Is Qantas Actually Listening?

[Ansett]

Sorry to hijack your post but my BS-O-Meter is off the charts reading this.
I honestly tried to be pro-QF but seeing the reply you got shows serious lack of thought for your genuine concern.

Here is how I interpret the response:

I can assure you that we continue to monitor Qantas Frequent Flyer feedback across both social channels as well as via our own research.
Translation: QFF pays around $10k/month to a social media monitoring company that sends qantas daily/weekly/monthly reports on how people talk about their brand thru major social hubs that QF is interested in: twitter, facebook, AFF and so on. Individual posts are only read by an employee of QFF if someone in the office see's the post and decides to share it around (usually for the lulz) or if RedRoo/similar is monitoring a thread. QF do monitor - but they certainly don't read everything and most certainly have trouble taking any action above and beyond this. Feedback received through QFF is categorized and sent to a team with little power within the organisation. One of three things then transpires. (1) It's used as a statistic for the Monday morning meeting (Complaints about lounges are down 2% this week - hurray!). (2) Service recovery offered to customer, even though this costs more long term than fixing the problem would be in the first place. (3) Feedback makes it to someone who gives a **** about their job and they take action, battle through hurdles, push and shove and make things right. These are the employees who make the company great.

We do take it seriously and we do appreciate the impacts of recent changes.
Translation: They take "it" (ie: their own business) seriously and the people paying them 80% of their revenues. The banks.

The challenges that Qantas is facing are unprecedented and certainly this has meant we have had to take some tough decisions, however, we are also investing where it matters most to our customers.
Translation: Qantas is hurting because of a splinter in it's foot. Unfortunately this means cutting off the entire leg, because that's how you fix the problem. Nobody wanted to take action and fast track revenue creation strategies, nobody wanted to implement fast easy wins that would put dollars straight to the bottom line with almost zero effort AND without negatively impacting frequent flyers in any way. We're employees and we're listening to the boss. He wants cuts and we're making them. Our customer say they want to earn more points - so we're launching new marketing campaigns to win points and adding new points earning partners - because you have told us you want that and it matters the most to you.

I hope that you can see evidence of this when you travel, through our service experience on-board and in our lounges, as well as through the support that you receive from the Platinum One team.
Translation: Try to remember your good experiences of QF when you next travel so your head is filled with positive memories. Forget everything else. But don't forget about the Platinum One team, because that's the biggest benefit of your new P1 status - A phone number.

Thank you for your continued support.
Translation: **** you.

When I received this I shook my head in disbelief and it tells me NOPE QF aren't listening and are getting better at sending corporate bull **** response but with a couple of personal things thrown in for good measure.

Qantas is LOST

 

[MEL_Traveller]

Qantas does listen when it suits them.

Notice how they accept and promote Skytrax awards? They even list them on their website.

But has anyone been and had a look at the actual passenger opinions on Skytrax? Plenty of them comment about inedible meals (and hands up... how many of us have found a piece or two of gristle in an on-board stew?)

But where is the Qantas response to that?

They seem to listen when it suits.. like cafe breakfast, any-time-access... (although I'm not quite sure how removing through-check of baggage was in response to customer demand?)

The airline representative is happy to pass on positive comments from these boards, and sometimes negative ones. But again I ask... where is the strategic overview? Where is the feedback regarding the quality of food (and what's being done), where is the feedback on check-in staff not through-checking bags to oneworld partners (and making people collect their luggage in SYD make their own way to the international terminal?)

Or, am I being 'un-Australian' by asking these questions in order to try and improve QF revenue? Or do I just give up, and accept we should pay higher fares in the best interest of supporting a company without question?

