Jetstar service?
Thread Starter
Jetstar service?
Seen this?
------------------------------------------
A funny thing happened on the way to the airport today, I was reminded of that old fashioned concept – service.
You see our long awaited holiday departure date had finally arrived, but unfortunately mother nature stepped in – disguised as fog, and put paid to our departure time. Not much anyone can do about that, so we wait until it clears.
Three hours later we board the aircraft and are on our way. In order to keep the good name of the airline untarnished, and as a gesture of good will to the paying customers, the Captain came over the intercom and told us that today, the drinks were on the airline.
Oh I shall never forget that feeling of goodwill, as it promised to shape the way I would think of air travel from that time on. A compassionate captain providing a wonderful gesture to those tired and frustrated passengers who just wanted to get their holiday underway.
There is an old saying – there is nothing like good service, and unfortunately Jet Star provides nothing like good service. You see the story I have just related occurred in 1979 whilst flying Qantas. Ever since then (despite the shift from customer focus to shareholder focus) I have been a loyal Qantas passenger. Qantas can thank that particular Captain for my many Qantas miles and therefore many Qantas dollars!
Jet Star on the other hand has provided me with a travel memory that I will never forget, and remind me each time I travel to fly any other airline but theirs. Allow me to hit the high points.
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because I don’t like their philosophy, the lack of seating arrangements, the lack off express check in, and the ‘user pays for everything’ approach.
So with those many Qantas miles I had accumulated over the years, came many Qantas Frequent flier points, which I chose to redeem (on flights suitably picked by the airline to be as inconvenient as possible for the traveller) for a couple of tickets from Melbourne to Cairns.
As a loyal Qantas passenger (remember never wanting to fly Jetstar – Oh, I have a confession to make. During those times that Qantas flights weren’t available or didn’t suit, I fly Virgin, because you might remember that I never wanted to fly Jetstar), I logged into the Qantas web site, put in my Qantas frequent flyer number and finally managed to book two seats (plus an 18 month old toddler). I diligently printed off my itinerary (complete with Qantas logo) confirmed the flights (QF flight numbers) and waited for the day to leave. Yippee, a holiday at last!
Now at this place in the story, I should point out that I have excellent eyesight, but managed to overlook the small print of that dreaded word ‘Jetstar’, which in fairness to the company, did appear in small font below my Qantas flight number on my Qantas letterhead that I had printed off from the Qantas web site. I only noticed this however, when I arrived at the Qantas club check-in (you know the ones, usually have small queues and they give you those silly little ‘express luggage’ tags – oh and when I say ‘give’ I mean ‘trade’ for that $700 annual membership), quoted my QF (that’s airline talk for Qantas Flight) flight number and was told that the flight was with Jetstar. Disappointment turned to despair when I looked over at the Jetstar counter to see a line as long as I’ve ever seen.
Check-in didn’t proceed as well as one would have hoped. Despite the departure screen informing the travelling throngs that QF5896 (sorry that should be JQ7896) was scheduled to leave at 0945, the fog in Melbourne was saying otherwise. After about 30 minutes in the queue, I arrived at the counter, presented myself, my pregnant wife and 18 month old son, only to be told that the flight was delayed until 1525, oh and by the way “I’ve added your baby onto your ticket, because he wasn’t on the initial booking”. But wait, I know he was. “Sometimes this information doesn’t come through”. Fair enough, not all that info you type in needs to get to them, they send it to a central area where a real person disregards a lot of the ‘useless’ info.
Upon enquiring why I hadn’t been called about the delay – I was told that Flight Centre should have called me (strange, I booked via the internet) “Well it is Qantas’ responsibility to call.”
It seemed a little strange that the fog was delaying our departure until 1325, when the Sunshine coast service (and I use the term ‘service’ loosely) was only going to be delayed until the fog cleared.
I was intrigued to hear one passenger later tell the other disgruntled passengers, that in fact she had been told when she arrived, that the flight was rescheduled from the original 0945 departure time to the 1325 departure time the previous day, because of scheduled aircraft maintenance; but I digress, more on disgruntled passengers later…
Back to the check-in counter. With nothing else to do, I passed over our bags and tried to figure out how to kill four hours with a toddler and pregnant wife in a busy airport.
