We value your feedback on your last domestic flight

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QF WP

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I just got this email - my last domestic flight was on 8 May MEL/BNE (a JASA).

Qantas has commissioned Numbers to undertake a confidential survey of valued customers.

We would like to obtain feedback about your recent domestic flight experience. It would be much appreciated if you could complete our online survey by 29 May 2014. The survey should take approximately 15 minutes to complete.

Your opinions are very important to us and any information you can give us would be greatly appreciated.

All responses are private and confidential and reported at aggregate level only.

If you experience any technical problems, please email [email protected]. For information about Numbers' privacy conditions, please click here

Thank you for your participation.

Ian Nicholson
Head of Customer Insights
Qantas Airways Limited

Who else has received this?

I'll report back on any interesting questions or answers.
 

QF WP

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I did comment that I disliked having to ring up CS to book my JASA, when previously I could do online

I did think about the PB thread when I read this one...

Thinking about the boarding experience, what specifically did you like?
Efficient boarding process
I get priority boarding based on my status or special needs
Ground crew
Other (please specify)
Nothing

They won't like the answer to this question, but they need to hear it:

If all these airlines charged exactly the same prices and flew the same routes, which one would you prefer to fly on?
Qantas
QantasLink
Jetstar
Rex (Regional Express)
Tiger Airways
Virgin Australia

They did ask for status levels on both VA and QF.
 

QF WP

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Below is a list of seven different areas that customers can find important when personally choosing a domestic airline.

Imagine you have ten tokens. We would like you to distribute these ten tokens according to the relative importance you place on each of these seven areas when personally choosing a domestic airline. The higher the importance of each of the areas to you personally, the more of the ten tokens you should allocate to it (you may allocate all of the ten tokens to one area if you need to).Please type into the boxes.

Low price fares
Seat comfort, size and legroom
Quality of inflight service
Quality of food and beverages
On-time departures and arrivals
Shortest connecting time between flights
Most convenient departure and arrival times
Total 10
Now we all have differing opinions on how to split the tokens, but mine are 2, 2, 1, 1, 2, 0 and 2.
 

QF WP

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I did give them this parting commentary:

Often I will fly one way on QF and the return on VA (or vice versa), as I have a Best Fare On the Day travel policy overlaid with appropriate schedule and seating (as a VA Plat I get Row 3 & 4 access; whereas QF being only Gold I get from ~Row 7/8). That has affected the way that I have answered the questions.


For year now, I have flown enough to achieve QF Gold (status sufficient to access appropriate forward seating for me) and put all other flying to Virgin (where I can achieve Platinum - something I couldn't achieve putting the majority of flying with QF). Using VA, I have the use of family pooling [status credits and points] as I am the one that needs the status and uses the points. That is something taht QF doesn't offer.


That's not to say that QF doesn't have more appropriate areas - indeed you do. Your website is waaay ahead of VA's (apart from the taking away of the ability of booking Any Seats Awards at Classic rates, on the website). Your lifetime status is something VA don't have (and have no desire to emulate), so that keeps me loyal to QF.
 

Cat207

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I had one on 8 May but it was by Australia Online Research. Same questions by the look, though.
 
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Sdtravel

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I got a few of these from my last few flights
I let it rip about the flight delay where we had no idea what was happening and boarding kept getting changed.

BUt yeh, have got a few in recent months. Doesnt look like its every flight i get them for
 

AustraliaPoochie

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I got an email from a JQ service provider, at least they up front mentioned on the email that they are a separate company.
And of course, because this was my first JQ flight, in the current "wow" situation, and the thrill of that flight I took that weekend, I filled in the "survey" about 15 mins it took.
Never had one from QF though have had one from VA.
 

Spongbob

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I think you have to be invited (?) to be on a QF customer review panel (or something like that) to be asked to complete the survey. I got one for a flight xMEL on 10/11 April. On the 10th I had 1 reschedule & 2 cancellations (QF arranged for overnight accommodation at the Hilton). The early morning flight on the 11th was delayed by about 3 hours (2 plus hours with full pax on the taxi-way). Given the numerous delays & cancellations on the 10th, I was surprised QF wanted feedback "on my recent flight experience".
 
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mannej

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I did comment that I disliked having to ring up CS to book my JASA, when previously I could do online

Justin Hyams has confirmed that ASA's won't return in the form that they were in (easily booked online etc).
 

crdtez

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A bit off topic, but on my last trip back from Singapore on QF6 the CSM came through the cabin asking random passengers if they could fill out a hardcopy survey. The questions were pretty much the same.
 

BAM1748

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I receive an email after about every second flight asking for feed back, which I give bluntly and to the point.

They ask at the end do you want someone to contact you about your responses.....when ever I say yes they try once and leave a voice mail for me but, never leave a return number and I don't get a call back. Which shows where I fit in the scheme of things. :evil:

Matt
 

QF WP

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Well, is it merely coincidence, but I have just received an email from VA about the corresponding flight BNE/MEL on the same date.

As a valued guest of our airline, we’d love to know about your Virgin Australia experience on 8/05/2014 between Brisbane and Melbourne.

We are always looking for innovative new ways to improve our products and service and your feedback is the best way for us to target areas in which we can focus on.

We know you’re busy, but would really appreciate it if you could take 10-15 minutes to complete our survey. Please note that Virgin Australia is only able to survey guests aged 18+.

The survey is open until 18th May 2014.

How do you get started? Simply click on the 'Take survey now' box.

Thank you in advance,

Virgin Australia

Merely a coincidence :eek:.
 
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