QF crew in J cabin - how appropriate?

[Cocitus23]

Thanks for that reassurance, jb747, and I suspect that you are correct. But when I think about it now, don't you think it is odd that they did not take the initiative and offer me the option to move, even before we took off?
The reality is that I have five kids and 13 grand-kids of my own, so I am well-habituated to urchins. (A kindly old grandpa!) But neither the crew nor the parents were to know that, just as they did not know that I had just come off a long overnight haul.
I read how touchy some posters are to even minor perceived let-downs of service, and I think they would have been jumping mad had they been in my situation.

Cocitus 23.

 

[rgiant]

Late to join in but I have to agree with the original poster.

From what I have experienced with Qantas cabin staff give preferential service to their fellow workers regardless of whether they are travelling on duty in uniform or off duty as vacationers. Using the call button during their socialising does not often result in friendly service and occasionally I have been permitted to help myself to the galley rather than use the call button. First class is the only class of travel where I have not experienced this behaviour.

The culture of service to the paying customer does not appear to be a priority for Qantas.

 

[jb747]

I presume what has happened is that they have been loaded at the last minute, when there were 4 individual seats available. It's a bit of a catch 22, because a lot of people become proprietary about the seats, and wouldn't like being asked to move. I guess the options were to move someone sitting next to the parents, or to move you, or if there were no hassles, to leave it alone. I'm sure that if you'd asked to move, it wouldn't have been an issue.

 

[milehighclub]

Thanks for that reassurance, jb747, and I suspect that you are correct. But when I think about it now, don't you think it is odd that they did not take the initiative and offer me the option to move, even before we took off?

This is also another condition of duty/staff travel. Never ask a commercial passenger to move.

Something that does happen from time to time - A family of say 4 is split up because when you are upgraded it usually occurs last minute if the flight is full and you have to take what is left.

 

[Cocitus23]

This is also another condition of duty/staff travel. Never ask a commercial passenger to move.

That's for your confirmation, milehighclub. That condition is just as I suspected. But my point is that more discretion should be used. In the case I described, the offer of a move would not be made to improve the staff member's convenience ("Would you mind moving so that this family of an off-duty staff member can sit together?") but rather to improve the paying customer's convenience ("Would you like the opportunity to move so that you are not bothered by the unattended child beside you?).

I'm sorry, but I get a little annoyed when common sense takes second place to some blanket rule.

Cocitus 23.

 

[HodgoBerro]

Interesting topic, is there a thread to vent/commend on flights we've been on? As I'm sure to comment and vent on several flights.

As for the call/ignore button, this is when QF staff should look at their service towards this. My worst episode being when I flew from SYD to BNE and had a nosebleed mid-flight. They looked at me like I was stupid and got me one measly tissue. No first aid and ended up with blood all over my clothes and on the seat.

EK staff on an A380 from AKL to SYD when I required some orange juice for a medical condition completely ignored me, I had to go looking for a FA who clearly felt it was not her duty to satisfy my request.

I do have a commendation to the staff on May 6 flying from BNE to SYD who had some FAs in plain clothes sitting next to me who were doing their refresher course.*

The on duty FAs did their job, served the passengers first then attended to the off duty FAs who wanted to ask the Cabin Supervisor some questions about the plane.

The passengers came first.*Probably a rarity.

For someone who's experienced in customer service, I have seen some great customer service and some appalling customer service, the latter being mainly on the BNE - SYD CityFlyer flights. QF should really pick up their act.


Finally I don't fly Jetstar. Period.

 

[Leumas]

That's for your confirmation, milehighclub. That condition is just as I suspected. But my point is that more discretion should be used. In the case I described, the offer of a move would not be made to improve the staff member's convenience ("Would you mind moving so that this family of an off-duty staff member can sit together?") but rather to improve the paying customer's convenience ("Would you like the opportunity to move so that you are not bothered by the unattended child beside you?).

Well, as jb747 said, QF (or the staff concerned) was probably in a no-win situation. If they asked to move you, even if they phrased the question as above, there'd bound to upset some people.