Thankfully the Jetstar check in man had given us some vouchers for food, which would tide us over. It wasn’t until I went to redeem them that I realised that toddlers need to eat as well (how forgetful of me, first I forget to put him on the booking and now this – I hope no one from DOCS reads this!), fortunately the two $8 vouchers were enough to buy two stale sandwiches and leave us $4 dollars to buy one drink (they cost a bit more than that by the way).
Luckily for us, we managed to contact a friend who was kind enough to pick us up and allow us to spend some time at his house (babies needing sleep and all that).
So around 1 pm I called the Jetstar number (oh, if you ever need to find it, don’t look on the ticket because it’s not there) only to be greeted by a service representative who takes no lip, but does accept key tones. Another point to note here is that if you use one of the functions of the ‘service’ (loosely used again) and then want to go back to another – oh I don’t know why – maybe to speak to someone, you can’t. The little voice says thankyou and hangs up). Another tip for the uninitiated, don’t use the Telstra call connect service for this, because when Jetstar hangs up on you, you can’t look at the ticket to get the number (come on keep up - remember it’s not there) So always write the number down and then you can call back without having to go through Telstra again.
The little voice told me that the flight was departing at 5.25pm. I was sure that couldn’t be correct, maybe the voice is wrong; perhaps I had better ask a real person. Now which key do I press to get a real person (Slow learner –see note above). Call back and speak to real person. The flight is leaving at 3.25. Excellent. “Oh and buy the way, why didn’t anyone call me to tell me the flight was delayed?”
“I’m very sorry Qantas should have done that”
“Will they call me if there are any more delays?”
“Probably not, perhaps you should call before you leave for the airport”
Here is a time saving tip for travellers – save a few seconds when you book your flight by not bothering to put in your CONTACT details, they don’t really need them anyway, contact to an airline probably still refers to the art of swinging a prop.
OK, where were we? Oh yes that right – check before you leave. So 10 mins after my initial few calls (remember you need to make a few) I called back and spoke to a real person. It seems the flight is delayed until 5.25pm. I checked my mobile – yes it was still on, and no silly, it wasn’t on silent- seems like I must have been overlooked again.
When we finally arrive at the airport we make our way to the gate only to see the aircraft leave, oh don’t fret, that one isn’t ours; ours is delayed until 6.15pm (phone is still on). Another tip here, always have a friend who lives in the same town/city as the airport and who can pick you up – could you imagine having to wait in the airport ALL day (well not technically ‘all day’ only 10 hours) because of delays. It would probably make you pretty angry and if you had kids, make them unruly. Lucky you have that $7 stale sandwich and that one-dollar drink (note comment above about drinks costing more than $1).
O.K, we finally board. Horay! Take off is uneventful and we settle into the cruise. The captain turns off the seat belt sign, which allows the cabin staff to leave their seats and congregate around the toilets talking about how they were called in from standby because of the previous crew running out of hours.
Now dear reader, if you can remember the very start of this tirade, you might recall that captain, who saved the airlines good name and offered his passengers a free drink – after all they had waited around for three hours and were pretty annoyed (an other point here – anyone who knows anything about flying understands that fog is fog and it is not the airlines fault that they are delayed – but some people don’t and will blame the airline – thus the brilliance of the Qantas captain; give ‘em a drink, they’ll be happy and they’ll fly with us again).
In this case however it was more than three hours (about ten but who’s counting) and it wasn’t only fog but maintenance (I know aircraft fall out of the sky if they aren’t looked after), but one might expect some action to go along with the shallow “we’re sorry for the delay”
After the staff had rested from the arduous takeoff, they walked through the aisle and offered us a drink (at the going rate of $6 for a beer). Some people who had thought they would be on the flight much earlier and foolishly hadn’t eaten dinner ($7 dollar sandwiches taste pretty good after hanging out in an airport all day) thought they would buy some overpriced under whelming food to keep them going on the flight.
Now I interrupt this tirade to make a point to airline staff, if you are going to offer food, it is a good idea that you ACTUALLY have the food to offer. You see food is like baggage when it comes to flying – we generally like our bags and food to be on the same flight that we are. You can have that tip for nothing.
Now I know that Jetstar is only a new airline, but even babies know how to moderate their core temperature. Another tip here staff members, if you see kids taking off their clothes, and you hear people saying how hot it is – you might actually want to do something about it. I wouldn’t wait until one of those annoyed customers has something else to complain about by having to ask you to turn the cabin temp down. You don’t even need to bother the captain; you have a little button on the touch screen on the front bulkhead that can do it for you.
