QF domestic 28-day advance purchase Business Class - not worth the pain

[tdimdad]

I tested this in CBR Qantas Club and got a much more balanced response than the OP had to their question. Red e-Deal ticket and two flights to SYD before mine was due to depart so thought it's no harm asking kindly if there's any chance of catching an earlier flight if they have spare room left. "With your fare, you would need to buy a new fare or, if it's booked through a third party travel agent, contact them to arrange it."
Clear, presented in a neutral manner and left the ball back in my court on the action to take, if I want - and as I expected (would have been surprised pleasantly to be moved even when both preceding flights had Y fare classes available). A good example of how it's handled quickly and well.

 

[Seat0B]

How about this scenario that has happened to me several times flying business Brisbane to Canberra on the last flight of the day (ridiculously at a bit after 7pm!). This flight is ALWAYS the most expensive of the day. I have often booked for this flight - no idea what type of business fare, just whatever the web site sold me. Almost always if I arrive early, I am offered an earlier flight. This often suits me - but I have NEVER received an adjustment in my favour for taking the much cheaper earlier flight. This isn't a complaint - I am aware that it is my choice to take the earlier flight, and sometimes I choose to stay on my booked flight and really enjoy the lounge, but it seems a bit like having a bet both ways if they want to charge when the flight you change to is more expensive as for the OP, but don't refund if the flight you change to is cheaper, as for me.

 

[Berlin]

but it seems a bit like having a bet both ways if they want to charge when the flight you change to is more expensive as for the OP, but don't refund if the flight you change to is cheaper, as for me.

Sure- but they can, because they get away. Would be the first time to hear about some inherent systemic "fairness" in business dealings. Ha- I wish!

 

[PineappleSkip]

Wonder if QF is listening. Offered fly ahead this morning on a J award booking BNE-SYD. Neither flight appears particularly full. I do early checkins on award bookings regularly, but never offered fly ahead before.

row 1 with baby in adjacent seat. that may have influenced the offer. BTW baby is not unaccompanied.

 

[Max Samuels]

I must say, I struggle to see what the OP's gripe is. Of course, I wasn't there and rude treatment may be the simple answer, however flow forward is a clearly stated P1 benefit. P1 can flow forward to an earlier flight regardless of fare differences. The OP was not P1 so the benefit wasn't available. Considering the post objectively, it seems, regardless of the rude manner, the staff member did their best to help. Suggesting cashing the flight in, re-booking flex and upgrading was quite a creative solution and, depending on the exchange rate used for the points, might have worked out OK.

Other than just really cough service?

Anyway, I can shed more light on this. QF actually called me the other week - out of the blue. Just a friendly customer service chat. Since I spat the dummy in April and have flown almost exclusively VA, it would seem like I have appeared on their radar as a churn risk.... Telcos, airlines etc develop things called "churn models" that use data and magic to work out when and why customers "churn" from the business, and try to intervene before that happens. When I worked on churn models at big telco, for example, the sweet spot for intervention was 3 months out of contract renewal (for some reason). And especially if the customer had had more than x negative interactions with the call centre, that would increase their risk profile.

Anyway, obviously QF have one too. So I told her straight up why I was avoiding them, and she agreed and could see it all in her notes. And words were something like this "although technically the agent was correct, they can at their discretion move passengers to early flights, and you escalated this right up to the duty manager, who can certainly move you.... I'm surprised they didn't". So I received kind of an apology??? And then the next thing I know i have 2 comp passes for QF F lounge (which will be great for the few times I have more than 1 guest).

So..... I guess the squeaky wheel gets the grease. Still a cough experience. I still do have dreams of that particular lounge dragon falling into a volcano....

 

[prozac]

Other than just really cough service?

Anyway, I can shed more light on this. QF actually called me the other week - out of the blue. Just a friendly customer service chat. Since I spat the dummy in April and have flown almost exclusively VA, it would seem like I have appeared on their radar as a churn risk.... Telcos, airlines etc develop things called "churn models" that use data and magic to work out when and why customers "churn" from the business, and try to intervene before that happens. When I worked on churn models at big telco, for example, the sweet spot for intervention was 3 months out of contract renewal (for some reason). And especially if the customer had had more than x negative interactions with the call centre, that would increase their risk profile.
...

Interesting Max. Sorry for O/T, but as you "worked on churn models" I left Telstra for Optus this week after a long association and they couldn't have cared less, even when I warned them in advance. Strangely my ISP called last week offering me a loyalty bonus if I took up a mobile service. 2 months free data plus a $200 credit per service (I am contracting 2). Pity, even with this they could not match the deal Optus was pushing.

 

[Max Samuels]

Interesting Max. Sorry for O/T, but as you "worked on churn models" I left Telstra for Optus this week after a long association and they couldn't have cared less, even when I warned them in advance. Strangely my ISP called last week offering me a loyalty bonus if I took up a mobile service. 2 months free data plus a $200 credit per service (I am contracting 2). Pity, even with this they could not match the deal Optus was pushing.

Oh yeah - the big T doesn't care (I have worked there too!). But the Big T is a different ballpark altogether.
I was talking about Vodafone. And they did care.

Actually, the Big T is starting to care more and more (from what I can tell).

 

[Max Samuels]

As many many people have mentioned on this forum, companies realise the easiest sale is to an existing customer. It is not rocket science. Keep your customers happy. Duh.

But when you have 20 million of them, it is hard.

Technology allows them to do this better (or at least try to).

 

[prozac]

As many many people have mentioned on this forum, companies realise the easiest sale is to an existing customer. It is not rocket science. Keep your customers happy. Duh.

But when you have 20 million of them, it is hard.

Technology allows them to do this better (or at least try to).

I won't start to explain my recent run-in with my major bank. Very unhappy I was being charged far more than new customers discussion became quite heated, but resulted in a reduction of 1.75% on a business loan. Big business, and airlines, are a little complacent.