Unhappy travellers let fly at Qantas

[Wirraway]

Sat "Sydney Morning Herald"

Unhappy travellers let fly at Qantas
By Kirsty Needham, Consumer Writer
August 23, 2003

A plan by Qantas to launch a no-frills domestic carrier has sparked a torrent of complaints from passengers about the existing level of "full service" on the airline.

A poll on the Herald's website yesterday drew 130 tales of misadventure and neglect flying Qantas. About a dozen responses were positive.

Rob Bruce, a Sydney marketing strategy manager, wrote to Qantas to officially complain about being called a "piece of ****" by a Qantas call centre operator. Although the call centre manager apologised that this was "just an expression she uses", Mr Bruce said the letter was not acted upon.

A Coffs Harbour woman had her honeymoon plans disrupted when Qantas changed the couple's flights four times. Another "gold" frequent flyer complained that Qantas had tried to cut short her three-day stay in Melbourne by phoning, after she had arrived, to say the departure flight was overbooked and she would now have to leave within 24 hours.

Bill Nixon often flies business-class, and believes service is poor because the airline "has antagonised the Qantas staff to the point they are angry, and it is spilling out onto the customer".

In December he flew from Los Angeles to Sydney and was "dumbfounded" when the lights were dimmed 30 minutes into the 14-hour flight, with no offer of food or beverages. After complaints, the crew announced they would serve a meal if hungry passengers pressed the call button. He was "ashamed it was our national carrier" when the American businessman seated next to him asked if this was typical service.

When the two men pressed the button, "about 10 minutes later a surly looking older male attendant came and asked us what we wanted. The impression we got was that we were a nuisance, and he was not happy with us".

James Duncan, an Australian based in Britain, said many expats won't use Qantas to come home because cabin staff "generally seem tired and tetchy".

A Qantas spokesman, Michael Sharpe, said he did not think the picture of Qantas service was as bleak as that reported by Herald readers. Qantas ranked fifth in an international survey of 120 airlines recently and was spending money to upgrade its aircraft and club lounge facilities.

Conceding that frequent flyers needed to book early and may have difficulty finding seats in peak periods, Mr Sharpe said: "More frequent flyers than ever before are redeeming points to fly Qantas. About 6 per cent of our capacity is made up of frequent flyers, which means 3 million trips every year."

=========================================

[GoGirl]

Rob Bruce, a Sydney marketing strategy manager, wrote to Qantas to officially complain about being called a "piece of ****" by a Qantas call centre operator. Although the call centre manager apologised that this was "just an expression she uses", Mr Bruce said the letter was not acted upon.


Is he serious??? Please can someone else tell me they see the problem with this statement, please :{

I'm stoked to hear that QF are prepared to dig deep to upgrade their club and lounge facilities...NOT!!!


Many of you might be able to readily identify with the situation I'm about to relay.
Recently at Melbourne Airport Qantas Club it was decided that a staff member was required at all times to assist with the introduction of the electronic self check in machines for those pax travelling with only hand luggage. They effectively rock up to the club, input their club card and follow the prompts to get the boarding pass.
In theory, this might be a great!
However, rarely does a club member present themselves without having to enquire about upgrades, flight changes etc...
These enquiries cannot be handled via the electronic boarding pass machine, and the staff member 'dedicated' to providing the service is then found escorting the member to the service desk where they proceed to manually check them in.
Lo and behold, there's now no staff member directing these business men and women or assisting in the use of the electronice machines.
What soon then follows is mayhem where pax are confused, staff are confused and management sit back and watch the circus continue :*

I realise I've only targeted one specific area of the issues discussed in the above article, but to cover the rest of the points raised, I'd suggest someone gives me a call and we can discuss my contract :ok:

[QF skywalker]

see I am telling you the big rat is in trouble, and people are going to the competition which is virgin in droves.

Kym,
Congratulations on becoming a virgin blue employee. However, I have noticed that every single one of your posts is targeted at negative issues on Qantas.

There are lots of things that virgin blue are not doing properly honey, but I won't start that debate tonight with you. Virgin are not immune to the horrible turn of events currently being experienced in the aviation industry.