Now here is a final tip on customer service. I know people often complain and want to feel like their special (especially those annoying customers that are in some crazy way that I don’t fully understand (I’m not college educated) paying your wages), but when you see the beginning of a mutiny on your hands, you might like to actually DO something about it (remember an empty ‘sorry’ only goes so far). I know the signs are sometimes subtle – maybe taking the form of a lady starting a partition and having virtually EVERY passenger sign it during the flight) but with practice you will recognise these signs.
From the mutterings I listened to in my many walks up and down the aisle following a sleep deprived child, I heard a number of people say things along the lines of ‘and they won’t even give us a free drink, well I will never fly Jetstar again’. I know that many of them will buckle and fly Jetstar again, but many won’t, and most will tell their friends about this money hungry airline, which will eventually cost more than 150 free drinks.
I wish now that in 1979 I had taken note of the Captains name, because I’m sure he would like to know how his simple gesture (costing the company very little) has earned them untold amounts of not only good will but custom, and I’d like to point him in the direction of Jetstar management, so he could give them a little lesson on the forgotten art of customer Service.
Have I complained to Jetstar – no, what’s the point? They can’t give me the lost day of my holiday, and even if they did offer me a free flight (highly unlikely) I wouldn’t take it, as I have said, I never want to fly Jetstar again. Instead, I’ll do the next best thing. I hope lots of people read this diatribe and think twice about using Jetstar, until the company realises that even with cheap seats, people want to be treated like people and not cattle. Service doesn’t really cost that much.
P.S. I hope someone form Jetstar has read this entire letter, and it has taken a number of minutes out of their day, minutes they could have been spending on a holiday. If they have, and they feel annoyed at the waste of time – I’m sorry (but I promise to by you a free drink).
Cheers!
------------------------------------------
A funny thing happened on the way to the airport today, I was reminded of that old fashioned concept – service.
You see our long awaited holiday departure date had finally arrived, but unfortunately mother nature stepped in – disguised as fog, and put paid to our departure time. Not much anyone can do about that, so we wait until it clears.
Three hours later we board the aircraft and are on our way. In order to keep the good name of the airline untarnished, and as a gesture of good will to the paying customers, the Captain came over the intercom and told us that today, the drinks were on the airline.
Oh I shall never forget that feeling of goodwill, as it promised to shape the way I would think of air travel from that time on. A compassionate captain providing a wonderful gesture to those tired and frustrated passengers who just wanted to get their holiday underway.
There is an old saying – there is nothing like good service, and unfortunately Jet Star provides nothing like good service. You see the story I have just related occurred in 1979 whilst flying Qantas. Ever since then (despite the shift from customer focus to shareholder focus) I have been a loyal Qantas passenger. Qantas can thank that particular Captain for my many Qantas miles and therefore many Qantas dollars!
Jet Star on the other hand has provided me with a travel memory that I will never forget, and remind me each time I travel to fly any other airline but theirs. Allow me to hit the high points.
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because I don’t like their philosophy, the lack of seating arrangements, the lack off express check in, and the ‘user pays for everything’ approach.
So with those many Qantas miles I had accumulated over the years, came many Qantas Frequent flier points, which I chose to redeem (on flights suitably picked by the airline to be as inconvenient as possible for the traveller) for a couple of tickets from Melbourne to Cairns.
As a loyal Qantas passenger (remember never wanting to fly Jetstar – Oh, I have a confession to make. During those times that Qantas flights weren’t available or didn’t suit, I fly Virgin, because you might remember that I never wanted to fly Jetstar), I logged into the Qantas web site, put in my Qantas frequent flyer number and finally managed to book two seats (plus an 18 month old toddler). I diligently printed off my itinerary (complete with Qantas logo) confirmed the flights (QF flight numbers) and waited for the day to leave. Yippee, a holiday at last!
Now at this place in the story, I should point out that I have excellent eyesight, but managed to overlook the small print of that dreaded word ‘Jetstar’, which in fairness to the company, did appear in small font below my Qantas flight number on my Qantas letterhead that I had printed off from the Qantas web site. I only noticed this however, when I arrived at the Qantas club check-in (you know the ones, usually have small queues and they give you those silly little ‘express luggage’ tags – oh and when I say ‘give’ I mean ‘trade’ for that $700 annual membership), quoted my QF (that’s airline talk for Qantas Flight) flight number and was told that the flight was with Jetstar. Disappointment turned to despair when I looked over at the Jetstar counter to see a line as long as I’ve ever seen.
