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Qantas does lurk on the AFF Board

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QF WP

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Following on from my AGM Report and the Response Form I handed in, I have just spent a delightful 20 minutes on the phone to Jenny Chamberlain, Manager, QFF Program (sorry Jenny if I got that slightly wrong, couldn't think of your exact title :oops: ); discussing the proposal that I put in writing after the AGM (that QF think about having a formal presence on this site). Let me further expand on my conversation...

Initially, I was actually told by my receptionist that a Jenny from Qantas was on the phone - I thought it might have been about a change in a flight booking. Then she started with the point that she had read my Response Form and had been discussing with her staff. It was only half way through the discussion that I commented "so am I right in thinking I am talking with Jenny Chamberlain"...Jenny had advised my receptionist her full name, but it wasn't passed on

Yes, she openly advised they do "lurk" on AFF and get some good feedback from our responses. She actually mentioned she'd had contact with Clifford Reichlin a couple of times, so I knew she was telling the truth.

She then pointed out the dedicated resources they have (QFF Cusomer Service, QF Customer Relations) to answer the questions that come in from flyers. She is retiscent to dedicate additional resources to specifically monitor our sites from her department. From a commercial viewpoint, whilst I have to agree with her point of view, it's a little disappointing :( ...but better to ask and not receive, than never to have asked at all. At least we know we are on their radar...

I would like to think that the response from TA's, Customer Service/Relations as well as the email contact link from the QF web site will continue to be their main way of getting responses from us (all travellers) in order for them to drive their changes through to their own staff an product. Obviously the provision of those services are all at differing cost levels (email link being the least expensive overall, versus CS staff being the most expensive), so understandable that they don't want to create a Starwood Lurker (see Flyertalk's Starwood Forum) or similar.

Certainly, they are interested in hearing both the good and the bad, however she agreed that the majority of feedback was about the bad. Very hard to keep motivated when all you are doing is fixing problems. I said that there should be brick bats as well as bouquet's.

Now, having said that, she agreed that there could be an opportunity to involve AFF'ers in Focus Groups in capital cities in the future. Obviously, she will bring that to the attention of QF Marketing. I am happy to remain the conduit with the discussions (and assisting Clifford) in continuing the goodwill that QF are showing us.

I would hope that we can contribute to QF Marketing, based on the wide knowledge from all membership levels and distribution of members across Australia (as well as around the world).

We spoke about Virgin Blue's push into the FF programs (she agreed they are looking very closely at this issue), about the possible format that they might introduce (I think something like Southwest's).

They are concerned about the ongoing loyalty to flying QF, given the change in the FF program on 25 May 2005 (yes, it was mentioned, so they are well aware how we and other QFF members reacted to it). It would seem that they read the very popular discussions we had during that changeover period.

I'm looking forward to now seeing follow up to our conversation. Yes, I'm challenging QF (in a nice way :D ). It's all well and good that systems and processes are put in place, but all too often due to lack of commitment, training or business direction changes; that the follow up is left waning and that's where goodwill dives. From the comments on the thread about the success that some have had in QF answering their queries (whilst I'm glad I haven't had any, I'm greatful to see the responses from QF have been good).

I was thrilled that it was actually Jenny that rang me to discuss the points, so we got to the top with our idea.

Jenny, on behalf of all here on AFF, thank you.
 

BlacKnox

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You posted this after your lunch at the cricket club :?: Another well done :!: And it's good to see that QF has been open and honest in their discussions with you.
 

aus_flyer

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It's great to see Qantas having a presence.

When I started the forum about "Reply to compaints - your experience?" I was amazed at some of the responses.

I recently wrote to Qantas to provide what I thought was constructive advice, so hopefully they might take it on board.

For the mostpart, although there is criticism, pretty much everyone on AFF seems to provide constructive feedback.

The idea of focus groups in capital cities is an excellent idea. Many people on AFF know more about Qantas than their own employees - I am sure many of you have struck this before on the phone!

A very good outcome indeed. :D Congrats.
 

QF WP

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BlacKnox, it wasn't a liquid lunch at the QCC...only a couple of light beers and a red wine.

odoherty, that is exactly what I am hoping for - not only will they be reading our responses to service on and off flights here, but also our ideas, likes and dislikes about the post 25 May environment...

