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- Nov 12, 2012
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Qantas is doing it tough, we hear, so its cutting, squeezing and pinching all over the place.
Any improvements in customer experience, to leaven the current squeezes etc will have to come at no or little revenue cost, so what are they? Here are a couple of my suggestions:
1. Make Priority Boarding work if not all the time, then almost all of the time. It should be happening, they have the gear for it, so its a matter of enforcement. (I don't include making priority bags work, as clearly that involves several tiers of organization, which would take some effort on QF's part to fix).
2. Enforce 'reasonable person' standards in all QPs. I haven't been to the Perth QP in years, but there and elsewhere we hear about yobbish behavior. Enforce behavior and dress standards such that the QP is an environment that a 'reasonable person' # would expect. As others have indicated, firmly link any first warning to the dis-allowance of boarding if the problematical issue continues.
# "reasonable person' is deliberately ambiguous to give everyone a bit of latitude. But if a guest is an obvious PITA, jump on them.
3. Better service on QFi flights. Not talking about more FAs, just that their demeanor, on average, could come more into line of their domestic or Asian counterparts. A visit by the CSM, reading my name off a list is more of an interruption than anything. If they can't bring themselves to the service level of their CX, SQ etc counterparts, then 'OK', but there is a lot of ground that could be made up, just by attitude etc (in many but not all cases, of course!)
4. Be more transparent and, frankly, honest in announcements of airline, QFF, etc etc changes. OK, we get it, you have to cut or reign in costs. Don't insult us by saying that something is 'simpler and fairer' when its plainly not, at least on the information you give us. For example, say: "Our current earning table is too generous in that our QPs are becoming quite crowded and lessening the experience for our most valued customers. So we are raising the bar a bit and changing the earn structure ..."
5. Proof read announcements and changes to the web site. Can't be that difficult to find some-one who has adequate grammar and spelling skills and/or can test-drive a changed web site to see that it works as it should.
6. Down-grade :shock: domestic J 'snacks' . The last few of these flights I've taken (HBA-MEL or return) after a mid morning departure, we were offered 2 hot choices - with sizes easily enough for lunch. Maybe it is cheaper to offer these possibly lunch-produced meals as mid morning snacks, but I think they are much more than necessary and QFd could save a bit by making it a true snack. BUT take the savings and bring back hot towels in J!
Any improvements in customer experience, to leaven the current squeezes etc will have to come at no or little revenue cost, so what are they? Here are a couple of my suggestions:
1. Make Priority Boarding work if not all the time, then almost all of the time. It should be happening, they have the gear for it, so its a matter of enforcement. (I don't include making priority bags work, as clearly that involves several tiers of organization, which would take some effort on QF's part to fix).
2. Enforce 'reasonable person' standards in all QPs. I haven't been to the Perth QP in years, but there and elsewhere we hear about yobbish behavior. Enforce behavior and dress standards such that the QP is an environment that a 'reasonable person' # would expect. As others have indicated, firmly link any first warning to the dis-allowance of boarding if the problematical issue continues.
# "reasonable person' is deliberately ambiguous to give everyone a bit of latitude. But if a guest is an obvious PITA, jump on them.
3. Better service on QFi flights. Not talking about more FAs, just that their demeanor, on average, could come more into line of their domestic or Asian counterparts. A visit by the CSM, reading my name off a list is more of an interruption than anything. If they can't bring themselves to the service level of their CX, SQ etc counterparts, then 'OK', but there is a lot of ground that could be made up, just by attitude etc (in many but not all cases, of course!)
4. Be more transparent and, frankly, honest in announcements of airline, QFF, etc etc changes. OK, we get it, you have to cut or reign in costs. Don't insult us by saying that something is 'simpler and fairer' when its plainly not, at least on the information you give us. For example, say: "Our current earning table is too generous in that our QPs are becoming quite crowded and lessening the experience for our most valued customers. So we are raising the bar a bit and changing the earn structure ..."
5. Proof read announcements and changes to the web site. Can't be that difficult to find some-one who has adequate grammar and spelling skills and/or can test-drive a changed web site to see that it works as it should.
6. Down-grade :shock: domestic J 'snacks' . The last few of these flights I've taken (HBA-MEL or return) after a mid morning departure, we were offered 2 hot choices - with sizes easily enough for lunch. Maybe it is cheaper to offer these possibly lunch-produced meals as mid morning snacks, but I think they are much more than necessary and QFd could save a bit by making it a true snack. BUT take the savings and bring back hot towels in J!