Check-in didn’t proceed as well as one would have hoped. Despite the departure screen informing the travelling throngs that QF5896 (sorry that should be JQ7896) was scheduled to leave at 0945, the fog in Melbourne was saying otherwise. After about 30 minutes in the queue, I arrived at the counter, presented myself, my pregnant wife and 18 month old son, only to be told that the flight was delayed until 1525, oh and by the way “I’ve added your baby onto your ticket, because he wasn’t on the initial booking”. But wait, I know he was. “Sometimes this information doesn’t come through”. Fair enough, not all that info you type in needs to get to them, they send it to a central area where a real person disregards a lot of the ‘useless’ info.
Upon enquiring why I hadn’t been called about the delay – I was told that Flight Centre should have called me (strange, I booked via the internet) “Well it is Qantas’ responsibility to call.”
It seemed a little strange that the fog was delaying our departure until 1325, when the Sunshine coast service (and I use the term ‘service’ loosely) was only going to be delayed until the fog cleared.
I was intrigued to hear one passenger later tell the other disgruntled passengers, that in fact she had been told when she arrived, that the flight was rescheduled from the original 0945 departure time to the 1325 departure time the previous day, because of scheduled aircraft maintenance; but I digress, more on disgruntled passengers later…
Back to the check-in counter. With nothing else to do, I passed over our bags and tried to figure out how to kill four hours with a toddler and pregnant wife in a busy airport.
Thankfully the Jetstar check in man had given us some vouchers for food, which would tide us over. It wasn’t until I went to redeem them that I realised that toddlers need to eat as well (how forgetful of me, first I forget to put him on the booking and now this – I hope no one from DOCS reads this!), fortunately the two $8 vouchers were enough to buy two stale sandwiches and leave us $4 dollars to buy one drink (they cost a bit more than that by the way).
Luckily for us, we managed to contact a friend who was kind enough to pick us up and allow us to spend some time at his house (babies needing sleep and all that).
So around 1 pm I called the Jetstar number (oh, if you ever need to find it, don’t look on the ticket because it’s not there) only to be greeted by a service representative who takes no lip, but does accept key tones. Another point to note here is that if you use one of the functions of the ‘service’ (loosely used again) and then want to go back to another – oh I don’t know why – maybe to speak to someone, you can’t. The little voice says thankyou and hangs up). Another tip for the uninitiated, don’t use the Telstra call connect service for this, because when Jetstar hangs up on you, you can’t look at the ticket to get the number (come on keep up - remember it’s not there) So always write the number down and then you can call back without having to go through Telstra again.
The little voice told me that the flight was departing at 5.25pm. I was sure that couldn’t be correct, maybe the voice is wrong; perhaps I had better ask a real person. Now which key do I press to get a real person (Slow learner –see note above). Call back and speak to real person. The flight is leaving at 3.25. Excellent. “Oh and buy the way, why didn’t anyone call me to tell me the flight was delayed?”
“I’m very sorry Qantas should have done that”
“Will they call me if there are any more delays?”
“Probably not, perhaps you should call before you leave for the airport”
Here is a time saving tip for travellers – save a few seconds when you book your flight by not bothering to put in your CONTACT details, they don’t really need them anyway, contact to an airline probably still refers to the art of swinging a prop.
OK, where were we? Oh yes that right – check before you leave. So 10 mins after my initial few calls (remember you need to make a few) I called back and spoke to a real person. It seems the flight is delayed until 5.25pm. I checked my mobile – yes it was still on, and no silly, it wasn’t on silent- seems like I must have been overlooked again.
When we finally arrive at the airport we make our way to the gate only to see the aircraft leave, oh don’t fret, that one isn’t ours; ours is delayed until 6.15pm (phone is still on). Another tip here, always have a friend who lives in the same town/city as the airport and who can pick you up – could you imagine having to wait in the airport ALL day (well not technically ‘all day’ only 10 hours) because of delays. It would probably make you pretty angry and if you had kids, make them unruly. Lucky you have that $7 stale sandwich and that one-dollar drink (note comment above about drinks costing more than $1).
O.K, we finally board. Horay! Take off is uneventful and we settle into the cruise. The captain turns off the seat belt sign, which allows the cabin staff to leave their seats and congregate around the toilets talking about how they were called in from standby because of the previous crew running out of hours.
