Qantas Club - feedback for management

[opusman]

Jaded frequent travellers view the QP these days with disdain but for those who use it only now and then, there would still be a feeling of "special" about it (until one sees the lousy quality of the offerings these days) and look forward to the QP visit almost as much as the trip itself.

I take your point but the reality is there's nothing special or exclusive about the QP these days. Anyone can get into it if they really want (e.g. you can get 2 free passes just by signing up for a free-for-the-first-year credit card).

 

[Deleted member]

That said, this was a bit precious.

What about the wasted water in washing a mug? Maybe they burn the used paper cups, so no landfill.

If partner was upset about a paper cup, what about the gassy exhaust from planes burning fuel?

much more water used to make the paper / plastic mug, washing is cheaper and more friendly to the environmment

 

[MickC32]

I think is she is droppinghim at the airport and he is going to sit there say an hour before the flight why not have breakfast together ?

Others may prefer of course not to have breakfast with their partners but I don't think people need to be so judgemental perhaps.

OK, I don't get it, it's not something I would do in the normal scheme of things but far be it for me to pass judgement. I do however take exception to the need to amplify the complaint by going on about the gluten free, coffee cups, app order etc. This (to me anyway) just makes the whole OP look like an excuse for a whine.

He full entitled to take his partner in. The lounge being full has nothing to do with this. As for bringing her in for breakfast, why not? In fact, I've done the same where someone has dropped me at the airport and come in for a coffee and something to eat with me.

Again, I don't get it but whatever. As for the lounge being full, do I really have to explain that concept?

Maybe I am just being cynical, each to their own.

 

[kooky]

Good afternoon .. well I just want say a couple of things:

1. I didn't post here to whine, I posted here in the hope that Qantas would have some sort of rep that might see this feedback, which I perceive to be genuine in pointing out inconsistencies regards to their advertising and the actual product you receive. To write to some customer support person in a call centre somewhere doesn't fill me with confidence it will ever be seen by anyone semi-important, rather I suspect it'll be a form response, maybe get 1000 frequent points to placate me, and, it'll just end up in an email black hole of insignificance. Maybe someone will go to a whiteboard and increase a number by "1". But that's as far as I reckon, it'll ever go. And no I don't want to write a letter to the Qantas Club, it's just feedback, man. It's not so important that they've wronged me and I need to go to war.

2. Yes, we actually wanted to go there for breakfast. I had a flight that morning, so we thought, why not have a cosy breakfast together, instead of rushing at home and her dropping me off and leaving. We could have a nice barista coffee together, and, finally they do something she can eat - eggs. Actually not only does she not eat gluten, she doesn't want to eat carbs because she wants to lose weight as part of her diet. Before you all flame her for being overweight, just picture us as two normal human beings with whatever little problems normal human beings have. Nobody is perfect, some people are asthmatics, some overweight, some people are coffee snobs - everyone has their own little routines - our little micro universe's requirement that day happened to be no carbs. We saw the eggs on the website, we made a decision based on the advertising to change our routine that morning to take up the advertised offer. The ball was set in motion to prepay the parking 1hr, hurry through security, so she could eat those eggs while watching me shovel down toasted sandwich after toasted sandwich.

3. Perhaps what you really want to consider is the philosophy of advertising something and taking it away from you. I happen to have QP Life membership and bought it on the basis of "500 lounges worldwide" (or whatever the number was, including BA at the time). The BA network - THAT was the headline. I spent good cash on that, and never got any compensation. I don't really care about that now, I am just mentioning that as the philosophy behind advertising and getting someone to take action as a consequence of the advertising. Then Plats who had any time access - also taken away. Many plats would have become plats for the lounge access and wasted time (and maybe money in the process - they could have backed another horse and racked up credits in another program). Again discussed to death and not relevant. What's relevant is: it was advertised that there are eggs, and I took an action because of that advertising. So don't advertise something you can't deliver, please, Qantas. That's it, it's feedback to management. There's probably plenty of cynical people that don't believe a thing anyone tells them, which is great, good on you, just consider that it gets exhausting after a while and I genuinely believed that the fact Qantas put out a whole page on their new breakfast experience including eggs, that it would include eggs!!!

