This Special Meal debacle has been going on for 20 years !!!
How hard is it ....in this age of technology to link the booking to a catering prompt etc etc.??
The excuse we keep getting is that it costs 8x more to deliver a special meal blah blah blah. The issue is when the punters meal fails to be delivered then the "torrent of fury" is unleashed onto us. Most times we can throw together a bubble and squeak from P/C and J/C meals BUT invariably they walk off mumbling "never flying Qantas again" (another one
)
Agree with TG on the issue of attitude as well. When the Bonus driven "Executives"(aka chumps) made the decision to introduce a B-scale crew (QCCA, QCCD, etc) it was ALL about quantity not quality.
You cannot train attitude.
You MUST recruit for this nugget in the behavioural profile .
Don't get me wrong though....there are some gems in these groups. But ,when the chips are down and you encounter a diversion or an extended rolling delay .......thats when the strength of having a positive attitude shines through.
Its not just Qantas though......I flew with EK (commercial) to DXB last year and the service going up was abysmal ! But superb on the return.
So when it comes to Service- it basically it comes down to 3 things:
1. How Management recruit.
2. You get what you pay for.
3 How you Manage performance