The QF Response to a pretty terrible flight attendant

[straitman]

Actually, danielribo, I think it would be the reverse...there would only be a handful of captains that wouldn't care.

Absolutely.

It's not really the job of the flight crew to deal with unpleasant cabin crew. While I'm sure they probably wouldn't be too happy to hear about it, I can't see too many Captains getting involved in service related dispites between passengers and cabin crew. Should there be a safety issue, then yes they would, however otherwise I think it would take a lot to get the front end involved.

There may be the odd exception, however as a pilot for a regional carrier myself, I really can't see it happening all that often.

danielribo,

I know quite a few QF (and other airline) captains and can assure you that that they do take these things seriously and will get involved if and when necessary.

I'm not sure why you cannot see it happening all that often.

 

[N860CR]

At the end of the day, the captain is responsible for the safety of all the passengers onboard and getting the aircraft to its destination. I could well be wrong, but I really don't see the captain getting involved in a service related dispute between a passenger and the crew. Especially in these post 9/11 days (where on the USA flights, the tech crew is not even allowed out of the coughpit), I really am not sure how well requests to "take it to the captain" would go.

As I said, I could well be wrong, but I have not heard of it being done before.

I'm starting to wonder why customer care even exists given it seems the both CSM and the tech crew apparently do a better job of dealing with service issues.

 

[straitman]

At the end of the day, the captain is responsible for the safety of all the passengers onboard and getting the aircraft to its destination. I could well be wrong, but I really don't see the captain getting involved in a service related dispute between a passenger and the crew. Especially in these post 9/11 days (where on the USA flights, the tech crew is not even allowed out of the coughpit), I really am not sure how well requests to "take it to the captain" would go.

Very well, if you believe jb747 and others I have asked.

As I said, I could well be wrong, but I have not heard of it being done before.

I have heard of it and seen it. (Not in the US though)

I'm starting to wonder why customer care even exists given it seems the both CSM and the tech crew apparently do a better job of dealing with service issues.

No disagreement from anyone here I am sure.

 

[jb747]

I'm starting to wonder why customer care even exists given it seems the both CSM and the tech crew apparently do a better job of dealing with service issues.

It will always be easier to deal with something on the spot, rather than some time down the road. Firstly, because it's easy to hear both sides of the story, and secondly because simply identifying the protagonists may well be impossible if it isn't brought up at the time.

As for thinking the captains don't care, well, you may be surprised. I doubt that it would have needed to go that far if the CSM had found out though....most of them are quite good at sorting out recalcitrant crew.

 

[N860CR]

Well that's very good to know for future reference. It's not something that I practise, however I'm not responsible for as many passengers as a QF captain would be. Given the reaction of the pilots after the standing order was issued for SO's to assist in the F/J cabins during busy periods, I had assumed the QF pilots tried to distance themselves from all aspects of the cabin services.

Based on what I have learnt, if I could go back, I probably would have raised it onboard the plane. It still wouldn't be happy about it (based on my previously mentioned reasons), however given how poor customer care has been, it would probably be the better option. I'm still perplexed as to why something could be done then, but can't be done now.

because simply identifying the protagonists may well be impossible if it isn't brought up at the time

I did note said FA's full name from her ASIC, so I can't see too many issues identifying her.

 

[plegrand]

Why didn't you just approach the inflight customer service manager to let them know that this was going on? On previous QF flights I have brought this indifferent manner to the attention of the inflight customer service manager and they usually sort this behaviour out. Obtain a business card from the manager if you don't get anywhere with them.

 

[munitalP]

Why didn't you just approach the inflight customer service manager to let them know that this was going on? On previous QF flights I have brought this indifferent manner to the attention of the inflight customer service manager and they usually sort this behaviour out. Obtain a business card from the manager if you don't get anywhere with them.

I think this question has been answered 10 times over now plegrand. The CSM reference in previous posts (Customer Service Manager)

Mr!

 

[JohnK]

It will always be easier to deal with something on the spot, rather than some time down the road. Firstly, because it's easy to hear both sides of the story, and secondly because simply identifying the protagonists may well be impossible if it isn't brought up at the time.

As for thinking the captains don't care, well, you may be surprised. I doubt that it would have needed to go that far if the CSM had found out though....most of them are quite good at sorting out recalcitrant crew.

That is very reassuring. Thanks for sharing your thoughts.

 

[medhead]

It could have been Eva Longoria serving me and it still would have made no difference (or been of any interest to me). Her appearance is not a factor.

Eva Longoria - Meh! now if you were talking about Wilma Flintstone

You have gotten me curious now... If you didn't find the service mentioned bad, what would you consider bad service to be? Is a FA behaving in a polite manner considered "stellar customer service"? Would it have been more realistic to expect rude, unhelpful FA's who failed to do their job properly, and then take anything better than that as a bonus?

Well i've had fairly similar treatment on a domestic flight, but not the rude comments. Things thrown at me, gently but still thrown, lack of drinks when requested, slow meals. These are things that i can ignore, on a domestic flight down the back. But let me be clear, the rude comments are not acceptable, and the treatment, that I tolerate, should never happen on a long flight in a premium cabin.

On that, what specific differences should I have expected between having an attractive or unattractive FA?