I won't post anything further because it'll just descend into arguments such as "I have an old Nokia that makes calls, it's held together by sticky tape and still works just fine, why would I need a smartphone", and so on

 

[Daver6]

Good afternoon .. well I just want say a couple of things:

1. I didn't post here to whine, I posted here in the hope that Qantas would have some sort of rep that might see this feedback, which I perceive to be genuine in pointing out inconsistencies regards to their advertising and the actual product you receive. To write to some customer support person in a call centre somewhere doesn't fill me with confidence it will ever be seen by anyone semi-important, rather I suspect it'll be a form response, maybe get 1000 frequent points to placate me, and, it'll just end up in an email black hole of insignificance. Maybe someone will go to a whiteboard and increase a number by "1". But that's as far as I reckon, it'll ever go. And no I don't want to write a letter to the Qantas Club, it's just feedback, man. It's not so important that they've wronged me and I need to go to war.

2. Yes, we actually wanted to go there for breakfast. I had a flight that morning, so we thought, why not have a cosy breakfast together, instead of rushing at home and her dropping me off and leaving. We could have a nice barista coffee together, and, finally they do something she can eat - eggs. Actually not only does she not eat gluten, she doesn't want to eat carbs because she wants to lose weight as part of her diet. Before you all flame her for being overweight, just picture us as two normal human beings with whatever little problems normal human beings have. Nobody is perfect, some people are asthmatics, some overweight, some people are coffee snobs - everyone has their own little routines - our little micro universe's requirement that day happened to be no carbs. We saw the eggs on the website, we made a decision based on the advertising to change our routine that morning to take up the advertised offer. The ball was set in motion to prepay the parking 1hr, hurry through security, so she could eat those eggs while watching me shovel down toasted sandwich after toasted sandwich.

3. Perhaps what you really want to consider is the philosophy of advertising something and taking it away from you. I happen to have QP Life membership and bought it on the basis of "500 lounges worldwide" (or whatever the number was, including BA at the time). The BA network - THAT was the headline. I spent good cash on that, and never got any compensation. I don't really care about that now, I am just mentioning that as the philosophy behind advertising and getting someone to take action as a consequence of the advertising. Then Plats who had any time access - also taken away. Many plats would have become plats for the lounge access and wasted time (and maybe money in the process - they could have backed another horse and racked up credits in another program). Again discussed to death and not relevant. What's relevant is: it was advertised that there are eggs, and I took an action because of that advertising. So don't advertise something you can't deliver, please, Qantas. That's it, it's feedback to management. There's probably plenty of cynical people that don't believe a thing anyone tells them, which is great, good on you, just consider that it gets exhausting after a while and I genuinely believed that the fact Qantas put out a whole page on their new breakfast experience including eggs, that it would include eggs!!!

I won't post anything further because it'll just descend into arguments such as "I have an old Nokia that makes calls, it's held together by sticky tape and still works just fine, why would I need a smartphone", and so on

In my experience, if you want to raise it with them, use Twitter. They usually will respond.

 

[get me outta here]

kooky, my impression of the various comments after your first post is that the vast majority of respondents agreed with you. And yes, there is a QF rep, but I suspect there are so many 'constructive criticisms' across the board on QF going back a year or more that the QF reps keep their collective heads down, or do not even read things anymore, who would know. EDIT, retraction, Red Roo is still here, that is good news.

No one is criticising you or your wife, quite the contrary. Personally, I am very disappointed with QF even being doing basics like being able to get me a ticket number or answering the phone or calling me back when they said they would. I am very wary of QF now, and I used to work for them and feel sad to see a company with on the ground service I was proud of become unreliable. In the air, they are as good as the best mostly.

Good afternoon .. well I just want say a couple of things:

1. I didn't post here to whine, I posted here in the hope that Qantas would have some sort of rep that might see this feedback, which I perceive to be genuine in pointing out inconsistencies regards to their advertising and the actual product you receive. To write to some customer support person in a call centre somewhere doesn't fill me with confidence it will ever be seen by anyone semi-important, rather I suspect it'll be a form response, maybe get 1000 frequent points to placate me, and, it'll just end up in an email black hole of insignificance. Maybe someone will go to a whiteboard and increase a number by "1". But that's as far as I reckon, it'll ever go. And no I don't want to write a letter to the Qantas Club, it's just feedback, man. It's not so important that they've wronged me and I need to go to war.

2. Yes, we actually wanted to go there for breakfast. I had a flight that morning, so we thought, why not have a cosy breakfast together, instead of rushing at home and her dropping me off and leaving. We could have a nice barista coffee together, and, finally they do something she can eat - eggs. Actually not only does she not eat gluten, she doesn't want to eat carbs because she wants to lose weight as part of her diet. Before you all flame her for being overweight, just picture us as two normal human beings with whatever little problems normal human beings have. Nobody is perfect, some people are asthmatics, some overweight, some people are coffee snobs - everyone has their own little routines - our little micro universe's requirement that day happened to be no carbs. We saw the eggs on the website, we made a decision based on the advertising to change our routine that morning to take up the advertised offer. The ball was set in motion to prepay the parking 1hr, hurry through security, so she could eat those eggs while watching me shovel down toasted sandwich after toasted sandwich.