Now dear reader, if you can remember the very start of this tirade, you might recall that captain, who saved the airlines good name and offered his passengers a free drink – after all they had waited around for three hours and were pretty annoyed (an other point here – anyone who knows anything about flying understands that fog is fog and it is not the airlines fault that they are delayed – but some people don’t and will blame the airline – thus the brilliance of the Qantas captain; give ‘em a drink, they’ll be happy and they’ll fly with us again).
In this case however it was more than three hours (about ten but who’s counting) and it wasn’t only fog but maintenance (I know aircraft fall out of the sky if they aren’t looked after), but one might expect some action to go along with the shallow “we’re sorry for the delay”
After the staff had rested from the arduous takeoff, they walked through the aisle and offered us a drink (at the going rate of $6 for a beer). Some people who had thought they would be on the flight much earlier and foolishly hadn’t eaten dinner ($7 dollar sandwiches taste pretty good after hanging out in an airport all day) thought they would buy some overpriced under whelming food to keep them going on the flight.
Now I interrupt this tirade to make a point to airline staff, if you are going to offer food, it is a good idea that you ACTUALLY have the food to offer. You see food is like baggage when it comes to flying – we generally like our bags and food to be on the same flight that we are. You can have that tip for nothing.
Now I know that Jetstar is only a new airline, but even babies know how to moderate their core temperature. Another tip here staff members, if you see kids taking off their clothes, and you hear people saying how hot it is – you might actually want to do something about it. I wouldn’t wait until one of those annoyed customers has something else to complain about by having to ask you to turn the cabin temp down. You don’t even need to bother the captain; you have a little button on the touch screen on the front bulkhead that can do it for you.
Now here is a final tip on customer service. I know people often complain and want to feel like their special (especially those annoying customers that are in some crazy way that I don’t fully understand (I’m not college educated) paying your wages), but when you see the beginning of a mutiny on your hands, you might like to actually DO something about it (remember an empty ‘sorry’ only goes so far). I know the signs are sometimes subtle – maybe taking the form of a lady starting a partition and having virtually EVERY passenger sign it during the flight) but with practice you will recognise these signs.
From the mutterings I listened to in my many walks up and down the aisle following a sleep deprived child, I heard a number of people say things along the lines of ‘and they won’t even give us a free drink, well I will never fly Jetstar again’. I know that many of them will buckle and fly Jetstar again, but many won’t, and most will tell their friends about this money hungry airline, which will eventually cost more than 150 free drinks.
I wish now that in 1979 I had taken note of the Captains name, because I’m sure he would like to know how his simple gesture (costing the company very little) has earned them untold amounts of not only good will but custom, and I’d like to point him in the direction of Jetstar management, so he could give them a little lesson on the forgotten art of customer Service.
Have I complained to Jetstar – no, what’s the point? They can’t give me the lost day of my holiday, and even if they did offer me a free flight (highly unlikely) I wouldn’t take it, as I have said, I never want to fly Jetstar again. Instead, I’ll do the next best thing. I hope lots of people read this diatribe and think twice about using Jetstar, until the company realises that even with cheap seats, people want to be treated like people and not cattle. Service doesn’t really cost that much.
P.S. I hope someone form Jetstar has read this entire letter, and it has taken a number of minutes out of their day, minutes they could have been spending on a holiday. If they have, and they feel annoyed at the waste of time – I’m sorry (but I promise to by you a free drink).
Cheers!
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Only difference is the paintwork
Isnt progress just great?
I havent had your experience with Jetstar but had a similar challenge with Virgin. I was booked on a SYD MEL 0800 flight. They cancelled it after I checked in and offered me a flight the next day. Very amateur operation. Reckon their a cross between the Wiggles and Baywatch.
What a terrible loss the end of the 2 airline policy and eventual demise of Ansett was.
If it helps console you at all, speaking from experience (which gets refreshed every day), the days of pleasant, reliable, timely air travel have gone. These past pleasurable experiences will only be possible with a bit of luck (aircraft on time) and a friendly cabin crew (that is of course if they arent too busy worrying about breaking a nail)
I havent had your experience with Jetstar but had a similar challenge with Virgin. I was booked on a SYD MEL 0800 flight. They cancelled it after I checked in and offered me a flight the next day. Very amateur operation. Reckon their a cross between the Wiggles and Baywatch.
What a terrible loss the end of the 2 airline policy and eventual demise of Ansett was.
