Question for Lesley 2014 Melbourne
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I think we all need to recognise that the QFF program is a separate business (almost) from that of the airline. Loyalty and the FFP need to be addressed separately IMHO.
As such, my question is related to this. Why are SCs tied to the FFP earn rate at all? Surely a more incentive based system for SCs would be fairer and simpler (tm). Why not give a higher number of SCs the more people fly in a tiered incentive program regardless of whether it's a redemption award or not. The more flights, the more SCs proportionally are offered. Obviouslly this would mean that everyone starts their renewal years with less SCs per flight, but as the year moves on the more flights, the higher the SCs earned per sector are on a sliding scale.
here endeth the wine induced ramble
As such, my question is related to this. Why are SCs tied to the FFP earn rate at all? Surely a more incentive based system for SCs would be fairer and simpler (tm). Why not give a higher number of SCs the more people fly in a tiered incentive program regardless of whether it's a redemption award or not. The more flights, the more SCs proportionally are offered. Obviouslly this would mean that everyone starts their renewal years with less SCs per flight, but as the year moves on the more flights, the higher the SCs earned per sector are on a sliding scale.
here endeth the wine induced ramble
AnotherFlyer
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Question:
What is the forward planning window for changes to QFF?
I ask because there is evidence that it is less than a year: at Melbourne Rockpool last year Lesley adamantly and vehemently confirmed that MASAs were NOT going to be changed, and not being considered for enhancement, "for the forseeable future".
Given how soon after that MASA's were confined to oblivion, can Lesley confirm that for QFF " the forseeable future" ( ie planning window") is less than a year?
This would of course explain a lot ("anything we say now can be disregarded 6 months from now 'cos some intern would have had another thought bubble by then that we implemented without even considering the loss of high status fliers or good will amongst lower status eg Simpler and Fairer)
What is the forward planning window for changes to QFF?
I ask because there is evidence that it is less than a year: at Melbourne Rockpool last year Lesley adamantly and vehemently confirmed that MASAs were NOT going to be changed, and not being considered for enhancement, "for the forseeable future".
Given how soon after that MASA's were confined to oblivion, can Lesley confirm that for QFF " the forseeable future" ( ie planning window") is less than a year?
This would of course explain a lot ("anything we say now can be disregarded 6 months from now 'cos some intern would have had another thought bubble by then that we implemented without even considering the loss of high status fliers or good will amongst lower status eg Simpler and Fairer)
Stoopidsteve
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The polling/discussion threads indicate that Simpler and FairerTM
a) has created confusion
b) has created distress among those being penalised for flying OW partners where QF doesn't fly
c) will result in significant numbers dropping at least one status level.
d) has resulted in significant numbers of Pax (esp v frequent and high value) looking proactively at non-QF options
Questions:
1) Can Lesley indicate how a), b), an d) could be considered a success for QFF and QF group and were they a foreseen consequence (thanks to previous poster for reminder of QFF's horizon of "foreseeable future"?)
2) Can Lesley say what their modelling indicated for numbers of status drops (poll on AFF, admittedly a skewed sample, says HALF of pax lose at least one level). I can see how this would please QFF bean counters, but at cost of a), b), and d)?
a) has created confusion
b) has created distress among those being penalised for flying OW partners where QF doesn't fly
c) will result in significant numbers dropping at least one status level.
d) has resulted in significant numbers of Pax (esp v frequent and high value) looking proactively at non-QF options
Questions:
1) Can Lesley indicate how a), b), an d) could be considered a success for QFF and QF group and were they a foreseen consequence (thanks to previous poster for reminder of QFF's horizon of "foreseeable future"?)
2) Can Lesley say what their modelling indicated for numbers of status drops (poll on AFF, admittedly a skewed sample, says HALF of pax lose at least one level). I can see how this would please QFF bean counters, but at cost of a), b), and d)?
Captain Halliday
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Ansett, thanks for taking on some questions.
1. I'm wondering with the move to revenue based SC earn (as opposed to miles) if there's any thought being given to selling SC? This seems unlikely and clearly does nothing for loyalty, but you never know what they might consider if cash flow became an issue.
2. Also unlikely, but probably still worth asking, any plans to introduce family pooling for SC?
1. I'm wondering with the move to revenue based SC earn (as opposed to miles) if there's any thought being given to selling SC? This seems unlikely and clearly does nothing for loyalty, but you never know what they might consider if cash flow became an issue.
