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General comments to Juddles, funkyr and anyone else regarding P1, requalifying (or not) and the greener grasses elsewhere.
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And fur some, like Juddles and funkyr, the other options out there are far better .....
I am not cutting QF ties by any means a la Juddles, but I certainly understand and appreciate the sentiment of pulling off those rosy red handcuffs.
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They did send me one email, essentially saying they noticed that I had stopped using them. I replied that despite fantastic SST service, the actual onboard experience was getting very unsound. They replied in turn that they were sorry for that. And that was the end of it!?
I promise you that I do NOT mean this next comment as criticism despite how the way it would come across.
What would you have them do? I mean you note the lack of care, you were P1 for years.. they DID notice your fall away and send an email.
It may be token, it may even be autogenerated... but it's SOMETHING
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tbh I would credit QF for actually noting it with some contact - as token as it may seem.
That's just me though
"If" I was in charge of any business I would have a team fighting like crazy to keep the best customers.....
Points well taken Juddles, and I agree that you'd think, even with 5k-ish members, they would call. but then again what if someone reviewed your history, saw the huge decline in QF flying and figured you'd already made your choice? And, had someone called you up and said "Oh Juddles, we're so sorry to see you're not with us anymore.. how can we keep your business?" and you replied with your comments about onboard product and service standards.. what on earth is that human to do with that? They can't change what the organisation does, and any platitudes made would be seen as just that. I guess that was my point.
A generic email is better than nothing.. as the man from BA GGL said he got nothing from QF - so you're already ahead of someone who clearly is a VERY high value pax (as you are).
I guess "Service recovery" in the situation where one is jack of the airline product and service is pretty difficult. What would it take to keep you? F lounge passes? (doubtful) extra QFF thrown your way? (doubtful?) ... I guess I struggle to see how, given the current QF system and mindset, they could make you happy enough to come back. Again not meant personally just thinking if I were in this situation.
I absolutely agree QF seems to have an almost arrogant attitude at times both to thinking their Neil Perry "inspired" food is wonderful and their service is always excellent (we know better!) and even their hard product is right up there (787's maybe, refurb 380 possibly bar F, 744's nope, 737's nope, 330's probably).
The other thing is.. a lot of this is VERY subjective. I fly UA transpac in J then go to QF and it's night and day (seriously) in terms of F&B and even hard product (tho UA has wifi) but in general I'd prefer a QF 787 to a UA 787 in J. The next person would say nope.. they value other metrics.
This is a bit OT to P1 really because I think QF trying to keep premium/high value pax is a topic in and of itself - and you'd think they should try harder.. but seems they don't really care (hence my "arrogant" comment above).. and maybe even in this world with inflated P1 ranks thanks to DSC there might even be a factor of "we'd like to thin the herd anyway"
But the thing that galls me, or alarms me, is the lack of any real customer care factor.
In the fashion QF responds to issues and complaints it seems their data points are not very organised. I’m confident they run on multiple legacy systems with allot of fragmented info on customers.
I will be very surprised if they had a single source view of a customer.
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That sounds about right. Yet we are told by some how Qantas are the masters of ‘big data’ on their QFF members, and know all this stuff about us that we don’t realise.
They struggle to put points against a flight.
Highly doubt mastery. Getting 3 emails a day of random irrelevant promotions is not mastery.I'm willing to say QF is probably a master of data to determine when and with whom it's profitable to target DSCs, double points, QC promos etc. QF may (or may not) know a lot about us but it seems it's enough to maximise profit of late - targeting the most profitable segments and betting that eg it's not worth targeting P1s with DSCs is probably different to QF's (in)ability to see or bother to check when P1s are in a certain city to offer them special events etc.
I suspect mastery of data does not translate to a fulfilling, optimised customer experience.
I personally know of two current P1s who received the recent targeted double SC promo.I'm willing to say QF is probably a master of data to determine when and with whom it's profitable to target DSCs, double points, QC promos etc. QF may (or may not) know a lot about us but it seems it's enough to maximise profit of late - targeting the most profitable segments and betting that eg it's not worth targeting P1s with DSCs is probably different to QF's (in)ability to see or bother to check when P1s are in a certain city to offer them special events etc.
I suspect mastery of data does not translate to a fulfilling, optimised customer experience.
Got an email today, mine is expected this week. Hatcher as well.And the fun begins for another year. According to a txt just received I’m to expect a delivery tomorrow from Qantas via Hatcher
I received the text, delivery today. In true P1 form, it arrived shortly after I left home. AusPost has offered the intriguing offer of leaving it in a safe place - a $300 bottle of champagne?Got an email today, mine is expected this week. Hatcher as well.