Qantas to revamp international brand image

[jakeseven7]

Qantas is to relaunch its international brand image, with the creation of a new team led by executive manager customer & marketing Lesley Grant.

AdNews: Qantas to revamp international brand image


Not much detail but interesting nonetheless!

 

[drewbles]

Qantas is to relaunch its international brand image, with the creation of a new team led by executive manager customer & marketing Lesley Grant.

AdNews: Qantas to revamp international brand image


Not much detail but interesting nonetheless!

Interesting. Lesley is ex-AN Customer Service Manager.

I know she's been at QF for quite a few years now (complained to her many years back about a bad flight and got a very dismissive written response from her).

As I keep saying like a broken record, consistency would be nice. QF needs that before anything else! I'd hardly herald the current changes as brilliant. NGCI has/is plagued with issues still, and the domestic J refresh has not been inspiring (and the A330 2-3-2 is just a cluster-coughk).

 

[Nigelinoz]

It will be interesting to see what "revamp of international brand" encompasses and six months isn't a long period of time to come up with anything that involves major changes is it.

 

[jakeseven7]

Interesting. Lesley is ex-AN Customer Service Manager.

I know she's been at QF for quite a few years now (complained to her many years back about a bad flight and got a very dismissive written response from her).

As I keep saying like a broken record, consistency would be nice. QF needs that before anything else! I'd hardly herald the current changes as brilliant. NGCI has/is plagued with issues still, and the domestic J refresh has not been inspiring (and the A330 2-3-2 is just a cluster-coughk).

LOL NGCI plagued with issues? Hardly. Its been one of the best roll outs of major new techonolgy I've seen for a while - its going to be picked up as a casestudy actually by Accenture....

 

[drewbles]

LOL NGCI plagued with issues? Hardly. Its been one of the best roll outs of major new techonolgy I've seen for a while - its going to be picked up as a casestudy actually by Accenture....

...

The amount of people who have commented that baggage injectors are not working, that the totem poles do not wake-from-sleep to check people in, that people are not getting SMS's with their boarding pass, that the Q Bag Tags are being ripped off (presumably by the inner-workings of the luggage system at airports), that the queues for bag injectors are long as people are not figuring out how to put their own bag-tags on, that bag injectors simply fail to recognise Q bag tags, that bags have gone missing and not turned up at final destination, that priority baggage is now a total gamble (as opposed to the semi-gamble it was previously), are plenty.

QF did not invent anything here. NZ has been using it for a considerable time, and theirs works fine. It may well be picked up as a case study by Accenture... on how not to re-invent the wheel

 

[straitman]

...

The amount of people who have commented that baggage injectors are not working, that the totem poles do not wake-from-sleep to check people in, that people are not getting SMS's with their boarding pass, that the Q Bag Tags are being ripped off (presumably by the inner-workings of the luggage system at airports), that the queues for bag injectors are long as people are not figuring out how to put their own bag-tags on, that bag injectors simply fail to recognise Q bag tags, that bags have gone missing and not turned up at final destination, that priority baggage is now a total gamble (as opposed to the semi-gamble it was previously), are plenty.

QF did not invent anything here. NZ has been using it for a considerable time, and theirs works fine. It may well be picked up as a case study by Accenture... on how not to re-invent the wheel

drewbles,

Why don't you say what you really mean :?:

 

[medhead]

LOL NGCI plagued with issues? Hardly. Its been one of the best roll outs of major new techonolgy I've seen for a while - its going to be picked up as a casestudy actually by Accenture....

I don't think the 100s of people queuing for the service desks at SYD T3 on Saturday morning would have described it as one of the best roll outs if new technology, if asked.

 

[jakeseven7]

...

I fly between the Next Gen ports weekly and haven't seen anything of the sort including the roll out in Sydney pre-Xmas crowds which was all fine.

No one said QF had invented it, the roll out has been deemed as the seamless part and for the most part it has - I think you may be exaggerating slightly the 'problem plagued' roll out in your eyes....

 

[pauly7]

I frequent the next gen airports and haven't seen anything out of the ordinary.... it's great...

Perhaps some people are finding it a bit hard to adapt on the days and times you fly...? (jokes)

 

[JohnK]

I would have to agree and say that consistency in service and product would be really nice. Perhaps I am asking for too much though.

The amount of people who have commented that baggage injectors are not working, that the totem poles do not wake-from-sleep to check people in, that people are not getting SMS's with their boarding pass, that the Q Bag Tags are being ripped off (presumably by the inner-workings of the luggage system at airports), that the queues for bag injectors are long as people are not figuring out how to put their own bag-tags on, that bag injectors simply fail to recognise Q bag tags, that bags have gone missing and not turned up at final destination, that priority baggage is now a total gamble (as opposed to the semi-gamble it was previously), are plenty.

I only have limited experience watching these machines in action and so far not so good.

A couple of weeks ago in PER I could only laugh at the number of people who could not use the NGCI machines to check-in before their flight for one reason or another.