How about you contribute properly to the forum rather than being a **** st*rrer. We are all friends here, and we all respect each other regardless of our airline employer. GROW UP.

[Cactus Jack]

Was amused to read a letter to The Australian newspaper recently, written by a Doctor, complaining about Qantas' on time performance.

How ironic that someone who is never on time, and keeps his clients waiting for long periods of time should complain so bitterly about someone else.

Hypocratic oath? Hypocrasy more like.

[Kaptin M]

HIPOCRATIC OATH

I swear by Appollo the healer, by Aesculapius, by heath and all the powers of healing, and call to witness all the gods and goddesses that I may keep this Oath and promise to the best of my ability and my judgement.

I will pay the same respect to my master in the Science as to my parents and share my life with him and pay all my debts to him. I will regard his sons as my brothers and teach them the Science, if they desire to learn it, without fee or contract. I will hand on precepts, lectures and all other learning to my sons, to those of my master and to those pupils duly apprenticed and sworn, and to none other.

I will use my power to help the sick to the best of my ability and judgement; I will abstain from harming or wronging any man by it.

I will not give a fatal draught to any one if I am asked, nor will I suggest any such thing. Neither will I give a woman means to procure an abortion. I will be chaste and religios in my life and in my practice.

I will not cut, even for the stone, but I will leave such procedures to the practioners of that craft.

Whenever, I go into house I will go the help the sick and never with the intention of doing harm or injury. I will not abuse my position to indulge in sexual contacts with the bodies of women or of men, whether they be freemen or slave. Whatever I see or hear, professionally or privately, which ought not to be divulged, I will keep secret and tell no one.

If, therefore, I observe this Oath and do not violate it, may I prosper both in my life and in my profession, earning good repute among all men for all time. If I transgress and forswear this OATH, may my lot be otherwise.

Hippocrates, The Greek Physician (460-377 BC)

[DutchRoll]

CJ, it's better you not get into an argument about doctors and hypocratic oaths here. This is WAY off topic (apologies to all), but if you were as close to a doctor as I am and understood anything about the current medical system, you would know why GPs often don't run on time and patients wait for correspondingly long periods.

Back on topic....

QF has its fair share of problems, but flights to & from LAX (and especially via MEL) are a particularly bad bunch to pick on, for many & various reasons. I know for a fact that some aspects of the LAX service are getting attention from VERY high levels of QF management (ie, about as high as you can go), but they are limited by a lot of factors, including unions, overseas airport contractors, overseas regulations, etc, etc. However, while VB may have nice cabin crew, it is certainly no 'angel' in the service department (and VB doesn't fly to LAX, so what the heck would it know anyway?).

[tobzalp]

I flew with qantas for many years. These days i have let my qantas club membership lapse and am now with SQ. 10000 times better and when i ask for that extra drink i am smiled at for once. Qantas u r ****. get your act together,

[Sheep Guts]

I think what youll find here is QANTAS is still suffereing from whats called "Public Service you cant touch me atitude". Its probably inbread and the fact that if anyone is dismissed for bad intolerable behaviour or bad performance, the UNION would jump a mile to fix the problem. You see I think QANTAS is still under the UNIONs thumb so to speak.
I have noticed with BA aswell especially on the long haul Aussie flights. To trim down the work force at QANTAS may be sooner than anyone thinks.:uhoh:

TOPZAP. Would have to agree. Im thinking of dropping my shares in QANATAS in disgust!

Dutch Roll: VB or its Parent Virgin Atlantic have had great service for years. I first flew with them in 1992 and they made QANTAS look like Kazakstahn Airlines back then........Have you flown with VA or VB?

Skywalker if you didnt notice this was a thread about B A S H I N G! THE Q. So indefence of other peoples right to bash leave them alone, or go jump under a rock a Staff Travel position in First Class....

[frangatang]

Does VB have a pilot base in melbourne yet?

[Ralph the Bong]

I tried to post a simple "yes " to the previous question but I got this message: "Due to the heavy use of these forums we would prefer it if you are going to post something then please make sure it is worthwhile and at least 15 characters long. One liner replies such as 'Yes', 'No' or 'I agree' for example, are not necessary and only use up valuable bandwidth. Please use your back button to change your reply or use the link below to go to the forums." So the answer is yes..

