P1 Fail

[SeatBackForward]

A rather curious bunch. Was on a flight with them occupying the entire F cabin years ago. No IFE usage at all, rather just reading books and sleep.

I was most impressed they knew exactly where the old F lounge was in SIN and were making a mad dash to it.

I knew a F FA on the flight. They are considered VVIP. I imagine higher than P1 to bring it back on topic.

Some of them are considered "Exclusive"

 

[BD1959]

There's just one problem - while it is not the same every day (and, to be fair, some days almost all the QFi network can run like clockwork), when it is bad - it is really bad - with rolling 24 hour delays, aircraft substitutions and presumably very unhappy passengers. The SST staff would be kept busy monitoring the QF delays and cancellations thread and would not have time to attend to P1s.

As much as most (if not all of us) appreciate the job you do, Melburnian1, I think kevrosmith's original suggestion that QFF should monitor AFF for cancellations was ... well ... as little tongue-in-cheek?? (as your response may well have been, I have difficulty distinguishing humour in online posts!!)

The published benefit states:

Dedicated Platinum One Team
The dedicated Platinum One Team offers specialist support when you need urgent assistance or help beyond routine requests. They will personally manage any flight changes or re-routes and provide support to help minimise any inconvenience.

QF should - of course - have the tools in place themselves to be able to manage a process to enable a published benefit. As others have stated, shouldn't be too much trouble for a bot to scan disrupted flights for P1s and alert the team.

Whatever that process is, seems to have failed since the team were totally unaware of the situation when the OP called.

Regards,

BD

 

[Red Roo]

While the Platinum One team will follow up with the OP, I'd like clarify that the aircraft scheduled to operate QF11 SYD/LAX 25AUG was indeed changed from an A380 to a B747 due to a mechanical issue.

VH-OQF arrived in to SYD this morning after operating QF8 DFW/SYD 23AUG. An issue regarding a valve change and smell event required unscheduled maintenance, and subsequent change of aircraft.

Our teams did their best in contacting customers individually as soon as they were made aware of the change late last night. It seems the OP got in touch with our Reservations team before they had a chance to contact him.

As has been suggested, we did operate A380 aircraft as chartered flights over the past couple of days. The first was VH-OQJ departing 23AUG SYD/BNE/DXB/LHR, and the second VH-OQA departing 24AUG BNE/LAX.

 

[kevrosmith]

Even if the original A380 went RS due to mechnical issues, it's still valid to suggest that the A380 was swapped to a B747 due to charters... the charters possibly meant that an A380 to A380 swap was not possible.

 

[Melburnian1]

BD1959, yes, the Internet is not good for expressing 'tongue in cheek' sentiments although my comment about how some days the QFi network runs very well (and other days it does not) was meant to be a mere factual observation. Some of us do not like using those 'emoticon' or whatever they are called symbols.

 

[Red Roo]

Even if the original A380 went RS due to mechnical issues, it's still valid to suggest that the A380 was swapped to a B747 due to charters... the charters possibly meant that an A380 to A380 swap was not possible.

Yes, and no...it's often a logistical "balancing act" between schedules and aircraft being available for supplementary services such as charters.

The mechanical issues with QF11 today were unforeseen, however charter flights are usually scheduled many months in advance.

By way of example, the charter operated by VH-OQJ was booked far enough ahead that QF1 SYD/LON wasn't scheduled for 23AUG. This avoided having customers reaccommodated at the last minute, and also assisted with operational factors such as crewing and catering.

 

[michaele]

I think that's a fair response specifically to the aircraft swap by RedRoo.

However, I do think as a P1 you would hope/expect that when the above situation does occur, you'd be more pro-actively advised, and managed.

"As our top tier membership level, Platinum One members are rewarded with the ultimate level of personalised service. All the benefits of Platinum apply, plus extra special privileges that make each journey an absolute pleasure."

 

[RichardMEL]

COMMENT:

*Not* defending the P1 SST except to say this...

I'd always understood the SST were there to assist with requests and help with issues *outside of res*

Indeed one time I called with a issue that related to reservations, P1 (politely) put me through to Premium Res who handled the issue. SST massaged the call in terms of running interference as it were and perhaps suggesting behind the scenes to help this WP1 as much as possible, and res were more than reasonable with that particular request. No issue.

My only even close experience to this situation involved a mechanical on a MEL-CBR (IIRC) flight on a 717 that was cancelled due to a mechanical issue. I was in the MEL QP at the time (the J lounge was closed as this was between christmas/NY). Now I noticed and had approeached the desk, but right after I'd sorted it with the lounge angels, I had a call from Premium Res, who were in BNE at the time. They advised the change offered options etc. I said well I'd already sorted it with the lounge and it was all good. The res agent mentioned they contacted me when dealing with the reaccoms of the cancelled flight and as a P1 I was at the top of the list, how valuable I was to QF and all that.

this was res, not the SST.

