WP treatment in Y

[greenfish]

Red Roo

While you're passing on feedback, can I pass on my appreciation to Qantas for Saturday 20/7 SIN-BNE (QF52) flight. James in Premium Economy was fantastic. My wife had never flown PE before and after the flight was very keen not to return to Y for future flights, and grilled me on the cost difference.

I wasn't sure if it was WP recognition or just outstanding service in PE, anyway it was a great experience for the whole family.

 

[Red Roo]

I wasn't sure if it was WP recognition or just outstanding service in PE, anyway it was a great experience for the whole family.

Hopefully it was a combination of both!

Looking forward to having you and your family on board again soon.

 

[scheps]

was very keen not to return to Y for future flights.

how much did you tip James

 

[scheps]

my first INT Y as WP in November. Will see if there is any special treatment offered...

Congratz!

a few WPs i know got upgrades on their first flight as WP (international) so good luck.

 

[MEL_Traveller]

I'm keen to pass this example on to the team and would appreciate a private message with the flight details for reference.

thanks for the offer and you are welcome to pass on the comments for action, along with all the other evidence that has been posted on here from first class pax running out of champagne.

if plats in Y are being given J beverages, are platinums in J also being given F beverages? this should really cease as an action given the potential to run out.

while we're on the topic, someone above mentioned QF greetings take longer than those on CX. if that's the case, why aren't greetings shorter on QF and the extra time devoted to service in the First cabin? why is the CSM spending time arranging business class wines, headsets, amenity kits, PJs and even food for Y class pax instead of focussing on the front cabin?

status pax have defined benefits including check-in, priority baggage and lounges. why do we need to create 7 classes of service on board (each class and then each class again but with additional service benefits for platinums)?

 

[Red Roo]

thanks for the offer and you are welcome to pass on the comments for action, along with all the other evidence that has been posted on here from first class pax running out of champagne.

if plats in Y are being given J beverages, are platinums in J also being given F beverages? this should really cease as an action given the potential to run out.

while we're on the topic, someone above mentioned QF greetings take longer than those on CX. if that's the case, why aren't greetings shorter on QF and the extra time devoted to service in the First cabin? why is the CSM spending time arranging business class wines, headsets, amenity kits, PJs and even food for Y class pax instead of focussing on the front cabin?

status pax have defined benefits including check-in, priority baggage and lounges. why do we need to create 7 classes of service on board (each class and then each class again but with additional service benefits for platinums)?

As you know, issues regarding champagne on board have been raised previously and therefore I was keen to add your example. Please do send me the relevant flight details privately.

I have noted the comments regarding service on CX flights in comparison to QF, and also the perception of varied standards of service for Platinum members across cabins. It's certainly interesting to read the varying opinions. While our crew are given general guidelines to follow, we trust that the operating CSM is able to balance and tailor the service based on loads, on time departure and overall requirements for each individual flight.

In most cases, the personalised service in Economy and Premium Economy is welcomed. However I agree that this should not mean that Business and First customers should miss out. For this reason, examples on this thread (and others) are useful for internal review. Please continue to provide your feedback to me or our dedicated CustomerCare team directly.

 

[dfcatch]

Excellent summation Red Roo.

Whilst I respect Mel_Traveller's opinion and concerns, I don't agree with the conclusion.

I think that QF recognizing WPs when flying Y is an important thing.

Let's remember that it's a fair effort to obtain WP and if you want to retain them, then it's important to look after them.

IME - crew generally get this right. I (and the WPs I know, both on and off AFF) certainly appreciate the recognition.

That said, F (and J) pax shouldn't be missing out, period.

If QF are under-catering, then that is the issue.

Let's not demonize WPs up the back simply because QF has under-catered.

Luckily - I have never missed out when flying F or J

 

[Boogs]

Excellent summation Red Roo.

Whilst I respect Mel_Traveller's opinion and concerns, I don't agree with the conclusion.

I think that QF recognizing WPs when flying Y is an important thing.

Let's remember that it's a fair effort to obtain WP and if you want to retain them, then it's important to look after them.

IME - crew generally get this right. I (and the WPs I know, both on and off AFF) certainly appreciate the recognition.

