Personal Welcome from Qantas Customer Service Manager

[serfty]

This month:

QF93 - Greeted by Economy cabin supervisor - already had N/C 'phones in hand.
QF94 - Greeted by Economy cabin supervisor - asked for and received a glass or two og J bubbly.
QF107/QF108/QF25 - none
QF44 - CSM, but only to hand out express immigration/customs slip.

 

[Shano]

QF44 - CSM, but only to hand out express immigration/customs slip.

The Y FA that I asked knew nothing of this on QF128 on Saturday night. I asked them to check with the cabin manager. Apparently only had about 20 slips for the entire flight.

 

[JohnK]

The Y FA that I asked knew nothing of this on QF128 on Saturday night.

I asked for one during my Jetconnect QF48 WLG-SYD flight earlier today and the crew has mixed reactions. Some had no idea they existed while others mentioned that they do not have any onboard and to date have not been given any to handout. Just as well arriving into SYD just after 5:00pm the airport is dead and it was a breeze through everything and home in ~45 minutes. Luggage not even x-rayed at quarantine.

 

[htchapman]

I noticed this a few months back when I had the CSM take the time prior to take off to come say G'day and see how I was and if I wanted anything (which been put on the spot I said "No").... I found it suprising after doing a heap of flying and not getting anything.

I mentioned it to others who hadn't come across it, and I will admit I haven't had it on any sector for at least three months now!! Good ideas on what to request! I'm only QF Gold too.

 

[Mal]

0 from 2 recently.

SYD-NRT, NRT-SYD.

Didn't notice others being greeted either, so the CSM's either didn't do it, or did it at some stage when I was totally asleep.

As posted in another thread, my Express Immigration pass failed to materialise as well on the SYD-NRT flight - even after requesting it from staff.

 

[Platy]

As a WP of several years standing, I have on occasions been greeted by a CSM. I was even greeted last Friday on a domestic (MEL-CNS) by the Y cabin supervisor who produced a newspaper and offer for anything else as and if requested.

However, I must say that on almost every flight they just don't bother. My strike rate would be less than 1 in 10. It happened a few times a couple of years ago when first introduced then most simply lost interest or just can't be bothered.

This intrigues me becuase it is one thing that QF can do in terms of good customer service that doesn't cost anything and yet the rate of delivery on this one simple advertised service feature is pathetic (at least in my humble experience).

My personal perspective is that if QF were serious about their service levels such greetings would happen every flight...of course the fact they don't is just another sympton of an airline that has lost the plot in terms of customer service.

 

[serfty]

Domestically, the greet is very rare.

Internationally, it's about 33% and gets up to perhaps 60% if I exclude TT from the statistics.

 

[oz_mark]

Domestically, the greet is very rare.

Internationally, it's about 33% and gets up to perhaps 60% if I exclude TT from the statistics.

Domestically, I would have said about 5%. Although it tends to occur if a flight is delayed and seems to be more of an apology for that.

Internationally, it has never happened to me (on SIN/HKG sectors out of PER).

 

[Shano]

I don't have numbers to back this claim up, bit IME the level of attention from the CSM for WP's seems to be much higher on the transpacific routes than to/from other destinations

 

[serfty]

... Internationally, it has never happened to me (on SIN/HKG sectors out of PER).

Only time I ever flew PER-SIN I received nearly the full treatment! (333, Jan 06, with mrs serfty (PG) beside me in 23J)

Paper, J Bubbles, cheese, port & coffee, look at the crew rest facility :shock: (It's behind the coughpit if any are wondering) . Young CSM, full of enthusiasm.

A WP, his PG mrs and bub were in 23G/H & Bassinet also received similar service. (No bubbles for Bub however )

 

[AnonymousCoward]

It happened a few times a couple of years ago when first introduced then most simply lost interest or just can't be bothered.

...snipped...

My personal perspective is that if QF were serious about their service levels such greetings would happen every flight...of course the fact they don't is just another sympton of an airline that has lost the plot in terms of customer service.

It might not have anything to do with QANTAS per se. Probably the CSM has "better" things to do with their time, and maybe most WPs don't care for the chit chat, so the CSMs have generally given up.

 

[acampbel]

Ignoring my own facetious post earlier on, I have a vague memory of having a personal welcome some years back. This may be some sort of hysterical delusion as I have never risen above QC/Silver, but I believe it occurred and remember feeling surprised and a little embarrassed.

And so I should have ... after all I was in the seat that I paid for (and probably one of the better ones due to having some status) and was surrounded by other passengers who in reality should get the same level of service.

