P1 Fail

[smarty11]

Agree. Individual expectations do differ greatly - I guess as I have been lucky to be on the end of great proactive customer service from many different companies I know the level that can be achieved with a little bit of care and process.

slightly off topic.
I guess maybe that is part of the problem. once we experience exceptional service beyond our expectations.. and then that becomes the expectations that we will be 'wowed' everytime. after that we can't expect normal service anymore. I know everyone's expectations and threshold of being 'amazed' am 'disappointed' are different but of course challenge for QF is to maintain that expectation level.

However, reading through this thread and the general P1 experience thread, along with my recent experiences, I do believe that QF is somewhat failing in keeping the top tier members happy.

 

[RichardMEL]

Agree. Individual expectations do differ greatly - I guess as I have been lucky to be on the end of great proactive customer service from many different companies I know the level that can be achieved with a little bit of care and process.

I think process is at the core here rather than intent and hopefully that's something QF is working on internally to improve; else this experience(and doubtless others that are similar) will mean nothing and it will continue.

BD1959 I believe that QF is following up with dfcatch per an earlier post from Red Roo and this may already be the case, and it could be under confidential terms.

 

[Mrmaxwell]

I think process is at the core here rather than intent and hopefully that's something QF is working on internally to improve;

Agree. I am sure QF WP1 team never intend to give bad service, but the process is surely letting them down and resulting in such.

You've hit the nail on the head moving forward - this thread is the basis of a process improvement task for them and if they don't take it on board then that is the real failing.

 

[esseeeayeenn]

I'm so glad I'm a lowly WP and don't have to worry about big issues like whether the P1 service team has been proactive enough to call me before I called them to offer me a solution I don't want.

 

[dfcatch]

I'm so glad I'm a lowly WP and don't have to worry about big issues like whether the P1 service team has been proactive enough to call me before I called them to offer me a solution I don't want.

Any solution (wanted or not) would be an improvement on this particular experience .

That's one of the core issue

 

[marki]

Any solution (wanted or not) would be an improvement on this particular experience .

That's one of the core issue

Back in the days when I was a WP1 I remember vividly not being bothered to much with worry, about big issues like whether the P1 service team has been proactive enough to call me before I called them to offer me a solution I don't want. In fact I was kind of relaxed slipping back into lowly WP, really being the brands new Gold standard anyway.

 

[RichardMEL]

Back in the days when I was a WP1 I remember vividly not being bothered to much with worry, about big issues like whether the P1 service team has been proactive enough to call me before I called them to offer me a solution I don't want. In fact I was kind of relaxed slipping back into lowly WP, really being the brands new Gold standard anyway.

JohnK is that you?

(sorry couldn't resist)

 

[marki]

Hey any further P1 fails, loved reading this thread.
WP the new Gold Johnk was right it sucks to be WP

 

[danny09]

Get this in my inbox today.

Qantas Platinum One would like to invite you and a guest to see Ed Sheeran playing solo in concert in Perth.Every single sound on stage will be produced by his voice, guitar and a series of loop pedals, filling the stadium with hypnotising layers of sound. Your tickets will be A reserve giving you some of the best vantage points in the stadium.
Ed will be supported by special guests Rudimental, Passenger and Foy Vance.
When: Wednesday 02 December
Where: nib Stadium, 310 Pier Street, Perth
Time: 6pm
If you would like to be a part of this fantastic experience please register below with your guest details and mailing address.

So i register & get this "Sorry, this event is now fully subscribed"

I responded to the e-mail within 30 minutes of receiving it, as I had to organise my guest details to see who was free that day to go. So i decided to call the SST to see what they have to say about it, if it's a system problem or if it is actually full. Totally full they said, got put onto the supervisor & she explained how the this is a system generated invite & at times they fill up very quick, but the system hasn't had a chance to catch up yet, so of course it had invited me to an event that was already full (typical right)

I had a good chat with the supervisor saying how in the 4 years of being P1 have had 1 other invite like this (P!NK concert) but that was invited via a phone call & then a follow up e-mail, & that I have never seen this system generated e-mail invite. The Supervisor went on to explain how in previous events they were finding it was too time consuming on phoning & e-mail every individual person (not answering or e-mails not getting replied too, call backs, etc) & now it's this system generated invites, so again takes the personal touch out of it.

The supervisor did offer me hugh jackman on the 15th December, but I declined as I'am not in Perth then, but to be honest why hadn't i been invited anyways, not just because I complained.

I explained how there is no benefit in being P1 anymore, classic example about the lack on invites, have to get 3 x the SC's needed for WP (for what exactly) Yeah sure you don't expect to get invites every few months, but once a year I think it's important, they say how good the P1 benefits are, well they should dam well deliver in what they say.

Nice to get in the invite but very disappointing about the outcome.........

 

[michaele]

Sure, some concert tickets and invites to events etc are nice.. but lets be honest: the priority should be ensuring everything travel related is absolutely top notch and smooth - every single time. From booking, airport/lounge experience, in the air, and any rebooking/cxl/follow up issues - the focus should be 'proactive as possible', and 'as personal as realistic'. Understanding those needs is key. The priority has to be making the experience exceptional.

From someone who works in a role which is heavily consumer experience focused - This has to be QF's focus if you're flying enough to reach P1.

 

[Princess Fiona]

Get this in my inbox today.

Qantas Platinum One would like to invite you and a guest to see Ed Sheeran playing solo in concert in Perth.Every single sound on stage will be produced by his voice, guitar and a series of loop pedals, filling the stadium with hypnotising layers of sound. Your tickets will be A reserve giving you some of the best vantage points in the stadium.
Ed will be supported by special guests Rudimental, Passenger and Foy Vance.
When: Wednesday 02 December
Where: nib Stadium, 310 Pier Street, Perth
Time: 6pm
If you would like to be a part of this fantastic experience please register below with your guest details and mailing address.