2. Also unlikely, but probably still worth asking, any plans to introduce family pooling for SC?
AustraliaPoochie
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Tell Ms Grant we don't like the post Jul 14 changes.
And if she could, could she change it back to what it was prior to Jul 14?
Please?
Whats the protocol though, open mike or has it has to be written down, as to comments or questions.
And if she could, could she change it back to what it was prior to Jul 14?
Please?
Whats the protocol though, open mike or has it has to be written down, as to comments or questions.
AustraliaPoochie
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Giggles: @Captain Halliday, coo, buying SCs now that would be something I disagree with. Without flying? Like being able to buy FF miles, which I am not too keen on either. Buy to make up a small difference, ok, but to buy points for the sake of buying points or SCs...? No.
I want to climb the SC ladder purely by flying, and I don't want to see it that people can buy their way to top chook level, W1/WP without flying.
Would that mean a rich well to do QF FF member can buy their way up to P1/WP without flying?
Nak ahh...
I want to climb the SC ladder purely by flying, and I don't want to see it that people can buy their way to top chook level, W1/WP without flying.
Would that mean a rich well to do QF FF member can buy their way up to P1/WP without flying?
Nak ahh...
Read our AFF credit card guides and start earning more points now.
mannej
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The reference could also be referring to purchasing SC's on a Classic award for an example.
Keep in mind that VA have offered SC's for signing on with a specific credit card before.
maninblack
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Perfectly legitimate to want to climb the status ladder by paying. After all it just cuts our all the time wasted at airports and on the plane. Sounds totally sensible to me. If I was running QFF I would be considering it as easy revenue. It would be relatively simple for them to calculate a dollar value and might encourage those who pay up to actually fly Qantas (people like me who rarely do anymore) and then re-earn their status. They have to offer some incentive outside of high fares, lack of routes out of MEL, poor OW code shares and generally lacklustre service.
I agree - questions around devaluation of status credits from from other oneworld airlines - isn't this against the spirit of the oneworld alliance?
EG - MEL to DOHA in business class is under half status credits MEL to DUBAI in business class. This never used to be the case.
Also, when the status credit table was rejigged - LAX to JFK - a very popular route with Australian seems to fall just a few miles short of 150 status credits (2500 miles) in First Class - even proper Paid transcon F on AA yet for redemption purposes is in the next bracket which is 2400 miles and over. This seems unfair.
EG - MEL to DOHA in business class is under half status credits MEL to DUBAI in business class. This never used to be the case.
Also, when the status credit table was rejigged - LAX to JFK - a very popular route with Australian seems to fall just a few miles short of 150 status credits (2500 miles) in First Class - even proper Paid transcon F on AA yet for redemption purposes is in the next bracket which is 2400 miles and over. This seems unfair.
Pleb Status
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My question for QF.
Why don't JQ/3K SC count towards P1 qualification, particularly from ports where QF have abandoned their customers and JQ/3K is now their only option?
Why don't JQ/3K SC count towards P1 qualification, particularly from ports where QF have abandoned their customers and JQ/3K is now their only option?
trippin_the_rift
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A better question may be: "How is QFF addressing the significant fall off in revenue from LTG members who no longer engage with the QFF program?"
You're absolutely right with this comment, however if you read other threads not everyone is happy to ditch QF or QFF.... so maybe the changes are OK for some people?
The other non-financial measure is the I've gone from a NPS of 10/10 to 1/10 with QFF. So while I was an influencer and promoting QFF to everyone around me I'm now a detractor that pro-actively encourages people to look for alternatives... and there is no shortage of options for international travel or points earning/burning. One of the factors behind this is that crediting oneworld flights to QFF is no longer worthwhile.
In fact since the changes you will receive more value crediting a CX flight to AA with no status than to QFF as a Platinum.
JohnK
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Ansett
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HI everyone I am preparing for this evenings presentation and as such have compiled a list of 20 Questions to put to Lesley and her team as per below. I will do my best to ask and get answers to all of them.
1) What consideration id being given to LTP
2) QF has a Higher points burn rate with OW airlines than with QF yet it has slashed the earn rates when flying on OW airlines. When one is trying to redeem it seems easier all be it more expensive to do so on OW airlines versus QF why is that and how is that simpler and fairer?
3) Given QF is a founding Member of OW why do you penalise member's for flying OW especially where QF has no flights i.e. International out of Perth or Adelaide?
