Steve Moroz - Best CSM Ever

[StatusRunner]

I did a JASA PER->BNE-->CNS-->MEL-->PER Status run that doubled as a trip to inspect my rental property in Cairns. After leaving Perth at 11.10pm in that horrible storm, I hit Cairns at 9.30am and spent a few hours doing my inspections. After that was finished, I parked up at the QC lounge in Cairns and replied to emails and return calls and chatted to some Perth Locals that were heading home. When the bar opened, I had a few scotches and finally boarded a few hours later. Enter Steve Moroz. Never met the guy before, but pretty soon, he was chatting to everyone in the J cabin on the 737. Constantly topping up your wine glass and chatting and offering nibbles before and after the meal service. He totally won me when he snuck us an extra Y icecream later in the flight. Needless to say, the wine kept flowing and he kept chatting away like he was a long lost friend. We were about to descend and he asked "if I wanted one for the road." I said "i'm going to perth you know....oh why not." What a genuine nice guy and his customer service was top notch. After exiting the plane, I headed for the Business lounge at Melbourne. Needless to say, i was a little dusty. A few nibbles there and a few scotches and i was ready for the final leg to Perth, for a few more wines and a nice dinner, but you just don't get the personalised service like you do in the smaller cabins.

My company was looking at moving to VA with their business offer, but we are staying with QF now and I must say that it was this wonderful CSM that is keeping me loyal to the Flying Kangaroo. What a genuine top bloke.

 

[Inver]

Great to hear positive feedback and a QF employee going beyond what needs to be done to offer excellent service.
I hope Red Roo sees this and passes it on to management.

 

[StatusRunner]

Yes I believe in complimenting good service on forums. Not just bagging when things don't go as they should.

 

[CaviAck]

I did a JASA PER->BNE-->CNS-->MEL-->PER Status run that doubled as a trip to inspect my rental property in Cairns. After leaving Perth at 11.10pm in that horrible storm, I hit Cairns at 9.30am and spent a few hours doing my inspections. After that was finished, I parked up at the QC lounge in Cairns and replied to emails and return calls and chatted to some Perth Locals that were heading home. When the bar opened, I had a few scotches and finally boarded a few hours later. Enter Steve Moroz. Never met the guy before, but pretty soon, he was chatting to everyone in the J cabin on the 737. Constantly topping up your wine glass and chatting and offering nibbles before and after the meal service. He totally won me when he snuck us an extra Y icecream later in the flight. Needless to say, the wine kept flowing and he kept chatting away like he was a long lost friend. We were about to descend and he asked "if I wanted one for the road." I said "i'm going to perth you know....oh why not." What a genuine nice guy and his customer service was top notch. After exiting the plane, I headed for the Business lounge at Melbourne. Needless to say, i was a little dusty. A few nibbles there and a few scotches and i was ready for the final leg to Perth, for a few more wines and a nice dinner, but you just don't get the personalised service like you do in the smaller cabins.

My company was looking at moving to VA with their business offer, but we are staying with QF now and I must say that it was this wonderful CSM that is keeping me loyal to the Flying Kangaroo. What a genuine top bloke.

This reminds me of when I was op-up'ed for SYD-CNS at the beginning of this year. The CSM was excellent, constantly checking if drinks needed topping up and handing out packets of nuts/mix when they were empty (even gave me one for the road just before meal service), went around a couple of times with the bread basket during meal service even asking if I wanted a second slice on the first trip. Didn't talk a lot but he did engage with the pax, making small talk and a few jokes here and there. I'm not sure if that's standard service from the CSM on dom J or not but that was exceptional and made the 3 hour trip very pleasant and passed much quicker than I wanted it to! It's a shame I don't remember his name, but if Red Roo is reads this, is it possible to pass on the flight details from 4 months ago and compliment the CSM?

It is indeed very refreshing to see compliments made here and not just complaints, and I enjoy reading them greatly.

As for the ice cream... they're still available? The last couple of times I've done the SYD-CNS route there was no Weiss bar in Y in either directions... They were the highlight of every trip I make between SYD and CNS but I was left very disappointed the last couple of times I flew.

 

[Anna]

Yes I believe in complimenting good service on forums. Not just bagging when things don't go as they should.

I think you should also email QF Customer Care. There's a link under Contacts on the QF website. I've always had a response when I have sent positive feedback about an individual like that, so I'm sure they do read them.

 

[markis10]

A few nibbles there and a few scotches and i was ready for the final leg to Perth, for a few more wines and a nice dinner, but you just don't get the personalised service like you do in the smaller cabins.

You can get good service on the bigger planes, Marnie and her crew on QF824/5 often proved that for me last year, they seemed to be regulars on that flight and knew it backwards.

 

[Red Roo]

I did a JASA PER->BNE-->CNS-->MEL-->PER Status run that doubled as a trip to inspect my rental property in Cairns. After leaving Perth at 11.10pm in that horrible storm, I hit Cairns at 9.30am and spent a few hours doing my inspections. After that was finished, I parked up at the QC lounge in Cairns and replied to emails and return calls and chatted to some Perth Locals that were heading home. When the bar opened, I had a few scotches and finally boarded a few hours later. Enter Steve Moroz. Never met the guy before, but pretty soon, he was chatting to everyone in the J cabin on the 737. Constantly topping up your wine glass and chatting and offering nibbles before and after the meal service. He totally won me when he snuck us an extra Y icecream later in the flight. Needless to say, the wine kept flowing and he kept chatting away like he was a long lost friend. We were about to descend and he asked "if I wanted one for the road." I said "i'm going to perth you know....oh why not." What a genuine nice guy and his customer service was top notch. After exiting the plane, I headed for the Business lounge at Melbourne. Needless to say, i was a little dusty. A few nibbles there and a few scotches and i was ready for the final leg to Perth, for a few more wines and a nice dinner, but you just don't get the personalised service like you do in the smaller cabins.

