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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 
); 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 ). 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.
); 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
). 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.
