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

Anjan

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Apr 8, 2019
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Agree with a lot of the comments. Nearly at LTG and looking forward to getting out of the QF Shackles. Many other better cheaper options are available. My gripes would be to work better with OW partners and break this habit of running multiple services only an hour so apart...would love to see daytime services from HK Sing HND and Lax. Filling a Dreamliner ex Singapore should not be a problem....The call centres in particular the offshore ones are shocking and frustrating.
 

Bundy Bear

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1. Fix up the phone system, if it means putting on more staff then do it. As a Qantas Gold I shouldn't get the message there is currently a 2hour wait for your phone to be answered.
2. Priority boarding seems like a joke, and is treated like one.
3. 787 seating for long haul, you aren't going to win on price so why try and squeeze in more seats.
4. IFE for the A330 doesn't seem to be up with everyone else, maybe I was just on a old IFE aircraft, no internet no music channels, they removed them from domestic, so it was only a matter of time before they left them off some international aircraft.

No complaints with Jetstar they are there for a reason and I think Qantas have now got the balance right.
 

Chooleekhor

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I actually think the QFF program is Ok when compared to other ones. Likewise, the call-centre frustration is almost omni-present with all major entities these days. (without digressing too much, I have recently had much experience helping my daughter with dealings with Social Security - or whatever they call themselves these days - with her claim for student allowance. I used to work for these people, and I am simply astounded at the lack of training or knowledge this HUGE government department has now - I suspect the call centre staff there get max about a months training!)

But back to QF, and trying to distill just three main issues I rate their highest in my personal experience. And curiously I think in advance these will all be somehow connected to QF's fame in inconsistency...

Number 1.- GET RID OF THE DEADWOOD in airborne staff. I know this is hard, due to industrial relations, etc. But it is my number one complaint about the QF experience. It has not happened once, not twice, but many many times that I, as a P1, sitting in 1A, get the dreaded "eyes roll" when mid-flight on a long haul I dare to ask for a bottle of water, whilst travelling in business. There is no known planet or universe where this sort of shiite is acceptable.... Can Qantas please acknowledge that they are in a service industry, competing with airlines where staff literally bend over backwards to be nice. Yet half of QF staff are glorious! Get it together, get rid of the jaded ones. Support and promote the staff that are amazing. It is not really hard to identify who is who here....

Number 2.- get rid of the ridiculous cash components of FF redemptions. They are a joke due to what other airlines offer. And revamp the metrics on Reward seats available on long-haul flights. I understand their need to protect revenue, but guarantee at least a couple of seats on every flight for premium seat redemption's. (Sorry, that morphed into two items)

Number 3.- Overhaul the entire status game. Provide clear and specific advantages / perks at each level. Find ways to introduce solid perks such as a guaranteed upgrade or two each year for higher levels. Make members of QFF understand and value the levels.
In addition, recognise the long term customers who are LTG who are stuck with climbing to next level & merely equate them to another who may just attain gold.
 
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ozimax

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Qantas is not an el-cheapo, Ryanair-type airline, but it's not too much higher above that level. Having said that, here goes:

1. Destroy, sell, compact at Simsmetal or melt all 737 aircraft. I detest them with a pathological hatred and would rather fly across the ditch in a Sopwith Camel.
2. Seriously upgrade the Sydney QP (domestic and international). They are so far behind the rest of the airline world (yes even AA Admiral's club) it's not funny.
3. A teency weency modicum of call centre "service" would be appreciated. My last call was over 4 hours in elapsed time. The problem never was fixed and I ended up going to another carrier.
4. Cease cancelling Mel-Syd flights at the drop of a hat because the load factor is not high enough. Happens all the time (and that's straight from a long time employee's mouth).
5. Maybe get some new aircraft. Sometime. In the distant future.
 

Pinball

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So here I am lamenting the woeful QFF marketing and all of the other annoying and seemingly incomprehensible decisions QFF makes. I though what if I had a day with AJ and that he listened to me about the things which need fixing.
i guess number one would be offshore call centres ...... like close them now !
PS. I have enjoyed the bulk of a nice langhorn creek Cab Sav before I posted this. :)
I get why he has to go off shore...our penalty rates and labour costs force him and other companies. Maybe that should be the conversation we are having.
I would ask him simply to stay out of politics, concentrate on the customer needs. No more views on same sex marriage, inclussion departments, unconscious bias and global warming. Alan, It is not your role to lecture us on your views of the world. You are just another person, one of millions. We are your customers not your pupils in a classroom.
 

MikeG

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I think I would try and convey how cheated and wronged I feel as a faithful Qantas customer, when it came time to book our family trip around the globe with well over 1Million FF points, when Qantas will not make it easy to book a complicated itinerary online, then charge fees to book said reard flights on the phone, with very poor customer service, and even not honour the OWA rules stating imaginary ticketing rules that dont actually apply. I would also point out the highly misleading award availability, depending on whether I check online pn my PC, check online on my phone or check on the phone or via SMS.

