I’m thinking it’s ok to cut them a bit of slack due to the pandemic.I have had 6 flight disruptions of late and no contact from VIP team for any of then.
Very similar experience to me.In the SST days i seem to recall that they only ever monitored international flights. I a pretty sure I was not called when domestic flights were changed, cancelled or delayed and at that time I was on planes every week.
I’m thinking it’s ok to cut them a bit of slack due to the pandemic.
The team has been completely overhauled. They are now dealing with many more things that the previous SST wasn’t able to (reservations, awards etc).I'm a little perplexed by this (or possibly just ignorant). Given there are no internaional flights and one would assume significantly fewer P1s flying on any given day these days, why would they need to be cut slack? Wouldn't what they usually deal with be much lighter meaning that could be even more proactive now?
I totally agree and have had similar experiences with the VIP team. I have no problem with the service at all, it's just that they are not doing the same job as the SST. They also don't start early which is a deficiency when you have an early flight and wake up to a Qantas SMS.cut my be the operative word here - a different word to slack but also starting with s - staff.
IIRC the SST staff in CBR are all gone. Maybe some redeployed(?) but I believe all gone sadly.
The VIP Team just may not have this function any more. Or perhaps "suspended for the duration" perhaps?
I mean VIP team did have a few invites and things out there iirc so there is still that functionality out there, and some comp upgrades (and things like CL invites too). Flight monitoring? seems to have gone.
I suppose it remains to be seen if this service, such as it was, will return whenever more general flying (and international) is a good question.
I do agree with al the cancels and disruptions going on for the relative few that have been actually flying over the past 18 or so months you might have thought this kind of thing would have improved.. but I definitely think this is probably a staff (shortage) issue.
I would like to say though on a very positive note I had great experience this week.
On Sunday I called (and got on to a VIP agent in HBA) to enquire about a flight credit booking that had not ticketed. Turns out it had a problem with a tax not being charged or something. Anyway agent very helpfully sorted that out quickly. Was friendly and pleasant.
The next day as it was near my membership anniversary I wanted to change my platinum gift for the next year. I decided not to phone and tie up QFF on this, but send an email to VIP Team. Well I got a call maybe 30 minutes later.. and blow me if it wasn't THE SAME agent from the day before(!). Long story short she liased with QFF to organise it but actually proactively called me back before doing it to check because it turns out my friend was to be extended anyway and thus wuld have Plat regardless so she wanted to check if I still wanted to do it, or leave it so I could pick someone else or whatever. Now I thought that was very good follow up on such a minor issue. I'd mentioned to her I'd emailed as I did not see it as a phone worthy thing given the times and demand but she was very clear in saying they were happy to have "their' VIP's call for anything and it was no problem. So I had a quickly responded to mail, personally via phone (rather than just a "OK we'll do it" email which would have been fine) and checked back with me again later on.
So they're still able to deliver some service. I was quite impressed.
I guess we have to wait and see what may happen with flight monitoring and other functions of the old SST as (hopefully, sometime) things improve.
Slow response but I just noticed this and had to disagree ( ). All my flying is domestic and I felt I was very well looked after by the SST. I've seen a few comments saying that they were totally focused on international but that was not my experience. I have to say though, that considering P1 is WP x 3, none of the perks I've received were worth serious effort chasing but still gratefully received when you're doing the travel anyway.The team has been completely overhauled. They are now dealing with many more things that the previous SST wasn’t able to (reservations, awards etc).
The previous SST rarely got involved in domestic IRROPs and I think it’s even less likely that the new team will do so now.
I’d prefer that they kept the focus that they currently have. It’s an improvement.
My domestic flying was dwarfed by my international so your experience of the SST domestically will be greater than I had.Slow response but I just noticed this and had to disagree ( ). All my flying is domestic and I felt I was very well looked after by the SST. I've seen a few comments saying that they were totally focused on international but that was not my experience. I have to say though, that considering P1 is WP x 3, none of the perks I've received were worth serious effort chasing but still gratefully received when you're doing the travel anyway.
Mine says "You've flown around the world 34 times", and everything else is "undefined"P1 briefing arrived today.
Must be a bug in the system, it says:
You've clocked up undefined kms onboard
You've taken undefined flights
You've earned undefined and used undefined Qantas Points**
Anyone going for the decanter offer? Says it's exclusive to "elite tier P1/CL" but I can see it on the public site