Unpublished QF WP benefits

[JohnK]

I was so overwhelmed with the over the top service I'm moving my business to CX.

It is great when you can get that type of service consistently and saving money on airfares is even better.

Good luck and I hope this continues for you.

 

[Paddy55]

I was siting in the old 'first' LAX lounge and waiting to board. Whilst waiting for an announcement I noticed that flt had disappeared from the board. I inquired why that may be. I was told that it had departed and that they don't announce flts. I said words to the effect that you have been announcing flights the whole time I've been here. She said we only announce JFK flts. I said, well I didn't know that. So, she called someone saying "emerald" and I was immediately rerouted.

Charming! :shock:

 

[GalaxyNexus]

I had really bad service as OWE checking in for MH flight at KL Sentral. He wanted to charge me excess baggage, for 2 pax, 3 KG over, so 1.5kg each. Had fo remind him that OWE has extra baggage anyway.

Also had to tell him to tag baggage as priority.

Lounge people were not very welcoming and got no greeting on the flight.

Your experience is totally opposite to mine on MH.

Interesting. I also checked in as OWE in KL Sentral for MH flight. Baggage tagged as first/priority without prompting. Was then told to show my "emerald card" at the lounge for access.

When I got to the lounge, the staff at reception desk wasn't very familiar with the OWE card, so she had to ask another staff (in Malaysian) "so green is emerald right?" and mentioned something like it's the first emerald card she saw that day (it was 5pm or so). Lounge at the main terminal was totally underwhelming, next time I'll try the one at the satellite.

No priority security or boarding at all (30 mins of queuing to get into a 737 for a regional flight), no greetings. Baggage comes out quickly on the other end though, so it's all good.

This is around a week before your flight.

 

[vitagen]

I guess its up to the person serving... I must have had a bad run with MH that day.

 

[JohnK]

I guess its up to the person serving... I must have had a bad run with MH that day.

I know people think I am negative but this is the way I see it and I will continue to see it this way until things look differently.

Some people are lucky and they have good experiences with CX and MH. This is not isolated just because they have Oneworld Emerald status or treating Qantas Platinums better than any other Oneworld Emeralds.

Other people then expect this type of treatment and it simply does not happen and they are extremely disappointed.

The more people posting their exceptional experiences here then more people are going to expect it to happen to them.

It is a myth....

 

[Brisbane Flyer]

I know people think I am negative but this is the way I see it and I will continue to see it this way until things look differently.

Some people are lucky and they have good experiences with CX and MH. This is not isolated just because they have Oneworld Emerald status or treating Qantas Platinums better than any other Oneworld Emeralds.

Other people then expect this type of treatment and it simply does not happen and they are extremely disappointed.

The more people posting their exceptional experiences here then more people are going to expect it to happen to them.

It is a myth....

Its just reality. Service at this part of the journey will always be a variable, check in staff are just that...check in staff. Many are contractors and work across multiple airlines, I know that Malaysian does not has dedicated staff in Chennai. Its fun to hear that people had service at either end of the bell curve, the boring stuff happens most of the time and is just that boring. The times where the airline staff are providing the check in service, then yes, the expectation of an acceptable service level is okay. Otherwise, go with the flow...

 

[JohnK]

Its just reality. Service at this part of the journey will always be a variable, check in staff are just that...check in staff

Which has been the point I have been trying to make for a long time on AFF but I think no one is listening.

You have had wonderful service. That is fantastic. The check-in agent at the time has looked at your status and has delivered. You are happy and you are going to come back again and again.

Just because you had a fantastic check-in experience does not mean it is an unpublished Oneworld benefit nor that the next Qantas Platinum is going to receive it either but people reading these threads then start to expect the same. Sadly your experience is not indicative of how Qantas Platinums are treated by MH or CX. I have documented some of my experiences if you have read them on AFF. That is reality....

 

[RooFlyer]

<snip>
Just because you had a fantastic check-in experience does not mean it is an unpublished Oneworld benefit nor that the next Qantas Platinum is going to receive it either but people reading these threads then start to expect the same. <snip>....