Mr Joyce, I think you need to go back to basics. Provide a quality service, and when dealing with customer rewards for their loyalty, this should be handled just like someone paying cash - otherwise you're fooling yourself.

I've since moved away from Qantas for all my flights, and for my frequent flyer rewards. I fly overseas most years and now my hard earned money will be going elsewhere.

M
 

ish

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2. Website. Spend the money to get it right. The more online services you provide that work, and work consistently will lead to the less demand for the call centre in the first place (see above). All those annoying "glitches" many of us have to put up with should just not be there. Work with Amadeus to resolve them, or move to a platform that can do what you want to offer to your customers.
+1 to this - surprised it didn’t come up higher in the list! The flakiness of the QF website is astounding. At least they seem to have removed the 2-factor authentication.... that was super annoying and totally unnecessary.
 

Basky

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mm... a day with AJ , another executive who probably has no concept of customer service. So, let me start with a quote: "
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work – he is the purpose of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to serve him.
– Mahatma Gandhi”

Going by the above simple, fact based standard, Qantas staff attitude towards customers, particularly towards people of colour, is a 3 on a scale of 10, 0 being the worst. There are so many airlines who are more financially successful than Qantas and yet provide great customer service. Qantas, despite its age, can not learn! I suspect its culture of poor customer service and bad attitudes flow from the top.

Pricing is equally bad. By over pricing, especially on the domestic segments, they do a great disservice to Australians.

Qantas needs to grow up and so do several Australian companies that thrive on near monopoly. Australians are waiting to see changes that will reflect a customer-centric service and it has long been a pipe dream!
 
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We are in danger of becoming a nation of snowflakes and whining Aussies (I also wear a dual national GB hat). I fly Qantas for the first two thirds of the year to retain Platinum status and then which of One World is available. Usually Cathay. Occasionally BA in all cases to the UK or via HK to LA. When you compare QF and what it provides, admittedly to premium PAX, it compares very favourably. Call centre, catering, comfort gripes are common to all. Even the ME3. Try Emirates services in Y. What would I say to Alan? Quicker Investment into new craft. Fix your problems in Perth and make that a hub for Europe (I am regularly in Berlin so Frankfurt is long overdue). Longer transit in Singapore for QF 1/2 so I can properly use the First lounge. These are first world problems
 

openseat

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Fleet renewal. Although AJ is not interested in that. The next CEO will suffer that problem. The 737 fleet is getting long in the tooth. If they order Airbus it's going to take 3 years or more for the planes to arrive and goodness knows how long it will take Boeing to get its house in order.

Sydney domestic lounges are the pits.

Baggage, especially in Melbourne domestic.
 

ozfflyer

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Stop treating JQ pax as 2nd class citizens (they are not all feral & plenty of ferals fly QF)

Eg. when a BNE/SYD JQ flight goes U/S & there are hundreds of empty QF seats same day, put the JQ pax on those QF flights & don’t tell them to go home & come back tomorrow. Home maybe SYD.
 

TheInsider

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Stop treating JQ pax as 2nd class citizens (they are not all feral & plenty of ferals fly QF)

Eg. when a BNE/SYD JQ flight goes U/S & there are hundreds of empty QF seats same day, put the JQ pax on those QF flights & don’t tell them to go home & come back tomorrow. Home maybe SYD.
All well and good, but that has nothing to do with QF and everything to do with JQ. JQ have their own operations, staff and what ever else.
 

ozfflyer

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All well and good, but that has nothing to do with QF and everything to do with JQ. JQ have their own operations, staff and what ever else.
QF staff need an edict from upon high, to stop treating JQ pax as scum. Know plenty of scumbags who fly QF.
 
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Mr Joyce can I encourage you to move on while you are in front ? You have clearly delivered financial performance to shareholders. However the corporate landscape is littered with the bodies of CEOs who stayed too long I know you want to be there for the centenary but this is a case of ego and narcissism over the best long term interests of your clients, people and shareholders. This series of posts identifies issues that are not your strengths; otherwise they would not be identified by so many of your clients
 

albruwa

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Apr 21, 2013
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I am sick and tired of Alan Joyce using his corporate platform to lecture Australia on various social issues. Corporations that get involved in social activism eventually lose their way, both to the detriment of shareholders and the community. Alan Joyce acts like a bullying thug when it comes to pushing his gay agenda down others throats. He very much has a conflict of interest on this issue.
 

p--and--t

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I am sick and tired of Alan Joyce using his corporate platform to lecture Australia on various social issues. Corporations that get involved in social activism eventually lose their way, both to the detriment of shareholders and the community. Alan Joyce acts like a bullying thug when it comes to pushing his gay agenda down others throats. He very much has a conflict of interest on this issue.

Ah a first post. very suspect.

So I guess you will be driving from now on. Virgin do exactly the same.
 
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