Why I am ditching QF F/J longhaul, despite loving it.

[drron]

But Neil's green salad is always worth the wait.

I need a dislike button.
Or maybe this will do.

 

[Flying mermaid]

I am all for keeping expectations low. E.g. I try not to have connections as they always seem to end badly for us and prefer to overnight at airport hotels.

However as I said before J and F are not give away prices. Yes relative to when we first started flying premium in the 90s, prices have come down, so I don’t expect the level of service you got then. We are not people who expect FAs to run around us, in fact I prefer to be left alone most of the time. However if I am paying between $7,000 and $15,000 a fare (depending what class and discount I have paid), I don’t think it is unreasonable to expect a certain level of service! However we are more vote with our feet people than trying to fix the system.

 

[Kangol]

Thankfully for QFi I have flown F more than J.
In regard to staff age, most of the time F FAs are not senior. Only on the very odd occasion do I recall someone who would be junior.
The older FA who offers the worst service observation is therefore not something I've seen in F, but have in J. This is not limited to older FAs in J, however.

It may have something to do with A380 vs non A380 staff. Awards and employment contracts and the like.
The other part is that J is often glorified economy, even if J is the highest COS available. No personalised service.

 

[stm1sydney]

The other part is that J is often glorified economy, ... No personalised service.

On QF anyway.

 

[Kangol]

On QF anyway.

Given that this is a QF thread in the QF forum, no reasonable person would believe that it was a reference to anything else.
As in, why purposely go off topic?

 

[andyhui01]

Given that this is a QF thread in the QF forum, no reasonable person would believe that it was a reference to anything else.
As in, why purposely go off topic?

I think it was to highlight that this isn't an industry wide J experience, which represents a bigger issue as it is unique to QF.

Having said that, I do feel the crew in SQ J in A380/773ERs are always average (still better than QF) whereas the 787/A333 crews in regional routes are always excellent. I was so amazed that after a SIN-BKK flight, after a really good flight, service wise. The cabin leader (red dress) greeted each customer by name as they exited without an iPad. Sometimes it is just PPS members but this was every pax including me. I know it is a smaller cabin but I was so impressed she took the effort.

Maybe this problem is industry wide (same with so many other industries) but it seems to be more obvious on QF.

 

[Christoo]

I have found the service on Qantas flights lacking in J and PE.
Daytime flights where they turn out the lights and then the cabin crew is unsighted.
I would expect regardless of the time, there should be someone walking the aisles being attentive and offering drinks, snacks etc.
If you are going to slack off and leave things at the bar, then you should tell the passengers that is what you are doing.

Qantas and BA are both shocking for staff letting that annoyed look play across their face momentarily before covering it up any time you are a bother, like asking for a drink that isn't on the cart.
I usually upgrade for points, but I definitely wouldn't be happy for this sort of service if I was paying.

 

[Happy Trails]

Qantas and BA are both shocking for staff letting that annoyed look play across their face momentarily before covering it up any time you are a bother, like asking for a drink that isn't on the cart.

I'm now inured to that and have no compunction using the call button.

 

[Christoo]

But should you have to become inured for asking people to do their job.
I read online when there are articles about flight attendants and they all rush to the comments section to say they are not sky waiters, but primarily there for our safety.
I appreciate their training, but 99.95% of their time I would prefer a cheerful sky waiter

 

[Flying mermaid]

I have found the service on Qantas flights lacking in J and PE.
Daytime flights where they turn out the lights and then the cabin crew is unsighted.
I would expect regardless of the time, there should be someone walking the aisles being attentive and offering drinks, snacks etc.
If you are going to slack off and leave things at the bar, then you should tell the passengers that is what you are doing.

Qantas and BA are both shocking for staff letting that annoyed look play across their face momentarily before covering it up any time you are a bother, like asking for a drink that isn't on the cart.
I usually upgrade for points, but I definitely wouldn't be happy for this sort of service if I was paying.

Totally agree with us. We don’t do awards overseas and are comfortable rather than wealthy, so paying for J (or F) means I want to feel my money is not wasted.

I don’t drink a lot, but I do like bubbly and a few times on Qantas J, I have asked for another glass of bubbly when they ask what you want to drink with the meal. Have had a heavy sigh and a roll of the eyes more than once. It has really annoyed me, particularly as I am not a very demanding person and that would be one of the few times I ask for something.

 

[juddles]

Just did another long haul, with QF. I traveled in PE.

I know it is a numbers game, but yet again these same numbers coincided with my expectations. Did QF27 SYD-SCL, in PE. I simply cannot fault the staff. Will not post names, but the cabin crew for PE were outstanding. First time I have also noticed that during the security briefing that the person delivering this for me in PE was rostered for Y duties the rest of the flight. Amazing young lass ( I mean that in the true positive, not condescendingly)

She was young, fresh to this route. Very enthusiastic. After chatting she "retired" to the Y cabin. She was what you would hope for in all staff. Nice, intelligent, and clearly loving her job. Clearly wanting to make pax feel good.

It reinforced in me a personal belief that the "problem" I percieve for QF is not lack of talented staff, but rather of culture. Give me that one staff member on every flight and I would be the most fervent QF fanboy ever. She gets paid the same, same cost to the airline, but she exuded happiness and devotion. At the end of the flight she came back, still, after the pressures of a long flight, and again said hello and chatted.

Me, and the unknown pax at my side, loved this. This is not rocket science. Make the pax feel loved. Let the enthusiastic staff blossom. Actively help them.

It would make me feel better. And more importantly it s a huge factor when i decide my next multi-$1000 spend

 

[Katie]

Whilst firming up our trips for this year both mrsdrron and I have noticed that the occasional restaurant or hotel have turned off wifi access in their dining places.I think this is a great idea.