My company was looking at moving to VA with their business offer, but we are staying with QF now and I must say that it was this wonderful CSM that is keeping me loyal to the Flying Kangaroo. What a genuine top bloke.

Thank you for your kind and encouraging words about Steve, and also for sharing this experience. I will ensure that your comments are passed onto Steve's manager as reference.

This reminds me of when I was op-up'ed for SYD-CNS at the beginning of this year. The CSM was excellent, constantly checking if drinks needed topping up and handing out packets of nuts/mix when they were empty (even gave me one for the road just before meal service), went around a couple of times with the bread basket during meal service even asking if I wanted a second slice on the first trip. Didn't talk a lot but he did engage with the pax, making small talk and a few jokes here and there. I'm not sure if that's standard service from the CSM on dom J or not but that was exceptional and made the 3 hour trip very pleasant and passed much quicker than I wanted it to! It's a shame I don't remember his name, but if Red Roo is reads this, is it possible to pass on the flight details from 4 months ago and compliment the CSM?

I'd love to pass this on to the relevant manager too. If you can't remember the name, I can look it up with a date or flight number.

You can get good service on the bigger planes, Marnie and her crew on QF824/5 often proved that for me last year, they seemed to be regulars on that flight and knew it backwards.

Glad to hear this. I know Marnie will be pleased that you're happy with her service. I'll pass on your comments to her team and their managers too.

 

[StatusRunner]

Cheers red Roo. Flying business to me isn't just about leg room and better food, it's the entire experience. Make me feel a million $ and I will spend with the airline that does it.

 

[Red Roo]

Cheers red Roo. Flying business to me isn't just about leg room and better food, it's the entire experience. Make me feel a million $ and I will spend with the airline that does it.

Agreed that the overall experience is important, as it should be in all cabins. Feedback such as yours is important to share with individuals, but also a great example to the wider team.

 

[willjd]

Continuing the positive theme, the (now) Mrs and i got engaged on QF10 (left LHR on 19th August 2011 / SIN on 20th August), we were travelling in Business class after saving our points and luckily had the back row of seats upstairs on right hand side and pretty much had that section to ourselves. Got down on bended knee and thankfully all went well! Anyways the Cabin crew there were fantastic to us and gave us a glass of champagne straight away to celebrate (and even one to take home). When we landed in Melbourne the captain even made an announcement about - which made it even more special. The bottle of champagne we were given we saved until the night before our wedding and shared with our folks. We are off on our honeymoon on 3rd July but unfortunatly back in economy this time, but back on QF9 to UK and Italy.
I wish i could have remembered peoples names to send a letter but was caught up in a whirlwind of emotion at that time.
Qantas does get a bashing but for me in that moment they made the world of difference (plus all my UK family flew over of Qantas too) so they always have a place in our hearts and memories.

 

[Edge]

I'm happy to throw in another pat on the back. QF476 PER-MEL last Wednesday 8th of May. Just travelling in economy which is always the case for me. The whole crew was sensational - obviously experienced and you could tell they genuinely enjoyed doing their job.

 

[Red Roo]

Continuing the positive theme, the (now) Mrs and i got engaged on QF10 (left LHR on 19th August 2011 / SIN on 20th August), we were travelling in Business class after saving our points and luckily had the back row of seats upstairs on right hand side and pretty much had that section to ourselves. Got down on bended knee and thankfully all went well! Anyways the Cabin crew there were fantastic to us and gave us a glass of champagne straight away to celebrate (and even one to take home). When we landed in Melbourne the captain even made an announcement about - which made it even more special. The bottle of champagne we were given we saved until the night before our wedding and shared with our folks. We are off on our honeymoon on 3rd July but unfortunatly back in economy this time, but back on QF9 to UK and Italy.
I wish i could have remembered peoples names to send a letter but was caught up in a whirlwind of emotion at that time.
Qantas does get a bashing but for me in that moment they made the world of difference (plus all my UK family flew over of Qantas too) so they always have a place in our hearts and memories.

What a lovely story! Thank you for sharing these special memories with us. I can fully appreciate that the excitement of the moment and subsequent wedding planning meant that you didn't get a chance to pass on your feedback earlier, however I'll do my best to track down the crew on board QF10 ex LON on 19AUG11, and QF10 ex SIN on 20AUG11. Wishing you all the best for your honeymoon, and please pass on my regards to your family and lucky bride.

 

[willjd]

What a lovely story! Thank you for sharing these special memories with us. I can fully appreciate that the excitement of the moment and subsequent wedding planning meant that you didn't get a chance to pass on your feedback earlier, however I'll do my best to track down the crew on board QF10 ex LON on 19AUG11, and QF10 ex SIN on 20AUG11. Wishing you all the best for your honeymoon, and please pass on my regards to your family and lucky bride.

Thanks Red Roo. Was the crew on QF9 from Singapore on 20th August Fantastic memories

 

[Shelf]

I'm an infrequent traveller at the front of the bus and IIRC I had Steve as the CSM on a J seat for ADL-MEL during March.

I echo the OPs comments about the excellent service from him.

 

[StatusRunner]

I flew Cairns MEL today again and got the same awesome treatment. No Steve this time. A South African guy so I asked for a glass of Amarula. He said "I wish". Excellent service again. Red wine glass was never empty. Must be a combination of acceptable drinking time, small 737 and good CSM's

 

[Red Roo]

I flew Cairns MEL today again and got the same awesome treatment. No Steve this time. A South African guy so I asked for a glass of Amarula. He said "I wish". Excellent service again. Red wine glass was never empty. Must be a combination of acceptable drinking time, small 737 and good CSM's

Cheers! I'll share this with the team.