My good experience with Qantas

Joined
Oct 17, 2015
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I had a look to see if I could post on an exisiting thread about "Qantas - good service experiences" - alas I couldn't find one! So here is a start.
I recently returned on QF10 from London to Darwin direct. Unfortunately, due to flight changes and other family needs I spent my birthday on this flight, effectively missing most of it. I was pleasantly surprised, when given my meal, to also be given a special cake (albeit tasting awful, it's the thought that counts), sparkling wine and a note wishing me a Happy Birthday from the crew. Followed up with further offers of more drinks. When I asked how they knew - the steward responded "We know everything!"

This was a kind and thoughtful gesture, accompanying great service throughout my return journey. In my experience I believe COVID has had a very positive impact on the attitude of the Qantas crew. The service I experienced, felt fresh, enthusiastic and focused on making the passengers journey as enjoyable as possible. Thanks Qantas.


qf-meal.jpg
 

RichardMEL

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Thank you Millie for this post.

much needed good story.. not to excuse QF for all the many failings documented endlessly, but gee it's good to see a nice little CS story like this (sorry the cake actually sucked for you :( ).

That's just a really nice thing and I am sure gives you a reason to book again, but above that in these times that gesture brings a bit of humanity back to a harried travel experience these days.

nice work by the QF team in this instance. :)
 

jpp42

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I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.
 

RichardMEL

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I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.
if Millie is a QFF member it's likely to have been on the CSM's Ipad which contains various bits of info from profiles and probably (or may) hilight things like pax birthdays.. I've read anecdotal items that drinks preferences (for F pax) are recorded and other things so it would not surprise me.

Now it's hard to know if that cake was pre-loaded (since it may or may not have been a special catering item or just something the crew made up from say J stock or something) but if the former, that would indicate some definite pre-planning.

I am reminded of a conversation I had with a (domestic) CSM on a flight the other week who was reviewing the very same app for a flight he was working later that evening. He mentioned to me he reviewed before flights to know items like VIP's, UM's, wheelchair pax, all the little things to pre-plan service items.. so this may have been the sortof thing that happened before QF10.

It looks like Millie was in Y (or W?) from the pic, and I am unsure if she has status, but either way that's an extra impressive effort tbh (not intending to demean Y pax in any way, just the consideration/thought).

QF do note birthdays or at least obviously they know from QFF profiles but I had a conversation last year with a VIP team member about the usual cancels and whatever and she volunteered herself with no comment from me "And you had to cancel flights on your birthday last year also!" - now either that's a very observant agent, or possibly noted somehow. Either way I was impressed.
 

MARTINE

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Apr 6, 2018
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I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.
It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport!!
 

Rangalad

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Dec 15, 2012
Posts
322
It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport
I had a look to see if I could post on an exisiting thread about "Qantas - good service experiences" - alas I couldn't find one! So here is a start.
I recently returned on QF10 from London to Darwin direct. Unfortunately, due to flight changes and other family needs I spent my birthday on this flight, effectively missing most of it. I was pleasantly surprised, when given my meal, to also be given a special cake (albeit tasting awful, it's the thought that counts), sparkling wine and a note wishing me a Happy Birthday from the crew. Followed up with further offers of more drinks. When I asked how they knew - the steward responded "We know everything!"

This was a kind and thoughtful gesture, accompanying great service throughout my return journey. In my experience I believe COVID has had a very positive impact on the attitude of the Qantas crew. The service I experienced, felt fresh, enthusiastic and focused on making the passengers journey as enjoyable as possible. Thanks Qantas.


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Had the same in the MH lounge at KUL.
 

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Joined
Oct 17, 2015
Posts
72
if Millie is a QFF member it's likely to have been on the CSM's Ipad which contains various bits of info from profiles and probably (or may) hilight things like pax birthdays.. I've read anecdotal items that drinks preferences (for F pax) are recorded and other things so it would not surprise me.

Now it's hard to know if that cake was pre-loaded (since it may or may not have been a special catering item or just something the crew made up from say J stock or something) but if the former, that would indicate some definite pre-planning.

I am reminded of a conversation I had with a (domestic) CSM on a flight the other week who was reviewing the very same app for a flight he was working later that evening. He mentioned to me he reviewed before flights to know items like VIP's, UM's, wheelchair pax, all the little things to pre-plan service items.. so this may have been the sortof thing that happened before QF10.

It looks like Millie was in Y (or W?) from the pic, and I am unsure if she has status, but either way that's an extra impressive effort tbh (not intending to demean Y pax in any way, just the consideration/thought).

QF do note birthdays or at least obviously they know from QFF profiles but I had a conversation last year with a VIP team member about the usual cancels and whatever and she volunteered herself with no comment from me "And you had to cancel flights on your birthday last year also!" - now either that's a very observant agent, or possibly noted somehow. Either way I was impressed.
I am a QFF member, I was in the very back seat of economy ;)😱🤣
 

kookaburra75

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I am a QFF member, I was in the very back seat of economy ;)😱🤣
I'm glad you had a good trip back. I too have spent many a long haul flight to the UK and back for work, in Y. As I'm WP, the CSM would always come and say hello and see what they could do. Peeking at their tablet, I could see customer reference notes against my profile, so they do keep track of some forms of information - which is good to see.

My most recent was flying to the UK on QF1 and celebrating New Years Eve (2019/2020) in row 80 - I was supposed to be in the Y mini-cabin, but it was swapped out to one of the refurbished A380s. The CSM, Aaron stopped by for a chat after we left Singapore and I asked what the new cabin was like 'upstairs'. He very kindly took me up to the lounge at the front of business as they were doing NYE drinks and snacks, and I spent a few hours relaxing on the couch with my book, bubbles and nibbles, before reluctantly creeping back downstairs. Those little things do matter.
 

OZDUCK

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Aug 1, 2010
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It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport!!

Very similar thing happened to my daughter when I used points to upgrade her to QF J on a Per - Sin flight. She was 20 but looked much younger and the crew took some convincing to give her an alcoholic drink. Her boyfriend was left in Y.
 

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