Last night in SYD there was a slight delay in the business class service queue and I was watching the people trying to use the injectors. Not sure if there were issues or not or whether people are still trying to come to grips but some people appeared to spend way too long trying to get their luggage into the injectors and the lines getting longer all the time on a slow travel day.

For me the jury is still out and I will continue to use the service desk.

 

[drewbles]

drewbles,

Why don't you say what you really mean :?:

Yes.... Ahem.. Bad day?!

I frequent the next gen airports and haven't seen anything out of the ordinary.... it's great...

Perhaps some people are finding it a bit hard to adapt on the days and times you fly...? (jokes)

Sorry if that came over a bit harsh (I've probably been a bit grumpy the past few weeks, lots gone wrong after being forced to move house and I guess somewhere had to take the brunt of it, so apologies if I was a tad terse )

I was just trying to suggest that a lot of people on here and in general have expressed quite a few downfalls with NGCI. I've used it a few times, and have had several of the mentioned issues occur to me. The baggage injectors are of little consequence to me as I seldom check luggage, but not getting an SMS confirming check-in, which is a very simple thing, is a sign that the system has issues.

Was merely also suggesting QF didn't re-invent the wheel, and could have modelled it on a working system (such as NZ's). Like Myki in Melbourne could have modelled itself on other successful ticketing platforms worldwide (heck even SmartRider in Perth works better than Myki). No need for Accenture to pick this up as a case study

 

[oz_mark]

Was merely also suggesting QF didn't re-invent the wheel, and could have modelled it on a working system (such as NZ's). Like Myki in Melbourne could have modelled itself on other successful ticketing platforms worldwide (heck even SmartRider in Perth works better than Myki). No need for Accenture to pick this up as a case study

SmartRider was just an implementation of the Wayfarer (now Parkeon) multimodal ticketing system (Parkeon perfection in Perth).

As for this thread, a revamp of brand image suggests a few tweaks here and there rather than a whlesale revamp.

 

[docjames]

As for this thread, a revamp of brand image suggests a few tweaks here and there rather than a whlesale revamp.

Enhancement?

 

[Oneworldplus2]

l've only used next gen check in a handful of times and it worked fine for me on those occasions. However, when l checked in @ PER and SYD, the airport's were very, very quiet (outside peak hours). On both occasions l had QF staff come and talk to me, because they were standing around twiddling their thumbs.

 

[Sprucegoose]

I haven't seen priority work as well as it did before.

 

[Moopere]

For me the jury is still out and I will continue to use the service desk.

Yep, same here. The resolution to long lines at checkin is to actually man the checkin counters with staff, not to force the travellers to interface with a machine all by themselves.

Call me a fuddy duddy, I don't mind, but I have the same problem with banks. You should see the looks on tellers faces when I actually go in to a bank to do banking. Invariably, if they don't know me, new teller will say I can save money and make my life easier to use the machine out the front. My cheeky response is that I think their job is worthwhile doing (the tellers job) and I'm happy to move my banking business to banks who have humans working in them

 

[pauly7]

Yep, same here. The resolution to long lines at checkin is to actually man the checkin counters with staff, not to force the travellers to interface with a machine all by themselves.

Call me a fuddy duddy, I don't mind, but I have the same problem with banks. You should see the looks on tellers faces when I actually go in to a bank to do banking. Invariably, if they don't know me, new teller will say I can save money and make my life easier to use the machine out the front. My cheeky response is that I think their job is worthwhile doing (the tellers job) and I'm happy to move my banking business to banks who have humans working in them

Haha certainly won't call you that!

Personally I want to get through as quickly as possible. Period.

NGCI is so so much faster (for me, clearly a couple of other people are having issues) than classic, so I prefer that

Guaranteed that eventually JQ and DJ will follow suit... So you might be flying Rex everywhere

 

[medhead]

...

I fly between the Next Gen ports weekly and haven't seen anything of the sort including the roll out in Sydney pre-Xmas crowds which was all fine.

Yep and I fly to SYD weekly as well. If you were there at about 10am on Saturday 15 Jan 2011 you would have seen problems there were hundreds on people in lines snaking around the check in area. This is on a quiet day in a quiet travel month.

Doesn't bother me as I don't check luggage and I mostly do OLCI with FF card scan at the gate. Did NGCI once and no SMS for me. 100% fail rate?

 

[TheInsider]

Yep and I fly to SYD weekly as well. If you were there at about 10am on Saturday 15 Jan 2011 you would have seen problems there were hundreds on people in lines snaking around the check in area. This is on a quiet day in a quiet travel month.

This wasn't due to NGCI failing, it was due to the baggage belt failing. Which has happened at many other non-NGCI ports many of times before.

 

[medhead]

This wasn't due to NGCI failing, it was due to the baggage belt failing. Which has happened at many other non-NGCI ports many of times before.

Well there you go. Can't say i paid much attention. The baggage belt at the service desks was working? (Do they have a baggage belt at the service desk?) so people tagged their bags and then dropped them at the service desk?