If it helps console you at all, speaking from experience (which gets refreshed every day), the days of pleasant, reliable, timely air travel have gone. These past pleasurable experiences will only be possible with a bit of luck (aircraft on time) and a friendly cabin crew (that is of course if they arent too busy worrying about breaking a nail)
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Originally Posted by allthecoolnamesarego
Seen this?
------------------------------------------
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because............and the ‘user pays for everything’ approach.
Cheers!
------------------------------------------
You see I actually never wanted to fly JetStar in the first place. I didn’t ever want to fly JetStar because............and the ‘user pays for everything’ approach.
Cheers!
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Very well written.
But I dont see a problem, The public demanded a cheap low cost airline and they got it.
The laws of supply and demand, I mean what do you expect for $88?
Have you ever hear of the line .......Pay peanuts get...................
But I dont see a problem, The public demanded a cheap low cost airline and they got it.
The laws of supply and demand, I mean what do you expect for $88?
Have you ever hear of the line .......Pay peanuts get...................
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Perhaps we should be asking ourselves why modern aircraft can't land in fog in even the nations largest airports.
Even though it was a mind numbing tirade I persevered through the lot to see if there was any balance but sadly there was not.
One reason for prioritising which services get picked up first following massive disruption is the curfews at various airports. This means in order to move everybody, somebodys must by necessity be moved by a certain time and some other bodys can still be moved later into the night.
As the travellers in the story appear to have been actually travelling on a QF Flight number (QF5896 as I recall) they were officially Qantas passengers. It is a code shared flight therefore I would suggest that the Jet* staff advising that Qantas should have informed its passenger of the delays expected and experienced was quite correct. It therefore seems to me that the entire complaint about service in this instance should be correctly directed at Qantas not Jet*
Now if a person books a flight and then by their own admission doesn't bother to read the relevant information about the flight they have booked, then blames a different party for everthing that doesn't go according to plan, should that person take up our time with such a long winded and boring tirade?
Even though it was a mind numbing tirade I persevered through the lot to see if there was any balance but sadly there was not.
One reason for prioritising which services get picked up first following massive disruption is the curfews at various airports. This means in order to move everybody, somebodys must by necessity be moved by a certain time and some other bodys can still be moved later into the night.
As the travellers in the story appear to have been actually travelling on a QF Flight number (QF5896 as I recall) they were officially Qantas passengers. It is a code shared flight therefore I would suggest that the Jet* staff advising that Qantas should have informed its passenger of the delays expected and experienced was quite correct. It therefore seems to me that the entire complaint about service in this instance should be correctly directed at Qantas not Jet*
Now if a person books a flight and then by their own admission doesn't bother to read the relevant information about the flight they have booked, then blames a different party for everthing that doesn't go according to plan, should that person take up our time with such a long winded and boring tirade?
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This was well worth the read - if nothing for the humour alone!
"contact to an airline probably still refers to the art of swinging a prop"
What made me laugh even more was the fact that the story was almost identical to the experiences of my friend only recently - in fact if it wasnt for the 18 month old I might have thought it was him! There seems to be a disproportionate number of these stories for the amount of jetstar flights...
"contact to an airline probably still refers to the art of swinging a prop"
What made me laugh even more was the fact that the story was almost identical to the experiences of my friend only recently - in fact if it wasnt for the 18 month old I might have thought it was him! There seems to be a disproportionate number of these stories for the amount of jetstar flights...
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the public think it wants this type of travel and then they whinge....
in the meantime here is an interesting thread
http://www.pprune.org/forums/showthr...ghlight=qantas
in the meantime here is an interesting thread
http://www.pprune.org/forums/showthr...ghlight=qantas
SPOT ON, could not agree more, it is exactly what I see.
The public did want and are welcome to a low cost operation, but they want CHOICE.
You purchase a ticket for a QF flight you expect a QF aircraft/crew, simple really.
Out of Darwin to Melbourne (at the moment, probably get worse) we have the choice of Virgin or jetstar, the train looks pretty good really
The public did want and are welcome to a low cost operation, but they want CHOICE.
You purchase a ticket for a QF flight you expect a QF aircraft/crew, simple really.
Out of Darwin to Melbourne (at the moment, probably get worse) we have the choice of Virgin or jetstar, the train looks pretty good really
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I agree...............pay peanuts and you get.............. except for Jet* management......very well paid with good perks.
Anyway why should Jet* staff care about any of this?
