KUL-SIN lounge crawl 9 June 2019

Added to Calendar: 09-06-19

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And now I have a follow up lame form email from the head of "Customer Care and Disruption" but again no offer of points or anything. You think they'd throw a F fare pax something.....

apparently not. lol

(I don't really care tbh but it is interesting to see how QF has responded to what I would call a fairly long delay)
 
(I don't really care tbh but it is interesting to see how QF has responded to what I would call a fairly long delay)
I got the same email. When I tried to reply I got an automatic response saying I didn't have a valid reference number.
Same Email - I did not bother replying.

FWIW, On Monday, Nancy Bird flew on to LAX as a 4¾ hour delayed QF93 where it was downchecked due to a technical issue and there it apparently has stayed since.
 
And now I have a follow up lame form email from the head of "Customer Care and Disruption" but again no offer of points or anything. You think they'd throw a F fare pax something.....

apparently not. lol

(I don't really care tbh but it is interesting to see how QF has responded to what I would call a fairly long delay)
I got the same email. When I tried to reply I got an automatic response saying I didn't have a valid reference number.
Same Email - I did not bother replying.

FWIW, On Monday, Nancy Bird flew on to LAX as a 4¾ hour delayed QF93 where it was downchecked due to a technical issue and there it apparently has stayed since.
You chaps must be important. I have heard nothing from QF but seem to recall being in the same lounge and F. ;) ;) ;)
 
You chaps must be important. I have heard nothing from QF but seem to recall being in the same lounge and F. ;) ;) ;)

tbh Igot the email today - a day after I had that call from QF executive relations as above.. and they seemed surprised I hadn't gotten the email when I expressed that it would have been a good idea I would have thought to have sent something to al passengers to acknowledge the issue at the very least... so I kind of suspect that me getting the lame form email was possibly a manual process.

(I didn't know there WAS an email which is why I made the comment when they contacted me on Thuersday)
 
...
FWIW, On Monday, Nancy Bird flew on to LAX as a 4¾ hour delayed QF93 where it was downchecked due to a technical issue and there it apparently has stayed since.
According to a post in the delays thread it was damaged by a catering truck.
 
That’s the “after” pic. Did you take a “before” shot? ;)
Most likely not. I am not good with food photos and trip reports, this poor effort seems to surpass my terrible AKL trip report.

I will blame @jswong, for AKL we were in the F lounge together, in KL we both had the Black Pepper Crab, and I caught the LV as it slid down the stairs. :):)
 
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I think I now regret not asking for compensation. Not so much for me (I have enough points) but in general for the pax. It's pretty poor to send a (delayed... ironic) lame form email saying sorry (not sorry) but to offer not even a token few thousand points? What about for those of status or in paid premium seats? Pretty shoddy.

I know years ago I had a 6h delay on UA for a *domestic* flight from Denver to Houston... I had minor status at the time and right away after the flight had an (automated) email apologising and taking me to a link where I could select a form of compensation (it was either miles or a travel voucher to a certain value IIRC) and it was all done easily. We all know QF IT are terrible. but sheesh if the yanks can get it right....

It also seems to me that QF is only alienating pax with a lame form email. I'm not saying it demands a lot of money compo or points but SOMETHING would seem to show that they give a cough that yes, we were put out by this delay.

However come to think of it a couple of years ago doing MEL-LAX having a 3h delay (also on Nancy IIRC) due to an engine issue (it was back to the gate a few times iirc) there was nothing.

OTOH I had a 2h delay on a domestic flight once (Captain returned the 737 to the gate as he was concerned about something and refused to fly the a/c) and QF gavce everyone vouchers for food and stuff... and that was handled very well and appropriately. And while yes, they looked after pax in SIN on the ground as best they could it seems that 6 hours is significant enough that it should rate something. I mean 2 hours on a domestic flight I can live with without much issue.. it happens from time to time. There's a line somewhere...

Do we all feel like valued customers? :)
 
I think I now regret not asking for compensation. Not so much for me (I have enough points) but in general for the pax. It's pretty poor to send a (delayed... ironic) lame form email saying sorry (not sorry) but to offer not even a token few thousand points? What about for those of status or in paid premium seats? Pretty shoddy.

<snip>

Do we all feel like valued customers? :)

Airlines have the ability within their current systems to automate delay compensation to passengers.
Imagine how awesome the following scenario (which is 100% possible today by Qantas) with their existing technologies:

- The flight is delayed by xx/minutes
- Upon arrival, pax receives email/app notification that flight was delayed for xx_ reasons.
- Inside the notification is a link for you to choose from a pre-defined list of compensation gifts. Points...lounge voucher..phone call...etc

Internally, airlines categorize the nature of the delay.
If the delay is due to crew/human error, internally, the airline would cross-charge the responsible department, making them financially accountable.

Need to remember that 99.99% of airline employees have never been a frequent flyer in their lives.
Their product roadmaps are often driven by a few surveys or what industry vendors are trying to sell them. As such, it's unlikely such a pro-consumer system will roll out. Heck, look at the airlines flying into EU that have lobbied AGAINST automated compensation.

Hope this provides a little insight :)
100% agree you should complain - if only so that your complaint is logged as a statistic that may help decision making for future delays.
 
Does the US have some sort of compulsory compensation for X+ length delays?

I know years ago I had a 6h delay on UA for a *domestic* flight from Denver to Houston... I had minor status at the time and right away after the flight had an (automated) email apologising and taking me to a link where I could select a form of compensation (it was either miles or a travel voucher to a certain value IIRC) and it was all done easily. W
 
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