I'm not having a go, I'm just curious as to your differing expectations based on the physical appearance of the crew.

Sorry, you completely missed the point of the question, IMO. There is no suggestion of different service depending on physical apperance. It is well known that a large number of people will be more accepting of bad treatment from people they find attractive. Of course a lot of people don't as well, case in point yourself.

Ohh and before anyone starts screaming at me for being shallow or sexist or whatever. This observation works for both genders. The other thing it is just human nature, i don't see anything to be judged in that.

 

[mannej]

Medhead, I do not think you were the first person to comment on the attractiveness of the FA in question. The first comment on page six alludes to this point.

However, I do find that you have an interesting point with how people's perception may be altered due to their first impression (looks do form a large basis of this), but the OP has been very objective in forming his opinion in the matter and has overlooked something like this.

 

[straitman]

The first comment on page six alludes to this point.

If you are going to mention page numbers you need to tell us you page settings. ie How many post per page do you use :?:

However, I do find that you have an interesting point with how people's perception may be altered due to their first impression (looks do form a large basis of this)

This is very well documented.

 

[mannej]

Sorry Bill, I think that you will find that it is comment 51 that I am referring to.

 

[Reggie]

Yeah, I buy most of my stuff in the USA, especially clothes and DVDs.

I find DVDs are cheaper in Australia than in the US. Am I looking in the wrong places?

 

[medhead]

Medhead, I do not think you were the first person to comment on the attractiveness of the FA in question. The first comment on page six alludes to this point.

However, I do find that you have an interesting point with how people's perception may be altered due to their first impression (looks do form a large basis of this), but the OP has been very objective in forming his opinion in the matter and has overlooked something like this.

I definitely wasn't the first to bring up the topic. Only going on about it, to explain why it may be a relevant question, as some posters (including the OP) haven't seen the point of the question.

Clearly it isn't relevant in the case of the OP.

 

[veventoangel]

very bad service for customer we can say isn't it

 

[blueflamenco]

You have gotten me curious now... If you didn't find the service mentioned bad, what would you consider bad service to be? Is a FA behaving in a polite manner considered "stellar customer service"? Would it have been more realistic to expect rude, unhelpful FA's who failed to do their job properly, and then take anything better than that as a bonus?

On that, what specific differences should I have expected between having an attractive or unattractive FA?

I'm not having a go, I'm just curious as to your differing expectations based on the physical appearance of the crew.

I had mentioned before that I didn't think that the service you reported here was so bad that it warrants too much thought. To me "bad service" runs on a continuum from appalling to slightly unpleasant. I wasn't saying that it wasn't bad, it's just my opinion that it wasn't so bad as to worry much about it.

The actual events that you described could be taken differently by different people. Some like yourself may think it is an example of a terrible FA. Others may not.

No, I don't believe you should go in to the situation expecting "rude, unhelpful FA's". Would this not then influence your behavior, attitude, tone, body language toward the FA's which in turn could create the very situation which you are anticipating (rude, unhelpful FA's).

What I had meant to communicate in my last post was, have a little flexibility. It seems as though you had a narrow set of expectations and beliefs regarding the type of service you would be receiving, and when the FA failed to live up to your expectations - that was it. How did you act toward the FA after the pen incident? Did your opinion about her change? Were you then expecting her to be a rude, unhelpful FA?

I wasn't implying that you should be expecting any difference in service between attractive vs unattractive FA's. I was asking for reasons along the lines of those outlined in the last two paragraphs.

I am sorry if this comes off as rude, I don't intend it to be

 

[N860CR]

Thanks for that, I do see your point. I don't however think I was unreasonable to expect the crew to be pleasant at least. While I can see your thinking that I was "expecting" said FA to be rude from that point on, the more logical explanation is that she was rude and unpleasant, as I believe the examples I've given prove.

I also don't believe anyone would consider her behaviour to be less than terrible, as the responses here have shown.

 

[blueflamenco]

Agree to disagree?

 

[straitman]

Sorry Bill, I think that you will find that it is comment 51 that I am referring to.

Ta.

My settings have 40 posts per page and so your comment made no sense to me.

 

[N860CR]

Just a quick update on this one. I had a quiet morning in Hong Kong at the end of May so I sent a follow up email asking why I hadn't heard back from anyone as promised and what was going on. Asked that I be email back as I was out of the country... Received a message on my voicemail 2 days later

Emailed back saying terribly sorry, can't answer the phone, please email me as I'd asked. Got a response from the lady I'd spoken to who said even though it was implied that it would be followed up, she didn't realise I wanted it to be and nothing has been done. Also advised she no longer worked there and (even though she felt there was nothing she could do), should I wish to discuss it further I'd need to email her former supervisor.

Did this, nothing for 2 weeks, then get a voicemail message from another person who said terribly sorry, the former supervisor will call you on Tuesday to discuss. That Tuesday came and went, and now (nearly 2 weeks later), still nothing

It seems customer care at Qantas is a total joke. They can't even manage to respond to a customer properly (this has now passed through three people - who I know of anyway) so how can we expect them to actually rectify any issues? It seems the whole department is nothing more than a show, I really doubt that any action is ever taken.