That said, F (and J) pax shouldn't be missing out, period.

If QF are under-catering, then that is the issue.

Let's not demonize WPs up the back simply because QF has under-catered.

Luckily - I have never missed out when flying F or J

I couldn't summarise a summary any better than that dfcatch!!

Well said (by a WP who only gets to fly in Y for work - and gets very little recognition, not that it bothers me in the slightest, as I am pretty self sufficient but a glass of bubbles would never go amiss ).

 

[brha01]

Not strictly in relation to WP service (I'm just a lowly Gold!!), but while Red Roo is taking compliments I must pass on how fantastic the CSM (Caroline) was on QF 957 on 21 July. I was flying for work (in Y) and my wife decided to come along with me at the last minute. We have a bunch of points to burn so I booked her on classic award seats. None were available in Y so she ended up in J for this flight.

Now, my wife is pretty amazing - she insisted that I take the J seat given I had been working all week and wouldn't take no for an answer. Who am I to argue?!?!

We swapped boarding passes and upon boarding (when Caroline looked puzzled when she saw a 'mrs' next to the name on the boarding pass) I simply mentioned that we had decided to swap. After take off, when I was comfortable in 1F and she was offering hot towels, Caroline came and said that I must be lonely without my wife. I mentioned the reason for us being separated on the flight and without hesitation she offered to bring my wife up to the spare seat next to me in J. I was dumbfounded! A few minutes later, my wife appears and settled into 1D. Seconds later she had a glass of wine in her hands and we enjoyed the fantastic J class service together.

This is why I fly Qantas. Not because I expect to receive service over and above what I have paid for, but, every now and then, an individual staff member will go above and beyond and make a flight truly memorable. I'm sure that this probably technically isn't allowed under operating procedures (or maybe it is?) and it may have cost Qantas $10-20 in extra catering/wine but the goodwill which gestures like this generate repay this small outlay hundreds of times over. It means that I now no longer even bother checking the competition before I book flights and my wife near threatens divorce if I even suggest flying virgin!

So, Red Roo, please pass my thanks onto Caroline and the rest of the crew on this flight. They were all fantastic from start to finish (it would have been a great flight even without the unexpected upgrade!). Caroline's warmth and service is a true asset to Qantas.

 

[dfcatch]

Not strictly in relation to WP service (I'm just a lowly Gold!!), but while Red Roo is taking compliments I must pass on how fantastic the CSM (Caroline) was on QF 957 on 21 July. I was flying for work (in Y) and my wife decided to come along with me at the last minute. We have a bunch of points to burn so I booked her on classic award seats. None were available in Y so she ended up in J for this flight.

Now, my wife is pretty amazing - she insisted that I take the J seat given I had been working all week and wouldn't take no for an answer. Who am I to argue?!?!

We swapped boarding passes and upon boarding (when Caroline looked puzzled when she saw a 'mrs' next to the name on the boarding pass) I simply mentioned that we had decided to swap. After take off, when I was comfortable in 1F and she was offering hot towels, Caroline came and said that I must be lonely without my wife. I mentioned the reason for us being separated on the flight and without hesitation she offered to bring my wife up to the spare seat next to me in J. I was dumbfounded! A few minutes later, my wife appears and settled into 1D. Seconds later she had a glass of wine in her hands and we enjoyed the fantastic J class service together.

This is why I fly Qantas. Not because I expect to receive service over and above what I have paid for, but, every now and then, an individual staff member will go above and beyond and make a flight truly memorable. I'm sure that this probably technically isn't allowed under operating procedures (or maybe it is?) and it may have cost Qantas $10-20 in extra catering/wine but the goodwill which gestures like this generate repay this small outlay hundreds of times over. It means that I now no longer even bother checking the competition before I book flights and my wife near threatens divorce if I even suggest flying virgin!

So, Red Roo, please pass my thanks onto Caroline and the rest of the crew on this flight. They were all fantastic from start to finish (it would have been a great flight even without the unexpected upgrade!). Caroline's warmth and service is a true asset to Qantas.

