SnowYeti
Member
- Joined
- Mar 31, 2007
- Posts
- 334
As a continue on from my thread of flying QF with crutches (http://www.frequentflyer.com.au/com...-photos/flying-crutches-qf-syd-bne-19436.html, I thought I'd write up on my experience with DJ flying with crutches as well. This is a mix of flying with DJ, and also their capacity to accommodate PAX with special needs.
As a loyal QF FF, I really wanted to fly to HBA with QF, but $1142 on QF vs $230 on DJ, I'm sorry but DJ gets my business. I booked the flight a few days prior, and as indicated on the website, you must call guest services to book (Internet fares honoured and no service fee). The person was extremely nice, and made me feel very welcome. (Almost like food that you want to keep eating). Once I gave them my Velocity number, things were easy as they had email addresses and all the usual suspects. Got the itinery within minutes in my email.
The Travel Day
SYD segment
The start of the day wasn't that great, with a very OMG o clock start at 3:50am.
After arriving at the airport (1 hour before flight departure with no check in), I had no idea where to go. I could't self check in as my itinery says it was not available. I went to the guest services desk and asked where to go, they said Special Requirements line. Thankfully, because the queue to bag drop was almost longer than QF international Y queue :shock:… I made myself known in the "Special Requirements" queue at the DJ counter. Gave them my Velocity card, and they printed BP. They asked if I needed wheelchair, not being that familiar with T2, I asked how far it was to Gate 39. She said "Oh it's just through security, down a lift and not very far at all.". I didn't like the sound of that, so I asked if I could have wheelchair assistance as already indicated on the system. The check in person wasn't overly happy, maybe it was too early in the morning? 5 mins later, 2 very cute girls came with a wheelchair. I sat down, and got wheeled. Took me to security, I thought they would make me hop through the scanner like they did in T3 last week. They took my bag and crutches off me, put those in the x-ray machine. Got a very light pat down whilst I sat in chair. I was carrying medical sharps (Clexane) and expected these to be questioned. I had documentation and pharmac_ labels ready, but nothing happened (Discussion: http://www.frequentflyer.com.au/community/open-discussion/medical-sharps-onboard-19504.html). Went to the lift, the girls too busy talking and we didn't move. The other blonde asked "Did you press the button" and she goes "Oh oops"… we spent 2 mins in the lift not moving LOL :shock: . The girls didn't appear to have very good people skills, and kept talking about how sweaty their shoes get when doing all day flights. This was not a good start to building a good impression of DJ for me. Waited at Gate for next half an hour … So far the events looked like this :
3:50 Wake up, shower, get ready etc
4:20 Leave Home
4:45 Arrive Syd Long term car park
5:00 Arrive SYD T2
5:15 More people sitting around the airport that you'd ever imagine at this time!
5:30 Was taken to gate in wheelchair
6:10 Boarding
6:30 Flight Departure
So by this time I was quite tired. Time came for boarding. They made an announcement that anyone requiring extra time or infants were welcome to board. Being in this wheelchair, I wasn't sure how I was supposed to make it known! People started queuing in front of me, and I thought I had been forgotten. Someone came running from the aerobridge and came to get me pushing me in front of everyone. Got taken right to the plane door, where I hopped on. Gave them my crutches and other people started boarding. Sat in row 5, (2nd row behind premium economy). This being only the 2nd time on DJ, it wasn't too bad. Leg room was OK, despite my cast restricting movement. The flight map was good to watch, but the advertisements that kept flicking every 10 minutes got rather annoying. The plane was quite full and I had PAX next to me. The FA's were quite pleasant, much younger than what I'm normally used to on QF. I asked about Hobart, if they had aerobridges. I've never been there, don't laugh! Well, the FA did, they had this sheepish grin and said unfortunately no. Stairs are obviously a problem for me, and especially with rain, that's danger. They said they would look after me upon landing.
Everyone got out, I was last out. I moved to the front of the plane on crutches. A man asked me to step out onto the top of stair case, then we entered this "DPL" (Disabled Persons Lift) which was this small cabin to fit me and the operator. We got in and they pulled the gate, then it lowered. I hopped out on crutches, and sat in a golf buggy. Then got taken to quarantine. It was a fresh 11 degrees when we landed, just how I like it! Got in the building, hopped my way through quarantine, then through every man and his dog waiting for their bags. Sat down at Villa and Hut, waited for my friend to pick me up. I guess it wasn't so bad after all, but I really liked the Hobart staff. They were very nice, pleasant and had a great attitude (almost like they loved being there at work, which is rare).
