Is Qantas in flight service slipping?

[Blackswan]

Perhaps they get quite a lot so it isn't practical to pass on every instance or be specific. Can't remember precisely but I do recollect one instance of a FA acknowledging some comments I made previously - may have been through the old Red Roo or from the CSM onboard that day. I think the generic feedback form on the website is a waste for positive feedback, and the lack of a visible Red Roo presence on AFF provides less incentive to post on the Bouquets for the FAs thread.

In general I find QF staff to be terrific, but there are several areas of service that can be improved.

Positive feedback on staff seems to be acknowledged properly on Facebook and Twitter

 

[penegal]

Thanks Eminere. I did .... more than one week ago . No reply yet and I am still living in the hope of QF service being on par with the likes of EK.

http://www.australianfrequentflyer....rogram/qantas-customer-care-doesnt-64973.html

http://www.australianfrequentflyer....er-program/customer-care-dont-care-60978.html


They have a track record... I find customer care very slow to reply.

My QF F experience DXB-SYD in 2014 was pathetic. Thankfully Red Roo was still around, and they reluctantly made some attempt to resolve the issue, but it was fairly disappointing over all.

 

[eastwest101]

Positive feedback on staff seems to be acknowledged properly on Facebook and Twitter

Not having a go at you Blackswan but airlines should realise that this isn't the point or place for customer feedback. The correct place for it is with the relevant management whom can reward/improve good business and staff performance and punish/fix parts of the business that isn't up to standard.

I suspect that because Facebook and Twitter are so public that some airlines feels that they have to respond and acknowledge good and bad feedback. On the other hand a phone calls, written feedback and the online feedback forms would seem to largely go through to the "big round out-tray", which makes you question why wonder why some companies seem to want feedback in the first place. Maybe I'm just cynical.

 

[RooFlyer]

Not having a go at you Blackswan but airlines should realise that this isn't the point or place for customer feedback. The correct place for it is with the relevant management whom can reward/improve good business and staff performance and punish/fix parts of the business that isn't up to standard.

I suspect that because Facebook and Twitter are so public that some airlines feels that they have to respond and acknowledge good and bad feedback. On the other hand a phone calls, written feedback and the online feedback forms would seem to largely go through to the "big round out-tray", which makes you question why wonder why some companies seem to want feedback in the first place. Maybe I'm just cynical.

My sentiments exactly. As a non facebook or twitter user, I just assume Qantas couldn't care less about my feedback, positive or negative.

 

[BAM1748]

Have to agree, the meals at all levels are in decline but the cutting in Y is woeful to the stage where I decline food and tell the crew it's cough food.

The drinks, yes had the worst drink service on a SYD SFO flight in Oct, I got up to get my own and they still couldn't get me one even though two crew standing in the galley where I asked for another. (I just wandered around until I found a wine! which was the complete opposite of two weeks earlier to Jo'burgh where the service was excellent)

 

[BAM1748]

My sentiments exactly. As a non facebook or twitter user, I just assume Qantas couldn't care less about my feedback, positive or negative.

Agree, I have sent feedback, they ring me very concerned and then next flight the same thing happens. Why bother.

 

[RichardMEL]

As a P1 I send feedback (positive mostly ) via the SST and theyseem happy-ish to pass it on to inflight or whoever

I would comment that re the QF9 experience would a word to the CSM be appropriate in flight, or maybe at the end? I don't know it's a difficult one...

I've usually found QF F to be outstanding service wise - warm, friendly(well not TOO friendly), laid back yes but I personally like that without the "stiffness" some other carriers seem to think F passengers demand, or massive fawning that some others employ - which to me puts me off - I'm not the King, so don't bow and scrrape like I am. Everyone's different with their expectations and that's half the problem. I think the real art of customer service is to read your customer well enough to find that sweet spot to know what level they seem most comfortable with.

re FM's SQ experience - I think it boils down to 3 factors - hard product, soft product (eg: F&B) and service standards. I find QF does fairly well with the hard product (the suite is still pretty comfortable despite it's age now - even when compared to SQ Suites-also about the same vintage-and EK or CX. SQ "new" F on the 77W for example is newer and pretty nice, but also a different product imho). Soft product I feel SQ(for example) beats QF - food and bev is superior - specially some food choices out of SIN (eg: BTC), choices of wines and the 2 French bubbles is outstanding-and consistent compared to the QF lottery.... and the personal service levels? This is very subjective to me. As above, some carriers will treat F pax very differently. TG is a master of this IMHO... they do a good job with what they have, but there's a fawning there. I prefer the QF style service. SQ's famously "robotic" service has improved over the years to my way of thinking(my last SQ F flight was a year ago) and they were very good, but I also find SQ to lax a flexibility that a QF may find.. but that also reflects the society/culture in general I think - very rule based. That's just an observation not having a dig.. I've loved each and every premium SQ/CX/EK/QF/etc flight I've been lucky enough to be on via whichever method of paid fares,upgrades,awards etc. Different styles suit different people, and even then you get variations in crews - and in this regard, the SQ's of this world will do better as they have strict standards - I couldn't imagine a SQ FA forgetting an order or something. Your QF's can be, as we all know well, can be so inconsistent... the base is pretty good, you can get some poor ones, and most are absolutely fantastic.

