Qn for 737 regarding Staff Feedback

[mannej]

This thread is mainly for 737, and is more curiosity than anything else.

During a fairly standard QF domestic run a few months, one of the FA's was exceptional (amongst the best on QF domestic that I have seen). She was fantastic and nothing was too hard for her.

I provided the feedback to Qantas and received the standard template response. However a couple of days later, I received a email thanking me for my time to respond, and that the FA in question had been nominated for a Qantas eXcel Service Award.

My question is are these awards held in high esteem, or is it just part of the PR chain? I am curious to find out, as I do hope the "award" is genuine.

 

[bam71]

The awards are genuine and are held in high regard - I won one two years ago!! J class for myself and partner BNESYD return, Q club access ( which as staff we cant get usually), taxi vouchers to hotel, coughtain party, we were then transfered to the terminal looking over the opera house where we had the australian childrens chior performing, video of thanks for doing a good job from aussie celebs, then Human Nature came on the did a private concert for us.

When we got back to our rooms there were gifts that had been delivered to each of us.

Its pretty special and to be nominated is one thing but to win in your cat is another all together.

As I said its held in high regard and the selection process is quite vigourous.

 

[milehighclub]

Congratulations bam71 on your excel award.

To clarify to other members there are two excel award presentations. One is a badge and usually some sort of voucher presented several times a year in the office of which ever department the staff member works in.

Then once a year there is the big annual excel award winners - those that have really done something "exceptional". They get the treatment as mentioned by bam71. A few years ago Qantas hired a Royal Caribbean ship (but due to fuel costs it didn't leave the dock as originally planned)

Either way a nomination is always nice, even if you don't end up getting either award - to me it's nice to know that someone has taken the time to acknowledge me - and I'm sure the crew member will have a better day for getting your letter.

 

[nlagalle]

Either way a nomination is always nice, even if you don't end up getting either award - to me it's nice to know that someone has taken the time to acknowledge me - and I'm sure the crew member will have a better day for getting your letter.

So they do pass the feedback down? I hope they do. I have given feedback for staff before when they have done an exceptional job, so i am glad it makes it to them.

Last one I did I received a phone call from QF following up on the feedback and telling me that the staff member would be informed.

 

[rwatts]

Last one I did I received a phone call from QF following up on the feedback and telling me that the staff member would be informed.

Ditto. The phone call I received seemed genuinely thankful for my (+ve) feedback and assured me it would be passed back to the staff concerned. I was skeptical but would be really pleased if it did happen.

Richard.

 

[drewbles]

I had a truly sensational QF staff member in the QP SYD Int last year. She had the eXcel stick pin on which I noticed after all the help she'd provided me travelling companion and I.

I sent a note to QF asking to pass on my thanks and extend my gratitude for extending me assistance that was well above and beyond what was expected.

A few days later I got an email back from QF (I was only SG at the time) saying...

Thank you very much for contacting us with your positive comments. We are always thrilled when we get feedback like this.

Our industry is all about the service customers receive and so when we get praise it genuinely makes it all worthwhile. I’ll make sure I pass on your email to our Qantas Club Management. I’m sure they will be really pleased to read what you have to say.

Thank you for taking the time to contact us.

Was nice to have something that wasn't entirely cut'n'paste.

If anyone is interested, there was an incident with a glass of carbonated alcohol based white wine derived liquid having ingress to a portable electronic computing device The lady in question managed to find someone to bring me a mini-screwdriver kit, and have a CSR stand with us whilst we did the necessary repair (due to screwdrivers being a restricted item obviously). All within around 5 minutes of asking for some help.

 

[Postcode]

What happens when there is a complaint to customer feedback about a staffmember?

I made one recently and have heard nothing back except for an automated response thanking me for my feedback.

And I'm still unhappy.

 

[Flashback]

What happens when there is a complaint to customer feedback about a staffmember?

I made one recently and have heard nothing back except for an automated response thanking me for my feedback.

And I'm still unhappy.

The automated response should have said something like it may take up to 30 days for someone to look at it more closely.

 

[Postcode]

The automated response should have said something like it may take up to 30 days for someone to look at it more closely.

Thanks for the quick reply. The email I received says The Premium Team will respond shortly. I have time.

 

[Flashback]

Thanks for the quick reply. The email I received says The Premium Team will respond shortly. I have time.

I hope the issue gets resolved to your satisfaction! Be sure to let us know how you get along.

 

[BVT]

I hope the issue gets resolved to your satisfaction! Be sure to let us know how you get along.

Like many others I send both +ve and -ve feedback. Thankfully more +ve these days.

I always get a telephone call from someone in customer care, I think. Recently I also recieved two gift baskets (separate issues) and travel vouchers. All this was before I started accruing some serious mileage - again!

Like much of the QF experience, I suspect it depends very much on who you get on the day.

 

[mannej]

I would imagine that it is much easier to deal with the positive feedback, as there isn't a need to ascertain more information to be able to deal with the issues. Unfortunately, Qantas do not always deal with perceived complaints in the best manner.

On a lighter note it is good to hear that the FA (and other FA's nominated) do get recognition for going above and beyond their call of duty.

 

[milehighclub]

I have received compliment letters and in my experience we get a letter from a manager thanking us for our work and then a copy of the letter, e-mail, fax etc from the passenger.

Thankfully I have not had to deal with a complaint, but imagine you would probably get a phone call from your manager to please explain.

Excel awards can be nominated by fellow staff but there is also the Qantas Frequent Flyer People's Choice Award.

I encourage you to nominate any Qantas employee, from ground staff to cabin crew if they have really done something above and beyond. You can read more about the award and nominate here

Frequent Flyer - About the Program - People's Choice Award