[DJ737]

Sheep Guts: VB or its Parent Virgin Atlantic have had great service for years. I first flew with them in 1992 and they made QANTAS look like Kazakstahn Airlines back then........Have you flown with VA or VB?

1 Virgin Atlantic is not Virginblue's parent.

2 Why are you having a go at Kazakstan Airlines?

Cheers
The Roo Rooter :E

[Cactus Jack]

Sheep. You seem so interested in having a go at QF. Why's that mate? Turned down were we? Probably due to your pathetic spelling, or woeful grammar.

QF has it's problems, it's true. But the problem here is a degree of balance. The airline is one of the few airlines in the world at present performing relatively well. Why? With Joe Public out there asking for the lowest possible fare between A and B, it's pretty clear that service standards must be cut. Simple economics - you get what you pay for. And you pay for what you want. The airline simply supplies what is in demand.

You guys keep "QF Bashing" if you want. But if thats all that you do, without logic, commonsense or reason, you simply make fools of yourselves. Those serial "QF Bashers" out there have a barrow to push, nothing else. Yes, thats you sheep. BTW - go back to Grade 5 and learn to spell and write.

Dutchy. Fair call mate, I understand your thoughts. But there is a parallel to be drawn here.

With the turmoil that the Australian medical system is in, the finger is rarely pointed at Doctors, Nurses, or other employees in that system. The government has to take the blame. However, the airline industry is in perhaps a similar degree of chaos, yet the blame seems (at least in this thread) to be leveled directly at QF employees.

How do you figure that?

[GoGirl]

A QF Bashing thread :confused:

Attitutes and comments like that are the reason that fewer and fewer 'professionals' that once scoured these pages now couldn't be bothered.

A certain degree of decorum perhaps and a whole lot of maturity wouldn't go astray.

Cheers
GG

[Woomera]

I couldn't agree more..........

W

[The_Cutest_of_Borg]

Ms Needham's "story" was generated by a call for people with bad stories about Qantas to email her. Note that the call was only for complaints about Qantas... no other airline

Considering the culture of complaint being generated in the world at the moment, 130 replies out of the millions that fly Qantas, is probably to be expected.

As a Qantas employee, I do not like to see such things in print, but I cannot help but wonder what other agendas are at work here.

An example of this, on Thursday in the Australian, one of the columnists mentioned that Qantas was delayed again, this time due early morning "Ice on the runway" in Melbourne. Apart from the ignorance being shown here, (the delays were due to aircraft requiring to be de-iced due to rain coupled with sub-zero temperatures), surely Virgin and other airlines operating out of Melbourne that day were being delayed for the same reason?

Why pick on only Qantas, and why for something that is safety related and totally out of the airlines control?

I have been doing a fair amount of paxing on the domestic network of late. Generally, the aircraft have been departing on or close to schedule. Generally they have been arriving on or close to schedule. Generally, the crews have been efficient and friendly. Generally the food (and no-one is ever happy about the standard of airline food) is of a reasonable standard. Generally my bags were on the belt soon after I got to it.

It begs the questions, just what do people want and do people really just like to complain about Qantas simply because it is the 800lb gorilla of the region?

Maybe, as an employee I just lack objectivity. Maybe.

[Sheep Guts]

Borg,
In general I think it gets down to good old Aussie "Tall Poppy knocking". We are famous for it. :)

Backing the underdog, is also a common in our society.

QANTAS are by no means introuble and generally they do give good service. But I think one can not afford to be slack minded or too complacent about ones position in the industry. Anything goes these days and an unregulated competitive playing field will determine the winners and losers.

An example of how ones fortunes can turn around is the current situation at DELTA in the USA. Southwest last month superceded their pax figures . Proving that the "Monilyth Airline" ie PANAM genre, is starting to squander under the pressure of the "Lost Cost Boys".
Delta are hurting and they were or still are one of the big 4 in the states.

Competition is a healthy necessity for a productive aviation industry. That goes for any industry incedently.

Sheep

[OneDotLow]

Ice at MEL the other morning...

