doesn't appear to understand QF FF members are paying that little bit more to get a little bit more service. Maybe it's about time I blow my points accrued over the years & just go on the cheap with VB or Jetstar. The money I'll save can pay for a decent feed at the airport or on VB & $5 for Foxtel on VB is a lot better than the rubbish on QF IFE.

 

[tuppaware]

Firstly Welcome to AFF qantas38!

It seems your a little pissed off at Qantas at the moment and there are several issues you have raised. In relation to Qantas Dedicated QC check-in I generally only have carry on (before I hit Gold) so I just went straight to the QP (what we call it around here).

 

[qantas38]

Thanks Tuppaware.

Yeah I'm normally carry on only also for biz travel but this was with the Mrs on hols. I've been on the forum for a little while & thought I should post so vented the spleen a little that Mr AJ deserves plenty more of. I don't think he get's the full service ailine model we all pay that bit more for. That's becoming very apparent.
I'm still P.O'd at losing 150K Golden Wing point when Ansett went bust (Thanks AirNZ) so have a long memory about these things. Unfortunately getting too old to get my money back by wreaking havoc at the QP. (FYI getting a double is nigh impossible except QP Darwin where of an evening the QP bar staff often encourage you to take a double shot. I love that frontier town!

I just found the acronym explanation page & being PS is exactly how QF now make me feel lately. In over 30 years of helping other people manage their businesses it's astounding how much the big end of town no longer recognise service & that a little given makes a lot more earned for the giver! Joyce appears to have little experience in this regard & it'll cost him & the shareholders in the long run.

 

[drron]

Welcome Qantas38.Know exactly where you are coming from.Lucky I joined up as QP life 20 years ago because I certainly wouldn't pay for it now.As a fellow whose home airport is MCY DJ has become my preferred domestic carrier.
Jumped from QFF 9 years ago to Aadvantage and getting close to LTP there.I think some of the criticism QF gets is unfair,your comments though are spot on.
Meant to add there are a lot more QP NBs and PSs than there are WPs.The changes to us are much more substantial than to WPs but just compare the number of posts on anytime access to these threads on QP.

 

[harvyk]

To me it seems DJ are doing all they can to win over loyal pax, and QF are doing all they can to lose them.

A PS or QP member have shown their loyalty to the airline. In one instance they have flown many times (minimum 30 short haul flights or 7 long haul flights (eg SYD-LAX)), and the other they have laid down considerable money to gain access to a lounge which they can only access if they fly with QF.

I know that when I was running a business, if someone either pledged to use my business (could be considered same as purchasing a QP membership), or frequently used my business (could be considered same as a PS), I'd go the little extra to make them feel valued.

 

[jamesD]

To me it seems DJ are doing all they can to win over loyal pax, and QF are doing all they can to lose them.

Spot on I say!

I've only ever flown DJ once (years ago) but am now looking at changing over & dumping Qantas due to their recent changes.

 

[qantas38]

I almost bothered writing to them on the premis that we spend around 30K p.a. with QF. I know it's not a lot but I'm sure DJ would like the dough instead. How many other SME's are like my company? However I've been around long enough that the typical BET(Big End of Town) response would be/mean: 'Dear Customer, thanks for your feedback, we value your comments so much we plan to completely ignore them just as we have from all your like minded counterparts'.

When Joyce was announced as the new QF CEO in July 08 the QF share price was $3.43. Currently it sits at $2.41. This is whilst QF still enjoys probably around 60% of the domestic market & a still significant share of international traffic from AU/NZ during a period when the Oz economy is just about world's best. Why they keep giving away traffic to the middle east carriers & continue to offer almost no options to european cities whilst continuing to reduce service in the name of cutting costs is just plain stupid.

How much is/was QF's safety reputation worth? How many extra tickets did that sell especially amongst the fearful flyer community? What other airline would've got that special mention in the movie Rain Man - priceless! That's global gold but do they use it anymore? Nah, again cut costs, lower engineering standards by moving away from Aussie world's best LAME's to cheaper lower cost OS servicers. Decades of world's best reputation down the tubes. Peace of mind is worth very little now apparently. Bullsh&t! What's that costing QF in profit loss lately?

