The QF Response to a pretty terrible flight attendant

[djfuzz]

Agreed, one thing to be insulted by someone, its another to sit there and take it.

Hmm, have to agree with what danielribo did on this one - as a passenger, being on an aircraft in mid-flight is the last place in the world I'd want to escalate a customer service issue unless it was seriously objectionable (and even then, with a fair degree of caution).

As many would point out, you are entirely at the mercy of the crew during the flight, and quite frankly until you've safely deplaned at the other end, I can't see how the benefit of starting the grievance process on board would outweigh the risk of an escalating confrontation with the crew, which ultimately could lead to action being taken by the captain (see the AA orange juice incident - OJgate: Asking For Orange Juice On AA May Violate Federal Law / AA Investigating FA - FlyerTalk Forums). Indeed, it may be better to try to initiate the process in an unobtrusive manner once you have landed, but again there are circumstances in which this may be either difficult or not practically possible.

So at the end of the day, the feedback / customer service process is probably the most appropriate way for customers to deal with such grievances, and if it's not particularly effective then it's hardly the customer's fault for trying to do the right thing. Regardless of who the airline trusts, it's in their interests to take on board the feedback and do what they can to try to appease the customer (with at least a degree of sincere contrition, as opposed to self-congratulatory assumptions of the customer's restored faith).

As for the crew members alleged to have treated them badly, a minor isolated incident may be dealt with softly; but for anything serious or established by a consistent pattern of behaviour across a number of complaints, it's in the airline's interest to take a harder look at what is happening.

 

[Paddy55]

When the head of JetStar becomes the head of Qantas expect changes.

Many aspects of the culture are set from the top

Paddy

 

[JohnK]

Did you go and talk with the CSM? If you didn't, why not?

Wouldn't want to compromise a flight being totally ruined by complaining on the spot. So in my opinion sometimes it is best to let customer service take care of the feedback/complaint. Unfortunately in this case customer service has failed to rectify the incident.

I pointed out that I had used the suite many times before and was gracious of the service (in my most flattering manor) - her response was it was QF's good nature that they had allowed me to do this - I looked at her for exactly 5 seconds and responded it was my good nature to fly QF and not another carrier - she didn't utter another word! A win for the pleb!

Classic!

 

[11sjw]

Did you go and talk with the CSM? If you didn't, why not?

The service you say you received is disgraceful and should have been sorted out on the spot. Qantas have an incident report system in place on-board, if you had of spoken to the CSM at the time, an incident report would have been filled out and the reaction from Qantas would have been mind blowing...

Regardless of premium cabin or not, shirty FA's (usually due to lack of sleep the night before I read somewhere :shock have no place on an airline - -period!

On that note, I dropped Mrs! (PG) at MEL yesterday for a J flight to AKL. My usual MO when dropping family off on QF flights is to use the 1st class suite - easy parking and quick. The check in girl - although the suite was empty decided to address me in a very demeaning manor regarding the suite is only available for use when I am personally flying. I pointed out that I had used the suite many times before and was gracious of the service (in my most flattering manor) - her response was it was QF's good nature that they had allowed me to do this - I looked at her for exactly 5 seconds and responded it was my good nature to fly QF and not another carrier - she didn't utter another word! A win for the pleb!

Mr!

First port of call ask the CSM for a customer feedback form. If you really have the stinks on ask the FA in question to get you the form. No better way to stick the wind straight back up them (WARNING: it may result in you wearing some red a little later! )

 

[munitalP]

Wouldn't want to compromise a flight being totally ruined by complaining on the spot. So in my opinion sometimes it is best to let customer service take care of the feedback/complaint. Unfortunately in this case customer service has failed to rectify the incident.

I agree somewhat, however, disagree more. The OP has had service that is not fitting of the airline. Lets face it, typically QF provides a better than good (not excellent) service across the aircraft, so regardless of the J cabin FA's bad day, he deserved (and his wife) more. Also, rest assured, if the OP had "the treatment", so did others, and I believe that sorting issues out on the spot is the only way to solve a problem (if you need it solving).

Maybe the CSM would have placed the FA on "dark duties" and bought a "dark duty" FA from the sleeper to finish the service - who knows, but at least the satisfaction of knowing that the problem had (instigated) a solution, well, its better than being intimidated by a FA for the rest of the flight IMHO.

As for the red wine - I really don't believe that would happen... up until that point, it is a warning and counselling for the FA, after a red wine incident - summary dismissal...

My 10c worth...


Mr!

 

[Aussie_flyer]

throwing in my 2 cents, I believe it is definitely worth mentioning on board at the time to the CSM. Really appalling behaviour you have reported here, this cabin crew member needs to leave! Why work a job when you find it so incredibly awful that you have to treat people this way.

 

[Warks]

I guess the other question to ask is "were others treated in the same way?" You'd think they would have been but maybe no one complained so you are seen as Mr Whinger. "Well we haven't had complaints from anyone else so we're sorry you feel that way but our crews are highly trained and blah blah blah"

I can understand not wanting to stir the pot while at QF's pleasure. Could probably have complained once you got off but I know I only ever want to get to my hotel or home at that stage.

