Personal Welcome from Qantas Customer Service Manager

[Evan]

Recently its been good on QF, greeted on most flights.

- CSM apologized for the seat (not so front isle as requested but not that bad)
- Also been handed headphones without asking on some flights and with asking on others

Also on some BA flights and 100% always on CX so far.

E

 

[Mal]

Weirdest thing I find with the greetings is where they don't occur, but the staff know your name and call you by your name whenever they see you on the flight.

Was given meal service on one flight, and the staffer says "What can I get you to drink Mr X". Later on in the flight when handing out the immi cards, once again the name treatment.

Not saying it's bad - just a little weird, and sometimes people around you do pick up on the name and wonder why.

This is in economy btw.

 

[Evan]

I have also had that before Mal, sort of odd isn't it.

Sometimes other passengers do wonder why your so special especially since you may be the only person in whY that gets a greeting.

I was having a laugh about the people who get there bags carried by staff to the departure gate with a mate as we were traveling together for work (Connecting in HKG) when in whY the CSM asked me if i would like an escort to the next gate by a staff Just my luck the day we were poking fun at these people that they should be able to carry there own hand luggage and find there own gate i get the offer.... i was going to the lounge anyway instead of the gate so politly declined the nice offer.

E

 

[JohnK]

Replied in the other thread but thought I would add here as well.

CSM came down the back to greet me the other day on QF HKG-BNE flight. He mentioned that there was not too much he could do for me sitting in WHY but if I needed anything to just ask. So I asked for a business class amenity kit. No problem came back with one a few minutes later.

I think most of the crew were aware I was a Platinum and assisted where possible. Business class headphones, express arrivals card, vodka and orange and then remembered my drink much later in the flight. It is these little things that makes status a little more appealing.

Strange not having a personal greeting in business class on the QF SYD-SIN flight but I am not sure about the protocol as I do not travel in business class very often. The two female FA's in the upper deck were fantastic though and for a change I met an FA who remembered me from a CHC-SYD flight in September. She was the one who put a complaint to QF on my behalf about my poor seating allocations and actually remembered the story. She was said to hear that QF have not resolved the issues. To the 3 female FA's, especially Ms Jones, thank you for the wonderful flight.

On another note I was personally greeted by 2 CSM's on the CX BKK-HKG flight travelling in WHY. This was my first ever flight in WHY on CX and the service was OK but I was very disappointed with the CSM who after touchdown rushed down to the WHY cabin and closed the curtain while the business class passengers got ready to disembark. I have never seen this practice before on any airline. I can understand guarding the aisleway to ensure business class passengers disembark first but closing the curtain was in my opinion rude and degrading....

 

[medhead]

I was very disappointed with the CSM who after touchdown rushed down to the WHY cabin and closed the curtain while the business class passengers got ready to disembark. I have never seen this practice before on any airline. I can understand guarding the aisleway to ensure business class passengers disembark first but closing the curtain was in my opinion rude and degrading....

I've actually seen this a few times but a quite a few years ago. It certainly contributed to my negative feelings about business class travellers. But hadn't seen it recently, like the past 7 years or so. I thought they'd stopped that rubbish.

 

[simongr]

I've actually seen this a few times but a quite a few years ago. It certainly contributed to my negative feelings about business class travellers. But hadn't seen it recently, like the past 7 years or so. I thought they'd stopped that rubbish.

Umm why is it the J travellers' fault that the airline did this?

I normally get a welcome on QF/BA in J that is the general "welcome to the flight" but not driven off status it seemed.

On CX in J I get a welcome back mrsimongr - thanks for flying with us so much.

 

[Lendav Orav]

This is my first year as Plat but have been Gold for a few years. Never got any special greetings as Gold (only in J but that's got nothing to do with status), which I assume is normal. Have only flown AY domestic so far as Plat, so with free seating and such a short flight, no greeting there. Got long-hauls coming up in a couple of weeks. Was just wondering, are some of you saying that you get the special VIP welcome from the CSM on BA and CX as QF members? What about AA? Any reports there? It's them I'm doing the longhauls with Europe-US soon. Also when in whY on QF, if you don't get the greeting and you ask for the headphones/amenities/express card, do you actually flash your card? What's the protocol here?

Thanks in advance!
L.O.

 

[medhead]

Umm why is it the J travellers' fault that the airline did this?

Its not J travellers' fault.
But irrational hatred has to have a target otherwise it just doesn't work

Having since travellered J, and not having got the curtin treatment when doing so, my irrational hatred is now more generally directed at them. (not us)

 

[anat0l]

Notwithstanding I have had little QF international travel...

...flying J domestically, of course everyone gets addressed by name during meal times. (e.g. "Would you like something to eat Mr. ...", etc.)

I find that usually (85% of the time) if I say hello to the crew as I board (at the gate and upon boarding), I also get a greeting with name as well.

But I'm guessing that this thread is addressing a better standard of greeting and service than just described.

 

[JohnK]

But hadn't seen it recently, like the past 7 years or so. I thought they'd stopped that rubbish.

I am seriously reconsidering any future travel on CX especially in WHY.

Was just wondering, are some of you saying that you get the special VIP welcome from the CSM on BA and CX as QF members? What about AA? Any reports there? It's them I'm doing the longhauls with Europe-US soon.

I have had the greeting in WHY on BA and now on CX. I have never flown down the back on AA so cannot comment on that one.

Also when in whY on QF, if you don't get the greeting and you ask for the headphones/amenities/express card, do you actually flash your card? What's the protocol here?

I have never shown my card as FA's generally know where a Platinum is sitting as it is stated on the passenger manifest. I have never been refused headphones or express card even when I have not received a greeting. I do not always ask for an amenities kit.