Still, I think of my last UA F experience (when they served oz with a F cabin on the 744) with the service attitude for a mid flight snack being a "cheeseburger" (!) and OK I tempted fate by asking for it.. the matron basically puts in front of me, on a plate, the FOIL WRAPPED GOOEY MESS with the word "here ya go, honey!"

I'll take "poor" QF any time

 

[v1nce007]

They have a track record... I find customer care very slow to reply.

I recently had a minor issue with some in-flight service and provided feedback to Customer Care. A few days later I had a small amount of points credited to my account "Compliments of Customer Care", but never actually received a response from them.

 

[Flying mermaid]

SQ's famously "robotic" service has improved over the years to my way of thinking(my last SQ F flight was a year ago) and they were very good, but I also find SQ to lax a flexibility that a QF may find.. but that also reflects the society/culture in general I think - very rule based. That's just an observation not having a dig.. I've loved each and every premium SQ/CX/EK/QF/etc flight I've been lucky enough to be on via whichever method of paid fares,upgrades,awards etc. Different styles suit different people, and even then you get variations in crews - and in this regard, the SQ's of this world will do better as they have strict standards - I couldn't imagine a SQ FA forgetting an order or something. Your QF's can be, as we all know well, can be so inconsistent... the base is pretty good, you can get some poor ones, and most are absolutely fantastic.

I have never had Qantas staff hand make me a card and get all the staff, including the pilot, to sign it just because Mr FM mentioned when we were chatting to staff that it was our wedding anniversary - totally won my heart

 

[eminere]

I have never had Qantas staff hand make me a card and get all the staff, including the pilot, to sign it just because Mr FM mentioned when we were chatting to staff that it was our wedding anniversary - totally won my heart

Brilliant. I've read in several trip reports of the creativity of SQ cabin crew in making up these beautiful cards inflight to celebrate a passenger's special occasion.

 

[RichardMEL]

I understand FM and that's sensational. I think CX would do similar

I also had a personal card and special cake and stuff made up by the crew because I mentioned in passing it was my birthday flight - on EK - and they took pictures and stuff and presented it to me. Really nice surprise (a bit embarrassing tbh)

I've seen QF crew "go the extra mile" in more subtle ways - rarely but it does occur.

The question is though, in relation to this thread - is the lack of these "going the extra mile" things an indication that QF service is slipping? I kind of think that stuff isn't really part of the "standard" service delivery items that one would normally expect...

I think that kind of thing is very different to issues like the declining quality of F wines, "half pours" in lounges, even sloppy service as noted by the OP and other such things.

Still, that's just my view - everyone's mileage, no doubt, will vary

 

[Flying mermaid]

It is hard to define what makes "service". Places like the Four Seasons hotels, their version of service is to go the extra mile and make the guest feel personally recognised. I don't actually like a fuss being made either and so I am not looking for cards and things and would probably be very careful in future not to let something like that slip out. I used it as an example that I did not find their service robotic or lacking in warmth. .

On the whole I like Qantas staff, but yes I do think service has slipped - I am not a frequent traveller like you, but have been travelling Qantas and BA F since 1989 and I find both very inconsistent now. Qantas staff are usually very warm and friendly, but service can be slow and perfunctory and it sometimes feels like they just want to get it done as quickly as possible, so they can go and have a nice rest themselves. Just didn't feel that with SQ.

Anyway each to their own - I am sure I will still travel QF from time to time, but after years of being a rusted on Fan person, I have now branched out and I like what I see much more.

 

[RichardMEL]

It is hard to define what makes "service". Places like the Four Seasons hotels, their version of service is to go the extra mile and make the guest feel personally recognised. I don't actually like a fuss being made either and so I am not looking for cards and things and would probably be very careful in future not to let something like that slip out. I used it as an example that I did not find their service robotic or lacking in warmth. .

You know I totally did not realise that was your point!!! Well taken indeed!

When I compare the (relatively few ) SQ F/Suites adventures I have had myself over the past 10-ish years I can see a change service wise. My adventures last year were really good and the crews super friendly.

On the whole I like Qantas staff, but yes I do think service has slipped - I am not a frequent traveller like you, but have been travelling Qantas and BA F since 1989 and I find both very inconsistent now. Qantas staff are usually very warm and friendly, but service can be slow and perfunctory and it sometimes feels like they just want to get it done as quickly as possible, so they can go and have a nice rest themselves. Just didn't feel that with SQ.

Anyway each to their own - I am sure I will still travel QF from time to time, but after years of being a rusted on Fan person, I have now branched out and I like what I see much more.

oh, I rate SQ F up there with EY F(not taken, but impressed with all I have seen/heard), CX F etc. No question.

