Quantas Check in
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Quantas Check in
OK so my 80 year old mother was travelling with singapore Airlines but the Perth checkin staff were all Qantas.
Having stood in a queue for 30 mins we finally got to the check in and I immediately informed them my mother was booked on assisted passage. She then informed the woman behind the counter that she couldn't stand for long or walk too far. This went straight over the checkin womans head and we stood there while we went through the usual routine. My mother asked if the diabetic meals were organised......Yes, Was an aisle seat arranged......Yes, Was it close to the toilets......No. When my mother pointed out that she didn't walk too well and needed to be close to the toilet the simple response was you're not far from a toilet anywhere on the plane. Ok so on with the routine we get to the sharp objects part so of course my mother declares the hypodermic for her insulin (she was booked for diabetic meals). "Have you got a letter from your doctor" came the question. "no but I have a list of medications from him" was the reply. Now bear in mind this woman has already been informed my mother can't walk far, We were ordered to follow her to the customer service desk and off she marched. When we got there with me supporting her all the way they were having a group meeting about it and as I pointed out they had brought her here with it. I was told they had to check Singapore's policy on this. It wasn't until I invited them to confiscate them and see how Singapore dealt with a diabetic coma that they decided it was OK. I was then invited to bring my mother back at 14:50, an hour later. At least they volunteered a wheelchair at this point.
We returned at the allotted time only to be told to wait in a seating area. after 20 mins I had to complain about the wait only to be told we would "just have to wait" the reason I was given was that they didn't start dealing with this till 15:00 so I asked why we were told to be there at 14:50 "well you have to be in the area" so I asked why they hadn't started dealing with us at 15:00 and was told they were dealing with an incoming flight. It didn't go down too well when I pointed out that if they knew a flight was coming in and that the staff would be dealing with that why get us there early, I just got the "you'll just have to wait" line again. Am I missing something on the topic of forward planning?
Anyway when they finally turned up they just got on with it so I collared one of the staff and asked for a manager, instead of getting one he asked why so I started to tell him. This I thought was the best of the lot, He interrupted me and pointed out that they were dealing with an incoming flight to which I started to tell him I knew and he asked me to let him finish. I pointed out that I was the one who had been interupted and he could have his say when I had finished. after I had said my piece he apologised and I didn't let him get any further by interupting and pointing out that someone should have done that long ago. I then got on with getting my mother on her flight.
OK so rant over, the question is, is this the norm? do we really treat people like this everyday? surely if a person is on assisted passage they should be taken care of. Or is this just Qantas, or just Qantas Perth?
Having stood in a queue for 30 mins we finally got to the check in and I immediately informed them my mother was booked on assisted passage. She then informed the woman behind the counter that she couldn't stand for long or walk too far. This went straight over the checkin womans head and we stood there while we went through the usual routine. My mother asked if the diabetic meals were organised......Yes, Was an aisle seat arranged......Yes, Was it close to the toilets......No. When my mother pointed out that she didn't walk too well and needed to be close to the toilet the simple response was you're not far from a toilet anywhere on the plane. Ok so on with the routine we get to the sharp objects part so of course my mother declares the hypodermic for her insulin (she was booked for diabetic meals). "Have you got a letter from your doctor" came the question. "no but I have a list of medications from him" was the reply. Now bear in mind this woman has already been informed my mother can't walk far, We were ordered to follow her to the customer service desk and off she marched. When we got there with me supporting her all the way they were having a group meeting about it and as I pointed out they had brought her here with it. I was told they had to check Singapore's policy on this. It wasn't until I invited them to confiscate them and see how Singapore dealt with a diabetic coma that they decided it was OK. I was then invited to bring my mother back at 14:50, an hour later. At least they volunteered a wheelchair at this point.