That fit with my expectation (as above) as how the "system" works.

In this specific instance I'd suggest the "fail" was with res who it seems were managing the moving of folks around, did not contact the OP appropriately. From the post, P1 SST were clearly unware of an issue until they called up. It suggests a system fail, or even that if the flights were under res control that it may not have been flagged for them. It may have even been a case of this pax still has a Y seat to LAX on the same flight (I am not saying the a/c swap isn't an issue btw, just that this may not have been raised as a red flag per se).

So I don't know that this is an SST issue (and the OP has said as much in follow ups today).

It's a pity that P1 and/or res couldn't compensate from an upgrade to at least W or J on the 744, but maybe this has happened. It may be difficult with the booked loads and capacity change of course.

I'd always thought if I had issues like this the first point of contact I'd try would be Premium Res and if that did not resolve to THEN call the SST... but maybe I have that wrong.

just my 2 cents.

 

[ABC1]

Even if the original A380 went RS due to mechnical issues, it's still valid to suggest that the A380 was swapped to a B747 due to charters... the charters possibly meant that an A380 to A380 swap was not possible.

there is an A380 in Manila. no plane to swap out. The charters have not affected ops. As pointed out by Red Roo, there was no QF1 on 23 AUG and no A380 QF11 on 24 AU

 

[maninblack]

VH-OQF arrived in to SYD this morning after operating QF8 DFW/SYD 23AUG. An issue regarding a valve change and smell event required unscheduled maintenance, and subsequent change of aircraft.

Plumbing and smell events. Always problematic in confined spaces at 35,000ft!

 

[JohnPhelan]

OK, so looking at this as unemotionally as possible:

* flight date was unchanged
* flight departure time was unchanged
* flight number was unchanged
* class of travel (Y) was unchanged
* seat type (refurbed A380/B744 Y) was unchanged

..... is it reasonable that the OP should have been contacted at all? Is it reasonable because he is P1? What if he was only WP? Or SG or PS?

Should every pax on the flight be contacted to be told of an aircraft type change when all the other details remain the same?

 

[RooFlyer]

I've mentioned this before, so apologies to those who have read it before .

Air Canada have a top status category "100K Super Elite" (equivalent to P1) - I think 35K or 50K in their system gets you Star Gold; 75K is about Platinum on the QFF scale. I was only 100K for one year but my experiences of the 'Concierge' service available to 100KSE were outstanding. Although the old hands say its nothing like it used to be.

* One or two Concierge staff at each major Canadian airport and at about 8 major international airports on their network. You could pop in and say hi to them - very accessible.

* The Concierges kept track of every 100KSE passing through 'their' airport, and nearby ports they 'covered';

* The really did act pro-actively in case of delays or planes going tech - hugely valuable if you consider the interruptions due to winter weather in Nth America;

* Often you would be re-booked before you knew there was a problem with your next flight;

* They could and did do other tasks if you asked them nicely - such as making hotel reservations or arrange a limo (they had their own phone numbers, so you could easily phone or text them directly), pick up something from lost property, check if something left behind at security etc.

SE100Ks also got perks such as first dibs at upgrades (could request earlier), better seating availability etc etc. as you would expect.

I've never aspired to get to P1 on QFF, but I did try hard to get to SE100K (and also tried hard last year, but only made it to 75K ). Not sure how the Concierge thing is going these days, but it was great for me while it lasted!

If QFF had something like Concierge, I'd be at P1 in a flash!

 

[RooFlyer]

OK, so looking at this as unemotionally as possible:

* flight date was unchanged
* flight departure time was unchanged
* flight number was unchanged
* class of travel (Y) was unchanged
* seat type (refurbed A380/B744 Y) was unchanged

..... is it reasonable that the OP should have been contacted at all? Is it reasonable because he is P1? What if he was only WP? Or SG or PS?

Should every pax on the flight be contacted to be told of an aircraft type change when all the other details remain the same?

My answer - yes! Qantas, along with other airlines, collect our e-mail addresses, our mobile numbers, numbers at destination etc etc. Some airlines (annoyingly) advise 5 minute changes of schedule, months out. Can't be hard for QF to shoot out a bulk text (or to those who have opted in) advising any change in service, then let people decide if it matters to them. But especially to P1s, and then down the hierarchy to allow the higher status pax to get first go at changes.

 

[andye]

Some of them are considered "Exclusive"

Thanks for that-helped my Google detective work

 

[UP4014]

OK, so looking at this as unemotionally as possible:

* flight date was unchanged
* flight departure time was unchanged
* flight number was unchanged
* class of travel (Y) was unchanged
* seat type (refurbed A380/B744 Y) was unchanged

..... is it reasonable that the OP should have been contacted at all? Is it reasonable because he is P1? What if he was only WP? Or SG or PS?