I don't know if this personal greeting thing is really in keeping with the traditional "fair go for all" that is supposed to embody the Aussie ideal. Of course there are some that believe that egalitarianism has been a dirty word for 11 years so the obsequious fawning probably suits them down to the ground.


Cheers,


Andrew

.

 

[simongr]

I guess it is just the less obvious fawning that you don't mind - the quicker check in, the quicker boarding queue, the better seat selection. Where in your egalitarian world does that fit in? Just because the additional service is more obvious does not mean it is less egalitarian than the other benefits that you are enjoying.

 

[acampbel]

I guess it is just the less obvious fawning that you don't mind - the quicker check in, the quicker boarding queue, the better seat selection. Where in your egalitarian world does that fit in? Just because the additional service is more obvious does not mean it is less egalitarian than the other benefits that you are enjoying.

Oh I'm all for getting the best possible service from Qantas and using all the tools available ...... I just don't think rubbing people's noses in my superiority is strictly necessary. I'm willing to make exceptions if you insist, though.



Cheers,


Andrew

 

[Yada Yada]

I received one of these special greetings by the CSM after boarding a SIN-SYD flight late last year. I was a bit surprised as I am an SG. Though there was a good reason.

As I approached my J seat on the upper deck forward section, one of the cabin crew approached me and asked "Mr Yada Yada?". "Yes" I responded. Your seat is next to a parent with a small infant and there is another parent and small child in the row in front of you. We thought you might prefer to be relocated to another seat that is a bit quieter. I agreed.

My new seat was on the opposite side in the rear section of the upper deck. A few minutes after settling in, the CSM approached me and said "Mr Bloggs?". "No" I said, "my name is Mr Yada Yada". She referred back to her list and looked rather perplexed."They've just moved me to this seat because the other one was going to be a bit noisy" as I motioned to the front section. "Ah" she said. Referring to her list again. "Mr Yada Yada... yes, there you are... you are QFF Gold, OW Sapphire. We'd like to welcome you aboard and thank you for flying QF etc etc." And off she goes.

I was a bit surprised by all of this but then realised that I was occupying Mr Bloggs' seat and he was most likely a WP, thus the reason for the visit. He had probably been moved downstairs to F, lucky blighter! Anyway, full marks to QF for pre-empting the problem. It certainly made the flight a bit nicer because the kids made a racket at various times.

 

[AnonymousCoward]

Oh I'm all for getting the best possible service from Qantas and using all the tools available ...... I just don't think rubbing people's noses in my superiority is strictly necessary.

Who said anything about rubbing anyone else's noses in my (or yours, or anyone else's) superiority?

 

[acampbel]

Who said anything about rubbing anyone else's noses in my (or yours, or anyone else's) superiority?

Hmmm...... let's role-play this for a moment.

You board QF666 and take your forward aisle seat at the front of economy (this is hypothetical - OK?). I board the same flight and sit across the aisle from you.

As the cabin is settling down and the doors are about to close, a senior FA appears in front of us and (after consulting a list) fixes me with her best smile and says - "It's so good of you to join us Mr X and is there anything I can get you?"

"Yes", says I (hypothetically remember), "I would like a glass of bubbly, J pajamas, and some noise-cancelling headphones so I don't have to hear bugalugs [glancing in your direction] snoring his head off."

"That will be absolutely no problem, and rest assured I will be back regularly to fawn over you some more whilst bending forward somewhat unnecessarily!"


So hypothetically, AC, how does that exchange make you feel?



Cheers,


Andrew

.

 

[simongr]

Another version of the same exchange:

You board QF666 and take your forward aisle seat at the front of economy (this is hypothetical - OK?). I board the same flight and sit across the aisle from you.

As the cabin is settling down and the doors are about to close, a senior FA appears in front of us and (after consulting a list) fixes me with her best smile and says - "It's so good of you to join us Mr X and is there anything I can get you?"

"Yes", says I (hypothetically remember), "A glass of bubbly would be great and do you have of those some noise-cancelling headphones spare?"

"That will be absolutely no problem"

Meanwhile you have plugged yourself into your ipod or are readin a book and barely even notice the exchange.

Mind you that wouldn't labour the point would it?

 

[acampbel]

Sorry Simon ..... I have absolutely no idea of what point you are trying to make.


Can you please be a bit less obtuse?


Cheers,


Andrew

.

 

[simongr]

We can both paint a picture where the CSM welcome could be offending to other pax or not. I have never seen the CSM fawning over people and most reports of the extras that people request are not made with grand gestures designed to offend people.