Here's an anology that's relevant. We all have to buy tyres for the family car. Of all the quality brands advertising when was the last time you saw them flogging best price? What do they offer most of all in their pitch nowadays? Peace of mind - Safety!

Joyce thinks it's all about price & so wants to attack the international markets where QF is lacking not with QF but with & when JQ get's their 787s. The M.E. & SE Asian are not eating into the QF because of price. Jeez he's doing a great job! I think he'd make a great CEO for GoLo!

Most Mega Aussie companies just don't seem to get what consumers want anymore & QF is fast becoming the worst of them. They all want & expect loyalty, launch all sorts of programs & don't get the flow on they could. But QF FF is worth a gazillion now! How much more would it be worth if the benefits that make us feel special & happier to hand over our hard earned remained on offer or was even enhanced?

It's about offering a competitive price whilst offering greater choice, quality service & easy options. If it was only about price then all airlines would be LCC's but they're not are they just as 9 retailers out of 10 are not $2 shops. I remain bewildered how these buffoons in the BET directors 'club' keep getting these jobs! I'l bet if QF got Brett Godfrey out of retirement & said mate you've got this great global brand, immense capital to play with & you can charge $20-$50 per fare more than you did when at DJ on domestic routes & pro-rata those numbers into the international business also. All you've gotta do is show a bit of your flair & let the punters know you care, especially the millions who want to remain loyal but need reasons to do so. He'd do a far better job than Joyce. It wouldn't be difficult.

Most customers just want good reasons why they should spend their money with your company. If you reduce those reasons you're heading in the wrong direction!

I feel a little better now after that venting. Thanks for putting up with me & my diatribe & thanks very much for your replies.

I hope I'm allowed to say this. Google a guy called Martin Grunstein I've been doing a bit of work with lately. Someone who understands what customers want in simple terms. Basic stuff we all want that the BET have generally forgotten. If only I had their capital to play with....

 

[munitalP]

I almost bothered writing to them on the premis that we spend around 30K p.a. with QF. I know it's not a lot but I'm sure DJ would like the dough instead. How many other SME's are like my company? However I've been around long enough that the typical BET(Big End of Town) response would be/mean: 'Dear Customer, thanks for your feedback, we value your comments so much we plan to completely ignore them just as we have from all your like minded counterparts'.

When Joyce was announced as the new QF CEO in July 08 the QF share price was $3.43. Currently it sits at $2.41. This is whilst QF still enjoys probably around 60% of the domestic market & a still significant share of international traffic from AU/NZ during a period when the Oz economy is just about world's best. Why they keep giving away traffic to the middle east carriers & continue to offer almost no options to european cities whilst continuing to reduce service in the name of cutting costs is just plain stupid.

How much is/was QF's safety reputation worth? How many extra tickets did that sell especially amongst the fearful flyer community? What other airline would've got that special mention in the movie Rain Man - priceless! That's global gold but do they use it anymore? Nah, again cut costs, lower engineering standards by moving away from Aussie world's best LAME's to cheaper lower cost OS servicers. Decades of world's best reputation down the tubes. Peace of mind is worth very little now apparently. Bullsh&t! What's that costing QF in profit loss lately?

Here's an anology that's relevant. We all have to buy tyres for the family car. Of all the quality brands advertising when was the last time you saw them flogging best price? What do they offer most of all in their pitch nowadays? Peace of mind - Safety!

Joyce thinks it's all about price & so wants to attack the international markets where QF is lacking not with QF but with & when JQ get's their 787s. The M.E. & SE Asian are not eating into the QF because of price. Jeez he's doing a great job! I think he'd make a great CEO for GoLo!

Most Mega Aussie companies just don't seem to get what consumers want anymore & QF is fast becoming the worst of them. They all want & expect loyalty, launch all sorts of programs & don't get the flow on they could. But QF FF is worth a gazillion now! How much more would it be worth if the benefits that make us feel special & happier to hand over our hard earned remained on offer or was even enhanced?