Awesome service, and awesome attitude in receiving such service

 

[Red Roo]

Not strictly in relation to WP service (I'm just a lowly Gold!!), but while Red Roo is taking compliments I must pass on how fantastic the CSM (Caroline) was on QF 957 on 21 July. I was flying for work (in Y) and my wife decided to come along with me at the last minute. We have a bunch of points to burn so I booked her on classic award seats. None were available in Y so she ended up in J for this flight.

Now, my wife is pretty amazing - she insisted that I take the J seat given I had been working all week and wouldn't take no for an answer. Who am I to argue?!?!

We swapped boarding passes and upon boarding (when Caroline looked puzzled when she saw a 'mrs' next to the name on the boarding pass) I simply mentioned that we had decided to swap. After take off, when I was comfortable in 1F and she was offering hot towels, Caroline came and said that I must be lonely without my wife. I mentioned the reason for us being separated on the flight and without hesitation she offered to bring my wife up to the spare seat next to me in J. I was dumbfounded! A few minutes later, my wife appears and settled into 1D. Seconds later she had a glass of wine in her hands and we enjoyed the fantastic J class service together.

This is why I fly Qantas. Not because I expect to receive service over and above what I have paid for, but, every now and then, an individual staff member will go above and beyond and make a flight truly memorable. I'm sure that this probably technically isn't allowed under operating procedures (or maybe it is?) and it may have cost Qantas $10-20 in extra catering/wine but the goodwill which gestures like this generate repay this small outlay hundreds of times over. It means that I now no longer even bother checking the competition before I book flights and my wife near threatens divorce if I even suggest flying virgin!

So, Red Roo, please pass my thanks onto Caroline and the rest of the crew on this flight. They were all fantastic from start to finish (it would have been a great flight even without the unexpected upgrade!). Caroline's warmth and service is a true asset to Qantas.

Thank you for taking the time to detail your experience.

While all feedback is passed on regardless of it being good, bad or otherwise, it's great to have a positive example to share with the wider team.

For your reference, Qantas do have an internal recognition program towards which your comments will be used. While it is very unusual for a customer to be upgraded on board, Caroline's efforts on this occasion have clearly impacted on your future relationship with us.

Please pass on my regards to your wife, and I hope you're able to travel together more often.

 

[Timsboot]

I have flown more QF international Y this year that almost any other year I can remember since becoming WP. Driven by lots of personal flights home from BKK in addition to my normal load of J class business travel. As a result I have experienced a lot of WP treatment on QF 23 and 24. The experience is very mixed and not consistent. On some flights it is amazing. I am greeted by all, offered noise cancel headsets, blankets, escorted to the exit aisle, a big glass of red from the other side of the curtain, a J glass blanket and more. On other flights I get a quick hello and that's it. On some flights I have the "shadow" on others I see lots of people stretch on on four seats while I am sitting next to someone. In short a very very mixed experience.

 

[JohnK]

While you're passing on feedback, can I pass on my appreciation to Qantas for Saturday 20/7 SIN-BNE (QF52) flight. James in Premium Economy was fantastic. My wife had never flown PE before and after the flight was very keen not to return to Y for future flights, and grilled me on the cost difference.

I wasn't sure if it was WP recognition or just outstanding service in PE, anyway it was a great experience for the whole family.

So you were in SIN at exactly the same time as me and you flew in the same cabin as me and you were ecstatic with the premium economy product and the Platinum recognition?

It must be just me.

I was on QF006 in premium economy in 30A and to be honest I would rather have had my 38C bulkhead in economy. Crew did not do anything wrong but I would not pay for premium economy at the asking price. It is worth only slightly more than economy (not 3x the price) and even then I would want to be in a bulkhead/exit row.

 

[greenfish]

It might just be James! He was great. Last flight of 10 over 4 weeks, all in Y, with 3 kids. I wouldn't pay 3 x Y for it, but I was very impressed - much better than I'd expected. Now have wife approval for PE, which is a big win.

Where were you in the lounge? We had quite a while there and took over a corner in the mobile free area, though I did take the odd glance at the rugby. Poor Reds, not a happy night.

 

[JohnK]

Where were you in the lounge? We had quite a while there and took over a corner in the mobile free area, though I did take the odd glance at the rugby. Poor Reds, not a happy night.

