Qantas priority boarding - crippled by Communists?

[PJF]

Qantas have received huge amounts of feedback from customers re PB and other service issues adding more to it in my opinion would have no positive effect. If they cant make things work now with all the feedback they are given then it never will, unless QF Take meaningful and effective actions to eliminate the issues.

Quite clearly QF just are not interested other than blowing smoke and trying to make it look like they are with the use of the likes of Bigger Signs for example.

If the staff are not driven to provide the service by management then Game Over.

Are Junior staff just mirroring what they see from Senior staff maybe all the way to the top.

 

[GoldCanyon340]

Are Junior staff just mirroring what they see from Senior staff maybe all the way to the top.

I haven't seen that behaviour from anyone else.

 

[Ansett]

I would certainly suggest there may well be an element of that.

 

[PJF]

I haven't seen that behaviour from anyone else.

I have on many occasions maybe not to that extreme but certainly unacceptable belligerent attitudes. Forums and threads all over the net have many horror stories regarding customer service issues

 

[GoldCanyon340]

I have on many occasions maybe not to that extreme but certainly unacceptable belligerent attitudes. Forums and threads all over the net have many horror stories regarding customer service issues

Maybe they just like my face

I would stand my ground and play the DYKWIA card in this situation, pointing to the FF part of my boarding pass. Then email the P1 team afterwards.

 

[stm1sydney]

As a mostly VA customer, it beggars belief why QF customers put up with this type of thing. It must be that LTG is considered very, very, very valuable, and worth the abuse.

 

[Pushka]

I'm signing in here just so I can see an outcome. Reminds me of this:

I would be very irritated by this situation. Hope there is some action.

 

[serfty]

There's a mega thread here: Priority boarding on QF domestic - what is the story?

One problem, it seems, is that QF domestic boarding is generally done by the same FA's who will on the flight with you. (VA use gate agents.)

 

[mviy]

As a mostly VA customer, it beggars belief why QF customers put up with this type of thing. It must be that LTG is considered very, very, very valuable, and worth the abuse.

LTG is very valuable. If I reach it'll mean that I can fly QF Y domestically and know I've got lounge access and don't need to bother with lounge invitations (unless travelling with extra guests) or QANTAS Club membership or maintaining status. If maintaining WP is no longer realistic then when travelling internationally one can try to book classic reward seats (SG get access to QF metal seats ahead of those with lower status), put in for an upgrade request (have higher priority than those with lower status) or purchase Business class on whichever airline one's happy to fly on that provides the best value as SG doesn't offer a lot if you're paying for a Business seat anyway. If you're happy with flying Y long haul then LTG will give you lounge access flying any OneWorld airline or a partner airline such as Emirates on routes QF partners with them on.

LTG means that you can benefit from decent status perks whilst spreading your flying dollar around more.

If you travel enough to maintain status on one airline but not two, then if you have LTG you could fly VA to get the status you're happy with e.g. SG and after that have the benefit of status on both airlines for any additional travel picking and choosing the airline that provides the best value for the particular trip.

Another problem I have with VA is that on my key international routes, flying to LHR and SFO, QF provides me with better options. QF will soon be flying MEL to SFO direct non-stop.

 

[stm1sydney]

LTG is very valuable.

Yes absolutely, it's very attractive, but it seems that, because of this, QF's entire strategy is built on securing customers chasing LTG status to the exclusion of other customer-centric initiatives.

 

[Hvr]

One problem, it seems, is that QF domestic boarding is generally done by the same FA's who will on the flight with you. (VA use gate agents.)

Surely in this instance that would be to the passenger's advantage because they can speak to the CSM and make their complaint on board? Mentioning that a second complaint will also be made directly to Qantas should mean that the CSM will address the matter.

 

[Ansett]

Surely in this instance that would be to the passenger's advantage because they can speak to the CSM and make their complaint on board? Mentioning that a second complaint will also be made directly to Qantas should mean that the CSM will address the matter.

No it doesn't sadly have had as have others the CSM advise that PB doesn't work and the priority is to get the aircraft away on time. That is there Priority.

