QANTAS - WHERE TO NOW?
Any right-thinking person would think the response was completely disproportionate, particularly when one considers what else is going on in the world.
Actually on reflection you are 100% correct, lets let QANTAS go down the the drain because we dont care what the customer thinks, be it right or wrong, as long as some tool pilot can mock people that are paying his wage.
Last edited by Arnold E; 11th Aug 2012 at 11:33.
Nunc est bibendum
Was he mocking them? That's a big call to make? Surely he had a duty to be honest to the remaining passengers? What's he supposed to say? Two passengers failed to board? Nope, that's a lie. Two passengers have elected to not travel with us this evening? Sure, could have lead with that. Wholly unsatisfying to the remaining P and J class passengers (who have also paid a ****e load of money) as to why they've made that decision.
So be honest. Two passengers have elected to disembark because we didn't have the right size pyjamas. It's the truth. People can draw their own conclusions as to what sort of people those P class passengers may be. It doesn't appear the Captain made any comment on the issue beyond setting out what had occurred. I'd probably have done the identical thing. In fact, now I think of it, I've done the identical thing a number of times. i've just never had the reason of no XL PJs on board as a reason to give the rest of the passengers for our delay!
So be honest. Two passengers have elected to disembark because we didn't have the right size pyjamas. It's the truth. People can draw their own conclusions as to what sort of people those P class passengers may be. It doesn't appear the Captain made any comment on the issue beyond setting out what had occurred. I'd probably have done the identical thing. In fact, now I think of it, I've done the identical thing a number of times. i've just never had the reason of no XL PJs on board as a reason to give the rest of the passengers for our delay!
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Two first class tickets return SYD-LAX is in excess of $40,000
I'm not sure that the pilot was right to mock the passengers concerned, I'm pretty sure that there's not much excuse for not keeping enough of all size PJ's for these customers and I'm really not seeing why management wasn't fawning over these customers.
While they would of been pretty annoyed at not having the PJ's supplied, at that stage recovery may of been possible.
Publicly mocking them from the flight deck probably removed any chance of recovery.
Now that they have been publicly identified, and "Named and shamed", I'd suggest that there is significantly less than zero per-cent chance they'll ever fly with us again.
I wonder how many $40,000 trips they make a year, none with QF now !
ST
I'm not sure that the pilot was right to mock the passengers concerned, I'm pretty sure that there's not much excuse for not keeping enough of all size PJ's for these customers and I'm really not seeing why management wasn't fawning over these customers.
While they would of been pretty annoyed at not having the PJ's supplied, at that stage recovery may of been possible.
Publicly mocking them from the flight deck probably removed any chance of recovery.
Now that they have been publicly identified, and "Named and shamed", I'd suggest that there is significantly less than zero per-cent chance they'll ever fly with us again.
I wonder how many $40,000 trips they make a year, none with QF now !
ST
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Keg........
Yes, What the pilot said may of been 100% true, but that doesn't mean that it needs to be advertised.
Do you make a PA every time something bad or different or untoward happens on your flight ?
Do the passengers deserve privacy, even if they are acting in a less than stellar way ?
ST
Yes, What the pilot said may of been 100% true, but that doesn't mean that it needs to be advertised.
Do you make a PA every time something bad or different or untoward happens on your flight ?
Do the passengers deserve privacy, even if they are acting in a less than stellar way ?
ST
Was he mocking them? That's a big call to make? Surely he had a duty to be honest to the remaining passengers?
Sorry for the delay, end of story. As I have implied, if Q pilots want to continue down this road (mocking the customer) that's fine, but dont whinge when your job disappears because the customers have disappeared.
Arnold - wrong. The customer, having told staff that he was getting off the aircraft, then refused to do so until the captain complied with his demand to either apologise OR explain to everyone the 'real' reason he was getting off; I guess he expected the Captain to make a groveling apology, and not a clear statement of the facts (as demanded).
The Captain had already made a polite PA "telling the truth" advising the passengers that they were going to be delayed due to two customers electing not to travel on the flight at the last minute (without going into any more detail) - but the customer demanded more.
The remaining First Class passengers were (from all reports) quite surprised that a fellow passenger would attempt to delay 400+ other paying passengers, all for a pair of pyjamas.
Passengers were already emailing/texting media outlets whilst the aircraft was sitting at the gate as the bag search was delaying the departure.
The Captain had already made a polite PA "telling the truth" advising the passengers that they were going to be delayed due to two customers electing not to travel on the flight at the last minute (without going into any more detail) - but the customer demanded more.
The remaining First Class passengers were (from all reports) quite surprised that a fellow passenger would attempt to delay 400+ other paying passengers, all for a pair of pyjamas.
Passengers were already emailing/texting media outlets whilst the aircraft was sitting at the gate as the bag search was delaying the departure.
Dont get me wrong, I dont have much time for people as these passengers have been described, I also have some personal experience with people with too much money, my own sister ( whom I rarely talk to) would not dream of getting on an aircraft unless she could get at the very least a bussiness class ticket, she wouldn't dream of flying with us peasants down the back. But the fact is when either one of us flys as a passenger, she contributes much more to the wages of those concerned with the flight than I do sitting in cattle class. Do you follow what I am getting at. Just as a matter of interest, she has long since stopped flying QANTAS. I haven't bothered to ask the exact reason but it would have something to do with expectations of service I am sure. Money is not an issue.
Last edited by Arnold E; 11th Aug 2012 at 13:12.
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Not a great way to run a business unless you have a monopoly and endless customers.
It sounds like the public service mentality towards the customers, how long has Qantas been private!
Wakey, Wakey, it's not just your CEO causing the slide in popularity.
