QF Email Survey ... "We'd like to know what you think"

Discussion in 'Qantas Frequent Flyer Program' started by nonpop, May 17, 2014.

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  1. nonpop

    nonpop Established Member

    Jun 2, 2010
    1,053
    571
    SYD
    Anyone else get this survey and go through to the end?
    The challenge I have in answering it is timing ... thatis are the talking pre-1st July or post 1st July ?
    Can you throw some light on the intention of the survey?

    Email
    QF.jpg

    Page 1 of the survey
    QF 2.jpg
     

  2. Paddy55

    Paddy55 Established Member

    Sep 30, 2006
    1,447
    390
    Sydney
    I got the survey and got through to the end!
    Let them know how I felt about award earn/burn changes and asked why they didn't ask for comparisons compare to AAdvantage :)
     
    • Like Like x 1
  3. MEL_Traveller

    MEL_Traveller Enthusiast

    Apr 27, 2005
    17,412
    5,275
    Melbourne, AU
    It is based on everything you know about the QFFF program, including the announced changes.

    how likely would you be to recommend the program to a friend (etc)... future tense.

    Picture this for my situation during a conversation....

    you could join qantas but:


    • they'll slug you a massive joining fee
    • you'll not earn many points on a lot of fares
    • redemption possibilities for premium travel are few and far between
    • economy tickets are plentiful, but you might pay up to half of the cost of a normal ticket just in Qantas charges, before tax is levied
    • you could redeem awards to travel around asia, except you could be slugged for assistance fees if you try to book from Thailand, or China
    • in addition to the reduced earning, the award prices are probably the highest in the industry
    • international upgrades are based on status, so while you work your way up to a higher level, you'll almost always be last even if you book a year in advance
    • the terms and conditions were recently amended to only give you three months notice if qantas wants to change anything, so be on the ball. Constantly.
    • the award booking tool is difficult to use.
     
  4. Lonely Flyer

    Lonely Flyer Member

    Jan 13, 2006
    349
    62
    Gold Coast
    #4 Lonely Flyer, May 18, 2014
    Last edited: May 18, 2014
    • they'll slug you a massive joining fee Only a Melburnian would pay this fee.
    • you'll not earn many points on a lot of fares. Melburnians are cheap!
    • redemption possibilities for premium travel are few and far between. Melburnians always are slow to get out of bed.
    • economy tickets are plentiful, but you might pay up to half of the cost of a normal ticket just in Qantas charges, before tax is levied. Only Melburnians would use points for economy ie Melburnians are cheap.
    • you could redeem awards to travel around asia, except you could be slugged for assistance fees if you try to book from Thailand, or China Solution do not attempt this.
    • in addition to the reduced earning, the award prices are probably the highest in the industry Agreed.
    • international upgrades are based on status, so while you work your way up to a higher level, you'll almost always be last even if you book a year in advance When I was Bronze i never missed out on an upgrade request. Melburnians are disorganised.
    • the terms and conditions were recently amended to only give you three months notice if qantas wants to change anything, so be on the ball. Constantly. Melburnianians are never on the ball.
    • the award booking tool is difficult to use. Yes for Melburnians


    Some "remedial work" required here.
     
  5. Colster

    Colster Member

    Jul 31, 2013
    357
    216
    Syd
    Flight Map:
    View my flight map
    Posted this on another thread, but it's relevant here as well. It appears Qantas is using Net Promoter Score (NPS) as a way of measuring customer satisfaction. If that is the case, be aware that any rankings in the neutral zone will be discarded and only rankings that are explicitly positive or negative will count.
     
    • Like Like x 4
  6. Himeno

    Himeno Established Member

    Jun 15, 2011
    3,204
    860
    I haven't gotten this. Are they being selective to who it's sent to?
     
  7. dajop

    dajop Senior Member

    Jul 1, 2002
    8,726
    1,775
    SIN
    Flight Map:
    View my flight map

    LOL, up to half? In some instances more like up to 3/4.
     
  8. MEL_Traveller

    MEL_Traveller Enthusiast

    Apr 27, 2005
    17,412
    5,275
    Melbourne, AU
    yeah... funny how Qantas refer to the non-tax extras as 'carrier charges' rather than 'Qantas charges'.
     
  9. Supersonic Swinger

    Supersonic Swinger Active Member

    Aug 15, 2006
    712
    265
    #9 Supersonic Swinger, May 18, 2014
    Last edited: May 18, 2014
    Then mine will count :) Although I expect that any changes which result from the feedback will be 'simpler and fairer'...

    You can add to this list:

    - they only half reward you for flying on partner airlines, while other programs will reward you in full
    - if you want to earn points through credit card spend, you basically have to be locked into a direct earn credit card, unlike other programs which allow you to warehouse elsewhere and transfer in if and when required
    - a reward flight SYD-MEL-LAX-JFK will price out online at Business Class rates when only SYD-MEL is actually in J
    - given it's the most profitable part of Qantas, you may want to consider why
     
    • Like Like x 1
  10. JohnK

    JohnK Veteran Member

    Mar 22, 2005
    40,439
    8,808
    BNE, SYD and CNX
    LOL. And in some instances even more.

