Maybe Liv should get another broken record, how many times can they drag this crap out?
Where do they explain abandonment of routes, less frames and no strategy going forward except roll the dice options.
The fact is that this lot were gifted a valuable and successful business and they don't have the ability to hack it in the real world and then blame everyone else. It is not the company that is broken it is those that are running it into the ground. If you dont believe that look at similar businesses that are growing and have taken initiatives to survive beyond selling the farm.
Meanwhile they are making fun of the first class passengers. You know, the ones who give the company yield and what JB is chasing relentlessly.
Muppet's
With passengers like that, Virgin can have them. For two people to hold up a flight because of jammies that won't fit, don't deserve to fly in the first place. These two were prepared to hold up 400+ other passengers. Good riddance to them. No point in placating two pax while pi$$ing off 400 others.
With passengers like that, Virgin can have them. For two people to hold up a flight because of jammies that won't fit, don't deserve to fly in the first place. These two were prepared to hold up 400+ other passengers. Good riddance to them. No point in placating two pax while pi$$ing off 400 others.
Whilst I agree with you to an extent you're missing the real point - why weren't there XL sized pyjamas available for your highest yield customers? Do you like soy coffee? How do you feel if it's not available? Take anything you particularly like and value enough to pay for, now imagine if you don't quite get the full experience. How do you feel?
Whilst the customers appear to have been over the top in their reaction the real point is that somewhere the Qantas system simply didn't work to keep your most valuable customers happy.
Whilst I agree with you to an extent you're missing the real point - why weren't there XL sized pyjamas available for your highest yield customers?
I can't answer that, but in the REAL world, sometimes stock runs out, or no one mentioned they were out of XL PJ's. Have you ever gone into a store and wanted something in particular and it wasn't available? If so, did you have a hissy fit in the store, stomp your feet and make a complete jerk of yourself, or did you ask if there was something of similar quality, style, look, feel, etc? Things get missed. Name me an organisation that is 100% fail-safe and never errs.
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Do you like soy coffee? How do you feel if it's not available? Take anything you particularly like and value enough to pay for, now imagine if you don't quite get the full experience. How do you feel?
Not interested in soy coffee. Don't care if it's not available. Maybe it's me, but if what I want isn't available, take the next best thing or go elsewhere. I don't know how a set of PJ's give you the "full experience", but it's pretentious idiots like those two that have an overinflated opinion of their own importance, and think the whole airline has to come to a standstill because of their unimportant and illegitimate demands.
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Whilst the customers appear to have been over the top in their reaction the real point is that somewhere the Qantas system simply didn't work to keep your most valuable customers happy.
Sure things happen and go wrong. That's life. Some people need a reality check if they believe otherwise. If one doesn't like a particular airline, there's plenty to choose from. But if your only gripe is a set of cheap cotton PJ's that have a brand name on them and made in China, not available in your size, then you have serious issues, regardless of how much you paid for a ticket. QANTAS has a BIG complaints department. Use that instead of making complete Richard Craniums of yourselves in front of a plane load of people.
If you ordered a Ferrari and got a Hyundai, and told that was all that's available, THEN you have a gripe.
If you ordered a Ferrari and got a Hyundai, and told that was all that's available, THEN you have a gripe.
That is exactly what happened, they ordered a $10000 seat WITH extras and they didn't get it, simple as that really. Lets face it, first class is not worth what you pay for it, so if anything is missing then I think people have a right to a hissy fit.
If one doesn't like a particular airline, there's plenty to choose from.
That was my main point. For the sake of holding enough PJs Qantas pissed off some top end yield.
And then they decided to broadcast it to the cabin.
Not a smart move regardless.
Quote:
Originally Posted by QF94
But if your only gripe is a set of cheap cotton PJ's that have a brand name on them and made in China, not available in your size, then you have serious issues, regardless of how much you paid for a ticket. QANTAS has a BIG complaints department. Use that instead of making complete Richard Craniums of yourselves in front of a plane load of people.
I don't disagree with your premise. But you've missed mine or at the very least have chosen to answer a different question of your own making.
Something went wrong.
For whatever reason it couldn't be handled on the spot.
For whatever reason the customers went "off".
For reasons of ego the crew then broadcast that across the plane.
Whilst I certainly agree that on the information provided the customers were cockheads, the response of the crew was also poor from a longer term perspective. Get them off, get the flight underway and be done with it.
the real point is that somewhere the Qantas system simply didn't work to keep your most valuable customers happy.
This I agree with
and
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If you ordered a Ferrari and got a Hyundai, and told that was all that's available, THEN you have a gripe.
The way things are going currently at the Qantas PR department, the management would want you to believe, most people would settle for the Hyundai..
just no positive vibe anymore.... maybe they (the PR dept) should try something new to get people talking positive about the brand again.. this idea for another airline was a bit of a hit...
Pj's, gluten free, all meal choices, spread out seating etc.
If you lose one customer in this field you prob lose 20 because it will be talked about over frapicino's with poodles and lots of OMG comments with the Toorak tractor parked out the front with purchased non abrasive mud to make them look hardcore.
What a sad tale, from several points of view. While the pax's behaviour cannot be defended, neither can whoever made this alleged announcement
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'Just to inform you all, the reason we've had the delay is because two of our first class passengers refused to fly on this plane as there was no extra large pyjamas on board for them'
Isn't it time that staff accepted the fact that the adage 'the customer is always right' applies no matter how wrong we think he or she might be?
That is exactly what happened, they ordered a $10000 seat WITH extras and they didn't get it, simple as that really. Lets face it, first class is not worth what you pay for it, so if anything is missing then I think people have a right to a hissy fit.
If a person buys a First Class ticket on the basis of getting a pair of PJ's and any little cheap extras, then they miss the point of First Class. Big seats that recline and become a flat bed, personalised service and being addressed by their name, eating off Bone China and having real meals, big IFE screen and lots of little electrical buttons to play with and personal space, etc, etc.
A lot of people are quick to have their jab at QANTAS, its service and the staff if things don't go their own way. A lot of people choose not to fly QANTAS. Fair enough. A lot of people choose to stay with QANTAS, despite the PR and media, as they see the airline for what it is and what they bought a ticket for. To get to where they want to go (what's left of the routes).
In the end, you still get in an aluminium tube that has different "classes" from one end to the other, and everyone arrives at the same time, despite what price you've paid for the ticket.
Here's a story released yesterday about a male passenger told to move seats because he was sitting next to two unaccompanied minors on a Virgin Flight.
Read this story about Virgin's company policy, and you'll realise a pair of unavailable set PJ's wasn't even worth mentioning and debating about.
Now tell me that was handled well on the spot and didn't make the guy feel ashamed to not only be male, but also made to feel like a paedophile because he was sitting next to a couple of kids flying on their own. This is a seat assigned by the airline. This is a policy of the nation's new favourite airline.
