QF12 business class service fail?

[davidj]

Some cultures just aren't as good as customer service as others

Highly generalised example:

QFA = "She'll be right mate."
SIA - "How may I serve you today, your almightiness?"

 

[SOPOOR]

I have to say that reads like an extremely weird conversation. I always pre-order meals, and I'm pretty sure that every single time I've done so, I've been asked on board something along the lines of "I see you've ordered xx_, are you still happy with that or is there something else you'd prefer?". I also hear numerous other people having the same conversation around me on every flight.

Given the consistency of this spiel, I have to conclude this is QF's standard policy. In fact, the QF Menu Select T&Cs explicitly state that you can change your mind on board: "12. If you have pre-ordered a meal and change your mind onboard then crew will make reasonable endeavours to accommodate your change, however they may not be able to fulfil your request to provide an alternative full meal." Menu Select terms and conditions | Qantas AU

Of course there will be occasions when staff fail to stick to the script, but it seems truly extraordinary that anyone (in particular a CSM) would react like this when someone changes their mind - especially after a 6 hour delay. It's not like it puts them out if they don't have to serve you a full meal - as stated in the T&Cs they can't guarantee that suitable alternative choices will be available, but clearly it's not difficult to just cancel your order.

I'm also particularly confused by this bit:



So he offered you a shiraz, you politely accepted, and then he just aggressively had a go at you for no reason at all? Did he go round the plane having a go at everyone else, or was it just you? I can honestly say I have never experienced or witnessed anything like this on any flight I've been on, and while QF have their shortcomings, this is most definitely not representative of typical QF service.
​

Ive spent the majority of my working life in the customer /service industry, and I'd like to think I'm very good at it. Not one complaint against me personally (and hopefully it won't change)

But there are some things and ways you should never say to a customer, no matter how rude they may be
It sounds like n860cr wasn't even rude as well.

The number of times I've been a customer, been completely polite and suddenly get spoken to so rudely is endless

 

[Melburnian1]

Wow, I would have been guaranteed to be arrested after punching the rep.

What nationality was he/she?

Some cultures just aren't as good as customer service as others

There are exceptions, but overall, Caucasian Australians (of which I am one) have a lot to learn from many Asians (Japanese, Filipinos, Koreans and others) in how to please passengers on not just airlines but other modes of transport.

This is why for many self-funded passengers, QF is a last choice for international flights. And yet it charges a premium compared to most competitors!

 

[Mikana]

Yes. Absolutely. Over the last 40 years of flying, I’ve witnessed some extraordinarily boorish, abusive, and snotty behavior from premium cabin pax. How cabin crew deal with it day in and day our is beyond me. Even when I’m royally pissed off by some lapse in service or some company snafu, I work very hard to be respectful and courteous, not because I’m afraid of being deplaned or turned over to Border Protection etc but because I’m afraid of treating others as somehow less than myself.

Ive spent the majority of my working life in the customer /service industry, and I'd like to think I'm very good at it. Not one complaint against me personally (and hopefully it won't change)

But there are some things and ways you should never say to a customer, no matter how rude they may be
It sounds like n860cr wasn't even rude as well.

The number of times I've been a customer, been completely polite and suddenly get spoken to so rudely is endless

 

[SOPOOR]

Yes. Absolutely. Over the last 40 years of flying, I’ve witnessed some extraordinarily boorish, abusive, and snotty behavior from premium cabin pax. How cabin crew deal with it day in and day our is beyond me. Even when I’m royally pissed off by some lapse in service or some company snafu, I work very hard to be respectful and courteous, not because I’m afraid of being deplaned or turned over to Border Protection etc but because I’m afraid of treating others as somehow less than myself.

I've watched a few of those videos not limited to airline staff when dealing with rude customers, but a lot of the time, I do feel that the staff can be a bit condescending and disrespectful which further antagonises the customer.

 

[SOPOOR]

There are exceptions, but overall, Caucasian Australians (of which I am one) have a lot to learn from many Asians (Japanese, Filipinos, Koreans and others) in how to please passengers on not just airlines but other modes of transport.

This is why for many self-funded passengers, QF is a last choice for international flights. And yet it charges a premium compared to most competitors!

I have a differnt take on that.

Caucasians in General seem to be more relaxed in life. So this reflects I their customer service. They have a very cool hospitable approach

With Asians I find that generally they're not as good at it. But at higher service levels they are super delicate, polite, respectful and awesome.

Go to a cheap Cafe run by Caucasians in my country and the service is usually casual and friendly

Go to a cheap asian restaurant and the service Id a hit and miss whilst the miss is baddddddd!

 

[Brissy1]

I think I know that CSM! Was on a jetstar SY_AD flight earlier this year and, different situation clearly, but same attitude. (Submitted written complaint, form letter reply). No class discrimination, thanks Mr. Joyce.

 

[David David]

Last month did return SYD-BKK J on QF. agree with other comments, it is inconsistent. On the outbound leg there were 3 people in J class. The male steward who looked after me openly said this was his last international leg, amd was “over it” He was OK on service however little things that bug me occurred. When handing out the entry cards I asked where are the priority immigration passes. (BKK immigration can be a nightmare)
He didn’t know what I was talking about, asked a colleague and the handed them to each of the passengers.