We returned at the allotted time only to be told to wait in a seating area. after 20 mins I had to complain about the wait only to be told we would "just have to wait" the reason I was given was that they didn't start dealing with this till 15:00 so I asked why we were told to be there at 14:50 "well you have to be in the area" so I asked why they hadn't started dealing with us at 15:00 and was told they were dealing with an incoming flight. It didn't go down too well when I pointed out that if they knew a flight was coming in and that the staff would be dealing with that why get us there early, I just got the "you'll just have to wait" line again. Am I missing something on the topic of forward planning?
Anyway when they finally turned up they just got on with it so I collared one of the staff and asked for a manager, instead of getting one he asked why so I started to tell him. This I thought was the best of the lot, He interrupted me and pointed out that they were dealing with an incoming flight to which I started to tell him I knew and he asked me to let him finish. I pointed out that I was the one who had been interupted and he could have his say when I had finished. after I had said my piece he apologised and I didn't let him get any further by interupting and pointing out that someone should have done that long ago. I then got on with getting my mother on her flight.
OK so rant over, the question is, is this the norm? do we really treat people like this everyday? surely if a person is on assisted passage they should be taken care of. Or is this just Qantas, or just Qantas Perth?
it's a bad service experience, and i do believe qantas has a way to go in the service dept but that's my personal opinion, these sorts of things happen in every airline or any other service industry for that matter from time to time, best thing to do is
a) don't fly again with them (bit hard i guess)
b) let them know what the problem was
a) don't fly again with them (bit hard i guess)
b) let them know what the problem was
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What were Qantas staff doing checking in SQ passengers ? Singapore Airlines have their own staff at Perth Airport - never been any different. 
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Hey Wiskery,
travelled on SQ 5 times this year, check in is Q, Baggage is Q, limited staff of SQ (6??) around in lounge and support.
Never had a problem with the service, J class though, might make a little difference.
Even got a PPS, which is a larf after 10 yrs with them!!!!
C YA
travelled on SQ 5 times this year, check in is Q, Baggage is Q, limited staff of SQ (6??) around in lounge and support.
Never had a problem with the service, J class though, might make a little difference.
Even got a PPS, which is a larf after 10 yrs with them!!!!
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I think what he meant is "There's no "U" in Qantas." which I like so much I'm now adopting it as my official trademark catch-phrase.
Anyway, why don't you hit us with Part II of the sad story..... what happened when the ground staff, having done their worst, hand-balled your granny to the "smiling" cabin crue.
Gonna's 80yo granny: "My what a lovely aeroplane you have, Dear..."
Boiler Quantas Hosty: "Siddown young lady and don't even THINK of pressing that call button..."
Anyway, why don't you hit us with Part II of the sad story..... what happened when the ground staff, having done their worst, hand-balled your granny to the "smiling" cabin crue.
Gonna's 80yo granny: "My what a lovely aeroplane you have, Dear..."
Boiler Quantas Hosty: "Siddown young lady and don't even THINK of pressing that call button..."
Cornholyo you twit, pay attention! She was flying SQ, so why would there be a QF boiler on board? Try to keep up with the grown ups.
Gunner the measure of staff and the system they work in is how they handle the unusual, out of the norm situations and also how they resolve customer complaints.
It always amazes me when you strike a situation that must happen every day only to find you are treated as though this has never happened before. A passenger with an insulin kit and needle! This MUST happen daily surely? To have to ask what the SQ policy is (let her stay conscious or go for the coma, easier to handle) regarding a hypodermic needle shows poor training. QF handle SQ every day don't they?
As far as getting you to the gate (?) early that is simply crowd control, they do lose a lot of people in duty free shops and cafes so they wanted you in sight and available for them to board when they had prepped the aircraft.
It all comes down to communication. If you had been told their cunning plan and what would happen approximately when I am sure you would have been a much happier camper. Would you agree?
Gunner the measure of staff and the system they work in is how they handle the unusual, out of the norm situations and also how they resolve customer complaints.