 

[blueflamenco]

I don't mean to stir trouble but I don't see why there is such a kerfuffle. She snapped over a pen, gave you the wrong size pj's and drinks were sparse.. All things that could have been rectified if you spoke with her or another FA?

Perhaps she was having a bad day? Yes, she shouldn't take it out on you. But we are only human.

If you really think you are being treated appallingly in the future take your camera on board and youtube it. That's sure to get Qantas's attention.

 

[blueflamenco]

I guess the other question to ask is "were others treated in the same way?" You'd think they would have been but maybe no one complained so you are seen as Mr Whinger. "Well we haven't had complaints from anyone else so we're sorry you feel that way but our crews are highly trained and blah blah blah"

I wondered about this too. How were the others treated? If it was everyone then it's fair to say she had a problem that day that prevented her from being great at her job. If it was just you that got the brunt of it... What did you do?!

 

[N860CR]

I didn't mention it to the CSM simply due to the fact that it would have consumed the rest of the flight. My opinion may be wrong, however I really don't think the CSM wants to have to worry about dealing with a difficult crew member in the middle of the night. That's why I assumed Qantas have a customer care department for. I wasn't aware that QF have inflight feedback forms, so in future I would probably change this approach.

Her attitude was poor to all of the passengers in the cabin. I noted that the lady infront of me was far from impressed as well, however I dare say 90% of people wouldn't bother following it up with customer care (after this experience, I won't bother again).

I don't mean to stir trouble but I don't see why there is such a kerfuffle. She snapped over a pen, gave you the wrong size pj's and drinks were sparse.. All things that could have been rectified if you spoke with her or another FA?

I don't really believe that stopping her and saying "look, will you go take 5 and improve your attitude" would have helped the situation at all. People who behave like this often do so in order to get a reaction from people, I dare say it would be feeding the fire. Regardless, I fail to see how it's my job to do so. We're not talking about K-Mart here, we're talking Qantas Intl Business.

Perhaps she was having a bad day? Yes, she shouldn't take it out on you. But we are only human.

If someone is not capeable of performing on both their good and bad days, then they don't belong in a job like this.

 

[medhead]

I think that if she asked me how i got thought immigration, i might have been tempted to say something like "without a pen"

Must say on my cheap tickets that is the sort of treatment that i ignore, so i can understand not raising the matter with the CSM. But then you were in a premium seat....

 

[N860CR]

My witty comebacks are usually quite good, however I was caught well off guard!

Of course, looking back, HK exit card are carbon copied from your inbound card...

 

[Keith009]

Eww! How disappointing that you did not receive more than the standard canned response. I would attempt to escalate just based on that letter.

 

[medhead]

My witty comebacks are usually quite good, however I was caught well off guard!

I'm usually very slow with the comment backs. but SWMBO has trained me well. I once saw her and her 2 friends make a old miner walk out of a bar crying, after insulting one of them, by the use of just one comment each.

 

[cmon0005]

Regardless of whether you are on a Sale fare in Y or full fare J class, you should get at very least curtious treatment.. After all you're paying their wages in the end.

 

[Aussie_flyer]

I think the CSM would have appreciated the feedback, a good CSM would want to ensure all passengers, particularly up the front, have had a good experience on a flight they were in charge of. That is partly what they are there for.

 

[Durin's Bane]

Sorry to hear you had such an experience. But I'll be blunt, things won't *ever* change at Qantas for two major reasons:

- General monopoly in the Australian market, including the lucrative mining flights in WA
- Airline of choice for government and business
- Australia's poor service culture which is also prevalent on a plane

If the skies were "opened" and EK and SQ were granted more access, I have no doubt it would be the end of the Flying Kangaroo. Qantas know this and hence from what I can observe lobby the government and big business strongly. Plus I wouldn't be surprised the ACCC turns a blind eye towards Qantas.

I enjoy travelling on Qantas, and have had some great International and Domestic J experiences. But I've also had a number of bad J experiences on QF, against none with CX or SQ or JL. It makes the blood boil when you've paid a premium for a less than satisfactory hard product, and then the soft product is also extremely poor.

 

[JohnK]

Must say on my cheap tickets that is the sort of treatment that i ignore, so i can understand not raising the matter with the CSM. But then you were in a premium seat....

It doesn't matter how cheap the airfare on a premium carrier one certainly deserves to be treated like a human being.

No excuses for bad days if you make your career customer service.

 

[YQY]

OT - 1st class suite

My usual MO when dropping family off on QF flights is to use the 1st class suite - easy parking and quick.

Mr!

What is the 1st class suite - is there one of these in SYD as well?

 

[serfty]

... On that note, I dropped Mrs! (PG) at MEL yesterday for a J flight to AKL. My usual MO when dropping family off on QF flights is to use the 1st class suite - easy parking and quick. ...

What is the 1st class suite - is there one of these in SYD as well?

As with all things "First" part of the premium experience is a "first class" checkin, which is done in a private, swanky area. ...

In MEL, the Qantas First Class "Suite" actually has dedicated (?) curb side parking right outside an external door heading opening directly into the dedicated area. (Syd has no such, and the FIrst Class check-in area is 60 metres inside)

I assume munitialP was using the park there as well.