If its unpublished, how do we know its an unpublished benefit or not?

There are known knowns, unknown knowns and known unknowns, according to Mr Rumsfeld. I guess this is a case of an unknown unknown?

 

[daturtle]

It really is a case of who you get on the day. I missed a flight out of BNE because I slept in, completely my fault. Got to the airport half an hour after departure and went to the ticket desk. Was flying Y on a red-edeal. Lady at the ticket desk got me put on a new flight with no fuss and only charged me the $60 change fee, despite being liable for the loss of the fare and that was without me asking, I was prepared to lose it. Gave her a warm thank-you at the time and jumped straight on the website and sent in some positive feedback about my experience and put her name down. Got a reply back saying they were passing the feedback on so hopefully they rewarded her some way for going above and beyond.

I see a lot of people are very quick to criticise when something goes wrong, but very reluctant to give out praise.

 

[love_the_life]

It really is a case of who you get on the day.

Yep - got a flight time mixed up in Melbourne (missed cut off by 15 minutes) - new tickets to get home @$250 each - ouch

 

[JohnK]

If its unpublished, how do we know its an unpublished benefit or not?

There are known knowns, unknown knowns and known unknowns, according to Mr Rumsfeld. I guess this is a case of an unknown unknown?

Shouldn't all Qantas Platinums receive that type of treatment if it is in fact a benefit, published or unpublished?

 

[davec]

Flying into / out of Delhi next week with CX - there is no chance I will get that kind of service..... Think the MH guys are all excited about joing OW perhaps....

Well I was wrong! Checked in at Indira Ghandi a week or so ago for a CX DEL- HKG J. The staff saw my status and that was it - had an 'escort' from then on! She accompanied us through Immigration (nice - enforced - P & J only queues make it a lot faster), then through security and then to the lounge door.

Don't think she was a CX staff member (traditional 'Indian' clothes) but presumably a sub-contracted crew member? Was a nice touch regardless.....

 

[Red Roo]

It really is a case of who you get on the day. I missed a flight out of BNE because I slept in, completely my fault. Got to the airport half an hour after departure and went to the ticket desk. Was flying Y on a red-edeal. Lady at the ticket desk got me put on a new flight with no fuss and only charged me the $60 change fee, despite being liable for the loss of the fare and that was without me asking, I was prepared to lose it. Gave her a warm thank-you at the time and jumped straight on the website and sent in some positive feedback about my experience and put her name down. Got a reply back saying they were passing the feedback on so hopefully they rewarded her some way for going above and beyond.

I see a lot of people are very quick to criticise when something goes wrong, but very reluctant to give out praise.

Thanks daturtle.

We do have an internal recognition program towards which correspondence from customers is vital. Your feedback is certainly appreciated, and is encouraging for both individual staff as well as their teams.

 

[Red Roo]

Well I was wrong! Checked in at Indira Ghandi a week or so ago for a CX DEL- HKG J. The staff saw my status and that was it - had an 'escort' from then on! She accompanied us through Immigration (nice - enforced - P & J only queues make it a lot faster), then through security and then to the lounge door.

Don't think she was a CX staff member (traditional 'Indian' clothes) but presumably a sub-contracted crew member? Was a nice touch regardless.....

Glad to hear of this great experience in DEL as a CX passenger.

 

[daturtle]

Thanks daturtle.

We do have an internal recognition program towards which correspondence from customers is vital. Your feedback is certainly appreciated, and is encouraging for both individual staff as well as their teams.

Still owe you a thank you as well Red Roo for helping out with my Qantas hotels issue. Will they know it's you if I state your name as Red Roo in the feedback form?

 

[Red Roo]

Still owe you a thank you as well Red Roo for helping out with my Qantas hotels issue. Will they know it's you if I state your name as Red Roo in the feedback form?

There's only one Red Roo at QF.

 

[marki]

The seat shadow and occasional AA upgrade to First when flying domestically in the US