It always amazes me when you strike a situation that must happen every day only to find you are treated as though this has never happened before. A passenger with an insulin kit and needle! This MUST happen daily surely? To have to ask what the SQ policy is (let her stay conscious or go for the coma, easier to handle) regarding a hypodermic needle shows poor training. QF handle SQ every day don't they?
As far as getting you to the gate (?) early that is simply crowd control, they do lose a lot of people in duty free shops and cafes so they wanted you in sight and available for them to board when they had prepped the aircraft.
It all comes down to communication. If you had been told their cunning plan and what would happen approximately when I am sure you would have been a much happier camper. Would you agree?
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Gunner
There a few issues here mate, most of which relate to the initial booking.
1/. An SSR requesting meet and assist should have been loaded into the system at the time of booking. This will alert the ground handlers (Rat or otherwise) that there is a special needs PSGR inbound. Obviously the DBML was loaded correctly, so that is good. The correct format is MAAS, and loading an OTHS SSR or an OSI SQ CKIN will not push the right buttons and immediately cause an oversight of the special needs.
2/. Passengers travelling with sharps (ie: the necessary hypodermics to keep Mum well) need to carry a copy of the prescription. This is SOP, and if the correct information is not relayed to the airline at the correct time the whole thing is bound to go pear shaped. Simple as that, but without some rule waiving she could have been legitimately denied boarding.
3/. A call should have been made to SQ Sales requesting access to the J Class/PPS counter. In my experience, SQ are very accommodating.
4/. Immediate contact with their sales desk at the airport would have found the SQ Airport duty manager and short circuited the process nicely.
If the system is to work properly for you Gunner, then the groundwork needs to be done with some care in advance.
I would very much like to inspect the PNR to see what was loaded and what wasnt, and to know where it was booked.
You were not advised at point of sale of some very important procedural information.
Generally we have little or no problems with special needs passengers, because they are fully armed with the correct information before they hit the airport.
I wouldn't go shooting Rat checkin just yet, even though they may have been able to go an extra yard or so.
Best regards
EWL
There a few issues here mate, most of which relate to the initial booking.
1/. An SSR requesting meet and assist should have been loaded into the system at the time of booking. This will alert the ground handlers (Rat or otherwise) that there is a special needs PSGR inbound. Obviously the DBML was loaded correctly, so that is good. The correct format is MAAS, and loading an OTHS SSR or an OSI SQ CKIN will not push the right buttons and immediately cause an oversight of the special needs.
2/. Passengers travelling with sharps (ie: the necessary hypodermics to keep Mum well) need to carry a copy of the prescription. This is SOP, and if the correct information is not relayed to the airline at the correct time the whole thing is bound to go pear shaped. Simple as that, but without some rule waiving she could have been legitimately denied boarding.
3/. A call should have been made to SQ Sales requesting access to the J Class/PPS counter. In my experience, SQ are very accommodating.
4/. Immediate contact with their sales desk at the airport would have found the SQ Airport duty manager and short circuited the process nicely.
If the system is to work properly for you Gunner, then the groundwork needs to be done with some care in advance.
I would very much like to inspect the PNR to see what was loaded and what wasnt, and to know where it was booked.
You were not advised at point of sale of some very important procedural information.
Generally we have little or no problems with special needs passengers, because they are fully armed with the correct information before they hit the airport.
I wouldn't go shooting Rat checkin just yet, even though they may have been able to go an extra yard or so.
Best regards
EWL
Evertonian
Hey if we're going to be picky...it's Q.A.N.T.A.S....
Gunner I'd have gone straight to the SQ station manager. When we handled them at Tulla, we'd be hearing about an incident like this for months! In my years, there has been only one manager that had my utmost respect due to his commitment to the passenger, staff and general public. He was the SQ manager and I quote examples of his leadership constantly. I don't imagine that they are all like him, but you usually get results from the carrier rather than the GHA.
Gunner I'd have gone straight to the SQ station manager. When we handled them at Tulla, we'd be hearing about an incident like this for months! In my years, there has been only one manager that had my utmost respect due to his commitment to the passenger, staff and general public. He was the SQ manager and I quote examples of his leadership constantly. I don't imagine that they are all like him, but you usually get results from the carrier rather than the GHA.