3. Perhaps what you really want to consider is the philosophy of advertising something and taking it away from you. I happen to have QP Life membership and bought it on the basis of "500 lounges worldwide" (or whatever the number was, including BA at the time). The BA network - THAT was the headline. I spent good cash on that, and never got any compensation. I don't really care about that now, I am just mentioning that as the philosophy behind advertising and getting someone to take action as a consequence of the advertising. Then Plats who had any time access - also taken away. Many plats would have become plats for the lounge access and wasted time (and maybe money in the process - they could have backed another horse and racked up credits in another program). Again discussed to death and not relevant. What's relevant is: it was advertised that there are eggs, and I took an action because of that advertising. So don't advertise something you can't deliver, please, Qantas. That's it, it's feedback to management. There's probably plenty of cynical people that don't believe a thing anyone tells them, which is great, good on you, just consider that it gets exhausting after a while and I genuinely believed that the fact Qantas put out a whole page on their new breakfast experience including eggs, that it would include eggs!!!

I won't post anything further because it'll just descend into arguments such as "I have an old Nokia that makes calls, it's held together by sticky tape and still works just fine, why would I need a smartphone", and so on

 

[RichardMEL]

Kooky - I appreciate you don't want to post further on this, but hope you're reading.

I think your response was well written and fair. As said above, QF does have a rep here (Red Roo) who may or may not read/respond so we can't be certain how far this will get.

On a serious note - your point about advertising a product then not delivering to expectation is fair (I think QF's website is somewhat vague on this in terms of hours of service etc) but have you considered contacting the say the office of fair trading, or whichever the appropriate govt dept is that covers such things? (ACCC? maybe not. I'm honestly not sure). While many would say this is a trivial matter the point is valid enough that you expected a product avertised to be available, and you in fact were told it was, but had gone - which suggests "bad luck you were too late" but still, I don't think 8:30am is too late to expect breakfast items. I understand you feel you wouldn't get much satisfaction just contacting QF customer care, but perhaps a letter written to the QF Club management, or even QF CEO Joyce with a comment to the effect of including bodies like fair trading/ACCC whoever may get some attention - even if it's to get clatification on the food service/availability policy.

to the others commenting about the decline in the QP and offerings - I absolutely agree. Sadly a fact of life in MOST industries if you ask me. However the point about the idea of the "Qantas Club" as being exclusive (to some extent) to non road warriors and so on is valid. Jaded FFers do come to mind (and I'm one of them!). I keep thinking about my sister - whom I surprised with an upgrade Y->J on MEL-LAX last year. She'd never been J on anything. she still talks about "feeling like a princess" with wonder at the lounge (yes QF MELi J) and the J seat and service, PJ's etc - something most of us take as granted and many may even think "ugh J? I want to get into F" - the point is it's about perspective. Would I spend time going to a domestic QP for any meal? no. would I give a pass to it for a friend who has never done it? you bet ya!

in the grand scheme of things, food offerings, or lack thereof, on a particular day in a particular lounge is not a big deal for sure - but to Kooky and his wife, clearly it was a major disappointment. Nothing will change whatever happens almost certainly but it's a reasonable complaint to make.

 

[Cessna 180]

Arrived to the Sydney Lounge yesterday about 1100 and there were eggs there then, seemed to be freshly boiled...

Also I ordered a coffee direct from the Barista and shortly thereafter it was brewed and handed to me.


Sounds like I had a good result!

 

[wandering_fred]

Would it be asking too much to suggest that the breakfast service in the QF lounges should be offered in the same time period that similar service is being offered in biz class on the planes?

Back to my wandering

Fred

 

[PLANT]

Don't close the lounges until the last flight has left the tarmac...... Those with guestitis would like to watch the member fly off toasting

 

[teamhamsandwich]

How has a thread about eggs gotten to five pages? People will find a way to complain about anything. You didn't get your eggs. Move on. Life's not that bad.

 

[get me outta here]

Because like you we are all all opinionated?

How has a thread about eggs gotten to five pages? People will find a way to complain about anything. You didn't get your eggs. Move on. Life's not that bad.

 

[PLANT]

Cause the rest of are egging him on.
That or title creates content!