As no deice equip available, aircraft had to wait until the ice melted off... Surely the VB aircraft SHOULD have waited instead of just taking off with ice on the wings!!??

---edited due to excessive sabre rattling--- :ok:

I will however leave the above as an airmanship lesson for you all.

[Pete Conrad]

one dot low, Virgin is no more unsafe as you put it than Qantas. In fact given the fleet age, experienced ex regional pilots getting in and a safety department at Virgin that is COMMITTED to safety, I know which airline I'd like to fly on more - Virgin.

Keep saying it,you mob at Qantas are getting more insecure by the minute, great to see Virgin getting more market share, the more market share, the more experience, the more safer Virgin get by the minute.

[Wirraway]

Sun "Sunday Mail"

Snap strike disrupts Qantas flights
HEATH KELLY
24aug03

HUNDREDS of passengers had their weekend travel plans disrupted by a snap strike at Brisbane airport early yesterday.

About 20 domestic and three international flights were affected when Qantas baggage handlers walked off the job for an hour from 7.35am.

A skeleton staff remained to help with two of the international flights but Qantas passengers were unable to check in baggage at the domestic terminal during the morning rush hour.

Transport Workers Union federal president Hughie Williams said baggage handlers stopped work to attend an urgent meeting in response to Qantas's decision to increase the proportion of casual and contract workers from 15 to 25 per cent of its 34,000 workforce.

Mr Williams said the unions and Qantas were headed for a "collision course" over the decision and he has not ruled out the possibility of more industrial action.

"We are just taking it one day at a time at the moment," he said. "We apologise for the inconvenience we caused to passengers but we hope they are sympathetic to our plight."

Two snap strikes by baggage handlers caused major disruption in Melbourne last week before the Australian Industrial Relations Commission ruled that no further action could be taken.

Mr Williams said he believed up to 40 per cent of staff would eventually be outsourced to labour-hire companies – and that could put passenger safety at risk.

"We are living in the time of terrorism and to get all these labour-hire workers in leaves me feeling a bit funny," he said.

He warned that if Qantas dug in its heels on the decision it could result in another waterfront-style dispute.

Qantas human resources manager Kevin Brown branded the union's stop-work meeting in Brisbane an illegal action.

"Under the current agreement, staff are only supposed to take action during times when it will cause the least disruption," Mr Brown said.

===========================================

[Sperm Bank]

One dot do you really think that was necessary? Lets not turn this into yet another slug fest of mindless garbage. I could rattle of a plethora of incidents over the years I have been flying to undermine (or attempt to) airlines or pilots. I choose not to as it achieves absolutely NOTHING! When pilot's exchange information about incidents or occurrences, it contributes greatly to the knowledge base for all who are interested in learning.

I have never met ANY pilot who has not had some sort of an incident at some stage in their career. Virgin and Qantas are no more immune than any other airline. QF and DJ have both recently participated fully in a TLOSA exercise to identify areas of strengths and weaknesses. I am sure both companies are doing plenty to assure this countries continued good safety record.

I think alot of QF troubles are directly attributable to management incompetence. They seek to undermine pay and conditions while expecting the same levels of application by staff. Even the dumbest person I know can work out the lack of logic in that equation.

If some staff are not happy, there must be a reason. I wonder if anyone has bothered to ask the question WHY?

[bush mechanics]

Cactus
The paying public have the right to complain about service,
How much does a simple smile cost? Ans:F@#$all.

One dot low
How about the QF 737 running of the strip in darwin at night and in **** weather,Funny what gets kept quite,They even tried to hide the a/c in a RAAF hangar,pitty the tail didnt fit in.

[OneDotLow]

...stick with it son(s)....
:8

[Mr Seatback 2]

Fact is people, all airlines have their problems.

QF's problem has long been it's inconsistent and reactionary approach to it's customers and to competitors in that order.

Steps are being taken to address this problem. No carrier is immune to the problem of bad service (United, Virgin Atlantic, BA, et al have all had their share of hard knocks from the travelling public). Virgin Blue are just as guilty of poor service as QF, albeit on a much reduced scale.