So i register & get this "[FONT=helvetica, arial, sans-serif]Sorry, this event is now fully subscribed"[/FONT]

[FONT=helvetica, arial, sans-serif]I responded to the e-mail within 30 minutes of receiving it, as I had to organise my guest details to see who was free that day to go. So i decided to call the SST to see what they have to say about it, if it's a system problem or if it is actually full. Totally full they said, got put onto the supervisor & she explained how the this is a system generated invite & at times they fill up very quick, but the system hasn't had a chance to catch up yet, so of course it had invited me to an event that was already full (typical right)

I had a good chat with the supervisor saying how in the 4 years of being P1 have had 1 other invite like this (P!NK concert) but that was invited via a phone call & then a follow up e-mail, & that I have never seen this system generated e-mail invite. The Supervisor went on to explain how in previous events they were finding it was too time consuming on phoning & e-mail every individual person (not answering or e-mails not getting replied too, call backs, etc) & now it's this system generated invites, so again takes the personal touch out of it.

I explained how there is no benefit in being P1 anymore, classic example about the lack on invites, have to get 3 x the SC's needed for WP (for what exactly) Yeah sure you don't expect to get invites every few months, but once a year I think it's important, they say how good the P1 benefits are, well they should dam well deliver in what they say.

Nice to get in the invite but very disappointing about the outcome.........


[/FONT]

That's quite simply atrocious customer service.
Very poor way to treat your best customers.

 

[boomy]

I explained how there is no benefit in being P1 anymore, classic example about the lack on invites, have to get 3 x the SC's needed for WP (for what exactly) Yeah sure you don't expect to get invites every few months, but once a year I think it's important, they say how good the P1 benefits are, well they should dam well deliver in what they say.

Didn't get an invite to anything in years, I have a feeling they don't offer them in a fair way and some P1s receive more than others.

Anyway, they should have told you main benefit of P1 is avoiding the drop to Worthless Platinum

 

[mannej]

Sure, some concert tickets and invites to events etc are nice.. but lets be honest: the priority should be ensuring everything travel related is absolutely top notch and smooth - every single time. From booking, airport/lounge experience, in the air, and any rebooking/cxl/follow up issues - the focus should be 'proactive as possible', and 'as personal as realistic'. Understanding those needs is key. The priority has to be making the experience exceptional.

From someone who works in a role which is heavily consumer experience focused - This has to be QF's focus if you're flying enough to reach P1.

Your response misses the point, I'd be cheesed off to receive an invite such as that but to be told no dice like that.

 

[Solid]

If my business sent an automatic invite to something that was already full I would make a seat available and apologise.

 

[Pleb Status]

Not a P1 fail as such, but more a P1 observation.

In the two and a third years I was a QF P1 (off the P1 sauce for seven weeks now), I received a total of four airport Op Ups plus one onboard Op Up. Four PER-BNE and one PER-SIN. All Y->J. If you want J, pay for J I hear everybody scream.... and I agree.

However, with the recent VA 20pts/$ spent deal, I booked a couple of Flexi fares to use up the last of my four free WP J upgrades for the year. This got me thinking, in my first year as a VA WP, I have almost received as many 'free' upgrades as I received in more than two years as a QF P1. And come February, another four upgrades will be deposited into my account.

I know I was a 'second tier' P1, but you would think that QF would at least want to match what VA give their WP customers (who can requalify at less than a quarter of the SC). Some sort of unpublished upgrade credit system maybe.

 

[michaele]

Your response misses the point, I'd be cheesed off to receive an invite such as that but to be told no dice like that.

Oh, I totally agree with you - I'd be pissed off at how that event offer and retraction occurred.

My post was more generally at the strategic purpose of P1 - if you had to define one key area to focus on, it wouldnt be offering tickets to events etc, it would be ensuring P1s receive the 'ultimate flying experience'.

 

[pjm99au]

I recently received a similar invite to the ballet in Sydney (2nd invite in 2 and a bit years). Mrs pjm very excited . Replied via the website link to find out no spaces available. Mrs pjm very disappointed . Seriously think the new "system" is worse from a customer point of view. Previously Mrs. Pjm was blissfully unaware of what she wasn't being invited to attend

 

[Pushka]

There is nothing worse in PR/Customer Relations, than raising high expectations (that didn't need to be raised in the first place) and then failing completely, to deliver.

 

[TonyHancock]

Your response misses the point, I'd be cheesed off to receive an invite such as that but to be told no dice like that.

The problem is QF is creating these issues unnecessarily in my opinion. Am I going to choose QF because I get invited to a couple of events? I am certainly less likely too when I and assured I am the top of the list for an invitation to a specific event and then don't receive one. (It was sorted out in the end ). Part of the problem is that the amount of travel required to reach P1 reduces the number of events P1's are able to attend and also prevents P1's being called up and invited to events. That was the reason I was given!!!! In essence I was penalised for traveling with QF too much. (As in QF knew I was traveling because it was with them, knew I was overseas, and therefore did not contact me with an invitation to an event that I would be able to attend, and one that I had been assured I was top of the list for an invitation.)

All I have really looked for is good support, excellent service when flying QF, and when things go wrong I like to be looked after. On the whole QF has done reasonably well for me on these.

I don't think anyone will disagree that danny09's experience was poor but I just question why QF puts itself in that position rather than focussing on delivering excellent travel related customer service to P1's. :?:

 

[opusman]

P1's get so much special treatment anyway, I'm sure you can cope without free concert tickets