Maybe for those who always travel together. Slightly sad for those of use who travel for work, and often dine alone. I usually take my iPad to read while dining alone on business travel.

If I start having conversations with myself instead … well, that might start restricting my travel options and end up with some different kind of looks being thrown at me!!

 

[pauly7]

Just did another long haul, with QF. I traveled in PE.

I know it is a numbers game, but yet again these same numbers coincided with my expectations. Did QF27 SYD-SCL, in PE. I simply cannot fault the staff. Will not post names, but the cabin crew for PE were outstanding. First time I have also noticed that during the security briefing that the person delivering this for me in PE was rostered for Y duties the rest of the flight. Amazing young lass ( I mean that in the true positive, not condescendingly)

She was young, fresh to this route. Very enthusiastic. After chatting she "retired" to the Y cabin. She was what you would hope for in all staff. Nice, intelligent, and clearly loving her job. Clearly wanting to make pax feel good.

It reinforced in me a personal belief that the "problem" I percieve for QF is not lack of talented staff, but rather of culture. Give me that one staff member on every flight and I would be the most fevent QF fanboy ever. She gets paid the same, same cost to the airline, but she exuded happiness and devotion. At the end of the flight she came back, still, after the pressures of a long flight, and again said hello and chatted.

Me, and the unknown pax at my side, loved this. This is not rocket science. Make the pax feel loved. Let the enthusiastic staff blossom. Actively help them.

It would make me feel better. And more importantly it s a huge factor when i decide my next multi-$1000 spend

Certainly hope you named names in your positive feedback customer feedback to Qantas so this behaviour is encouraged and demanded from them

 

[jastel]

This is encouraging for my upcoming PE QF 27 flight.
I stay in PE and get better service and nicer crew or get an upgrade to Business with a better seat and less service.
It helps that I have NO interest in anything some celebrity chef or any winemaker does.

Win...Win

 

[China flyer]

I fly CX (mainly) and QF quite regularly and can relate to most of these QF comments, complimentary and critical. I don't make the choice each booking because of service/staff attitude but each time I am due to be on QF, I wonder whether I will have a good personal experience or a bad hair day person, regardless of age, who requires management.That is less than 40% of the time but enough. The CX standard may not be as personable but the minimum consistent service standard is a clear notch above. Within Australia on domestic, VA in my experience over the past 2-3 years has been a clear level above QF on attitude although I sense QF has started picking up again. On both my international and domestic routes, it is rare for QF not to be the more expensive option but that is them cleverly managing their pricing and loadings.

 

[Svenc]

I tend to agree - I have found the J experience with QANTAS is inconsistent. My last 2 trips to HNL I switched to Hawaiian - the J cabin staff were older staff but I could not fault them on either trip both ways. I recently did VA to NZ in J which is a short flight in fairly rudimentary J class hardware, but again, the staff were senior but not old s such - and they were absolutely lovely. I have decided also to switch to VA from QF starting at bottom Red level and am already silver with not far to go to gold - and not looking back.
I have done SYD-HNL-SYD 6 times in recent years, and have flown QF, JQ and HA all flights in Business Class (I am also tall and appreciate the space). I found the JQ Cabin staff better that QF also. HA the best followed by ,JQ and QF bringing up 3rd place. Next trip Singapore in J with SQ .. lets see how they rate.

 

[Fatcat]

I avoid QF if I can nowadays, at their inflated price point the product/service on offer is, IMHO well below the competition. When I get desperate for status credits to retain some lounge access on one world I will bite the bullet.

Ive found cabin crew in F to be excellent, regardless of age/gender; PE (limited sample size) is a little difficult to judge as there isnt as much service as the more premium cabins, but generally good. J is the worst of the the three, perhaps due to under staffing or higher demands of passengers that leaves the crew somewhat flustered - service on full cabins is usually far worse. For some reason (in my experience) the majority of older male crew are surly and somewhat rude regardless of the pax load (but a couple were excellent), the older female crew are generally very good and friendly, the younger crew are a mixed bag but tend to be pretty good. The best crew tend to be younger males who tend to be very friendly and genuinely seem happy at their job.

 

[Springtime]

Hi, I have to agree with you re older cabin crew, don’t get me wrong, some of them are brilliant at what they do. Others act like they can’t are less about the passengers & don’t want to be there. I reckon Alan Joyce should travel incognito in Economy & see what’s it’s like to come down from business or first & travel Economy. Don’t get me started on the menu, I have been served frozen cupcakes at 3 in the morning, & what feels like a hamburger made of rubber... Yuk! Qantas really need to pickup their game on long haul flights.

 

[lacuska1]

as always-cabin crew is there to serve the passengers no matter what-they should leave their own little issues at home-after all the customers who pay big money are their employers-if we don't pay they don't have a job!
Of course there are getting more and more ferals who think they own the plane and the crew so cabin crew should be trained to deal with them-I was a FA for a long time ago and we always had a saying the best pax is the one who doesn't turn up-but really-nowadays Singapore and Qatar is the best I came across as cabin crew-both flying business and first-will do Qantas first class in a few days and SQ business and Vietnam business -so curious about the experience???

 

[OATEK]

We recently travelled in QF J on a 747, and had two disparate FAs in the upstairs cabin. One was very smooth, and looked after us well. the other (a little older) was perfunctory, and when I went looking for something mid flight I got the eye roll when I pulled the curtain aside. Again, as others have said, if you are lowly SG don't expect a meal of your choice unless you booked it ahead of time. MrsOatek is even more vehement than myself on not flying J with QF. Love the staff & food on AY in J, quite happy with CX also, but QF always have someone who spoils the show.