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

[Malpal]

I don't believe this necessarily would be needed. I wouldn't say I frequently phone AMEX, but when I do I invariably get the Manila call centre and the staff always bend over backwards to help me and are incredibly polite and well versed in the program. What QF needs to do is implement proper training at the call centres (wherever they may be – and they should probably be in multiple time zones), identify and reward right practice with regard to those staff and essentially cut down the massive wait times. It's not rocket science.

However I'd never go as far as saying they need to be Australian-based staff, save money where you can and use those savings to improve what you have. That's where they're letting themselves down right now, they've saved some money and pocketed it, not realising that eventually the lack of investment in this area will cost them. Maybe it already is.

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.

Two hours to wait for a call to be answered is absolutely pathetic in this day and age; it makes Qantas appear to be a budget airline. Disgraceful

 

[ozfflyer]

Ah a first post. very suspect.

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

know plnety of well healed, who don't fly QF cos of gay stance. They don't fly VA either. They fly much better airlines of which there are many, like SQ.

Joyce plays the gay card, but gets into bed with EK who are very anti gay.

 

[Lynda2475]

who don't fly QF cos of gay stance. They don't fly VA either

musn't do any domestic travel then

 

[p--and--t]

know plnety of well healed, who don't fly QF cos of gay stance. They don't fly VA either. They fly much better airlines of which there are many, like SQ.

Joyce plays the gay card, but gets into bed with EK who are very anti gay.

Please supply a list of of all those SQ flights to get around between Aussie cities.

 

[shaddy]

I endorse everything said previously. In response to my complaint, i received the following reply on 3/2/20 -

"Thanks for letting us know about your call to our Contact Centre.

I am very sorry for the lengthy wait you had to get through to the team. We want to answer every enquiry promptly, and do monitor call wait times and roster additional staff for especially busy periods, but occasionally call volumes are in excess of our predictions. When this happens we truly appreciate the patience of our customers.

We’re committed to giving you the best service, value and advice, and your feedback will assist us in identifying ways to improve our processes, to avoid lengthy wait times. Your comments have been forwarded to our Contact Centre Management to be included in their next review."

In other words, nothing will be done !

On another occasion i rang seeking clarification of baggage entitlement with JetstarAsia being QC member but had trouble finding on website! Finally got thru to Manila - don't know will transfer you! Ended up hanging up & a friend steered me in the right direction!

 

[lwcarden]

I don't believe this necessarily would be needed. I wouldn't say I frequently phone AMEX, but when I do I invariably get the Manila call centre and the staff always bend over backwards to help me and are incredibly polite and well versed in the program. What QF needs to do is implement proper training at the call centres (wherever they may be – and they should probably be in multiple time zones), identify and reward right practice with regard to those staff and essentially cut down the massive wait times. It's not rocket science.

However I'd never go as far as saying they need to be Australian-based staff, save money where you can and use those savings to improve what you have. That's where they're letting themselves down right now, they've saved some money and pocketed it, not realising that eventually the lack of investment in this area will cost them. Maybe it already is.

1. Agree with the phone calls and waiting for them to call back - took four hours the last time I called. Then they would do nothing as my husband had to be evacuated from Shepparton to Sunshine Coast with a spiral fractured leg. Virgin were fantastic - no problems at all and looked after everything brilliantly - why would I ever try QANTAS again.
2. Priority Boarding is a joke - by the time the flight is announced in the Business Class Lounge - the queue is a mile long - surely there are not that many who have the privileges!!!
3. The seats in Economy are too small and have little leg room which causes big issues with anyone who has leg problems.

 

[Himeno]

Food in J class needs improving, get rid of your celebrity chef, not good for QF on many fronts.

I don't understand why anything needs a "celebrity" chef.
The only reason I've even heard of neil perry is because Qantas spams the name everywhere.

 

[jase05]

I don't understand why anything needs a "celebrity" chef.
The only reason I've even heard of neil perry is because Qantas spams the name everywhere.

Exactly, do any other airlines make such a fuss over this kind of fluff?
Maybe they do but I can’t recall seeing or hearing such propaganda on other airlines

 

[ferntree]

"What Would You Tell Qantas CEO Alan Joyce? "

Resign.

He's running the airline into the ground, putting long term survival at risk thru lack of investment in new metal (Qantas now has one of the oldest an ageing fleets of so-called top tier airlines), at the same time taking $1/2 milllion a week out of the kitty for himself.

Concentrate more on replacing your ageing fleet instead of paying yourself $1/2 million a week.

‘Sweating an aircraft fleet can prove devastating in the long-run’

QANTAS has just announced a record $976 million profit — but a new report has revealed those stunning results might come at a price.

www.news.com.au

The cheap trick behind Qantas' record profit | The New Daily

Qantas is enjoying record profits, but a new report argues they are coming at a hidden cost to the quality of its aeroplanes.

thenewdaily.com.au

Talking to a flight attendant coming back from Melbourne recently after a delay of over an hour due to "engineering problems" : she told me her pay cheque now was the same as in 2011.

Please, just go.

Edited to correct inmaccuracies,.