 

[pauly7]

I was very disappointed with the CSM who after touchdown rushed down to the WHY cabin and closed the curtain while the business class passengers got ready to disembark. I have never seen this practice before on any airline. I can understand guarding the aisleway to ensure business class passengers disembark first but closing the curtain was in my opinion rude and degrading....

Really? This happens all the time, on all airlines I fly... if I had to think, probably about 50-70% of the time? Esp on the 747's if an airline needs to let the J class down from upstairs first, they will sometimes even station crew, not just curtains to stop Y people getting out.

On Air Pac 747 (with J in the nose) same thing, the Crew block the Y traffic back as the J people make there way back from the nose first.

I guess I'm just used to seeing it!

 

[dajop]

but I was very disappointed with the CSM who after touchdown rushed down to the WHY cabin and closed the curtain while the business class passengers got ready to disembark. I have never seen this practice before on any airline.

I don't know about between J & Y but this is often the norm between F & J on SQ (I assume it is between J & Y as well where the aircraft config allows). I don't see a problem with it, quite clearly higher fare gives you better treatment and closing the curtain frees up staff to do other things like retrieve bags for J pax etc rather than just stand guard. But do admit most airlines just have someone there to stop the crowds from Y .... except our friends at AA ...

On my flight in October LHR-ORD (J cabin), as we waited for the doors to be opened I did my usual thing (being used to the SQ/QF approach to letting J pax off first) and slowly got ready to disembark, pack my stuff etc. But I hadn't counted on the Y pax, I kid you not, more or less running through the cabin to get to the front. Then I remembered I was in the LOTFAP.....

 

[serfty]

Pulling the curtains back across is not the same as blocking WHY PAX from exiting before premium PAX.

 

[JohnK]

Really? This happens all the time, on all airlines I fly... if I had to think, probably about 50-70% of the time? Esp on the 747's if an airline needs to let the J class down from upstairs first, they will sometimes even station crew, not just curtains to stop Y people getting out.

I can understand stationing crew, it happens on most airlines, to block aisle but curtains is a totally different story. I have never experienced it before in all my travels and I will avoid airlines that do this rubbish.

I don't see a problem with it, quite clearly higher fare gives you better treatment and closing the curtain frees up staff to do other things like retrieve bags for J pax etc rather than just stand guard. But do admit most airlines just have someone there to stop the crowds from Y .... except our friends at AA ...

The funny thing was the CSM that rushed down to close the curtain also stood guard so I still do not see the point. Anyway it was very disappointing standing there waiting with no idea of what was happening in front.

 

[possumoz]

On my flight in October LHR-ORD (J cabin), as we waited for the doors to be opened I did my usual thing (being used to the SQ/QF approach to letting J pax off first) and slowly got ready to disembark, pack my stuff etc. But I hadn't counted on the Y pax, I kid you not, more or less running through the cabin to get to the front. Then I remembered I was in the LOTFAP.....

Sounds very much like flying QF (J) on the BNE-TSV route. Once the seatbelts sign turns off its everyone to themselves. I've even seen the scramble extend all the way down the escalators and out to the taxi rank, especially on the Friday evening flight. I try and avoid that flight now if I can.

 

[anat0l]

Sounds very much like flying QF (J) on the BNE-TSV route. Once the seatbelts sign turns off its everyone to themselves. I've even seen the scramble extend all the way down the escalators and out to the taxi rank, especially on the Friday evening flight. I try and avoid that flight now if I can.

In most of my travels in AU, I find that it's pretty much every person to their own. Especially when the plane is lightly loaded in J, the front Y rows seem to have no hesitation in fronting up through J if you don't get into the aisle quickly enough. Hence I always hop into the aisle as soon as I can. (Having your bags within 1 row of you is also helpful :-|).

If the plane is full-ish, then J flyers tend to get up into the aisle anyway so no chance for Y to rush up; I'd find it extremely crass if Y tried to push their way through the J cabin with J people already in the aisle (unless they kindly requested to do so due to a connecting flight).

Baggage claim seems to "even" everyone out (unless you don't have any checked bags); if priority tags fail to make a difference then this effect is even more pronounced.

Finally, there is the scramble at the taxi rank. Pretty much universal, and again, each to their own.

 

[simongr]

Taxi rank easy to avoid - I have driver booked which costs maybe $20 more overall on teh return trip - especially good for departures as well.

I normally am relaxedish when deplaning but on my recent status run when I was very short of time I made from row 6 on a Dash8 to Row 1 before ayone else was out of their seat :shock:

 

[serfty]

Taxi rank Queues generally easy to avoid - at least in the eastern states.

At peak times I use:

• Trains in BNE, SYD
• Bus in MEL, ADL

 

[pauly7]

I normally am relaxedish when deplaning but on my recent status run when I was very short of time I made from row 6 on a Dash8 to Row 1 before ayone else was out of their seat :shock:

I see your row 6 and raise you row 10 (exit row) on a Dash 8. Had a connecting flight and about 2 minutes to make it.

(But I must confess it was FA assisted - which was MUCH appreciated )

 

[Moody]

It is basic etiquette to let the people in front deplane first unless they are waiting for assistance or just don't appear to be in any sort of hurry. The curtain/FA business would not happen unless experience had told the airline that it was necessary to prevent an undignified scrum. If there are extenuating circumstances (e.g. very tight connection) then this should be communicated to the flight crew so they can help smooth the way to the front. BTW - being a "statused" passenger slumming it in economy does not entitle you to queue jump or get special treatment in my opinion, but I understand that some people crave obsequiousity.