Red Roo gone?

[kevrosmith]

Defin[a]itely a shame to hear that RR has become Triple R.. Redundant Red Roo . I can only re-iterate my thanks again for the help that RR has provided to me personally in the last few years. I hope that RR easily falls on her feet very quickly... an asset to any company for sure.

 

[BAM1748]

I see it differently, while red roo wiped up spilt milk here and there when the real chips were down red roo could do nothing except tow the company line (as you would expect), how soon we forget the downgrade fiasco and red roo just sending out the company line like any other customer service employee.

I don't see the loss myself as more than a storm in a tea cup. Storm is over and I admit I didn't even notice until this thread.

Matt
PS, losing a job is no good, but it happens to many.

 

[Princess Fiona]

Sums it up really

 

[mannej]

I see it differently, while red roo wiped up spilt milk here and there when the real chips were down red roo could do nothing except tow the company line (as you would expect), how soon we forget the downgrade fiasco and red roo just sending out the company line like any other customer service employee.

I don't see the loss myself as more than a storm in a tea cup. Storm is over and I admit I didn't even notice until this thread.

Matt
PS, losing a job is no good, but it happens to many.

Why am I not surprised at this response? How easy is it to forget that whilst the thread referenced was very large, Red Roo was first to respond, and stuck around that thread even with the mob mentality of members at the time. I honestly am surprised that Red Roo wasn't pulled after that thread alone.

Whilst Red Roo has had the critics on here, it is a pity to hear the news tonight. Redundancies are never nice and this is no exception.

 

[JohnK]

Very disappointing.

That's a shame for the Red Roo's. And explains lack of response recently.

I hadn't noticed Red Roo was gone but this has been the trend from Qantas senior management the past few months.

It would appear Qantas management are downsizing all guest relation departments from customer service to social media teams.

 

[Flying Fox]

So sad. I have met Red Roo too and it was an absolute pleasure. She will be missed.

QF profits up significantly; Red Roo shown the door ???

Such a shame.

 

[BAM1748]

Very disappointing.


I hadn't noticed Red Roo was gone but this has been the trend from Qantas senior management the past few months.

It would appear Qantas management are downsizing all guest relation departments from customer service to social media teams.

There is no easy way to say some stuff, so I'll just say; I'd say during the rough and tumble of the previous 3 to 4 years, big losses, grounded, more losses before profits that the damage control PR department had created an empire of their own out of a "we need to improve our public look" and now it's been corrected after growing too large.

Nothing more than why do we have all these people and what do they all do question.

All QF staff need to be PR and sales people and there has been internal QF talk of that (helping all staff including back office be a salesman) for 18 months, so nothing unpredictable if you can read the signs.

Matt

 

[kevrosmith]

Entirely disagree with some generally bland sentiments expressed here... through posts here and PM's to RR, I've had direct contact with QFF on issues which have subsequently been resolved to a high level of satisfaction... in a very timely manner. Without the attention on this forum, I would not hope for such a response.

In contrast, a recent contact to Qantas without RR's intervention took over 6 weeks for resolution, though I'm happy to report it was a positive outcome still... just not in a fashionable timeframe.

 

[straitman]

In the age when anyone with a social media account can become an instant spokesperson for the airline, it is difficult to believe that the management would leave these fronts exposed. Marketing 101 - perceptions matter. Most airlines are still in the dark ages when it comes to managing perceptions and building loyalty through social media, as many executives are still not quite sure what this social media beast is really about. I'd be really surprised (and disappointed) if Qantas took a step in the wrong direction...

Go back several years and VA had it all over QF with their media engagement then they lost the plot with it and IMHO a lot of people (read customer) type engagement.

It appears that QF are now going down the same road. Maybe it's time I started to drive or cruise everywhere again. :shock:

 

[turtlemichael]

Go back several years and VA had it all over QF with their media engagement then they lost the plot with it and IMHO a lot of people (read customer) type engagement.

It appears that QF are now going down the same road. Maybe it's time I started to drive or cruise everywhere again. :shock:

I know you are a bit "tongue-in-cheek' but as a cruiser I suggest you read the cruise fora. The decline of customer service/support is the same refrain in the cruise industry.

 

[CaptJCool]

For the premium prices people pay for Qantas fares, they expect the brand value to provide exemplary service and quality.

RR was a valuable direct service to generate a stronger level of loyalty with AFF as a lobby group devoted to the joy of flying.