Should every pax on the flight be contacted to be told of an aircraft type change when all the other details remain the same?

As people who know me would know, a 747 is an upgrade from a 380 in my opinion.

Agree with the above, part of travelling. A 747 for a 380 is a storm in a tea cup with the above considered. A QF 380 for say a Garuda 380 is not on, but a QF aircraft for a another QF is not a biggie.

So what about P1, there is 350 other people to consider as well some of whom have paid more for this flight than the OP. I'd be interested to know if the OP paid for all his own flights to get to P1 or his employer paid. If he paid then maybe he has more reason to be peeved but otherwise just have to suck up such a terrible disasterious situation as economy on a 747 vs 380 and did I read a drink was not right or something oh dear.

While QF is far form perfect I'm not sure this is the crisis it is.

Matt

 

[blackcat20]

As people who know me would know, a 747 is an upgrade from a 380 in my opinion.

Agree with the above, part of travelling. A 747 for a 380 is a storm in a tea cup with the above considered. A QF 380 for say a Garuda 380 is not on, but a QF aircraft for a another QF is not a biggie.

So what about P1, there is 350 other people to consider as well some of whom have paid more for this flight than the OP. I'd be interested to know if the OP paid for all his own flights to get to P1 or his employer paid. If he paid then maybe he has more reason to be peeved but otherwise just have to suck up such a terrible disasterious situation as economy on a 747 vs 380 and did I read a drink was not right or something oh dear.

While QF is far form perfect I'm not sure this is the crisis it is.

Matt

I'd suggest he paid for his own flights.

Many people choose a flight or airline based on the aircraft, so I'd be pretty disappointed with a swap too.

 

[RichardMEL]

I dunno. I am a self funded P1 and I hardly consider that makes me any more entitled than someone else. Even if the "corporate paid" P1 hasn't paid for their flights, their bum has been in the seats

but I digress.

I certainly agree on the surface this comes down to a pax's preference for type being the "issue" rather than QF delivering what was paid for (ie: a flight from SYD-LAX at the appointed time/date in the CoS paid for).

I've also just read elsewhere (facebook) of a P1 with a preference for BSI config 737's being helped out by the P1 team to move them to a (domestic, so different) sector with the appropriate 737 in play and their preferred J seat (and you are no doubt reading this here ) - so I guess there is some sort of precedence for this kind of thing happening.

Personally I'd never worry about such things. I would however mind a swap for a 747 from a 380 if I was in paid J with an upgrade request to F either pending or confirmed since I've often booked 380 flights for the chance to have an F cabin to upgrade to. However, Stuff happens. It's not like a sub is a deliberate act by QF.. this would cost them at both ends of the trip in terms of moving paid F customers and others around.

Having written that, the SST is supposed to be there for "special requests" and I'd say helping to protect a pax on a preferred type (as above) might come under that, but then again operational changes with <24 hours notice on a route with only a few flights your options are limited while still needing to get the pax to where they need/want to be when they want it (as opposed to say moving from a 2pm to a 2:30pm MEL-SYD).

Again I do not see this situation as a "fail" by P1. It's an unfortunate flight disruption caused by unforseen circumstances. In the end the OP gets on QF11 as paid for (with $$ or points) at the times which is to the letter of the law all QF has to do. I'd also wonder how the P1 team is supposed to know that one pax's preference for a 380 Y seat over a 747 Y seat ? I am sure for certain well known customers with certain requirements their tastes are well known by certain airlines ("Mr Pillows" comes to mind) but I'm finding it a bit of a stretch in this case tbh.

everyone's mileage varies and I'm not trying to offend or upset anyone with my opinion.

PS: for those that don't know about or recall "Mr Pillows" I refer you to... snopes.com: Mr. Pillows (amongst others)

 

[trixydoza]

I'd be interested to know if the OP paid for all his own flights to get to P1 or his employer paid.

It does not matter in the least.

 

[RichardMEL]

I'd suggest he paid for his own flights.

Many people choose a flight or airline based on the aircraft, so I'd be pretty disappointed with a swap too.

yes. of course. Mechanicals happen. last minute subs have to happen. I'd rather get there safely than have to deal with a smelly cabin or potentially worse (safety) issues on a flight - bet it MEL-SYD or SYD-LAX.

 

[amaroo]

OK, so looking at this as unemotionally as possible:

* flight date was unchanged
* flight departure time was unchanged
* flight number was unchanged
* class of travel (Y) was unchanged
* seat type (refurbed A380/B744 Y) was unchanged

..... is it reasonable that the OP should have been contacted at all? Is it reasonable because he is P1? What if he was only WP? Or SG or PS?

Should every pax on the flight be contacted to be told of an aircraft type change when all the other details remain the same?

+ 1 What about the poor sods in F? Bumped to a coughpy 747 F cabin, downgraded to J, additional SYD-MEL sector .... suppose all three are better than a stinky bog!