QF staff trying to 'push in' service desk queue

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MaudedAnvers

Newbie
Joined
Apr 4, 2022
Posts
4
I'm curious as to whether others think this is worth a complaint to QF.

I recently travelled CDG-LHR-SIN-MEL-SYD (yes it was exhausting) with BA/QF in J on a OWE award ticket. At BA check in at CDG they were able to check my bags through but not issue any other boarding passes. They also checked by DPD.

At LHR I transferred from T5 to T3 and there was a HUGE queue at QF check in about 3.5 hours before the flight. I queued at the service desk where there were 2 groups in front of me. After 30 mins or so I was about to be called forward and a lady in a QF uniform asked to go ahead of me. At this point I was fairly annoyed at having to queue for a BP or even worse be offboarded like I was on my first leg MEL-LAX (I was seeing similar behaviour in my booking where I could no longer select my seat) and I declined to let her go first. She made a comment along the lines of the flight won't take off without the crew. This was at least 3 hours before the scheduled departure. It turns out they just wanted to see my DPD (again) and it took 2 mins. All good.

Fast forward to boarding and this lady was sitting in the seat in front of me already in her PJs but it was definitely her. She wasn't on the flight from SIN-SYD that I could tell so presumably she was deadheading to SIN.

I think it's pretty poor that she tried to push ahead when she clearly had plenty of time to make the flight and in my view mislead me to believe she was working crew on my flight. I appreciate she was probably integral to another flight out of SIN.

It's not the same thing as deadheading but when I've been on staff travel in J and F with a friend who was a senior exec at a OW airline we were not allowed to push in lines or even accept amenity kits.

Thoughts?
I fully sympathise with you and rudeness and entitlement should never be condoned esp by people wearing a uniform. Sadly if you were to lodge a formal complaint it might backfire and QF might turn on you, esp if you are a staff member yourself. Anyone travelling on award tickets either business or first are not seen or regarded by Qantas as genuine full fare paying pax, as this was shared with me by a former very senior manager at QF and hurts to admit but it is true as I have noticed myself on some award flights. Also QF has lost all motion and culture of what customer service is and should be or have you not been following the news lately? Just look at the passengers left stranded this week in Christchurch or recently in DWF and so many more other recent unfortunate episodes?!!!
 

TheInsider

Established Member
Joined
Jul 7, 2010
Posts
3,293
Anyone travelling on award tickets either business or first are not seen or regarded by Qantas as genuine full fare paying pax, as this was shared with me by a former very senior manager at QF and hurts to admit but it is true as I have noticed myself on some award flights.
What utter rubbish. Cabin crew don't have a clue if you are a points redemption ticket nor would even have access to that information, the CSM may have that info on the printed manifest but it's still in a booking class and wouldn't make any difference. They would bearly even know what the booking classes are since it's not their job to sell tickets.
The RED app the CSM uses doesn't state they are on a points ticket.
 
Last edited:

justinbrett

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Mar 6, 2006
Posts
4,952
Qantas
Platinum
Virgin
Silver
I fully sympathise with you and rudeness and entitlement should never be condoned esp by people wearing a uniform. Sadly if you were to lodge a formal complaint it might backfire and QF might turn on you, esp if you are a staff member yourself. Anyone travelling on award tickets either business or first are not seen or regarded by Qantas as genuine full fare paying pax, as this was shared with me by a former very senior manager at QF and hurts to admit but it is true as I have noticed myself on some award flights. Also QF has lost all motion and culture of what customer service is and should be or have you not been following the news lately? Just look at the passengers left stranded this week in Christchurch or recently in DWF and so many more other recent unfortunate episodes?!!!

Was there any mention of her being rude?

Nobody on here including OP has any idea of the situation that caused her to ask to go in front. And again, she asked.
 

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