It's about offering a competitive price whilst offering greater choice, quality service & easy options. If it was only about price then all airlines would be LCC's but they're not are they just as 9 retailers out of 10 are not $2 shops. I remain bewildered how these buffoons in the BET directors 'club' keep getting these jobs! I'l bet if QF got Brett Godfrey out of retirement & said mate you've got this great global brand, immense capital to play with & you can charge $20-$50 per fare more than you did when at DJ on domestic routes & pro-rata those numbers into the international business also. All you've gotta do is show a bit of your flair & let the punters know you care, especially the millions who want to remain loyal but need reasons to do so. He'd do a far better job than Joyce. It wouldn't be difficult.

Most customers just want good reasons why they should spend their money with your company. If you reduce those reasons you're heading in the wrong direction!

I feel a little better now after that venting. Thanks for putting up with me & my diatribe & thanks very much for your replies.

I hope I'm allowed to say this. Google a guy called Martin Grunstein I've been doing a bit of work with lately. Someone who understands what customers want in simple terms. Basic stuff we all want that the BET have generally forgotten. If only I had their capital to play with....

I'm very pro QANTAS, but seriously looking for a LIKE button with this post.

 

[TonyHancock]

I almost bothered writing to them on the premis that we spend around 30K p.a. with QF. I know it's not a lot but I'm sure DJ would like the dough instead. How many other SME's are like my company? However I've been around long enough that the typical BET(Big End of Town) response would be/mean: 'Dear Customer, thanks for your feedback, we value your comments so much we plan to completely ignore them just as we have from all your like minded counterparts'.

When Joyce was announced as the new QF CEO in July 08 the QF share price was $3.43. Currently it sits at $2.41. This is whilst QF still enjoys probably around 60% of the domestic market & a still significant share of international traffic from AU/NZ during a period when the Oz economy is just about world's best. Why they keep giving away traffic to the middle east carriers & continue to offer almost no options to european cities whilst continuing to reduce service in the name of cutting costs is just plain stupid.

How much is/was QF's safety reputation worth? How many extra tickets did that sell especially amongst the fearful flyer community? What other airline would've got that special mention in the movie Rain Man - priceless! That's global gold but do they use it anymore? Nah, again cut costs, lower engineering standards by moving away from Aussie world's best LAME's to cheaper lower cost OS servicers. Decades of world's best reputation down the tubes. Peace of mind is worth very little now apparently. Bullsh&t! What's that costing QF in profit loss lately?

Here's an anology that's relevant. We all have to buy tyres for the family car. Of all the quality brands advertising when was the last time you saw them flogging best price? What do they offer most of all in their pitch nowadays? Peace of mind - Safety!

Joyce thinks it's all about price & so wants to attack the international markets where QF is lacking not with QF but with & when JQ get's their 787s. The M.E. & SE Asian are not eating into the QF because of price. Jeez he's doing a great job! I think he'd make a great CEO for GoLo!

Most Mega Aussie companies just don't seem to get what consumers want anymore & QF is fast becoming the worst of them. They all want & expect loyalty, launch all sorts of programs & don't get the flow on they could. But QF FF is worth a gazillion now! How much more would it be worth if the benefits that make us feel special & happier to hand over our hard earned remained on offer or was even enhanced?

It's about offering a competitive price whilst offering greater choice, quality service & easy options. If it was only about price then all airlines would be LCC's but they're not are they just as 9 retailers out of 10 are not $2 shops. I remain bewildered how these buffoons in the BET directors 'club' keep getting these jobs! I'l bet if QF got Brett Godfrey out of retirement & said mate you've got this great global brand, immense capital to play with & you can charge $20-$50 per fare more than you did when at DJ on domestic routes & pro-rata those numbers into the international business also. All you've gotta do is show a bit of your flair & let the punters know you care, especially the millions who want to remain loyal but need reasons to do so. He'd do a far better job than Joyce. It wouldn't be difficult.

Most customers just want good reasons why they should spend their money with your company. If you reduce those reasons you're heading in the wrong direction!

I feel a little better now after that venting. Thanks for putting up with me & my diatribe & thanks very much for your replies.