HBA segment
My itinery said I had to be at the airport at 5pm for the 6pm flight. I got to the check in desk, and a very young girl (younger than me) served me. She asked if I needed a wheelchair, and I asked if possible, I would like that. She printed BP and said "I'll be back to get a wheelchair". She went to get a wheelchair, left her counter, and took me through security :shock: … a huge queue of PAX waiting behind too! There was only 1 other counter open. Got to security, it was pretty much the same as SYD. They didn't make me go through the scanner, only pat me down but put crutches and bag through. Lady came back after she had to go through security, and embarrassingly, she forgot my crutches! Went back and got them, wheeled me to the gate and left. She was really nice, talkative and had a great attitude. Just smiled all the way and asked if was anything she could get me while waiting at the gate. I waited 30 minutes. The plane was a bit late, weather was closing in and it was actually pouring. The plane landed, PAX got out, and the team went on to clean it. Within minutes, a boarding announcement was made, and they asked if anyone needed special assistance, please make it known to ground staff. My wheelchair was right next to the boarding lane, but again, people got in front of me and queued up. I just sat there patiently. One of the team came from outside to get me, wheeled me in front of everyone, then another person came running out with an umbrella to put over me. That was really nice of them. Got into the DPL and got lifted up. Got into plane and sat down in row 4. Other PAX started being loaded. Flight was 3/4 full, I had the row to myself, so plenty of room.
The flight was scheduled to land at 8pm, but didn't land till 8.20pm. They told us because of the severe storms in Sydney, planes were taxiing around to land. Once landed, I waited again. A lady came with a wheelchair , got me on, and asked me where I was going. I said I had no baggage, and would appreciate anywhere near the baggage claims as I was going to long term car park. She wheeled me RIGHT to the long term car parking area. And I got off. I was impressed with her attitude, and kindness.
Conclusion
As I have done over 1,000,000 miles in the last 2 years with QF, I don't know if I'm being biased towards QF because of loyalty. I think the DJ could learn a lot off Qantas, but specifically in regards to handling PAX with special needs.
QF seemed more equipped having buggies inside the terminal roaming around, whilst DJ had to manually wheel me around.
QF check in process was much more streamlined and seemed to have more knowledge, experience in respect to handling PAX with special needs. DJ seemed a bit under trained. e.g. In SYD, the check in agent said "You'd need to climb down stairs in Hobart, I think there's only 10 or so, you'll be right". I think that's a bit rich to say that, not knowing personal circumstances.
Is it possible DJ staff in SYD were just tired from being an early start? Sorry, but in business that is not acceptable. Don't like being there? You know where the door is, plenty of other people queuing up to get their job!
QF were people oriented throughout SYD and BNE, asking me how my day was, how I did my injury, anything they could do, while DJ just chatted about shoes!!! Except for the Hobart DJ staff
QF CSM kept coming up to me to make sure I was comfortable. DJ Supervisor (SYD-HBA) didn't check. DJ supervisor (HBA-SYD) came up at least 3 times to make sure I was comfortable.
One memorable thing from the HBA-SYD flight was supervisor said upon landing at destination "So everyone, the weather is warmer, but a little wet. Enjoy your stay in Sydney and have really sweet dreams!"… It was nice not to have something script driven for once "Although we are on the ground … etc".
Medical sharps were a worry, but of course nothing to do with DJ. It's the security contractors. There are probably so many people taking on sharps these days, its normal.
DJ boarding passes are like a supermarket receipt, they look cough! At least QF thermal ones look some what like a BP. I'm all for these though, less impact on the environment.
So now this is 3 flights I've done with DJ, and it is clear that there are some true stars within their team. Some of them are there just for ???? I don't know.
I've done hundreds of flights on QF and although there are stars there too, there is some consistency. Even when they are tired, they do tend to try their best at keeping their smile on and PAX happy.
Would I fly DJ again? I think so. But only if I really needed to (e.g. a fare that was 5 times as much would not warrant flying QF).
I can't wait to fly again without being "one legged". It really takes a lot more energy out of you than you'd imagine.