They aren't paid enough to put up with this crap....by the way NO.... a smile is not free........nothing is free in this world.........
When I go to Woollies I don't expect the poor checkout chick to give me a fake smile, the poor things are so overworked and underpaid that I DON'T expect them to be superficially nice to me, but I don't expect to be rude either.......if people are not happy they wont smile!
Anyway why should Jet* staff care about any of this?
They aren't paid enough to put up with this crap....by the way NO.... a smile is not free........nothing is free in this world.........
When I go to Woollies I don't expect the poor checkout chick to give me a fake smile, the poor things are so overworked and underpaid that I DON'T expect them to be superficially nice to me, but I don't expect to be rude either.......if people are not happy they wont smile!
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Two Things....
2 things you need in a customer service environment:
1. "happy" motivated staff.
2.Provide them with the resources to do their job well.
If "they are not happy they wont smile"
That about sums up the employees in the QANTAS Group
Not happy Geoff!!!
1. "happy" motivated staff.
2.Provide them with the resources to do their job well.
If "they are not happy they wont smile"
That about sums up the employees in the QANTAS Group
Not happy Geoff!!!
i honestly thought the whole Jetstar canning was a bit overboard, but from recent reports from well-travelled family members, one can only shake their head and wonder what has happened to the industry...all for the sake of a cheap fare...
Join Date: Jan 2006
Location: Straya
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With such a small population any airline in Australia is going to rely on a return customer base to remain viable.
This 'loyalty' is what the writer initially referred to.
One wonders how many of the 'one-off' travellers never to return have been burnt already, and how many are left?
Watching the last flights of the day each shift it is easy to see that the scheduled turnaround times are not viable - no doubt this is some type of fudging for duty times, but the fact is that you would not want to rely on getting somewhere on time - perhaps the argument is that this is not the target market? However QF have left many business customers with no option now, by replacing many business flights with a JQ 'service' (BN-DN springs to mind). Perhaps I am wrong - they have left the business customer with another option - fly VB.
Anecdotally, many of the new A320 skippers seem to just be building enough command hours on type so they can bail out overseas and get paid properly -
where will this leave Joyce/Dixon and the JQ operation in the medium term, assuming it is accuarate?
Strange - these guys seem to actually be making QF sevice look good. Who'd have thunk it?!
This 'loyalty' is what the writer initially referred to.
One wonders how many of the 'one-off' travellers never to return have been burnt already, and how many are left?
Watching the last flights of the day each shift it is easy to see that the scheduled turnaround times are not viable - no doubt this is some type of fudging for duty times, but the fact is that you would not want to rely on getting somewhere on time - perhaps the argument is that this is not the target market? However QF have left many business customers with no option now, by replacing many business flights with a JQ 'service' (BN-DN springs to mind). Perhaps I am wrong - they have left the business customer with another option - fly VB.
Anecdotally, many of the new A320 skippers seem to just be building enough command hours on type so they can bail out overseas and get paid properly -
where will this leave Joyce/Dixon and the JQ operation in the medium term, assuming it is accuarate?
Strange - these guys seem to actually be making QF sevice look good. Who'd have thunk it?!
Join Date: Nov 2003
Location: Melbourne
Age: 60
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Golow,
I think he explained that he thought that he was buying a QF flight.
I'm wondering why he just didn't go up to the Q Club? Free food and drink, and a lot more quiet.
I think he explained that he thought that he was buying a QF flight.
I'm wondering why he just didn't go up to the Q Club? Free food and drink, and a lot more quiet.
I'm wondering why he just didn't go up to the Q Club? Free food and drink, and a lot more quiet.
Join Date: Oct 2004
Location: 38,000 ft
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Its all in the terms and conditions. The small box you tick without actually reading them. Somewhere in those terms and conditions QF, JQ and DJ included gives them the power to pretty much do whatever they want without having to give you anything. Those T&C cover pretty much every eventuallity and I am sure if people actually read the rules they may even think twice about flying altogether.
However in the airlines defence it is a bloody long car, bus or train trip to Cairns so to be able to do it in one day is surely worth a bit of waiting around the airport. Perhaps next time you'll just drive down to the Victorian Riviera for a warm winter holiday.
However in the airlines defence it is a bloody long car, bus or train trip to Cairns so to be able to do it in one day is surely worth a bit of waiting around the airport. Perhaps next time you'll just drive down to the Victorian Riviera for a warm winter holiday.