4) QFF is reported to be the most profitable part of QF. Where does QFF gain most of its revenue from is it from Selling points to commerce and grocers etc.
5) The simpler and fairer campaign has been shown not to be so with many FFers confused and despondent. When will it get simpler and fairer?
6) What impact is QF expecting or seeing from Status Members dropping from say WP to SG over the next 18 months now that it is harder or impossible to achieve since the changes for many people. Current pole on AFF shows around 50% of people that responded to be expecting to drop at least one level. Many are now making other choices rather than chase status with QF where as before they would try to get to that next level.
7) Given what was considered to be a relatively small uptake of MASA in the grand scheme of things why did QF remove this feature which was considered by many to be the best feature of the programme. Would it not have been better to simpley manage this via Yield management or perhaps reprice the monetary contribution.
8) The new earnings calculator is excellent when can we expect to see the same for redemptions and when will the rate be dropped in line with simpler and fairer.
9) Catering has been somewhat disappointing to say the least over the last few years especially Breakfast how is QF going to reverse this and when?
10) Based on various conversations P1 has not met the expectations of the hype for many. Other than the changes announced this week what plans does QFF have to improve this, have you or are you considering perhaps offering Confirmed Upgrades at time of booking for international or perhaps a guaranteed number of upgrades per annum?
11) Members were told that QF was reviewing the reduced S/C earn on OW flights to/from Destinations that QF does not fly to. What was the outcome of that review?
12) What plans are in place to build a J lounge in Perth and Adelaide Domestic?
13) Given SQ/VA announcement re interchange ability of points for award flights and upgrades between the two programmes when will QF FFers and EK FFers be able to this especially from say Perth and Adelaide where members do not have the ability currently to use points to upgrade internationally thus devaluing the programme in peoples eyes.
14) What is the normal Gestation period for programme enhancements, changes between review and implementation? We ask based on the assurance that MASA where here to stay then very shortly there after Bang Gone
15) Is QF considering selling S/C as an additional revenue stream either direct by way of additional cost on Classic awards as per say a JQ Bundle or perhaps indirect via Credit Card Promotions such as VA has done?
16 ) A lot of frequent flyers like the family pooling at VA what plans does QF have to add this feature to QFF programme?
17) Under simpler and fairer LAX-JFK is classed as under 2500 miles and earns yet when redeeming it is classed as 2400+ miles why is there a difference between redemption and earning mileage classifications?
18) Why does JQ/3K SC Not Count towards P1 Qualification given that they are QF group companies and often booked under QF Codeshares.
19) How does QF and QFF account for the good will / ambassadorship of High Tier Status passengers and the influence they have over non F/F choice of airlines and programmes?
20 ) Why is it that on a recent trip MEL-coughet via Singapore booked on a saver fare and a QF Codeshare no points or S/C were earned on the JQ/3K Operated sectors yet the Earn table tells us we would earn how is this simpler and fairer?
21) Why cant passengers pay all fees and taxes using points both domestically and internationally?
22) Why does QF require the recipient of a reward flight to be related to the account holder when it can not realistically monitor it, why not make it simpler and fairer and remove this requirement.
Hope the questions make sense and happy to add or modify if I have not interpreted the questions correctly.
Cheers
1) What consideration id being given to LTP
2) QF has a Higher points burn rate with OW airlines than with QF yet it has slashed the earn rates when flying on OW airlines. When one is trying to redeem it seems easier all be it more expensive to do so on OW airlines versus QF why is that and how is that simpler and fairer?
3) Given QF is a founding Member of OW why do you penalise member's for flying OW especially where QF has no flights i.e. International out of Perth or Adelaide?
4) QFF is reported to be the most profitable part of QF. Where does QFF gain most of its revenue from is it from Selling points to commerce and grocers etc.
5) The simpler and fairer campaign has been shown not to be so with many FFers confused and despondent. When will it get simpler and fairer?
6) What impact is QF expecting or seeing from Status Members dropping from say WP to SG over the next 18 months now that it is harder or impossible to achieve since the changes for many people. Current pole on AFF shows around 50% of people that responded to be expecting to drop at least one level. Many are now making other choices rather than chase status with QF where as before they would try to get to that next level.
7) Given what was considered to be a relatively small uptake of MASA in the grand scheme of things why did QF remove this feature which was considered by many to be the best feature of the programme. Would it not have been better to simpley manage this via Yield management or perhaps reprice the monetary contribution.