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Gunner,
For what its worth, you're case of bad CRM (Customer relationship managemet) is already having an effect, by its' very post here on pprune , anyone who reads this is going to have second thoughts.
That is not something QF want, I work in CRM -of sorts (blah blah, touchey feely, make em happy so the come back again rubbish stuff) and this is exactly the thing the want to avoid repeating.
They will barely compensate you for this, they just want to know where they went wrong (like firing the nazi checkin clerk who showed no initiative - sure 80 year olds hijack airliners all the time).
I suggest you make a stink, and a large one if you can manage it, the louder you call foul , the sooner you will be heard, being polite about it in this climate will ensure that you get ignored.
if every one made a complaint (written) abou shoddy treatement, then they would have to deal with it. Otherwise no one knows ??
thats what CRM is all about
cheers
7gcbc
For what its worth, you're case of bad CRM (Customer relationship managemet) is already having an effect, by its' very post here on pprune , anyone who reads this is going to have second thoughts.
That is not something QF want, I work in CRM -of sorts (blah blah, touchey feely, make em happy so the come back again rubbish stuff) and this is exactly the thing the want to avoid repeating.
They will barely compensate you for this, they just want to know where they went wrong (like firing the nazi checkin clerk who showed no initiative - sure 80 year olds hijack airliners all the time).
I suggest you make a stink, and a large one if you can manage it, the louder you call foul , the sooner you will be heard, being polite about it in this climate will ensure that you get ignored.
if every one made a complaint (written) abou shoddy treatement, then they would have to deal with it. Otherwise no one knows ??
thats what CRM is all about
cheers
7gcbc
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CRM has already been blown into such a fragmented pussy-whipped concept by pen-pushers, tree-huggers and do-gooders, must the ground-pounders bastardise it further with "customer" (passenger) related definitions?????? 
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you think thats bad!
Last month, I checked in to LAX with my wife who is pregnant but within all relevant guidelines (had medical certificate but never checked etc).
LAX check-in is handled by American Airlines. Despite flying economy I was able to use the first class check-in and lounge due to FF status.
Seats had been allocated in advance and confirmed the day before along with ensuring the request for the 3rd seat to be blocked if at all possible (load factors etc understood).
At check-in got the bum's rush from AA counter staff which ended in the wonderful statement:
"Well, I didn't get your wife pregnant!"
First class lounge staff eventually resolved the issue and relocated us to the rear of the aircraft but at least we got 3 seats. Load factor was around 90% so shuffling was possible and was seen to be happening.
Flat champagne in lounge just about managed to reduce steam coming out of my ears.
Despite checking in some 4 hours early, QF duty manager refused to visit me in lounge and was told to go to find him/her at the gate.
Normal inflight visit from CSD did not happen (wonder why!).
Remainder of service satisfactory.
Wrote to QF customer service and got an A4 of platitudes and guff with the final use of my name being totally wrong! Must have been a cut/paste job to get it so wrong.
The moral of the story? Throw away the frequent flyer points as you'll never find availability when you want. Funny how I could not get seats on the flights requested but there was certainly availability (usual excuses apply).
Next time? My experience is that the ground side privilleges are worthless compared to the long flight so I'll be looking at the competitors far more closely from now on.
LAX check-in is handled by American Airlines. Despite flying economy I was able to use the first class check-in and lounge due to FF status.
Seats had been allocated in advance and confirmed the day before along with ensuring the request for the 3rd seat to be blocked if at all possible (load factors etc understood).
At check-in got the bum's rush from AA counter staff which ended in the wonderful statement:
"Well, I didn't get your wife pregnant!"
First class lounge staff eventually resolved the issue and relocated us to the rear of the aircraft but at least we got 3 seats. Load factor was around 90% so shuffling was possible and was seen to be happening.