Virgin - just like QF, and every other airline - has problems with safety that arise, quite often than not, from human factors and training issues. Not new problems by any means, but certainly not restricted to any one particular airline.

There is always room for improvement when it comes to service. And to a degree, there are those crew in QF who deserve the 'push'. But getting rid of older, more experienced crew isn't necessarily the answer - you will find just as many stroppy younger aged crew flying as there are older, more experienced crew. So does sacking those we deem to be 'terrible' solve our problem in the short or long term? No - nor will it ever solve the problem.

I think the problem is broader than most believe...

Geoff Dixon have made no secret that they wish to cut costs - for the most part, this has been borne by the employees. They have had to endure restructure after restructure, redundancies, doom and gloom mantra, etc. for too long now...they are bitter, over it and quite frankly, they've had enough (I sure as hell have).

Just look at airlines such as Frontier or Southwest in the US - companies that actually value their employees by spending money to make money (happy employees mean happy customers - simple). Unless QF feels threatened, it 'reacts' by holding onto its' purse and continuing to talk about how hard done by they are (yeah - their second biggest competitor went bust, and their neighbours in the region are all hurting in one form or another).

My formula for happy employees = happy customers may sound over-simplified, but I challenge anyone on this board to show me an airline where a responsible, driven management that shows respect and values its employees has done bad. I can name at least three airlines in the US where employees are valued and as such, the airline benefits from continued and new patronage - Frontier, Southwest (of course) and Continental Airlines.

I think the solution to this problem is quit making QF staff the scapegoat for everything that is wrong with QF ("Labour costs account for up to 30% of our total expenditure"..."we must streamline our business with more efficient [read: lowered] conditions"...). Unions don't run QF, nor will they ever run QF - but they are an important part of employee representation. I shudder to think what would come of QF without union representation (and I ask that you all keep any responses to this statement mature people)...

Value your staff Mr Dixon. Reward them for doing well, instead of routinely punishing them with cut after cut to their way of life and job security, which eventually impacts and upsets the people responsible for our income - the passenger.

And if you think that spending money doesn't necessarily equate to improvements in general (such as service, market share, punctuality, etc) , I suggest you read Gordon Bethune's book (Continental CEO) book called "From Worst to First" - an inspirational piece of literature I'm sure QF could learn a great deal from, for the benefit of employees and passengers alike.

And now I'm off my soapbox.

[Sperm Bank]

By the way, no one needs a dispensation to fly 95 hours per month. Never have! 100 hours in 30 days is the legal limitation. I have safely flown over 100 hours per month for many months on end whilst operating overseas. Not too sure what your point was there. As I said, be great to keep the conversation constructive.

[nike]

so, there is nothing wrong with QF unless you find something wrong and we probably tried to hide in the first place and then well everybody has their shortfalls and why are you being so un-australian in pointing that out to everybody and anyway you should be on our side and it is not our fault that we as staff are a bunch of grumpy militant unionists because we should not have to be professional and keep our chin up in the public eye and we should be able to blame someone else for the situation we find ourselves in even if it means the people paying our wages do not get a reasonable service and why should we accept any level of criticism about the way we carry ourselves as we are not interested in feedback of any kind for we do not see that there is any problem with the way we do our job and why are you not looking at someone else because we think there is an unfair scutiny of our operation and we just want you all to go away.....

edited for spelling.

[Mr Seatback 2]

Nike - was that response meant to be in response to my post?

Got lost trying to read your post - somewhat lacking in punctuation.

If it was - and I'm assuming it is - my response is as follows:

* What do you think Continental Airlines was classed as before Gordon Bethune's appointment as CEO? I can tell you this - the staff were WORSE than QF's and so was the operation. Read the book and I think you'll find very clear comparisons between the two!

* QF has it's faults, as well as grumpy staff - never said that it didn't. But look deeper and you may find the reasons behind these faults. Nothing is black and white in this industry, least of all QF. Demotivation, complacency, etc. are all endemic in an industry that is trying to pick itself up from what has been a terrible two years...a frequent one that I see at airports is under-resourced staff (all fair and well telling people to do a good days work - bit difficult if you don't give them the equipment/staff to do it properly!)