I went to Emirates lounge for ~20 minutes and checked emails and had some lamb cutlets.

I was mainly trying to find out what was happening with mum in Europe at Transfer counter C although that was not very helpful.

 

[Isochronous]

i disagree. a full flight should make no difference.

flew CX last week on a short 3hr30min flight... absolutely packed international 4 class 777, with premium economy seating sold as Y available for CX diamonds and golds (and oneworld gold if you beg)... in the premium economy cabin all diamonds were personally welcomed and given a bottle of water. all golds and OWS welcomed by separate crew member (no bottle of water). CSM also came to see CX diamonds. this was before the full lunch service with pre-meal drinks. if it can be done on a flight that short it can be done by any airline if they want to.

What do you mean by 'if you beg' - does this require just asking straight out at check-in?

 

[MEL_Traveller]

What do you mean by 'if you beg' - does this require just asking straight out at check-in?

it can be a bit of an effort! it seems to be straightforward for cx diamonds and golds, but for other OW elites you need to ask, and I haven't been able to successfully assign those seats as part of on line check in.

for non cx elites, it appears the allocation of prem Y seats is up to airport control, so basically asking at check in. they will usually have to call the supervisor to release the seat, and the conversation has always included a discussion about the level of elite status (on one call she confirmed 'yes, only oneworld sapphire')

being under airport control, I haven't been able to secure seats for onward connections out of Hong Kong until arriving in Hong Kong... and the lounge tried every excuse to not let me have the seat (the cabin is not occupied, you have to pay for the seat in there, you can't have the seat unless the flight is fully booked etc etc).

finally in Hong Kong they called the supervisor and had the seat released (again after confirming oneworld sapphire).

maybe for emeralds the process would be simpler in terms of your eligibility to sit in the cabin, but I think the process of getting the seat might be the same.

but... it is certainly much more comfortable, and the cabin is generally more quiet given how hard it is to get a seat in there! depending on the crew sometimes they will close the curtains between regular economy and premium economy, and the service is slightly more attentive (not markedly).

 

[Isochronous]

it can be a bit of an effort! it seems to be straightforward for cx diamonds and golds, but for other OW elites you need to ask, and I haven't been able to successfully assign those seats as part of on line check in.

for non cx elites, it appears the allocation of prem Y seats is up to airport control, so basically asking at check in. they will usually have to call the supervisor to release the seat, and the conversation has always included a discussion about the level of elite status (on one call she confirmed 'yes, only oneworld sapphire')

being under airport control, I haven't been able to secure seats for onward connections out of Hong Kong until arriving in Hong Kong... and the lounge tried every excuse to not let me have the seat (the cabin is not occupied, you have to pay for the seat in there, you can't have the seat unless the flight is fully booked etc etc).

finally in Hong Kong they called the supervisor and had the seat released (again after confirming oneworld sapphire).

maybe for emeralds the process would be simpler in terms of your eligibility to sit in the cabin, but I think the process of getting the seat might be the same.

but... it is certainly much more comfortable, and the cabin is generally more quiet given how hard it is to get a seat in there! depending on the crew sometimes they will close the curtains between regular economy and premium economy, and the service is slightly more attentive (not markedly).

On all CX routes? I shall have to try that in future!

 

[btkw]

Seems my experience differs greatly from most. 3 years WP, this year about to hit WP+PG.

Most of my travel is domestic Y... so quite a number of flights per year.

Never received an upgrade, don't ever seem to have a 'WP shadow', never received a personal hello... Got a letter last week saying welcome to life time silver though...

I was in 6A last night flying back to Mel on quite an empty 737. All middle seats were vacant back to around row 10 I think. Sure enough some bloke comes and sits in 6B. If everyone in the front half of the plane was WP then I guess it was just unlucky. I doubt that was the case though. Why would they allocate seating like that?

There's been no moment where I've felt WP made any difference to anything. My experience is it doesn't really differ from silver or gold. Still end up queuing in the premium boarding lane with silver & golds anyway.

 

[vitagen]

I think It's only where they got PE seats where It's not sold. Usually regional routes.