Flat champagne in lounge just about managed to reduce steam coming out of my ears.
Despite checking in some 4 hours early, QF duty manager refused to visit me in lounge and was told to go to find him/her at the gate.
Normal inflight visit from CSD did not happen (wonder why!).
Remainder of service satisfactory.
Wrote to QF customer service and got an A4 of platitudes and guff with the final use of my name being totally wrong! Must have been a cut/paste job to get it so wrong.
The moral of the story? Throw away the frequent flyer points as you'll never find availability when you want. Funny how I could not get seats on the flights requested but there was certainly availability (usual excuses apply).
Next time? My experience is that the ground side privilleges are worthless compared to the long flight so I'll be looking at the competitors far more closely from now on.
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Pug
LAX checkin is not necessarily a good representation of any airline's general standard.
I have had several problems with QF there, personally and with clients and all involving one certain bitch of Japanese origon who is a supervisor and little more than life support for a vagina.
I will avoid the problems I had personally, but 6 months later I had a client call me from checkin on his mobile saying there was not record of him on the aeroplane.
I checked his PNR and sure enough, there was the booking complete with "direct conect" answer back from QF.
I asked if she was in the check-in system - she was. I advised her to log out and go into QUBE res (as it was then) and was told why should I do that? After a little bit of relating her recent and family history she did so. Retrieved the booking, and client was given a boarding pass.
They are just plain dopey there, as most service related staff in California seem to be.
Go to Nevada, get service.
Bottom line with this one though is make sure the airline has a full load of the information needed to make the client's trip simple and enjoyable. If the Agent is not passing on the right information, which is the case with many of them, and most fright Centres - lose them and find a better and more reliable agent, or book with the airline direct.
Then you KNOW you have the right to get on your high horse if it goes sour.
Please also note that the first line of defence for some airline staff is to blame the agent if they are cornered. Unfortunately in many cases this is a good call, but it has become too easy and is overused.
Best all
EWL
LAX checkin is not necessarily a good representation of any airline's general standard.
I have had several problems with QF there, personally and with clients and all involving one certain bitch of Japanese origon who is a supervisor and little more than life support for a vagina.
I will avoid the problems I had personally, but 6 months later I had a client call me from checkin on his mobile saying there was not record of him on the aeroplane.
I checked his PNR and sure enough, there was the booking complete with "direct conect" answer back from QF.
I asked if she was in the check-in system - she was. I advised her to log out and go into QUBE res (as it was then) and was told why should I do that? After a little bit of relating her recent and family history she did so. Retrieved the booking, and client was given a boarding pass.
They are just plain dopey there, as most service related staff in California seem to be.
Go to Nevada, get service.
Bottom line with this one though is make sure the airline has a full load of the information needed to make the client's trip simple and enjoyable. If the Agent is not passing on the right information, which is the case with many of them, and most fright Centres - lose them and find a better and more reliable agent, or book with the airline direct.
Then you KNOW you have the right to get on your high horse if it goes sour.
Please also note that the first line of defence for some airline staff is to blame the agent if they are cornered. Unfortunately in many cases this is a good call, but it has become too easy and is overused.
Best all
EWL
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EWL
Thanks for the comments.
I booked directly with QF and made multiple checks with them before departing both legs to ensure all was ok. Jumped all the hoops regarding travelling with a pregnant passenger and still problems.
QF had cancelled the orginal booking and put us on a flight 12 hours later but offered us no compensation despite it affecting our travel plans significantly.
You are right about service in Nevada. When we checked into American West, we received excellent service and had our bags checked through to Sydney from Las Vegas. It was quite suprising to come across someone who gave a sh$t about his job and worked to make our travel more convenient.
The most insulting bit was the brush off from QF when I wrote to them afterwards.
My revenue, their loss.
Cheers
Thanks for the comments.
I booked directly with QF and made multiple checks with them before departing both legs to ensure all was ok. Jumped all the hoops regarding travelling with a pregnant passenger and still problems.