 

[mickeyc747]

I made a complaint to ACA and the lovely lady there who is trying to help is herself frustrated with Qantas, I complained about the offering of priority boarding the fact a cheese plate is not lunch in J class and explained to her and in my complaint and I gave the exact details of 8 failures in a row including 2 long haul. She asked for more feedback and I told her how it has never failed on VA and in the past week I did 3 VA sectors with 3 successes and all with one gate agent. She told me Qantas's response was that they are more concerned with an on time departure than priority boarding. We are still trying to resolve the issue as ACA has told me Qantas could not provide the compensation I was seeking and I all I was seeking was better recognition of travellers who a WP & WP 1s and for them to improve priority boarding and have a better hit rate in getting right. I was told by ACA I would have a better chance of asking for FF points. Also on here when I complained to Red Roo and told them I am not flying QF for 3 months and hoped that priority boarding and recognition could be improved, they said they could not guarantee anything. Whilst I understand that there are no guarantees Qantas do not give a stuff about even making a considered effort. I also outlined as I have stated in a previous forum that I was spending $12000 elsewhere in 3 months and that my Asian flying would also go to other carriers, they didn't respond at all. I use to think dealing with the ATO was frustrating they are Angels compared to Qantas and there don't care team. The only person in Qantas in the WP1 team that has any any concern and has helped me in CBR is Gae. Even the manager of the WP1 team only responded because I said to Gae no one a QF cares. I just wish as a business owner I was like Qantas and could afford to turn away $30000 of business per year because that is the potential they have lost just with my 3 month embargo and no more Asian travel with them. Also at the 9th month mark I was at 3800 SC and 3680 SC on QF Metal.

 

[juddles]

.... 9th month mark ....3680 SC on QF Metal.....

I do not know you, I do not know that your problems with QF are valid, but if they cannot keep big $ customers like you happy, they have a definite problem.

Makes me sad for my favorite airline

 

[mickeyc747]

I do not know you, I do not know that your problems with QF are valid, but if they cannot keep big $ customers like you happy, they have a definite problem.

Makes me sad for my favorite airline

I think they are valid if they offer a service that is suppose to be a benefit of the program and they fail and especially as the priority boarding was 8 times in a row in the space of 20 days it was frustrating. I will say the all the crew I have ever dealt with on board are outstanding, but management needs to take responsibility and put actions into place.

 

[GalaxyNexus]

...snip...

I am sorry if some of our decisions have let you down recently. We are committed to building a stronger Qantas and we are committed to improving the Qantas Frequent Flyer Program. Exciting news will be coming soon around rewards, member communities and more.

Thank you for your continued support.

OMG. "Exciting news will be coming soon around rewards". I read that as if they're going to make rewards simpler and fairer to. *run to burn all my points before Simplification day*

 

[RAM]

These are all done onboard... can't see how it would be an improvement to collect this info before boarding? How hard is it to say "no" when offered an alcoholic drink?

It is not hard but it takes time. If this info is kept (just like your seat preferences etc) then it saves time and demonstrates that almost unknown Q commodity - pro-active customer service. If the FAs did not have to ask every profit-margin heavy passenger (net revenue enhancers) think of the extra time every flight where they could possibly use it to improve/increase their offerings or rest and fell happier with life...

Compare it to going to see your GP for a regular check-up - you expect them to know your normal blood pressure etc - don't you? Or should they ask you every time? I prefer them spending the time on what improves the situation rather than reinventing the wheel.

 

[RAM]

OMG. "Exciting news will be coming soon around rewards". I read that as if they're going to make rewards simpler and fairer to. *run to burn all my points before Simplification day*

Simpler and fairer = "It will be simpler for us and fairer for you as you will require FEWER points for any redemption as we are going to increase the carrier imposed costs and charges in addition to the legitimate {never thought I would say that Macquarie bank} govt and airport fees. This will only occur for Q flights and Deathstar flights will continue to have higher 'fares components' with fractional other charges. We look forward to your next flight on Deathstar, sorry we meant to say Qantas."

 

[scheps]

QF is really disappointing. I need to start looking at VA, which is something I had never done before.

 

[Himeno]

Ok well finally got a reply from QF Loyalty and have posted below and will say nothing other than interested in your comments

We are committed to building a stronger Qantas ...

Should reply with "It is difficult to build a 'stronger Qantas' when you continue to chase away your customers."

 

[icarus]

QF is really disappointing. I need to start looking at VA, which is something I had never done before.

APS employees have just been given permission to take up a status match offer with VA. It's a clever move by VA to capitalise on that disappointment with QF, and I am definitely likely to move more of my spend to VA as a Platinum member.

 

[katiebell]

Qantas does listen when it suits them.