    And I am usually one of the first to defend QFF. :(
     
  11. opusman

    opusman Senior Member

    Jun 27, 2006
    5,093
    3,201
    Melbourne
    I'd be surprised if there's anyone left who'd defend them these days.
     
  12. dajop

    dajop Senior Member

    Jul 1, 2002
    8,726
    1,775
    SIN
    Flight Map:
    View my flight map
    Even in business class it's getting out of control. The current going rate for taxes on SIN-SYD-SIN is $777SGD ($670AUD). Still sounds good compared to commercial fares, but if you take into account an alternative of buying AAdvantage miles to access the same limited availability - it's worth less than 1c per point as well.
     
  13. JohnK

    JohnK Veteran Member

    Mar 22, 2005
    40,439
    8,808
    BNE, SYD and CNX
    My goodness that is exorbitant.

    The equivalent economy airfare right now is SGD718 with a chance of an op-up. I don't want to throw away 120,000 points to sit in a better seat for a few hours.

    And taxes and surcharges on a Oneworld award are now close to AUD2,000.
     
  14. 11sjw

    11sjw Established Member

    Sep 12, 2009
    1,398
    313
    Perth
    Twitter:
    Anyone ever replied to the email with a simple "No you wouldn't." **



    ​** I realise it would be a no reply email but surely it would be the best way to vent!
     
  15. Spongbob

    Spongbob Active Member

    Sep 11, 2011
    519
    235
    A family member was sent an email today inviting them to be part of focus group about Qantas. It is to be held in the first week of June, and be about 1-2 hours (and they will be paid for there troubles). Does this mean QF does really care about their QFFers?
     
  16. MEL_Traveller

    MEL_Traveller Enthusiast

    Apr 27, 2005
    17,412
    5,275
    Melbourne, AU
    #16 MEL_Traveller, May 27, 2014
    Last edited: May 27, 2014
    it depends what they're looking for from the focus group!

    questions can be posed to produce any outcome you want, to support any proposition you want.


    • take the cafe breakfasts:

    Ask a group of frequent flyers 'would you like a delicious cafe style breakfast, served as late as possible, to maximise your sleeping time?' and you'll probably get a 100 per cent approval.

    Ask 'would you like to forego all hot breakfast options for a small cup of fruit just before landing?' and the answer might be different.​


    • take the recent removal of chauffeur drive:

    Ask 'do you think Qantas should focus on its core activities to keep the Spirit of Australia flying internationally?' and most would probably agree.

    Ask First class passengers 'do you want to give up your chauffeur car on arrival at LAX so Qantas can save money?' and the answer may be different.​
     
  17. mannej

    mannej Senior Member

    Mar 16, 2009
    9,471
    2,540
    Perth


    How has QF gone in improving the Cafe Breakfast offering? They have come out publicly stating that they would improve it.

     
  18. sydstar

    sydstar Member

    May 31, 2010
    186
    62
    SYD
    I recently completed a very interesting survey from QF regarding trans-tasman flights. Reading between the lines I think QF might be looking to refine the offering one-way or another. After checking who I knew flew T/T routes, a series of hypothetical product offerings for EK/QF/NZ/JQ/VA were listed, including baggage, inflight product, airport experience and price, with only one choice being able to be made. This occurred 8 times with the variables constantly changing.

    Some of the more interesting options included EK flying a narrow body with no ICE and only a small snack and no bar service (yep, that'll happen :rolleyes:), QF only offering 'basic' IFE content and tea/coffee/meal, NZ lounge access on a $100 fare, VA wide-bodies and JQ IFE-streaming on a wide-body.

    Survey then progressed to feelings on brand/reputation/service of VA/EK/QF, before asking questions about domestic-NZ flights (NZ vs JQ) and whether if QF flew NZ-dom instead of JQ would this influence decision making.

    My personal favourite was how I would feel if JQ no longer flew T/T and if this "would damage the JQ brand" :mrgreen:

    Interesting overall...
     
    • Like Like x 2
  19. kermatu

    kermatu Senior Member

    May 27, 2012
    5,234
    2,769
    Canberra
    Twitter:
    I completed this Trans Tasman one as well. Very interesting mix of scenarios, I guess designed to find out through random scenarios what you favour more (eg price, baggage policy, on board food, seat choice and comfort, or earning of SCs/points/both/neither or brand loyalty). Seemed a bit leaning towards EK as the premium service and QF/Jetstar positioning as a lower cost offering. Maybe I'm misinterpreting but a bit unsettling if that's the direction.
     
  20. sydstar

    sydstar Member

    May 31, 2010
    186
    62
    SYD
    That was how I interpreted it as well, and I guess it is mostly in response to QFs lower loadings as opposed to NZ. I presume T/T has a large price sensitive leisure market considering the frequent NZ offers for $150 off etc, but also a strong premium leisure market (ZQN) and J demand for AKL/WLG.

    I don't know how effective QF's "all the frills" campaign in NZ has been. I would't be surprised to see some form of lower-end HLO/no meal fare be introduced to boost loadings. No idea where JQ would fit in with it all though.
     
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