 

[serfty]

Surely in this instance that would be to the passenger's advantage because they can speak to the CSM and make their complaint on board? Mentioning that a second complaint will also be made directly to Qantas should mean that the CSM will address the matter.

There is more chance of the FA having a subsequent issue inboard with a NPB PAX who was denied PB.

 

[mviy]

Yes absolutely, it's very attractive, but it seems that, because of this, QF's entire strategy is built on securing customers chasing LTG status to the exclusion of other customer-centric initiatives.

I don't think so. LTG is a sufficiently difficult target to achieve that it requires a lot of flying. QF would like customers to chase temporary status. That's what DSC offers are primarily aimed at doing. Get customers to book flights long in advance and reward them with extra status credits that make it easier for them to attain/retain status just this once. If they like the higher status maybe they'll retain it without the aid of bonus status credits the following membership year.

Yes they'd like customers to go for LTG status but that's not the main thing they're targeting imo and many would fall short. I'm chasing LTG but I'm still a long way off.

 

[Ansett]

I don't think so. LTG is a sufficiently difficult target to achieve that it requires a lot of flying. QF would like customers to chase temporary status. That's what DSC offers are primarily aimed at doing. Get customers to book flights long in advance and reward them with extra status credits that make it easier for them to attain/retain status just this once. If they like the higher status maybe they'll retain it without the aid of bonus status credits the following membership year.

Yes they'd like customers to go for LTG status but that's not the main thing they're targeting imo and many would fall short. I'm chasing LTG but I'm still a long way off.

I will put on the table again Perhaps if they had LTP it may encourage people to stay with them and continue to chase higher tiers.

 

[Daver6]

The problem of PB is so out of hand, general pax know it isn't enforced so just use the PB queue. Case in hand, in SYD. Got to the gate and there were two almost equally long lines. I walked to the front to see what was going on and sure enough, one was the PB line. Walking back towards the end I actually asked a couple of people of they were meant to be in that queue. Their reaction made it pretty clear that they weren't but could have cared less.

I 100% blame Qantas for this. People know that their are no repercussions for using either queue, so they just do it. Knowingly.

Perhaps all people in the lounges should just sit around and wait an extra 10 minutes before heading to the gates. Eventually when QF have had enough of their flights leaving late due to priority pax being late to board they'll land up doing something about this mess.

 

[Pushka]

The problem of PB is so out of hand, general pax know it isn't enforced so just use the PB queue. Case in hand, in SYD. Got to the gate and there were two almost equally long lines. I walked to the front to see what was going on and sure enough, one was the PB line. Walking back towards the end I actually asked a couple of people of they were meant to be in that queue. Their reaction made it pretty clear that they weren't but could have cared less.

I 100% blame Qantas for this. People know that their are no repercussions for using either queue, so they just do it. Knowingly.

Perhaps all people in the lounges should just sit around and wait an extra 10 minutes before heading to the gates. Eventually when QF have had enough of their flights leaving late due to priority pax being late to board they'll land up doing something about this mess.

Agree. In order for them to act there has to be consequences for them. Currently there are none. It’s like carry on luggage. People stretch boundaries.

 

[kermatu]

Physical setup also plays a part. If the queues aren't really separate or properly roped off, the signs are next to one another, newspapers or headphones on one side etc etc it makes it much worse.

And not helped by people standing near the start of the queue but not actually in a queue or ready (or entitled) to board yet. Can make it hard for other pax to see the right queue.

Best example of PB enforcement I've seen is at LHR for a BA flight to Germany. There were about 4 people standing near the desk when priority boarding was called. I was seated but as flying J I got up and joined the queue. Maybe 7th or 8th in line. First person approaches agent. She sees the person is not a priority pax and says loudly, firmly but politely "You are not able to board yet. Please find a seat and wait until your section is called". All of a sudden the line in front of me dissipates and I'm 2nd person on (well, onto the bus anyway - but meant I got a seat).

 

[BAM1748]

Always get their name. Either from their bage or security ID they cooped on or around their neck.

With 20,000 employees there will always be a few having a bad day or bad attitude.

I've never seen what you described but I'm always happy to take on gripe if I have he names of the people involved.

 

[BAM1748]

I'd rather the just had two lines, that would be more speedy.