I hope I'm allowed to say this. Google a guy called Martin Grunstein I've been doing a bit of work with lately. Someone who understands what customers want in simple terms. Basic stuff we all want that the BET have generally forgotten. If only I had their capital to play with....

Much like munitalP I have been pro Qantas, pretty much a given when you are so close to LTG!, but I have to agree with this post.

I run a small business and we spend about $80,000 with QF a year. QF seem to want to provide lots of reasons to direct this expenditure elsewhere.

 

[straitman]

I almost bothered writing to them on the premis that we spend around 30K p.a. with QF. I know it's not a lot but I'm sure DJ would like the dough instead. How many other SME's are like my company? However I've been around long enough that the typical BET(Big End of Town) response would be/mean: 'Dear Customer, thanks for your feedback, we value your comments so much we plan to completely ignore them just as we have from all your like minded counterparts'.

When Joyce was announced as the new QF CEO in July 08 the QF share price was $3.43. Currently it sits at $2.41. This is whilst QF still enjoys probably around 60% of the domestic market & a still significant share of international traffic from AU/NZ during a period when the Oz economy is just about world's best. Why they keep giving away traffic to the middle east carriers & continue to offer almost no options to european cities whilst continuing to reduce service in the name of cutting costs is just plain stupid.

How much is/was QF's safety reputation worth? How many extra tickets did that sell especially amongst the fearful flyer community? What other airline would've got that special mention in the movie Rain Man - priceless! That's global gold but do they use it anymore? Nah, again cut costs, lower engineering standards by moving away from Aussie world's best LAME's to cheaper lower cost OS servicers. Decades of world's best reputation down the tubes. Peace of mind is worth very little now apparently. Bullsh&t! What's that costing QF in profit loss lately?

Here's an anology that's relevant. We all have to buy tyres for the family car. Of all the quality brands advertising when was the last time you saw them flogging best price? What do they offer most of all in their pitch nowadays? Peace of mind - Safety!

Joyce thinks it's all about price & so wants to attack the international markets where QF is lacking not with QF but with & when JQ get's their 787s. The M.E. & SE Asian are not eating into the QF because of price. Jeez he's doing a great job! I think he'd make a great CEO for GoLo!

Most Mega Aussie companies just don't seem to get what consumers want anymore & QF is fast becoming the worst of them. They all want & expect loyalty, launch all sorts of programs & don't get the flow on they could. But QF FF is worth a gazillion now! How much more would it be worth if the benefits that make us feel special & happier to hand over our hard earned remained on offer or was even enhanced?

It's about offering a competitive price whilst offering greater choice, quality service & easy options. If it was only about price then all airlines would be LCC's but they're not are they just as 9 retailers out of 10 are not $2 shops. I remain bewildered how these buffoons in the BET directors 'club' keep getting these jobs! I'l bet if QF got Brett Godfrey out of retirement & said mate you've got this great global brand, immense capital to play with & you can charge $20-$50 per fare more than you did when at DJ on domestic routes & pro-rata those numbers into the international business also. All you've gotta do is show a bit of your flair & let the punters know you care, especially the millions who want to remain loyal but need reasons to do so. He'd do a far better job than Joyce. It wouldn't be difficult.

Most customers just want good reasons why they should spend their money with your company. If you reduce those reasons you're heading in the wrong direction!

I feel a little better now after that venting. Thanks for putting up with me & my diatribe & thanks very much for your replies.

I hope I'm allowed to say this. Google a guy called Martin Grunstein I've been doing a bit of work with lately. Someone who understands what customers want in simple terms. Basic stuff we all want that the BET have generally forgotten. If only I had their capital to play with....

qantas38,

A great post. Thank you.

 

[qantas38]

PS harvyk Very well put.

The rumors abounding of DJ's forthcoming improvements for FF's are starting to make one consider salivating. The A330's starting in May to Perth from SYD/MEL are a smart move.