Personally, I wouldn't care if I was asked to move in your situation. Like you, I might even offer to move. In all likelihood, without the kid saying, no one would have known his Dad is a pilot. It's probably safer for the staff concerned to stick to the rules.

Don't mean to drag it off topic, but while we've insiders here... Is there an official rule about not having a male travelling by himself sitting next to a UM? (I don't know if Cocitus23 is a male or not, but I suspect this kid wouldn't even count as a UM anyway.)

 

[djfuzz]

Don't mean to drag it off topic, but while we've insiders here... Is there an official rule about not having a male travelling by himself sitting next to a UM? (I don't know if Cocitus23 is a male or not, but I suspect this kid wouldn't even count as a UM anyway.)

I believe that is a rule (that BA has copped some flack for).

As you said, the child wasn't UM as his parents were in the same cabin.

 

[haydensingleton]

I get the feeling that you have an issue with QF staff travelling in business all together.

I'm going to give a quick comment to a couple of your issues, by all means i dont mean to be blunt and arrogant if it comes through this way.

In response to your issue about the Salmon not being available as a choice, there are a few responses. Firstly, if the staff travelling were on a duty travel ticket, then they receive the same rights to choosing a food option as you do (afterall, if they were on a 10 hour shift they can't just nip out to coles and grab a sandwich), also your T&D's dont state that you are guaranteed a choice, just that you will be offered a meal. Not that this makes it right. Secondly, Majority of staff, and discounted staff deal ticket holders will let the FA's know that they can serve the paying passengers first and they can come back to them (unfortunately it doesn't sound like they did that). Thirdly, If the staff were travelling on discounted tickets then they should be served last. Lastly, did you happen to change your ticket at the last minute to a different flight? If so...then your catering is not assured.

But by all means, a CSM having a negative discussion about the airline is completely innapropriate, and if this needed to be discussed, then it should have been done in the galley area. I would also suggest sending in a feedback form whenever you have this type of service.

p.s. all seats have a call bell, so if you feel you would care for more attention give the button a go.

 

[ozimax]

No issue with crew travelling in any class.

I'll second this. As a former TN employee, I see no problem with it. Mind you, whenever I travelled (almost always 1st class), it was always in a suit and tie.

 

[DrAndyC]

I just travelled SYD to BNE with QF J class on a 767 and was not surprised to see a few Qantas staff on board. However their behaviour prior to take off was a bit poor (talking over the non staff passengers in row 2 - one was sitting in row 1 and two more in row 3).

Rightly so the CSM came up and asked for the lanyard with ID (of one of the staff in row 3). They were not in uniform...in fact I thought they were just rude people until I realised that it was a qantas staff lanyard with id card.

I thought the CSM and crew of that flight acted courteously and professionally. Pity about the others though. At least take off your lanyard!

 

[ozbeachbabe]

I just travelled SYD to BNE with QF J class on a 767 and was not surprised to see a few Qantas staff on board. However their behaviour prior to take off was a bit poor (talking over the non staff passengers in row 2 - one was sitting in row 1 and two more in row 3).

Rightly so the CSM came up and asked for the lanyard with ID (of one of the staff in row 3). They were not in uniform...in fact I thought they were just rude people until I realised that it was a qantas staff lanyard with id card.

I thought the CSM and crew of that flight acted courteously and professionally. Pity about the others though. At least take off your lanyard!

Hmmm, I can feel a report coming on. Sounds like someone's staff travel privileges may be in jeopardy for a while. :shock: :shock:

 

[VHOEJ]

I have no issue with it either but it is thier conduct that should be judged. They shouldn't be gossiping (particularly when it is audible). Mind you, other staff 'dobbing' in on fellow staff never goes down well so I am sure it rarely happens.

There are a lot of conditions on staff travel, whether they are on duty or not, such as conduct, not drawing attention to yourself and accepting the catering last. 99% of the staff who travel do the right thing but there is always a few who do the wrong thing and should lose those privileges.

 

[Friendly crew]

No issue with crew travelling in any class.

