Is QF possibly the worst airline in the world?

[Max Samuels]

I know that this is a topic done to death, but as a Plat FF I expect to be talked to like a person rather than a dog. Recently I was on Air Asia on a $10 fare in Malaysia... not status, no food, no nothing... but friendly smiley staff.

So why can't the Qantas Staff in the Melbourne Business Class (Domestic) Lounge manage to find a smile and speak to me politely?

How does one complain about this? I wanted to say something but was afraid I would be accused of terrorism and sent to jail...

 

[simongr]

Short answer - no it's not the worst airline in the world.

Go to Qantas - flights to Australia, New Zealand, Africa and Asia. Book airfares at qantas.com. and register a complaint through the contact us feedback process.

Not entirely sure why you think you might get arrested or be accused of terrorism if you are complaining about service quality unless you are just trying to drum up feedback with ridiculous hyperbole?

 

[drron]

Absolutely not.I would certainly fly them every time in preference to Air asia.Sure the staff smiled and were friendly as they tried once more to part you from your money.Botched seat allocations(wife and I were in the same seat and staff didn't seem to think it was a problem as they smiled),late flights,cancelled flight and no bus organised to take us to the terminal from our tarmac pad at BKK.And I only had 2 sectors with them.Give me QF any day.

 

[MelUser]

I do not agree with the title of this post.

But, I was travelling QF Sat morning and went into the Domestic Business Class lounge with my partner.

Boarding passes were both pre printed at home and the lounge entry woman only saw the top one. I thought in quite a rude way she became overly questioning of our right to enter the lounge:

- we were both travelling Business Class; and
- we are both Qantas Plat Freq Flyers.

I found her behaviour over zealous and offensive especially given she let in a Platinum passenger travelling economy class with 2 feral guests who were not travelling anywhere and then all 3 of them proceeded to stuff their faces!!!

 

[Max Samuels]

"ridiculous hyperbole?"? Hardly. Perhaps you haven't seen the countless other posts of people complaining that any complaint made to Qantas is just brushed aside?

And perhaps you missed the news clip last year of the woman that complained to a Jetstar staff member, only to be thrown off the flight. She complained to the company and they told her, as I recall, never to fly on their airline again. I believe that only after the media got involved, Jetstar was very apologetic, and that particular staff member was stood down.

So, in answer to your question, yes, I am afraid to make a complaint to a staff member - about them, and to their face - because history has shown that they hold all the cards and respond in a hysterical manner.

 

[Grooba]

Certainly not the worst airline.

Many of us feel your pain about the lounge dragons. Personally I find that they have generally improved at most lounges - if I am nice and pleasant when I walk up the see them for whatever, generally I'm treated the same way in return.

 

[nlagalle]

"ridiculous hyperbole?"? Hardly. Perhaps you haven't seen the countless other posts of people complaining that any complaint made to Qantas is just brushed aside?

And perhaps you missed the news clip last year of the woman that complained to a Jetstar staff member, only to be thrown off the flight. She complained to the company and they told her, as I recall, never to fly on their airline again. I believe that only after the media got involved, Jetstar was very apologetic, and that particular staff member was stood down.

So, in answer to your question, yes, I am afraid to make a complaint to a staff member - about them, and to their face - because history has shown that they hold all the cards and respond in a hysterical manner.

For every complaint you see on here, imagine how many people have received excellent service that isn't recognised on here. Everyone is happy to jump up and down when something wrong is done by them, but there are very few posts about people being chuffed at good Customer service.

I for one have been very happy with QF staff over the last few months, and I have flown about twice a week since April.

Yes they probably brush complaints aside, but any large corporation does that too.

In regards to the Jetstar complaint - that woman is not entirely blameless either, She wasn't helping her cause either. Jetstar did the right thing to drown the publicity and apologise.

And although owned by QF, Jetstar is it's own entity.

 

[opusman]

It's a little bit more important to me that the plane doesn't crash, than that the cabin staff are polite. Of course both would be ideal, but the worst airline in the world? Hardly.

 

[JetLagged]

Max - it all depends on 'how' you approach people with your complaint, as well as how fair your complaint is. If you raise an appropriate concern in an appropriate manner, then I have found (yes, even with Qantas) that your message is received clearly and acted upon with courtesy.

As a fellow Platinum flyer, I find that I am nearly always greeted with a smile - maybe because I also greet them with a smile and a cheery 'Good morning/afternoon'. From the tone of your message, and a pity your first post to AFF has raised some hackles, I am wondering what your approach style was. As someone with qualifications and experience in psychology, I suggest a relaxed appraoch is the right way to go rather than an over-reaction and explosive outburst.

Mind you, I found the lounge dragons at Melbourne to be officious, but still able to smile and acknowledge my presence, and were efficient - what more do you want? Fawning treatment without actually doing anything?

 

[munitalP]

"ridiculous hyperbole?"? Hardly. Perhaps you haven't seen the countless other posts of people complaining that any complaint made to Qantas is just brushed aside?