Return flight delayed 2 hours, no big deal for me even though I was connecting to BNE. They managed the connections reasonably well, announcing the changed flights over the PA. However, asking for a drink once the lights are out always feels like an intrusion. I believe the “laid back” Australian brand f customer service is used by some staff as an invitation to be sloppy.

Few years ago was in Y on BNE-SIN. Was in the first row of economy on 330. Went to use bathroom, attendant offered me to us the J toilet ( I never do that normally because it is annoying when I do fly J and you have to queu) Anyway, when I got up there another cabin crew gave me a big serve saying I shouldn’t be there. I calmly replied OK I will go down to the back. I then got the big sigh from her , then she said I can use the J toilet.

 

[get me outta here]

I think there can be a misunderstanding between service and servitude.

 

[SOPOOR]

I think I know that CSM! Was on a jetstar SY_AD flight earlier this year and, different situation clearly, but same attitude. (Submitted written complaint, form letter reply). No class discrimination, thanks Mr. Joyce.

You have issues if you can be identified just by your service levels on an anonymous forum!

 

[mannej]

I think I know that CSM! Was on a jetstar SY_AD flight earlier this year and, different situation clearly, but same attitude. (Submitted written complaint, form letter reply). No class discrimination, thanks Mr. Joyce.

You have issues if you can be identified just by your service levels on an anonymous forum!

Highly unlikely that the CSM is the same person don’t you think?

 

[SOPOOR]

Highly unlikely that the CSM is the same person don’t you think?

Dunno. I wasn't there for either cases

 

[Brissy1]

Highly unlikely that the CSM is the same person don’t you think?

No not the same person. My poor attempt at sarcasim towards both CSMs. Hard to display a tone of voice when writing.
edit... and the Joyce reference is also supposed to be a bit of sarcasm about and the jetstar/qantas merging of corporate philosophy.

 

[AustraliaPoochie]

In the olden AN airline days, I took an SQ reward flight, ADL - SIN, and when the SQ FA came to ask what I wanted for a main lunch, she came to the level of me seated (which I didn't expect, like knelt, respectful sort of thing, it was my first Wow SQ moment), ... compared to QF J when I fly JC (Jetconnect), the FA/CSM stood (while saying my name from manifest), asking what I wanted.
EK was the best one wine wise, always coming by with the caraffe on that 4 carrier server, ... asking if I wanted more "grog".
EK crew (FA) tend to be from Thailand, or those from the EU countries region, and SQ crew, they are probably taught or ingrained to serve their flyers very well.
Probably QF and JC and JQ, bear/bare minumum will be acceptable.
SQ/EK crew will never say, your meal wasn't loaded! Am sure they wouldn't admit it, probably use another reason, but would not be as gruff as "your meal wasn't loaded!".

 

[AustraliaPoochie]

Just a poor attempt at word play Poochie, no facial hair implications.

Definition of Beard (Entry 2 of 4)

transitive verb

1: to confront and oppose with boldness, resolution, and often effrontery

Aha.

 

[GoldCanyon340]

Cannot expect too much from an airline that is run by a sociopathic dictator..

You're likening Alan Joyce to Pol Pot or Benito Mussolini because of a meal service failure?

And you've committed an act of libel by the way.

 

[blaz]

I was on a flight recently from Singapore to Melbourne in business class. My flight attendant asked me what meal was I having, and I told him I had no idea, as I didn't have a menu. He insisted that I must have a menu, but couldn't find one after searching through the appropriate storage spaces. So he gave me a menu that he had somewhere, and quickly asked me what I was having. Under pressure, I quickly chose something, but as far as I could see, there were only mains. I wrongly assumed that he would ask if I wanted something else. The meal was served ( a laksa from memory ), with a choice of bread, but that was it. I assumed that he was having a bad day, and I was tired, so I let it go. But later I went to the galley and asked if they had any food to spare, because I was still quite hungry. They were shocked, and very apologetic, and quickly sorted out some (more) food. I think I just drew the short straw with my attendant. It happens.

 

[KitKat]

I had a buddy who told me he went to the galley to ask for some water after supper service was completed (he had fallen asleep after take off and missed the service completely). This was in J and he was told I quote "WTF is wrong with the bottle next to you?", he relayed this to me as he came back to his seat. Gotta love QF as we mostly keep coming back...
Bottom line is there is cough service in all service industries..... some more than others.
However, when QF is good, they can be really good.
We live in anticipation for that and keep coming back....... like playin pokies hoping for the WIN!

 

[Chief Wiggum]

If this were me...

QF CS "I don't understand why did you order a meal then....? "

AFF'er "...ummm because a meal made perfect sense to me at the time we were scheduled to leave... 6 hours ago ?"

AFF'er "by the way.... how bout some less talk on the food and drink service and more talk about why DID we leave 6 hours late ?"

 

[AnnieK9]

Unfortunately I have experienced similar, not so much in the rudeness, but certainly the indifference of the allocated cabin staff, missing courses and poor inflight service. Equally as sadly, it is generally the non Australian crew who seem to consider passengers an inconvenience. Q is no longer my airline of choice for long haul, the loyalty is very one sided and no longer value.