Notice how they accept and promote Skytrax awards? They even list them on their website.

But has anyone been and had a look at the actual passenger opinions on Skytrax? Plenty of them comment about inedible meals (and hands up... how many of us have found a piece or two of gristle in an on-board stew?)

But where is the Qantas response to that?

They seem to listen when it suits.. like cafe breakfast, any-time-access... (although I'm not quite sure how removing through-check of baggage was in response to customer demand?)

The airline representative is happy to pass on positive comments from these boards, and sometimes negative ones. But again I ask... where is the strategic overview? Where is the feedback regarding the quality of food (and what's being done), where is the feedback on check-in staff not through-checking bags to oneworld partners (and making people collect their luggage in SYD make their own way to the international terminal?)

Or, am I being 'un-Australian' by asking these questions in order to try and improve QF revenue? Or do I just give up, and accept we should pay higher fares in the best interest of supporting a company without question?

The problemis that your thinking has not been 'enhanced'.

Re through-checking bags for int flights from SYD: another reason why flying via SYD is bad newsand it is much better to fly another airline from your local international port and change at an international connection point with an airline that believes in customer service. I have hd no trouble getting my luggage checked through by other airlines, even when changing between airline alliances.

 

[Aussie_flyer]

The problemis that your thinking has not been 'enhanced'.

Re through-checking bags for int flights from SYD: another reason why flying via SYD is bad newsand it is much better to fly another airline from your local international port and change at an international connection point with an airline that believes in customer service. I have hd no trouble getting my luggage checked through by other airlines, even when changing between airline alliances.

Well that is becoming less and less the case these days. More and more carriers are not interlining separate tickets now unless part of an alliance.

 

[Archphoto]

This is quite true in Asia. Often they just don't even want to think about checking luggage through, which is a PITA at the best of times. Having to collect (at times 10 pieces) baggage after clearing immigration to simply recheck and clear immigration again, is not a happy experience. (Plus it eats into any remaining lounge time! )


Sent from my iPhone using AustFreqFly

 

[ketsuzei]

we are also investing where it matters most to our customers.

I reckon one cost-effective investment would have been to deliver on existing Chauffeur Drive commitments. Preventing a deterioration in customer satisfaction can avoid problems down the track...

 

[Himeno]

I reckon one cost-effective investment would have been to deliver on existing Chauffeur Drive commitments. Preventing a deterioration in customer satisfaction can avoid problems down the track...

You expect QF management to understand basic business principles?

 

[RooFlyer]

Such as:

* Do you have a preferred drink type to accompany your meal? # #Your preferred drink may not be available on all sectors

* Do you prefer not to be offered alcoholic beverages?

* Do you prefer to be woken for breakfast after an overnight flight? (If you change your mind on a particular flight, please let a crew member know)

* Do you need assistance in reaching the overhead lockers?


So, Qantas, how about collecting information about us that we actually want you to know, and act on?

These are all done onboard... can't see how it would be an improvement to collect this info before boarding? How hard is it to say "no" when offered an alcoholic drink?

You can't see it? Making superfluous various Q&As on board? Making the pax feel that they are a valued customer (even if ther are not) whose preferences are recognized is not worth the effort?

They collect info on who you are employed by etc, but not worth collecting info on your in-flight preferences?

You wouldn't be an advisor to Qantas by any chance?

 

[icarus]

Also, as I understand it, there's a risk of not having enough of the right-sized pyjamas on board. It would save space, time, money and irritation (and also some potential embarrassment) to know what sizes to have on board well in advance. My preferred welcome drink may change depending on whim and weather, but my pyjama size will be a given.

 

[wandering_fred]

Well that is becoming less and less the case these days. More and more carriers are not interlining separate tickets now unless part of an alliance.

I had a back and forth in another place about the consistency of QF through checking baggage with OW partners.

Some times consistency simply reinforces inadequate business policy. Why can't QF through check within the QF group members?
Might solve some of the "what do we do now" questions after taking a QF flight to SEAsia.

Happy wandering

Fred

 

[katiebell]

You expect QF management to understand basic business principles?

QF management could not organise a chook raffle if the simpler and fairer FF changes are any guide