No doubt they are also interested in the AA Platinum Challenge :D
 

oz_mark

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Lindsay Wilson said:
Yes, she openly advised they do "lurk" on AFF and get some good feedback from our responses. She actually mentioned she'd had contact with Clifford Reichlin a couple of times, so I knew she was telling the truth.
I had always suspected that the lurked, it is nice to have this confirmed.

Lindsay Wilson said:
She then pointed out the dedicated resources they have (QFF Cusomer Service, QF Customer Relations) to answer the questions that come in from flyers. She is retiscent to dedicate additional resources to specifically monitor our sites from her department. From a commercial viewpoint, whilst I have to agree with her point of view, it's a little disappointing :( ...but better to ask and not receive, than never to have asked at all. At least we know we are on their radar...
Not surpring that she is reticent. After all, compared to the number of flyers qantas has, the community here is quite small (but perhaps more vocal than average), so one needs to bear that in mind. I am sure Qantas tried to get as much feedback across the spectrum as they can.


Lindsay Wilson said:
Certainly, they are interested in hearing both the good and the bad, however she agreed that the majority of feedback was about the bad. Very hard to keep motivated when all you are doing is fixing problems. I said that there should be brick bats as well as bouquet's.
People will always complain. The way I viewed it in my past job, was that if the complaints were about trivial things, then we must be doing alright.

Lindsay Wilson said:
Now, having said that, she agreed that there could be an opportunity to involve AFF'ers in Focus Groups in capital cities in the future. Obviously, she will bring that to the attention of QF Marketing. I am happy to remain the conduit with the discussions (and assisting Clifford) in continuing the goodwill that QF are showing us.
This is of interest. Although I am not sure how many focus groups get run in Perth.


Lindsay Wilson said:
We spoke about Virgin Blue's push into the FF programs (she agreed they are looking very closely at this issue), about the possible format that they might introduce (I think something like Southwest's).
Difficult for them to really respond until the see the details of what Virgin Blue proposes (if anything)
 
G

Guest

Good on you Lindsay!

It would be great to see qantas GIVE something back for TAKING our thoughts/infomation constantly from these boards.
 
M

MetroAir

Well I'm pleasantly surprised that they're lurking but hope they do something with the feedback.

I've never had a response from Qantas. Just one of the reasons I don't like them.

Cheers
 

QF WP

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I've never had any problem with getting responses to the positives or concerns that I have advised them. I suppose Jenny is saying that the main areas they will be focusing their resources towards are the Customer Relations - written, email and telephone contact.
 

newflyer

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MetroAir said:
I've never had a response from Qantas. Just one of the reasons I don't like them.
MetroAir,

Sorry to hear that, because my experience is exactly the opposite! I've provided feedback - good and bad, and by phone and email - and I've always received a pretty prompt response from QF. And none of the usual auto-reply 'thanks for your valued commments, either' - in each case, its always been from a - gulp - real person!
 

straitman

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I go away for a few days and look what happens.

Lindsay passes his 1000 post and he gets into some meaningful dialogue with QFF. It's good to see that there is a name behind the "system" and that the "system" is paying attention within its policies, rules and requirements.

I'm sure that Jenny is reassured by the feedback from Lindsay and the +ve as well as -ve feedback that appears on the forum.

Congratulations to all.

:D :D :D :D :D :D
 

QF WP

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Now we can eyeball the person who I'm talking to as well. This will start to personalise the situation.

Everybody, meet Jenny Chamberlain (see Page 2 photo and details).

She looks younger than me (and better lookingas well :wink: )
 

stuandmel

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Thanks Lindsay, I am obviously new to the board but from my experiences so far, it should be viewed as a great resource by Qantas et al. Whilst I have spent $80,000 on travel myself this year - business and pleasure, I have direct control over another $60,000 or so in my organisation.

I think moves by any airline to look at the forum members as volunteers for email orientated focus group testing would be a wise one and potentially to the benefit of all.
 
G

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Lindsay Wilson said:
Now we can eyeball the person who I'm talking to as well. This will start to personalise the situation.

Everybody, meet Jenny Chamberlain (see Page 2 photo and details).

She looks younger than me (and better lookingas well :wink: )
eeek... i pinned her to be 34-38 .. same pic has been in every newsletter for years might I add :roll:
 

N860CR

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Now what a shame some of that good customer service can't rub off onto Jetstar... :p
 
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