It sounds like the public service mentality towards the customers, how long has Qantas been private!
Wakey, Wakey, it's not just your CEO causing the slide in popularity.
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Dont get me wrong, I dont have much time for people as these passengers have been described, I also have some personal experience with people with too much money, my own sister ( whom I rarely talk to) would not dream of getting on an aircraft unless she could get at the very least a bussiness class ticket, she wouldn't dream of flying with us peasants down the back.
It may their twisted little way of trying to get a freebie out of the company (any company for that matter). e.g. My coffee is too hot. My seat only reclines 179 degrees and not 180 degrees. The sun's too bright, etc, etc.
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Wakey, Wakey, it's not just your CEO causing the slide in popularity.
Credit to a great majority of the staff who can still put on a smilie face when their jobs are under constant threat, and have PITA passengers and managers.
Staff didn't shut down the airline last year and leave up to 100,000 people stranded worldwide. No, industrial action was not the reason the airline was shut down either, as there really wasn't any that effected a decision to shut down an airline.
but some people's expectations can never be fully satisfied.
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Originally Posted by qf94
If a person buys a First Class ticket on the basis of getting a pair of PJ's and any little cheap extras, then they miss the point of First Class. Big seats that recline and become a flat bed, personalised service and being addressed by their name, eating off Bone China and having real meals, big IFE screen and lots of little electrical buttons to play with and personal space, etc, etc.
A lot of people are quick to have their jab at QANTAS, its service and the staff if things don't go their own way. A lot of people choose not to fly QANTAS. Fair enough. A lot of people choose to stay with QANTAS, despite the PR and media, as they see the airline for what it is and what they bought a ticket for. To get to where they want to go (what's left of the routes).
In the end, you still get in an aluminium tube that has different "classes" from one end to the other, and everyone arrives at the same time, despite what price you've paid for the ticket.
A lot of people are quick to have their jab at QANTAS, its service and the staff if things don't go their own way. A lot of people choose not to fly QANTAS. Fair enough. A lot of people choose to stay with QANTAS, despite the PR and media, as they see the airline for what it is and what they bought a ticket for. To get to where they want to go (what's left of the routes).
In the end, you still get in an aluminium tube that has different "classes" from one end to the other, and everyone arrives at the same time, despite what price you've paid for the ticket.
First class is about something else. Call it experience, or status, or whatever you like, it commands a massive premium in exchange for it being "just right". So when it's not "just right" then it's wrong. Simple as that.
Compounded by the bitchy ego trip of the message this one was handled very badly.
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Originally Posted by ST
Two first class tickets return SYD-LAX is in excess of $40,000
Those two people spent about 20 times what I and the vast majority of the plane passengers spend. For that they're pretty much entitled to ask wtf Qantas are doing if they can't get the service exactly right.
I've been lucky enough to use QF 1st class check in a couple of times and they were brilliant, nothing was too much hassle. That's what the customer has paid for, that's what they should get. Sure that's a "first world" attitude, but guess what - the customer paid a fee well and truly above what most first world people pay, let alone anywhere else.
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Why don't they ask customers what size they are when they make the booking and get the right number of XXXS/5XL/three armed pjs on board plus a few generic spares? There'd be a bit of ringing around, but 20 grand a ticket pays for a lot of receptionist hours.
However, I think disembarking because there aren't the 'right' pjs is a little OTT. It would be like storming off from cattle class because they'd stuffed up the special meals...again.
IMO the passengers were extremely childish. Surely Qantas would have sent them two sets of the designer pjs in the right size later if they'd wanted some to keep.
It's probably a good reason for a nasty letter and an 'I'll never fly you again' declaration, but throwing a big hissy fit and disembarking? I thought I had an impulsive, prickly nature.
However, I think disembarking because there aren't the 'right' pjs is a little OTT. It would be like storming off from cattle class because they'd stuffed up the special meals...again.
IMO the passengers were extremely childish. Surely Qantas would have sent them two sets of the designer pjs in the right size later if they'd wanted some to keep. It's probably a good reason for a nasty letter and an 'I'll never fly you again' declaration, but throwing a big hissy fit and disembarking? I thought I had an impulsive, prickly nature.
Last edited by Worrals in the wilds; 11th Aug 2012 at 20:31.
Once again, we're only hearing one side of the story.
Customer couldn't get what they wanted, so they left.
I wonder how the situation was handled by the crew? If it was in line with the "not so subtle" announcement from the flightdeck, then perhaps it was the reaction that sent them scurrying ... not the lack of pjs.
For example, the way that QF accepts as "normal operationsl" ... dodgy IFE ... after widely promoting it, seems to point to a lack of respect for passengers' entitlements. Sorry, tough titty Sir!
I can't help but agree with the other posters ... if I pay $20,000 for a service that has been hyped to the heavens, and don't get that service ... I'd be pretty cheezed off.
Customer couldn't get what they wanted, so they left.
I wonder how the situation was handled by the crew? If it was in line with the "not so subtle" announcement from the flightdeck, then perhaps it was the reaction that sent them scurrying ... not the lack of pjs.
For example, the way that QF accepts as "normal operationsl" ... dodgy IFE ... after widely promoting it, seems to point to a lack of respect for passengers' entitlements. Sorry, tough titty Sir!
I can't help but agree with the other posters ... if I pay $20,000 for a service that has been hyped to the heavens, and don't get that service ... I'd be pretty cheezed off.
I don't have a problem with the customer, if I had paid $10000 for a seat I would expect everything to be right, and I would not expect some tool to make an issue of it.
An unfortunate incident but sadly an indication of the state of our once great airline, all the way from the unavailability of the pj's through to the fact that such an event is even newsworthy.