And perhaps you missed the news clip last year of the woman that complained to a Jetstar staff member, only to be thrown off the flight. She complained to the company and they told her, as I recall, never to fly on their airline again. I believe that only after the media got involved, Jetstar was very apologetic, and that particular staff member was stood down.

So, in answer to your question, yes, I am afraid to make a complaint to a staff member - about them, and to their face - because history has shown that they hold all the cards and respond in a hysterical manner.

You are confusing airlines Max, Qantas and Jetstar operate as two separate companies - like Audi and Volkswagen...

I don't disagree with your take on the lounge dragons, I face them a number of times a week, but, next time you are in the MEL J lounge, take a seat at the end where you can see the PAX as they enter the lounge, watch how many are rude and arrogant towards the lounge dragons and ask yourself if you were able to cope with this many times an hour and how you would react.

And no, Qantas is far from the worst airline in the world - in fact, it's not even the worst in Australia...

munitalP

 

[serfty]

... So, in answer to your question, yes, I am afraid to make a complaint to a staff member - about them, and to their face - because history has shown that they hold all the cards and respond in a hysterical manner.

Welcome to AFF Max.

I find that's a very unusual attitude for a Qantas Platinum Frequent Flyer to have.

 

[Max Samuels]

You know the really interesting thing about this particular forum is that I only stumbled across it because I did an internet search on how to complain about about Qantas! Naturally, many, many, many threads from this website popped up in the results.

Now, I don't know why so many people make up so many excuses for the way Qantas staff behave... "did you talk to them nicely"? "Did you get their back up"? "Did you make sure to walk on egg shells"?. I don't know why we put up it with. I don't know what kind jobs other people have, but I am an account manager in advertising. If I EVER spoke to any of my clients the way that Qantas speaks to me (and lots of other people, by the sounds of things), I would be fired. No matter what tone a client uses when they speak to me, it is not my job to teach them manners. It is my job however to be the bigger person and just get on with my job.

And for the record, I have never been rude to anyone at Qantas or any other service staff anywhere. I think it interesting that we are all so used to receiving such a cough level of service that we need to make excuses for it!

And before someone says "if you don't like it go somewhere else", let me say this: I do. Whenever possible I fly CX or JL, even if QF have a direct service, simply to avoid them. Unfortunately for domestic flights I don't really have a choice.

 

[Max Samuels]

I find that's a very unusual attitude for a Qantas Platinum Frequent Flyer to have.

As a friend at Qantas once told me: "There are a million Platinum Frequent Flyers so don't feel special"!

 

[NM]

If you have a complaint about the way lounge staff have acted, then there are three choices:

1. Politely ask another staff member for you to speak to the lounge manager. Present your case politely, factually and unemotionally to the manager, not in the presence of the staff member about whom the complaint is made.
2. Send a letter or email to Qantas Customer Relations outlining your complaint in a polite, factual and unemotional manner. Be sure to provide details such as date and time.
3. Take it on the chin as someone having a bad day.

In my experience and opinion, and from reading lots of reviews, comments, blogs, forums etc, I truly believe all airlines have problems and Qantas is in no way exempt from issues, especially when it comes to inconsistent attitudes and actions from staff. In Australia and especially on this forum, people have a high exposure to Qantas services and we are going to hear a great deal more about complains about Qantas customer service than about other airlines. Is Qantas the worst airline for customer service? - No. Is Qantas the best airline for customer service? - No. Is Qantas exempt from customer service issues? - No. Should you complain about poor customer service? - only you know how bad it really was and if it warrants a complaint. If you feel it does (and that is certainly how I expect you feel based on your posts here) then follow options 1 or 2 above.

 

[nlagalle]

You know the really interesting thing about this particular forum is that I only stumbled across it because I did an internet search on how to complain about about Qantas! Naturally, many, many, many threads from this website popped up in the results.

Now, I don't know why so many people make up so many excuses for the way Qantas staff behave... "did you talk to them nicely"? "Did you get their back up"? "Did you make sure to walk on egg shells"?. I don't know why we put up it with. I don't know what kind jobs other people have, but I am an account manager in advertising. If I EVER spoke to any of my clients the way that Qantas speaks to me (and lots of other people, by the sounds of things), I would be fired. No matter what tone a client uses when they speak to me, it is not my job to teach them manners. It is my job however to be the bigger person and just get on with my job.

And for the record, I have never been rude to anyone at Qantas or any other service staff anywhere. I think it interesting that we are all so used to receiving such a cough level of service that we need to make excuses for it!

And before someone says "if you don't like it go somewhere else", let me say this: I do. Whenever possible I fly CX or JL, even if QF have a direct service, simply to avoid them. Unfortunately for domestic flights I don't really have a choice.

I don't think people are making excuses, in my case I have found them to be very friendly and helpful and that was flying J and Y. I wouldn't be making excuses for them if they weren't. And I am certainly not used to "cough" service.

as I said before, for every complaint posted here, there will be more non posts about exceptional service.