However I think Borghetti is getting it wrong trying to QFize VB. Especially on the premium Sydney-Canberra route getting rid of the E170's. A great little plane for thin routes. Reminds me of flying East-West Airlines SYD-MEL via Albury on a Fokker F28 (at least the major distance to Albury) when on a thinner budget than today. The pollies & public servants working in the city of Canberra possessing the highest per capita income of Oz want to fly in jets even if it's only 5 mins faster. People in general want to fly on jets, not boring old less comfortable DHC8's. Q400s whilst a bit faster than 200's/300's still require a tall guy like me to fold their outside foot inwards when in a window seat. They're especially much slower when flying BrisVegas to Rocky or Mackay.

E170's could open many more thin routes such as SYD/MEL to Northern TAS (Devonport/Burnie), SYD/MEL to Port Lincoln (fast growing tourist destination), Perth-Albany/Esperance and also Geraldton, SYD-ADL via Broken Hill (I can assure you I'd pay the extra to fly that on an E170 rather than the 3 hour drone in a noisy +expensive Rex SF340B often via Dubbo. I'm sure the well off FIFO miners would also. SYD-Coffs-BRS, SYD-Tamworth/Armidale-BRS. All smaller towns but bigger destination appeal especially if well promoted. Even the reasonably busy SYD/MEL to Wagga Wagga route without losing too much frequency. I'd bet they'd kill QF even if $10 a seat more as long as they advertise you're flying on a new ultra modern E170 jet! What will happen to the DJ frequency on the Cairns-Townsville route once the 170's are gone. They got my business compared to the prehistoric DHC props offered by QF. Crikey you could fly to many of these places in jet speed/comfort 20-30 years ago! !! Strong headwind, must be in a landing DHC3 Otter as I feel I'm flying forwards yet going backwards!

Air North are getting the picture. A tiny airline based in Darwin with 2 E170's plus a few props for the really short &/or anorexic flights. They get it by launching on top of their mainlines the first of their smart yet thin routes of Darwin-Mount Isa-Gold Coast.

Skywest. Smart but relatively unknown outside of WA.Yep it's boom state but there's still only approx' 2 million people in an area a 3rd the size of Europe with many destinations no larger than 15K people. Old, cheap but well maintained Fokker F100 jets with a standard 34" seat pitch! Compare this with the new 737-838's about to go on the psuedo QF (lower pay JetConnect) routes from AU to NZ. New IFE systems installed, Great! Not much noise from QF about the Jetstaresq 29" seat pitch though.

Back on Skywest, try to book a flght north especially outside of Perth to their many fascinating destinations. Good luck as most seats are sold weeks ahead.
Perth-Kalgoorlie-Melbourne, another smart thin route. This mob is going so well they've just long term leased their first A320. The only thing these two progressive airlines can't match with the big boys is service+destination promotion on the same scale especially outside of their home states. People in the main don't know they exist least of all their often interesting ports of call. I've used them & glad I have.

Qantas Mantra - Repeat after me: Cut costs, lower service. Cut costs, lower service. I'm worried Borghetti's still got a slight infection.

 

[reductionist]

Decent post OP.

I'd like to echo the sentiment expressed in the thread title. My main motivator for joining Qantas Club was the ability to avoid check-in queues. Lounge access was far down on the list of reasons to join (I acknowledge that this is unlike most QC members, but anyway...)

Sure, this next generation check-in system is supposed to be faster and more efficient, but the removal of the advertised priority check-in benefit was poorly timed. The new system wasn't fully deployed when this benefit was removed, and by all accounts it was (and maybe still is) unreliable and unstable.

I'm a patient guy though, I understand that sometimes things don't go to plan. However, even if we pretend that NGCI was ready & stable when priority check-in was removed: Is it right that QC members are required to pay a fee to receive the new bag tags? To put it another way, a benefit I paid for has been removed and I have to fork out more money to use it's replacement. For me personally that's a pretty difficult pill to swallow.

It's been said before. QC members are basically paying Qantas to be loyal to their brand. With this in mind it's not hard to see how QC members like me aren't feeling particularly looked after as a result of the latest round of enhancements.

I have already written to QF twice to express my disappointment. I hope others affected by this will do the same. I regret having booked enough travel to attain WP next month as I honestly don't want to remain loyal to a company that stooges it's customers like this.

When it's all said and done I certainly won't be renewing my QC membership. The lounges just aren't that good.