Agree 100% that the (paying - points or $$) passengers should not get a second rate service, just becuase the (working) crew want to gossip.

I would have thought it reasonable to give priority to the paying pax for
- seat selection
- meals / drinks

If there's time left over and passenger's needs are met throughout the flight, gossip away (discreetly, not so the whole cabin can hear).

I am a Qantas Domestic Customer Service Manager. It is always interesting to here the comments made by frequent flyers. I know that in some cases what you have experienced is true and as suggested by someone else you should address this with Qantas directly as making comments about it on a site such as this does not address the problem. I can assure you that if you had sent an email to Qantas that the crew and in particular the Manager would have been spoken to within 48 hours of receiving your feedback. To support some of your comments you as a commercial customer should have been served before any deadhead crew or other staff traveling in business. You certainly should not have missed out on a meal choice because crew were offered first. This is against our policy and should not happen. I myself avoid this situation when premium customers are seated behInd deadheading crew by asking our customers for their choice of meal to ensure they receive their choice.
To the issue of deadheading crew; this is quite common especially along the east coast. Cabin crew have no say over where they are seated in the cabin and are usually allocated their seating at the last moment. As for traveling in uniform this is usually because we will be operating another sector on disembarkation with tight turnarounds it is not feasible to change out of uniform to then again change into uniform again. Again it is policy that crew when deadheading should be discrete and not monopolize the time of the operating crew. As a manager crew who do this i find to be very annoying and receive feedback from myself. To the matter of seeing the crew eating a meal that is not available i
To you in the cabin, cabin crew have an entitlement to a crew meal which is equivelant to a JCL meal. Thus includes a choice of meal. We often work 9 hour days and may only receive 1 meal in that period which must be eaten in a short period of time. I am sure you would not begrudge any worker the right to receive sustenance as per O H & S legislation.
Crew as such are on the aircraft primarily for safety with device second. Over the years I have been involved in many safety related incidents, medical emergencies and violent confrontations with passengers from verbal abuse to physical abuse. I enjoy what I do and am proud of what I do. I have interacted with over 2 million customers over the years and overall have found people to be interesting. Meeting people is what makes the job satisfying. I am always disappointed to hear remarks like your own as the majority of crew truly strive to deliver exceptional customer service. I can only encourage you to communicate with Qantas any concerns that you may have.

 

[samiam]

Hi Friendly Crew

Thanks for your comments based upon your first hand experience. Now if you could kindly cut and paste yourself and cover every flight, that would be greatly appreciated.

 

[Friendly crew]

I just travelled SYD to BNE with QF J class on a 767 and was not surprised to see a few Qantas staff on board. However their behaviour prior to take off was a bit poor (talking over the non staff passengers in row 2 - one was sitting in row 1 and two more in row 3).

Rightly so the CSM came up and asked for the lanyard with ID (of one of the staff in row 3). They were not in uniform...in fact I thought they were just rude people until I realised that it was a qantas staff lanyard with id card.

I thought the CSM and crew of that flight acted courteously and professionally. Pity about the others though. At least take off your lanyard!

Just a quick reply regarding your observation. It sounds lime the staff you encountered were from another department as Cabin Crew are not allowed to use lanyards for ID cards due to OH & S. I can assure you that staff from non operational areas cause as much annoyance to us as they do to you. Sorry for your experience.

 

[TheInsider]

Hmmm, I can feel a report coming on. Sounds like someone's staff travel privileges may be in jeopardy for a while. :shock: :shock:

Remember that 'incident' with a QF staffer and an AFL footballer in J class?
That person is still with QF with all staff benefits AFAIK.

As for the meal issue, i find that very odd. I've flown over 30 flights in the past few years and have only had a choice when everyone else has been served

 

[cove]

If it is there then grab the J seats.
Anything with a use by date should be used to the max.

 

[shambles]

some pretty fair comments from an experienced CSM

I tips me 'at to you fine sir or m'am

 

[anat0l]

Welcome Friendly crew and thanks for your comments.

Needless to say there are countless of us who would love to see more crew like you on our Qantas flights.