If you had a day to spend with AJ to fix QF what would you say ?

[woodborer]

I’m single handedly running the campaign to get a domestic J lounge for Radders. When it happens you can all thank me

It's on the cards (as the current lounge is pretty much designed as two lounges)

 

[Mattg]

I would probably ask AJ to try calling the Qantas contact centre as a Bronze member/without entering a frequent flyer number, wait on hold until somebody answers, then attempt to book something even just slightly complicated.

Or, try sending an email to the Qantas Frequent Flyer Service Centre and see whether you get a reply that actually answers your question in less than two months. (Sadly, I say this from experience.)

Outsourcing your call centres without investing in enough new staff - or adequate training - may cut costs in the short term. But this also comes at a cost (both financial and reputational) which in the long run may be higher than whatever money you've saved.

I enjoy flying with Qantas. But for the first time in a long time, I've decided this year not to bother renewing my Qantas status and the shockingly poor service I receive on the ground is the main reason.

 

[admin]

I would probably ask AJ to try calling the Qantas contact centre as a Bronze member/without entering a frequent flyer number, wait on hold until somebody answers, then attempt to book something even just slightly complicated.

Or, try sending an email to the Qantas Frequent Flyer Service Centre and see whether you get a reply that actually answers your question in less than two months. (Sadly, I say this from experience.)

Outsourcing your call centres without investing in enough new staff - or adequate training - may cut costs in the short term. But this also comes at a cost (both financial and reputational) which in the long run may be higher than whatever money you've saved.

I enjoy flying with Qantas. But for the first time in a long time, I've decided this year not to bother renewing my Qantas status and the shockingly poor service I receive on the ground is the main reason.

I agree 100%. Support from the Qantas service is nothing short of a disgrace. I'm in the process of trying to get a oneworld award flight booking ticketed. After countless calls, text messages, app messages etc I'm still waiting after 2 weeks. I've been a Qantas frequent flyer since 1996 and have never before experienced such poor service. Shame on you Qantas, shame on you Alan Joyce. Your decision to cut costs by reducing service levels is short-sighted and will end up costing Qantas dearly.

 

[Deleted member]

Well people should send a message and start flying someone else instead. Not going to happen, therefore there is no incentive for QF to fix it!!!

People need to face up to the fact that QF have a stronghold on the Australian market, like it or not, and they will continue to send one fingered salutes to the travelling public unless they start deserting them in droves!

I am close to LTG, once I have attained that, I shall be more discerning in my choice of carrier.

 

[Katie]

I would want to swap bodies with him and make him sit (in my body) in a Y middle seat, just a regular middle seat, to Asia so he might be convinced that tall leisure travelllers would like Y+ on these "short" flights!!

 

[Albert_Thurgood]

(3) Introduce domestic premium economy (and stop pretending the existing front seats on 737s are business class);

+1 for this! 737 J is "business lite".

(Even without Y pax space-invading to the J toilet).

 

[Melburnian1]

...I enjoy flying with Qantas. But for the first time in a long time, I've decided this year not to bother renewing my Qantas status and the shockingly poor service I receive on the ground is the main reason.

Obviously yet another time when I'd be incorrect, but my guess would have been that you fly so much as an AFF guru that you'd have 'status' with a large number of airlines.

Post automatically merged: Feb 5, 2020

I would want to swap bodies with him and make him sit (in my body) in a Y middle seat, just a regular middle seat, to Asia so he might be convinced that tall leisure travelllers would like Y+ on these "short" flights!!

Or from LHR to Oz, as I did once. Not far off torture. Haven't been on QF longhaul since, and don't miss it in the slightest.

 

[stoney]

Do you think AJ would listen to anybody? The only thing that will change the current QF culture is serious competition. I can not see that either.
I choose not to use QF if there is a better alternative, for all of the reasons mentioned. This option is also becoming a bit of a struggle.
It never ceases to amaze me that investors are willing to buy into airlines as there is a massive history of failure and poor returns to investment. Go figure!