QF had cancelled the orginal booking and put us on a flight 12 hours later but offered us no compensation despite it affecting our travel plans significantly.
You are right about service in Nevada. When we checked into American West, we received excellent service and had our bags checked through to Sydney from Las Vegas. It was quite suprising to come across someone who gave a sh$t about his job and worked to make our travel more convenient.
The most insulting bit was the brush off from QF when I wrote to them afterwards.
My revenue, their loss.
Cheers
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blue loo - I am pleased I gave you a giggle, but unfortunately it is true.
Pug - find a long standing Travel Agent who knows how to drive the systems.
Unfortunately "Quickres" systems have robbed most res staff in all airlines, apart from the old heads who still prefer working in what is known as "the black hole" of any intelligence regarding unusual, or non standard requests.
What you required was not really unusual, however ther probably was not a totally suitable Quickres button to ensure all your mum's needs were carried through to the GHA.
Best regards
EWL
Pug - find a long standing Travel Agent who knows how to drive the systems.
Unfortunately "Quickres" systems have robbed most res staff in all airlines, apart from the old heads who still prefer working in what is known as "the black hole" of any intelligence regarding unusual, or non standard requests.
What you required was not really unusual, however ther probably was not a totally suitable Quickres button to ensure all your mum's needs were carried through to the GHA.
Best regards
EWL
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Check in of pax needing assistance
Just a quick question for any QF ground staff.
What is the procedure for checking in pax requiring wheel chair assistance for domestic flights?
My reason for asking is that today my elderly mother-in law flew down from Brisbane for Christmas. Apparently the check in Q was huge. Took her 40 min to reach the front. At check in she was told....I see you need wheel chair assistace.... you should have come to the head of the Q. M-I-L asked me what she should do in future, because despite her discomfort didnt want to push in.
Just a Q not a whinge..........
What is the procedure for checking in pax requiring wheel chair assistance for domestic flights?
My reason for asking is that today my elderly mother-in law flew down from Brisbane for Christmas. Apparently the check in Q was huge. Took her 40 min to reach the front. At check in she was told....I see you need wheel chair assistace.... you should have come to the head of the Q. M-I-L asked me what she should do in future, because despite her discomfort didnt want to push in.
Just a Q not a whinge..........
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Sorry it's took me so long to get back to this.
A couple of points. first this was a return journey and everything was great on the way out. So they should have no excuse for getting it wrong.
The second point is a bit more detailed, I can't complain too loudly as there could be retribution. You see one of the most akward aspects of this complaint was having to do so with one hand in my pocket all the time. You see I wear my ID cards on one of those spring retractable things and I hadn't got changed after leaving work to take my mother to the airport. The thing was I didn't think my complaint would have been well recieved had the guy seen my ASIC card and Qantas swipe card. I work fairly regularly at the airport maintaining Qantas equipment and if I got someone into any trouble it would be very easy for them to return the favour even if it was unfounded.
However it was such bad service that I just couldn't keep my mouth shut on the day. I must admit though it was made worse by an elderly chap who was also waiting who constantly was making jokes about having been left behind or forgotten about.
A couple of points. first this was a return journey and everything was great on the way out. So they should have no excuse for getting it wrong.
The second point is a bit more detailed, I can't complain too loudly as there could be retribution. You see one of the most akward aspects of this complaint was having to do so with one hand in my pocket all the time. You see I wear my ID cards on one of those spring retractable things and I hadn't got changed after leaving work to take my mother to the airport. The thing was I didn't think my complaint would have been well recieved had the guy seen my ASIC card and Qantas swipe card. I work fairly regularly at the airport maintaining Qantas equipment and if I got someone into any trouble it would be very easy for them to return the favour even if it was unfounded.
However it was such bad service that I just couldn't keep my mouth shut on the day. I must admit though it was made worse by an elderly chap who was also waiting who constantly was making jokes about having been left behind or forgotten about.