Nick

 

[serfty]

I would say that it is almost certain Qantas is the most complained about airline in Australia. This is mainly because Qantas fly more in Australia than any other airline.

The world? Absolutely Not - Qantas do not even come close to having the most operations when compared with the rest of the world's airlines.

 

[Max Samuels]

I truly believe all airlines have problems and Qantas is in no way exempt from issues, especially when it comes to inconsistent attitudes and actions from staff. In Australia and especially on this forum, people have a high exposure to Qantas services and we are going to hear a great deal more about complains about Qantas customer service than about other airlines.

You know, I would usually agree with you from a purely logical point of view, as the point you raised about posters here being more exposed to Qantas is certainly true. However, over the past several years I have made almost twice-monthly trips to either SIN/BKK/HKG/ICN/NRT. I would probably do 75% Y and 25% J. And of all these flights about 80% were not on Qantas (JL/CX). And I can say with absolute certainty that the QF flights taken in this time were on average the worst. Every time. Especially QF21/22 (does anyone know why those particular flights are always bad???) and QF1/2.

And in almost every case it came down to the attitude of the staff.

I also have noticed that upgrades (unrequested) on QF are very very rare indeed. I have been upgraded on CX numerous times and I am not even one of their own FFs.

Interestingly enough, I flew QF94 the other day on the A380 - the staff were amazing! Are these even Qantas staff?

 

[NM]

And I can say with absolute certainty that the QF flights taken in this time were on average the worst. Every time. Especially QF21/22 (does anyone know why those particular flights are always bad???) and QF1/2.

Well that is your experience and nobody can change that. I have not personally flown QF21/22 or QF1/2 so can't comment on those specific flights. All my flights through NRT have been with CX or AA except for one NRT-BNE overnighter in J on a QF 763 which had no issues. And my flights through BKK have been with CX or BA (in F to SYD).

And in almost every case it came down to the attitude of the staff.

There certainly can be cultural differences between QF staff (sometimes typical Aussie attitudes) and CX/JL staff (and other Asia-based airlines). But I have not had many experiences with rude or arrogant staff on board. I have had some ground staff that were obviously not having their best day .

I also have noticed that upgrades (unrequested) on QF are very very rare indeed. I have been upgraded on CX numerous times and I am not even one of their own FFs.

Yes, CX is well known for being generous to OneWorld elite status members when it comes to operational upgrades. Qantas seems to get their yield management right more often than many other airlines, resulting in less need for operational upgrades and they will only give op-ups when necessary. I have had more operational upgrades on CX in the last few years than any other airline, and QF probably accounts for 80% of my flights. But I travel using my AAdvantage FF number in the booking.

Interestingly enough, I flew QF94 the other day on the A380 - the staff were amazing! Are these even Qantas staff?

A380 staff are from a different pool and dedicated to A380 operations. Some people are concerned that especially in the premium cabins they have less experience than some of the 744 staff, but that can lead to more attention to detail and attentive service, even if they make a few mistakes laying the cutlery/china on the First Class meal tables or take a little longer to get the meals out to the business class cabin.

 

[simongr]

"ridiculous hyperbole?"? Hardly. Perhaps you haven't seen the countless other posts of people complaining that any complaint made to Qantas is just brushed aside?

I am not sure I have seen countless posts about any complaint being brushed aside.

Personally my experience of QF issues has been dealt with like this:

Non-working IFE - $300 travel voucher delivered to my home address
Non working IFE - $50 in flight duty free voucher
Non-working IFE - $100 in flight duty free voucher
Poor food - $100 gift voucher to a restaurant in Sydney
Cancelled 2nd leg of flight - $1000 travel voucher delivered to my home address

My recent experience of QF has been the best I have had in years - attentive staff when travelling with babygr, exemplary staff in First, excellent staff generally in Business class.

There was also the release/access to frequent flyer seats when I needed to go back to the UK for a funeral at short notice.

My interactions with the lounge staff have been minimal - flash the card/BP generally and walk right in. when requesting points upgrades staff have all been very helpful.

Personally I wont rate an airline positively based on the lack of free upgrades - if anything it means to me that the airline is being inefficiently run or has inefective load management processes - both of which mean I am paying higher prices than I should.

And before you launch into a "QF apologist" comment you might want to read some of my other scathing attacks on QF where I pretty much stopped flying them internationally when I was doing 3 RTW trips per year plus two trip to HKG...

 

[kamchatsky]

Whilst I am not the greatest fan of Qantas, they are certainly not the worst ones in the world (try the US and even European carriers!). I always found their customer service hit and miss depending on your luck.

But yes, I understand where you are coming from in regard to customer service attitudes. I always had a great time flying Asian airlines because in general their services are better than QF. However QF is definitely not the worst.

The real problem is that QF ads makes them sound like a "super premium" airline, when in reality it is not. This is a problem because all of us looked at the ads, and think QF must be the best, when they are not the case.

Maybe you should try Virgin Blue instead?