8) The new earnings calculator is excellent when can we expect to see the same for redemptions and when will the rate be dropped in line with simpler and fairer.
9) Catering has been somewhat disappointing to say the least over the last few years especially Breakfast how is QF going to reverse this and when?
10) Based on various conversations P1 has not met the expectations of the hype for many. Other than the changes announced this week what plans does QFF have to improve this, have you or are you considering perhaps offering Confirmed Upgrades at time of booking for international or perhaps a guaranteed number of upgrades per annum?
11) Members were told that QF was reviewing the reduced S/C earn on OW flights to/from Destinations that QF does not fly to. What was the outcome of that review?
12) What plans are in place to build a J lounge in Perth and Adelaide Domestic?
13) Given SQ/VA announcement re interchange ability of points for award flights and upgrades between the two programmes when will QF FFers and EK FFers be able to this especially from say Perth and Adelaide where members do not have the ability currently to use points to upgrade internationally thus devaluing the programme in peoples eyes.
14) What is the normal Gestation period for programme enhancements, changes between review and implementation? We ask based on the assurance that MASA where here to stay then very shortly there after Bang Gone
15) Is QF considering selling S/C as an additional revenue stream either direct by way of additional cost on Classic awards as per say a JQ Bundle or perhaps indirect via Credit Card Promotions such as VA has done?
16 ) A lot of frequent flyers like the family pooling at VA what plans does QF have to add this feature to QFF programme?
17) Under simpler and fairer LAX-JFK is classed as under 2500 miles and earns yet when redeeming it is classed as 2400+ miles why is there a difference between redemption and earning mileage classifications?
18) Why does JQ/3K SC Not Count towards P1 Qualification given that they are QF group companies and often booked under QF Codeshares.
19) How does QF and QFF account for the good will / ambassadorship of High Tier Status passengers and the influence they have over non F/F choice of airlines and programmes?
20 ) Why is it that on a recent trip MEL-coughet via Singapore booked on a saver fare and a QF Codeshare no points or S/C were earned on the JQ/3K Operated sectors yet the Earn table tells us we would earn how is this simpler and fairer?
21) Why cant passengers pay all fees and taxes using points both domestically and internationally?
22) Why does QF require the recipient of a reward flight to be related to the account holder when it can not realistically monitor it, why not make it simpler and fairer and remove this requirement.
Hope the questions make sense and happy to add or modify if I have not interpreted the questions correctly.
Cheers
Last edited:
puppysparkes
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Good list so far. Given the removal of MASA's, it would be interesting to know what the take up rate for the 'Take off with Status Credits on selected Qantas Classic Award flights' promotion, has been deemed as successful or not.
Captain Halliday
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Hi Ansett, on behalf of those who didn't get an invitation, thanks very much for taking the initiative to ask questions for us.
Mr_Orange
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I suspect you won't get direct answers to at least 50% of those questions, but an excellent set of questions nonetheless. Looking forward to hearing the spin (spun??) responses
.Thanks Ansett.
Work commitments first day back prevented my attendance in Sydney last night.
Regarding award dedemptions, three irritants are:
1. Unable to pay fees and charges using points. I have put around 10 outside of my immediate family on flights the past 12 months and will always use VA over QF for this reason. I don't want to be out of pocket or quibble over relatively small amounts. May even help claw some business back from SQ.
2. Direct sweep of CC points. Sorry but will never put all my eggs in one basket with QF getting token amounts around 5% of spend for QStore.
2. Passengers needing to be a relative which why bother when it is impossible to enforce.
Work commitments first day back prevented my attendance in Sydney last night.
Regarding award dedemptions, three irritants are:
1. Unable to pay fees and charges using points. I have put around 10 outside of my immediate family on flights the past 12 months and will always use VA over QF for this reason. I don't want to be out of pocket or quibble over relatively small amounts. May even help claw some business back from SQ.
2. Direct sweep of CC points. Sorry but will never put all my eggs in one basket with QF getting token amounts around 5% of spend for QStore.
2. Passengers needing to be a relative which why bother when it is impossible to enforce.
Anna
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Hi Ansett
Each time you mention PER, the same applies to ADL also. Can you extend the questions to ADL?
As to q7, I assume you are talking about MASAs but it isn't entirely clear.
As to q9, are you talking about Y/W/J/F, dom/int or all of them? Personally I haven't had a problem with dom J breakfasts, but dom Y and int J have definitely been below par.
My $0.02 worth
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