* I don't work for QF directly, but for a subsidiary. Either way, we're all tarred with the same brush aren't we, as all the other QF employees who do a great job? The compliments QF receive are a 3:1 ratio to complaints. If QF was as bad as it's been stated here, why then would we receive compliments? Sure, improvements can be made - but give them the chance to take effect.

* Sometimes the facade of keeping your 'chin up' slips. I didn't realise QF staff weren't meant to be human. Professional yes, but emotion/human nature is known to override professionalism on occasion. Qantas is not alone in this.

* I think you will find that the staff are more than willing to receive feedback. I believe strongly that it is in the upper echelons where you will find a distinct set of 'blinkers' to passenger feedback.

* Nike - have you ever worked for a company where your ideas are not listened to? Ideas that may improve customer service (at a cost, mind you)? Where everything you do is tied to costs at the end of the day - not the customer? Where your company waits for someone else to come up with better passenger services before they do anything (PTV's in Y class anyone - how LONG did it take for QF to install these?)

Qantas is a reactionary carrier - always has been, always will be. It's all fair and well being cost-conscious, but when it impacts on the customer (ie. recent changes to frequent flier system), who wears the wrath of the customer?

The staff. And no, it's not their job to be blamed for things way beyond their control (ie. changes in upgrade policy, etc).

Nike, if passengers yelled at you every day, every shift, I'm sure you wouldn't be a bundle of smiles either.

I suggest criticism should be aimed at the Geoff Dixon end of the spectrum - he who holds the purse strings and prevents innovation from entering his airline in any way, shape or form (well, until a competitor comes up with a market share winner - then we'll do it!)

[oicur12]

Mr Seatback.

SQ - one of the worlds most profitable airlines and yet one of the worst employers around.

SQ are using SARS to drive down wages and force un paid leave and then sack pilots and FA's despite using no paid leave to ensure this didnt happen.

More sackings coming in Sep.

SQ have proven that an employee is just a number that is to be manipulated by them at will - look at how Silk dealt with crew.

[Sheepdog]

Qantas supporters , please dont get upset because some is stating some facts. Instead be proactive and seek out the problems (if you are QF employees)and try and turn things around. I think it would be good job security.

I am a expat pilot and travel every month overseas. I will not travel Qantas due to the bad service. I travel SQ which the cattle class is equal to qantas business class ( except for the seating).

I recently traveled QF to Adelaide domestic and was battling to get a second cup of tea, then it was delivered with a look that if I order again I have my first born killed.

I would like to travel QF again and support our national carrier but they have to come a long way yet before I will be convinced.

[nike]

Mr seatback 2 - no my post was NOT in response to your post, in fact I shall now go and read your post as I hadn't prior to posting mine.

The lack of punctuation is representative of the impression I get from reading anti QF threads.

QF supporter's need to pause a moment and add in some coma's, periods and the like before they run off down the 'don't pick on me it's not our fault road'.

In fact your response to my post is a classic example.





OK Mr Seatback 2, I have now read your posts, not sure why you would think I posted mine in DIRECT reply to yours.....but thats not important anymore.

You are quite excitable and have obviously put alot of thought into your situation. Top notch.

Send a copy of Gordon Bethune's book to this Geoff Dixon guy, it sounds like a good read.

[Pete Conrad]

ABN Amro and Maquarie research advised investment folk today that SQ will be shortly in discussions with the federal government for open skies as well as advising of them a possible third entrant, that being SQ in some way shape or form.

No wind up intended here, just what was in ABC business section.

Could QF have a sniff off the SQ plans and be hurrying to try and thwart them?

[Mr Seatback 2]

Wouldn't surprise me...reactionary as ever, our dear QF.

Nike - love your work! Yes, I am quite excitable when it comes to people complaining about Qantas staff (not that you were) and blaming them for everything under the sun.

Some select, minority staff do deserve to be given a good flogging - but the majority of QF staff are great people, trying to do their best in the face of very anti-employee tactics at the 'Roo.

Fingers crossed that one day, the situation will improve and we'll have a board of management that recognises and appreciates the contributions that employees have made to improving QF's bottom line time and time again since privatisation.