Well done Virgin. Although there are some inconsistencies, you passed the test.
Thanks for reading, love to hear some comments on my report.
It is now 10pm and I'm home…. it's been a very long day. Good Night!
As a loyal QF FF, I really wanted to fly to HBA with QF, but $1142 on QF vs $230 on DJ, I'm sorry but DJ gets my business. I booked the flight a few days prior, and as indicated on the website, you must call guest services to book (Internet fares honoured and no service fee). The person was extremely nice, and made me feel very welcome. (Almost like food that you want to keep eating). Once I gave them my Velocity number, things were easy as they had email addresses and all the usual suspects. Got the itinery within minutes in my email.
The Travel Day
SYD segment
The start of the day wasn't that great, with a very OMG o clock start at 3:50am.
After arriving at the airport (1 hour before flight departure with no check in), I had no idea where to go. I could't self check in as my itinery says it was not available. I went to the guest services desk and asked where to go, they said Special Requirements line. Thankfully, because the queue to bag drop was almost longer than QF international Y queue :shock:… I made myself known in the "Special Requirements" queue at the DJ counter. Gave them my Velocity card, and they printed BP. They asked if I needed wheelchair, not being that familiar with T2, I asked how far it was to Gate 39. She said "Oh it's just through security, down a lift and not very far at all.". I didn't like the sound of that, so I asked if I could have wheelchair assistance as already indicated on the system. The check in person wasn't overly happy, maybe it was too early in the morning? 5 mins later, 2 very cute girls came with a wheelchair. I sat down, and got wheeled. Took me to security, I thought they would make me hop through the scanner like they did in T3 last week. They took my bag and crutches off me, put those in the x-ray machine. Got a very light pat down whilst I sat in chair. I was carrying medical sharps (Clexane) and expected these to be questioned. I had documentation and pharmac_ labels ready, but nothing happened (Discussion: http://www.frequentflyer.com.au/community/open-discussion/medical-sharps-onboard-19504.html). Went to the lift, the girls too busy talking and we didn't move. The other blonde asked "Did you press the button" and she goes "Oh oops"… we spent 2 mins in the lift not moving LOL :shock: . The girls didn't appear to have very good people skills, and kept talking about how sweaty their shoes get when doing all day flights. This was not a good start to building a good impression of DJ for me. Waited at Gate for next half an hour … So far the events looked like this :
3:50 Wake up, shower, get ready etc
4:20 Leave Home
4:45 Arrive Syd Long term car park
5:00 Arrive SYD T2
5:15 More people sitting around the airport that you'd ever imagine at this time!
5:30 Was taken to gate in wheelchair
6:10 Boarding
6:30 Flight Departure
So by this time I was quite tired. Time came for boarding. They made an announcement that anyone requiring extra time or infants were welcome to board. Being in this wheelchair, I wasn't sure how I was supposed to make it known! People started queuing in front of me, and I thought I had been forgotten. Someone came running from the aerobridge and came to get me pushing me in front of everyone. Got taken right to the plane door, where I hopped on. Gave them my crutches and other people started boarding. Sat in row 5, (2nd row behind premium economy). This being only the 2nd time on DJ, it wasn't too bad. Leg room was OK, despite my cast restricting movement. The flight map was good to watch, but the advertisements that kept flicking every 10 minutes got rather annoying. The plane was quite full and I had PAX next to me. The FA's were quite pleasant, much younger than what I'm normally used to on QF. I asked about Hobart, if they had aerobridges. I've never been there, don't laugh! Well, the FA did, they had this sheepish grin and said unfortunately no. Stairs are obviously a problem for me, and especially with rain, that's danger. They said they would look after me upon landing.
Everyone got out, I was last out. I moved to the front of the plane on crutches. A man asked me to step out onto the top of stair case, then we entered this "DPL" (Disabled Persons Lift) which was this small cabin to fit me and the operator. We got in and they pulled the gate, then it lowered. I hopped out on crutches, and sat in a golf buggy. Then got taken to quarantine. It was a fresh 11 degrees when we landed, just how I like it! Got in the building, hopped my way through quarantine, then through every man and his dog waiting for their bags. Sat down at Villa and Hut, waited for my friend to pick me up. I guess it wasn't so bad after all, but I really liked the Hobart staff. They were very nice, pleasant and had a great attitude (almost like they loved being there at work, which is rare).