 

[Himeno]

Exactly, do any other airlines make such a fuss over this kind of fluff?
Maybe they do but I can’t recall seeing or hearing such propaganda on other airlines

JAL has a number of chefs as part of their "new sky" service. The chefs vary by season and route. The only promotion of the chef's I've noticed is a short bio (on a separate page) attached to the menu that they worked on. No where near the level of spam Qantas puts out about Neil.

 

[dajop]

(Qantas now has one of the oldest fleets of so-called top tier airlines),

Not sure how accurate, but pointsguy suggests out of the airlines operating in the "west" QF fleet age is certainly not the oldest.

Which Airlines Have the Oldest Fleets? - The Points Guy

The overwhelming majority of commercial aviation is carried out by older jets that may have been in service for decades.

thepointsguy.com

Or figures from Fleet age | Airfleets aviation shows:

QF - 11.2
DL - 15.1
BA- 13.8
AA - 11.1
AC - 13.2
UA - 15.7
LH - 11.8
AF - 13.8
KL - 11.4
JL - 10.5
KE - 9.9
OZ - 11.5
CX - 8.6
VS -9.1
VA - 9.2

 

[Lynnelanne]

OK, so everyone has said this, but I am aghast that the phone experience is SO BAD. It just screams “We don’t give a F&%^ about you“. In my experience the Manilla Call Centre is by far the worst, but that’s if you can even get through without waiting half a day. I am currently in Sri Lanka and wanted to change a flight on QFF points. It was so hard that I just cancelled the points booking, gave up and booked with another airline, that was the second time in a month that I ditched a Qantas booking because the customer experience is woeful even before you get onto the aircraft. Then you get some grumpy, arrogant ‘I don’t want to be here’ steward who should have been put out to pasture a decade ago.

 

[monoccular]

1/. The vast majority of Australians do not live in SYD so please remove the default origin of flight bookings as SYD. Allow the user to name their default or have no default.
2/. Speed up baggage delivery (especially in my experience) at MEL both domestic and international. Not unusual for bags to take over half an hour after docking. (For 150 PAX that equates to 75 man hours wasted). Bad enough for domestic but an absolute insult for QF10.
3/. Better recognise “valued loyal customers” such as Platinum (and Gold) by removing payment for exit seats.

 

[p--and--t]

"What Would You Tell Qantas CEO Alan Joyce? "

Resign.

He's running the airline into the ground, putting long term survival at risk thru lack of investment in new metal (Qantas now has one of the oldest fleets of so-called top tier airlines), at the same time taking $1/2 milllion a week out of the kitty for himself.

Talking to a flight attendant coming back from Melbourne recently: she told me her pay cheque now was the same as in 2011.

Please, just go.

Fact check required. Substantiate your claims. The first two assertions are incorrect, not sure about the third.

 

[Willy2212]

It is interesting to read the comments posted so far. I have no issues with the contact centre. The call back service does exactly what it promises and certainly surpasses the service offered by some other contact centres.
The things I would like to see improved are:
- Better premium service for gold and platinum members. It is improving with improvements to priority boarding, but overall the amount you need to spend to get to gold or platinum needs to be rewarded
- more opportunities for NZ frequent flyers to earn points. For example Aust ff can earn points for spending at Woolworths, but NZ ff cannot earn points at Countdown which is 109% owned by Woolworths.

 

[Traveloscopy]

I'd say stop taking obscene pay checks and pay your staff some incentive bonuses. After all, it is them that make Qantas great, not you.

I don't believe this necessarily would be needed. I wouldn't say I frequently phone AMEX, but when I do I invariably get the Manila call centre and the staff always bend over backwards to help me and are incredibly polite and well versed in the program. What QF needs to do is implement proper training at the call centres (wherever they may be – and they should probably be in multiple time zones), identify and reward right practice with regard to those staff and essentially cut down the massive wait times. It's not rocket science.

However I'd never go as far as saying they need to be Australian-based staff, save money where you can and use those savings to improve what you have. That's where they're letting themselves down right now, they've saved some money and pocketed it, not realising that eventually the lack of investment in this area will cost them. Maybe it already is.

 

[ferntree]

Fact check required. Substantiate your claims. The first two assertions are incorrect, not sure about the third.

Thank you. I have now clarified, corrected and expanded my original post.

 

[ferntree]

Aust ff can earn points for spending at Woolworths ....

Respectful correction: "Aus ff except Tasmanians can earn ...."

 

[RichardMEL]

- Better premium service for gold and platinum members. It is improving with improvements to priority boarding, but overall the amount you need to spend to get to gold or platinum needs to be rewarded

So what exactly would you like changed/improved in terms of "rewarding" SG/WP (and WP1) members?

 

[Freshwater]

1/. The vast majority of Australians do not live in SYD so please remove the default origin of flight bookings as SYD. Allow the user to name their default or have no default.
2/. Speed up baggage delivery (especially in my experience) at MEL both domestic and international. Not unusual for bags to take over half an hour after docking. (For 150 PAX that equates to 75 man hours wasted). Bad enough for domestic but an absolute insult for QF10.
3/. Better recognise “valued loyal customers” such as Platinum (and Gold) by removing payment for exit seats.

I find the service even in business class has dropped to a low level. I have stopped eating the food too as it’s not to the standard as it should be. The “Aperitif” service no longer exists - no service either way from Brisbane - oh told us they do not offer this service because the flight was after 7pm. On a recent flight to Singapore it was again listed on the menu but it was not offered.