[mid assist]

I work with Australian Airlines. I'm sure most of you all know, that we have started flying out of Sydney and Melbourne to Bali and Sabah. On those services i constantly recieve complaints about the the level of service they recieve from my parent company, and how it has declined over the past few years. I'm a big suppoter of Qantas, being an ex Qantas employee before joining the cabin crew ranks at AO.
My point is.... Qantas is and will remain a great airline.. It's staff are among the best in world, despite a few who let the team down. Staff are under alot of pressure and are being put through constant change. It would interesting to see how the staff react to a new subsidiary on the domestic market. hmmmmmmmm

I have question. Has anybody flown on AO?, if so what are your thoughts?

[cabin secure]

Anyone care to comment on this carrier being Impulse/Airconnex restructured with 737 in the fleet.

And what of those Cairns base Impulse rumours? Is that our AO domestic connection?

Serious comment and debate greatly appreciated.

:D

[Hudson]

Some might complain about the cabin service on Qantas on long haul flights - although on the few times I have travelled overseas on Qantas I saw no problems in that area. But I choose the White Rat when flying overseas because as a nervous pilot passenger I have total confidence in the competence, professionalism and flight safety ethos of the people running the sharp end. No loss of face dangers when it comes to operational decision making - just good old Australian pragmatism.
:O

[bush mechanics]

I think no mater what ,you need bums in seats to make money,Even if this means ,smilling and being nice to the fat,Drunken ass hole in row 12.Its all about being proffesional.Thats what you are being payed for!I have at times felt sorry for F/A on flights Ive been on.QF staff your issue are with your employer not the travelling public!!Never had any probs when flying Ansett

[Mr Seatback 2]

I couldn't agree anymore about the sentiments being expressed here...

You're right - the problem is with the company, not the passengers...but sadly, there are those who let the team down (couldn't have said it better mid assist).

Get them in every airline - Qantas is not alone in this regard (that however, does not excuse the behaviour of select individuals).

And what of Impulse/Airconnex getting the 737's??? AT least I believe that's what you're implying cabin secure - unless you mean Jetconnect the NZ subsidiary??? Interesting times ahead - me thinks, this will be where the low cost carrier will start from (they have an AOC, cost base that is now LESS than Virgin's and with refurbed 737's...it all makes sense).

The CNS rumour has been doing the rounds for at least a year...but then again...who knows??

Anyone heard anything different?

[cabin secure]

We know about the NZ Jetconnect.

Impulse/Qantaslinks ID's have a company name of Airconnex on them is my understanding.

A separate airline company perhaps???

[QF skywalker]

cabin secure,

Impulse/Qantaslink is known as " Airconnex ".

Jetconnect is our NZ friends.

[blueloo]

I have seen 2 QF skippers lose face to date. Unfortunately it does happen and they do chuck a nasty tantrum, what makes it worse is that 1 is in the training department. Luckily Safety of Pax was not in question over the incidents, just a 4 bar wearers pride.

Its Rather shocking seeing 50 year olds chuck tantrums. Now i know how my old man felt when i was in that early teenage and younger years stage.

[nike]

Probably one of the hardest things to do is to put one's personal thoughts to one side when in the public eye.

But thats the challenge......to put on a brave face.....even when you may believe you are not getting a fair go. Even when the guy in front of you may be an absolute w@nk3r and deserves 50,000 uppercuts.

This is the key. To be as professional as one can, or at least thats my interpretation of the situation.

To fight the battle on the correct front.

But it can be hard for sure...thats why I have total respect for those who I see trying their best in trying circumstances.

[apacau]

Just to say I have flown Australian and despite the times (4am arrival into CNS ex HKG) and a flight packed to the rafters - I was asked to transfer to QF128 with upgrade but insisted on staying on AO so I could try out the service - I enjoyed it throughly.

[RYAN TCAD]

One could assume that not even the upgrade on QF128 could have beaten the service you got in economy on AO!

The more people i speak to who are used to flying business or first class with QF to Asia or London, are now flying Emirates or JAL or if the account happens to be with QF, then making sure they fly BA on the share code basis when booking!