Decisions like this are false economy especially when Aussies are price gouged by this lot (and yes it's because they're our national carrier yaddie ya and all that and because of our on by worldwide levels high income households.)

so 2016 turned out to be the year of QF ENHANCEMENTS - profit, profit and profit

 

[timster]

Perhaps they should come back in a personal capacity as "Redundant Roo"

I have always thought that this forum needs a QF insider. Kind of like "Deep throat". Of course we may already have one - I just don't know it.

Assuming RR was shafted, maybe that's some motivation to spill some corporate beans, anonymously of course. "Confessions of a Qantas Flight Attendant" is a fun if somewhat trivial read about what goes on inside the company, from an aggrieved and poorly treated ex-cabin crew, but we don't hear much from inside Qantas corporate.

 

[dajop]

RR was a valuable direct service to generate a stronger level of loyalty with AFF as a lobby group devoted to the joy of flying.

I am not sure about that conclusion. I think it was nice to have involvement of RR, but after many years on AFF, with respect to QF, I have concluded that:
- There are loyal group of followers of QF, that irrespective of what they do, will be loyal to QF
- There are a much small group who want little to do with QF
- Big operational & FF program decisions (like Simpler and Fairer, loss of anytime access, fuel surcharges, exit of PER & ADL, EK deal) have a far greater impact on loyalty with the AFF audience, than anything RR could say or do about the much smaller issues (we are an informed lot after all).

Maybe QF have reached the same conclusion, and decided the value is simply not there for engaging with AFF.

Even with broader social media, maybe complaints on FB and Twitter are not as damaging as they used to be - many times they are merely seen as people having a whinge, (have seen many comments on AFF to that effect when the occasional FB or twitter complaint is brought to the attention of this group), or even worse gold digging.

 

[amaroo]

I am not sure about that conclusion. I think it was nice to have involvement of RR, but after many years on AFF, with respect to QF, I have concluded that:
- There are loyal group of followers of QF, that irrespective of what they do, will be loyal to QF
- There are a much small group who want little to do with QF
- Big operational & FF program decisions (like Simpler and Fairer, loss of anytime access, fuel surcharges, exit of PER & ADL, EK deal) have a far greater impact on loyalty with the AFF audience, than anything RR could say or do about the much smaller issues (we are an informed lot after all).

Maybe QF have reached the same conclusion, and decided the value is simply not there for engaging with AFF.

Even with broader social media, maybe complaints on FB and Twitter are not as damaging as they used to be - many times they are merely seen as people having a whinge, (have seen many comments on AFF to that effect when the occasional FB or twitter complaint is brought to the attention of this group), or even worse gold digging.

+ 1

........

 

[medhead]

On a personal level I'm very sad that the most recent incumbent as Red Roo has gone. I really wish them all the best. As well as thanks for all the help over the years. (hopefully they stick around here, but then again this is work for them not pleasure)

But I'm sure Red Roo isn't gone. Even if the high up management steps in to the breech. As for not reading here, having been semi-castigated by senior QF types be under no disillusion that the walls have ears.

 

[BD1959]

Evidently, the "Red Roo" AFF account will continue to be monitored by others in the Qantas social media team. So all is not lost!

Obviously not very well.

I PM'd RR over a distressing post here and suggested they intervene ... silence. The real Red Roo would have been on it like a shot.

Regards,

BD

 

[jono88888]

Firstly, all the best RR. Good luck.

I've only looked at QF on Twitter once, which was about a year ago when I was stuck on the tarmac in MEL for an hour. Although there wasn't much info about that particular delay there were plenty of other tweets and I was amazed at nearly all the QF replies. I'm assuming they were written by a person but most had the look and feel of being auto generated - and from very low quality software.

With RR at least you knew you were dealing with a real person who would look at any issue/question on its merits.

 

[TheInsider]

I have a feeling a lot of their social media functions are now done by the contact centre in Auckland, this is maybe why they have changed plays with RedRoo.

 

[dfcatch]

I think I heard a rumour that the social media team has been downsized

Enhanced is the correct term

 

[TonyHancock]

Red Roo started 2016 on a mission to reclaim the word enhancement back for Qantas. Sadly it appears that Qantas management is not on the same message and has stuck to the definition as we know it.

I have always maintained that being an airline rep here and on social media is a thankless task, but one carried out with good grace and humour by Red Roo. All very sad.