 

[esseeeayeenn]

Do you think AJ would listen to anybody? The only thing that will change the current QF culture is serious competition. I can not see that either.
I choose not to use QF if there is a better alternative, for all of the reasons mentioned. This option is also becoming a bit of a struggle.
It never ceases to amaze me that investors are willing to buy into airlines as there is a massive history of failure and poor returns to investment. Go figure!

No one expects to meet with Aj let alone get him to listen.
The idea is just a device to get people to identify their main gripe(s) with QF.

 

[Melburnian1]

It never ceases to amaze me that investors are willing to buy into airlines as there is a massive history of failure and poor returns to investment. Go figure!

Agree, but didn't Warren Buffett change his view and commence investing in them? A misstep.

Laughingly, some sharemarket-related websites claim VA is as much as 80 per cent 'undervalued.' But its share price (around 14c) is too high: should be worth zero given its financial history.

Why lenders (not just 'big banks!") continue to support airlines like VA, MH and a host of others is beyond me. QF has a need for much capital investment.

But of course I'm Simple Simon compared to extremely intelligent lenders.

Apologies for going OT.

 

[Mattg]

Obviously yet another time when I'd be incorrect, but my guess would have been that you fly so much as an AFF guru that you'd have 'status' with a large number of airlines.

I do have status with a few airlines across different alliances etc.

To date, I have credited Oneworld flights exclusively to Qantas Frequent Flyer. Once my current status expires, I haven't decided yet whether I'll take a break from flying Oneworld altogether or start crediting to British Airways Executive Club.

 

[Oneworldplus2]

Called up Qantas last night to try to amend a booking.

The wait time was....wait for it, "1.5 hours to 2 hours". I hung up.

 

[ALH]

Our family all received a spate of verification texts yesterday, so (after first checking all of our points hadn’t been touched) I phoned to find out if this was just an IT issue.

First of all, QFF has lost the authorities for me to discuss the family accounts AGAIN, so I settled with my husbands and my accounts. The girl phoned Mr ALH to get his permission to talk to me, despite him providing it in writing and on-line at least 10 times over the years. Frustrating.

Then the ridiculous conversation went around in circles, with the usual dumb questions and replies. “Have you tried logging into your account today?” “Oh, I can see Points were used in May 2019”

The final straw was being told to provide a Police Warrant to co ordinate with the Qantas Account Integrity Team.

Seriously?

Edit: Nothing in our accounts have been touched.

 

[RichardMEL]

So I'm confused.. is it an issue or isn't it? Have any points gone missing? If not then what's with the Police Warrant stuff?

smh

 

[ALH]

So I'm confused.. is it an issue or isn't it? Have any points gone missing? If not then what's with the Police Warrant stuff?

smh

No idea why we received the texts. None of us were logging into our accounts.
No points missing.

As for the police warrant nonsense, just a silly girl in the off-shore call centre making it up as she went along I guess! I didn’t ask for any investigation.

 

[RichardMEL]

Do you use a service like AwardWallet or AwardNexus etc that may be polling your account balances for updates?

 

[ALH]

Do you use a service like AwardWallet or AwardNexus etc that may be polling your account balances for updates?

Nope. No one in the family does.

 

[Pete98765432]

I’d ask why they just sent me a new Platinum QFF card, congratulating me for retaining platinum for another year. My FF year ends in April and with only 145 status credits I’m unlikely to retain platinum. (This was a year of using points for overseas J travel and I hope to extend platinum for 120,000 points). I initially thought great, I’ve been “comped” but the new card has existing expiry date of April 2020. The travel money card also wasn’t expiring until 08/20 and on the new card is only extended it a month to 09/20.

I have no idea why I got this new card.

 

[trippin_the_rift]

Alert: New problem that requires AJs attention:

The type font on boarding passes needs an alignment. Hurts my eyes so much to look at this.

[not my boarding passes]

 

[Mr Bill]

Communication,Communication,Communication: Waiting anymore than 10 minutes is unacceptable, 90 minutes plus is absolutley unprofessional. Waiting 4 to 6 weeks for an online query response..........well enough said !!