That says something...

Bo!

[flyboy6876]

I fly to Kalgoorlie fairly regularly on the early morning flight and have never had a problem with the aircrew. Always been courteous and as efficient as possible on a short flight. However, the staffing at the check in desks leaves an awful lot to be desired.

Checking in yesterday morning, there must have been 400 people in the queue with only 2 check in people. It took well over 50 minutes to get through the queue, bearing in mind that most of these 400 odd passengers have little or no luggage, simply because there were insufficient staff to get them through. At the same time there were 2 check in staff at the first / business class check in and 3 checking in the stupid twits who were running late for their aircraft. Those passengers who got the airport early and did the right thing, were left to suffer. This is the busiest period for Qantas in Perth - why the devil can't they put on more staff for the couple of hours in the morning:*

[amos2]

I really don't know why we are having this conversation!

From the time one checks in with Qantas, to the time one checks off with Qantas, the service is lousy!

I mean, who would dispute that?

[The_Equaliser]

QANTAS like any major, in terms of pax carried, airline has its share of problems and legitimate complaints. This article however has no credibility. What is the source of these complaints, were they factually verified(flights, dates, tickets etc) and did QANTAS have a right of reply prior to publishing. The one issue that raises my suspicion is the alleged flight out of LAX where the business class service was foregone. Anyone knows that this is a standard route where the whole crew is briefed on the order of service, and yet the whole lot of them just pissed it off. Give me a break!!!! I have not ever seen such an occurrence.

[Fission]

It costs ten times more to attract a new customer than it does to keep one..

I have flown with Q twice. Now I make sure that I fly with someone who has polite staff - Cost is sometimes a little more expensive, sometimes a little less..

The staff interaction at the customer level is the most important item that people take away with them. Sadly the goons in the management towers have forgotton this and so the whole company will continue to suffer...

Fizz

[Wonderworld]

Just did a Sydney to Brisbane flight on QF25 last Tuesday in business class. I honestly could not fault the service. The CSM came around in flight and introduced himself to all the pax in the business class cection. He pointed out points of interest leaving Sydney and landing in Brisbane. Even got a nice omelette for breakfast and the cabin crew serving were great.

[Bendy]

How do you compare the service on Q with the service on DJ?????

DJ don't provide cabin service, they are a "No Frills" airline. So they are great looking young girls but what the hell is all this nonsense????

Friend of mine travelled VB with small daughter (18months) on a typically full 737. She needed to answer a call of nature. Needing assistance from the FA's to hold her daughter, she had to press the call button 3 times to get the pretty young things out from where they were hiding. She was then told that they would be "right back". Another 10 minutes passed, another call button and another promise. She finally asked the "guest" in the next seat to hold her and went to relieve herself.

Needless to say, that was the first and last time she was Mr Godfreys guest.

You can't complain about Virgin's service - THERE ISN'T ANY and I don't recall a poll in the SMH (or come to think of it anybody in our "free" media) running a poll on bad VB experiences.

Don't confuse pretty young things with people giving service.

Yes, Qantas have to do business better. Yes, I do have a vested interest, just as some of the other contributors to this thread have. There are always 2 sides to every story.

Dons crash helmet and resumes fetal position

[Cactus Jack]

At last, rationality.

No need for fetal position Bendy. You are exactly right. I'm sick and tired of the whingers on this and other threads, who preach hypocrasy.

Joe public wants service? Then it does come at a cost. Want none? Fly VB.... Simple and logical.

BTW. They should change their name to FERAL Airlines, given the types that they fly.

[Northern Chique]

*goes and stands in GG the charming prunettes corner*

I am now in another profession where an ill informed descison can easily take someones life... or at least substantially increase the pain. I sometimes appear a little idealistic, but I like many others have seen the worst life has to offer, so tell me... what is so wrong with sitting a while longer without a drink?

Bet it would be a turnaround if you smiled, spoke to the person by name and gave the guy or gal (who has probably put up with heaps already today and has the day from hell just like you) a huge grin and wished them a pleasant flight.

Did you ever ask what you could do for them? I did once and the reception I recieved was purely remarkable. All most people would like is to be acknowleged.