HBA segment
My itinery said I had to be at the airport at 5pm for the 6pm flight. I got to the check in desk, and a very young girl (younger than me) served me. She asked if I needed a wheelchair, and I asked if possible, I would like that. She printed BP and said "I'll be back to get a wheelchair". She went to get a wheelchair, left her counter, and took me through security :shock: … a huge queue of PAX waiting behind too! There was only 1 other counter open. Got to security, it was pretty much the same as SYD. They didn't make me go through the scanner, only pat me down but put crutches and bag through. Lady came back after she had to go through security, and embarrassingly, she forgot my crutches! Went back and got them, wheeled me to the gate and left. She was really nice, talkative and had a great attitude. Just smiled all the way and asked if was anything she could get me while waiting at the gate. I waited 30 minutes. The plane was a bit late, weather was closing in and it was actually pouring. The plane landed, PAX got out, and the team went on to clean it. Within minutes, a boarding announcement was made, and they asked if anyone needed special assistance, please make it known to ground staff. My wheelchair was right next to the boarding lane, but again, people got in front of me and queued up. I just sat there patiently. One of the team came from outside to get me, wheeled me in front of everyone, then another person came running out with an umbrella to put over me. That was really nice of them. Got into the DPL and got lifted up. Got into plane and sat down in row 4. Other PAX started being loaded. Flight was 3/4 full, I had the row to myself, so plenty of room.
The flight was scheduled to land at 8pm, but didn't land till 8.20pm. They told us because of the severe storms in Sydney, planes were taxiing around to land. Once landed, I waited again. A lady came with a wheelchair , got me on, and asked me where I was going. I said I had no baggage, and would appreciate anywhere near the baggage claims as I was going to long term car park. She wheeled me RIGHT to the long term car parking area. And I got off. I was impressed with her attitude, and kindness.
Conclusion
As I have done over 1,000,000 miles in the last 2 years with QF, I don't know if I'm being biased towards QF because of loyalty. I think the DJ could learn a lot off Qantas, but specifically in regards to handling PAX with special needs.
QF seemed more equipped having buggies inside the terminal roaming around, whilst DJ had to manually wheel me around.
QF check in process was much more streamlined and seemed to have more knowledge, experience in respect to handling PAX with special needs. DJ seemed a bit under trained. e.g. In SYD, the check in agent said "You'd need to climb down stairs in Hobart, I think there's only 10 or so, you'll be right". I think that's a bit rich to say that, not knowing personal circumstances.
Is it possible DJ staff in SYD were just tired from being an early start? Sorry, but in business that is not acceptable. Don't like being there? You know where the door is, plenty of other people queuing up to get their job!
QF were people oriented throughout SYD and BNE, asking me how my day was, how I did my injury, anything they could do, while DJ just chatted about shoes!!! Except for the Hobart DJ staff
QF CSM kept coming up to me to make sure I was comfortable. DJ Supervisor (SYD-HBA) didn't check. DJ supervisor (HBA-SYD) came up at least 3 times to make sure I was comfortable.
One memorable thing from the HBA-SYD flight was supervisor said upon landing at destination "So everyone, the weather is warmer, but a little wet. Enjoy your stay in Sydney and have really sweet dreams!"… It was nice not to have something script driven for once "Although we are on the ground … etc".
Medical sharps were a worry, but of course nothing to do with DJ. It's the security contractors. There are probably so many people taking on sharps these days, its normal.
DJ boarding passes are like a supermarket receipt, they look cough! At least QF thermal ones look some what like a BP. I'm all for these though, less impact on the environment.
So now this is 3 flights I've done with DJ, and it is clear that there are some true stars within their team. Some of them are there just for ???? I don't know.
I've done hundreds of flights on QF and although there are stars there too, there is some consistency. Even when they are tired, they do tend to try their best at keeping their smile on and PAX happy.
Would I fly DJ again? I think so. But only if I really needed to (e.g. a fare that was 5 times as much would not warrant flying QF).
I can't wait to fly again without being "one legged". It really takes a lot more energy out of you than you'd imagine.
Well done Virgin. Although there are some inconsistencies, you passed the test.
Thanks for reading, love to hear some comments on my report.
It is now 10pm and I'm home…. it's been a very long day. Good Night!