My feeling about general premium service levels over the past couple of decades are that, as a whole, levels have dropped. Clear exceptions exist - EY, SQ, CX are current standouts. EK I find has merged the QF inconsistency a bit - some crews are amazingly sensational, and the product is pretty good (catering I am talking about here).. of course the showers in F are da bomb, and the bars etc but sometimes I've found things like quality of catering and some crews being.. well not so great but then again they have expanded at a ridiculous rate and train something like 1,000 crew a month(!). I think somewhere like QR (and probably same for EK and EY) have such high standards, and dare I say, labor laws and hiring/firing practices that almost ensure a high level of customer satisfaction (QR's Al Baker, for example, is infamous for firings on the spot for things he finds less than perfect).

For some other carriers, you can see evidence of things like pull backs in staffing/catering/quality showing (eg QF's wine changes) and often crews, as good as they may be, are left to deliver what they're given to work with as a soft product.

I'm not trying to defend anyone here tbh though perhaps it reads a little that way. I guess I was just thinking in terms of this particular thread relating to QF.

now, if only I could get me some points worked out to go EY F - that's something I personally want to do.

(now back to the scheduled comments about QF service )

 

[AustraliaPoochie]

At least I have been given many empty seats next to me on QF flights, better than on VA when I am always squashed.
If that counts as service, to me it is, to others, no.
NOT to mention earning only 5 VFF SC on short flights, and the fares have not gone down ultra cheap. 5 SC!!! What the, ??? Now thats the pits.
QF still has its lots of plusses in my books.

 

[eminere]

:-|

God forbid QF revenue management sells out a flight completely lest they be accused of bad service for lack of empty seats.

 

[katiebell]

I have had very good experiences with QF cabin crew over the last few years on international and the last year on domestic (other than a recent flight ex OOL where I really was self-loading freight).

Having said that the standards have slipped massively in other ways. I used to look at the wine booklet (when QF used to win cellar in the sky awards) and the list was outstanding in F and good in J. Today it is a different matter: most are not worth drinking.

Likewise the food quality is much worse. Not only are the same dishes routinely served across F, J & PE but the quality has slipped too. The J 'meal' into LHR on QF09 is a disgrace: a cardboard box of lukewarm gluggy pasta for lunch… Just not good enough for a J ticket.

The so-called supper service and cafe breakfasts are yet more Qantas-style enhancements and are not acceptable. We can all choose a smaller meal if we wish but some of us have to 'hit the ground running' and do not have time to get a proper meal on arrival. The old story that 'pax do not eat a full meal so we are offering them what they want' is only true if the 'full meal' is so bad that many think it inedible i.e. a sneaky ploy to justify cutting service.

Another cut in service is the loss of Flounges. Given that MEL & SYD Flounges are wonderful experiences, I do not understand why they are not routine in other ports. Yet another QF 'enhancement' and a loss of benefit for a F fare. Then perhaps this is a way of getting rid of F (no one books F so we do not need it when actualy no one books F because the extra cost is not justified by the lack of differentiation in meals and lounges etc when compared with J).

QF management either need to offer a premium product for premium fares or gie up on premium cabins and turn themselves into a LCC. Or get management that actualy understand premium service.

 

[katiebell]

Re food choice: AY manage a meat-lover, vegetarian and other option on long haul and these manage to please most pax. BA routinely have a vegetarian option in J. QF could easily do the same in the interests of a balanced menu. Perhaps neil Perry, the inspirer of dishes, could give some advice on balancing a menu as I am sure he does in all his restaurants

 

[Flying mermaid]

now, if only I could get me some points worked out to go EY F - that's something I personally want to do.

some friends of ours travelled EY recently in F. When the onboard chef heard it was his birthday, he went and baked a birthday cake for them. .

 

[Phirana]

The difference between say CX and QF on the overnight from HKG is dramatic!! Supper and breakfast were streets ahead on CX last month compared to QF the previous year (and the BKK-SYD flight last year) , and SWMBO has now developed a real phobia towards the "Cafe breakfast" or whatever they call it on QF from Asia.

As a QF plat based in Asia and flying CX primarily, I could not agree more. Also a stark contrast in service on my recent QF J flight (HKG-SYD).

CX J/Y always receive the personally greet with a "Thankyou for flying with us again Mr P", often with the menu handed over. J meal service consistently run like a top class restaurant. On the recent QF J (A330), no acknowledge of any sort (perhaps QF Js is full of WPs?). Then later had to ask for the amenities kit/PJs because they had apparently forgotten me. This was a 3/4 full flight.

 

[serfty]

As a contrast I flew QF in Business class on a 744 Supper service from HKG on Sunday night.

Not expecting much, I made out in the Wing pre flight.

Inflight I was somewhat surprised - the oriental braised pork dish I ordered was surprisingly substantial - and very very good.

Washed it down with Bin 28 Shiraz. Finished with cheese and port - all done within 70 minutes of takeoff.

Also, there was a cafe breakfast style option or continental/serial or standard hot - I had the latter and for once ate the lot rather than picking it.

It's a shame this type of thing is a standout rather than the norm.