QANTAS - WHERE TO NOW?
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QANTAS “The Reason I Don’t Fly”
QANTAS “The Reason I Don’t Fly”
There have been a considerable number of posts here as to what is wrong with the QANTAS group, why it is in a serious state of decline, and numerous suggestions, criticisms, and comments. I have been a frequent flyer for many years. Until a few years ago QANTAS was my preferred carrier on domestic flights, and I was happy to travel with them internationally. No more. I suspect I may be a fairly typical example of the many high yield passengers who have become completely disenchanted with the QANTAS product.
I now only fly QANTAS when I have absolutely no other choice.
After observing years of general decay with the overall customer service and product delivery, here are a few points to explain why, despite my accumulated FF points, I said – ‘enough is enough – I’ll give this mob the flick’
I was travelling J class from MEL to BNE. I had an enquiry regarding travel in a weeks time which I tried to get sorted out whilst I checked in for the day’s travel. The check in was no issue ( I had done about 90% of it myself online) except the allocation of the selected and confirmed seat which had become ‘not available’. I copped the umpires decision on the seat, and then tried to sort out my enquiry for the following week. I soon came to the clear conclusion that whilst there was a reasonable number of QANTAS staff apparently available to deal with my enquiry, they had all mastered the art of reeling off a string of excuses/reasons why they could not help me. Most of these exchanges seemed to have one purpose – to convince me with a whole host of irrelevant workplace waffle that my problem was actually someone else’s problem, not theirs, and would I please go away and annoy someone else. I gave up and boarded.
The aircraft was old, run down, and in poor cosmetic appearance. Those components of the IFE that were actually working, would have been state of the art in the latter part of last century. She was definitely an old dog. The cabin staff were efficient but rude. Apparently theirs was a good job except for all these annoying passengers, who clearly were to be ignored at all cost. I was tired and shortly after take off I went to sleep. I awoke about an hour into the flight and could see that the meal service was over. No problem, as I wasn’t particularly hungry, but I was thirsty. I pressed the call button (once) and after a lengthy delay, a well proportioned female cabin attendant strode down the cabin. Her demeanour reminded me of Rod Marsh advancing down the pitch having decided it was time to take the short handle to the bowling. Having identified the offenders seat, I was greeted with .... ‘Did you press that call button ?’ I said that I had, and could I please have some water. The reply stunned me and was, quote, ‘The meal service is over’ ... that was it .... she walked off !!!
I pressed the call button (more than once) and asked to speak to the Cabin Manager. Eventually the Cabin Manager arrived. I explained the situation I had encountered in clear firm terms and the CM was sympathetic. I advised that in my opinion the entire Business Class experience had been woeful and that I would be submitting a written report and complaint to the BNE port manager when I had time. The best the CM could offer me was that his crew had had ‘a pretty rough day of it’. I made the point that I seemed to be having ‘a pretty rough day of it’ too, and that unlike his crew, I had paid a considerable amount of money for the privilege.
The written complaint was submitted shortly afterwards, and I haven’t flown QANTAS since. This was not a stand alone experience with QANTAS, but after years of declining performance, this was the final straw. By comparison with other domestic and international carriers, the QANTAS product is rubbish. As to the much reported antics of the CEO, I have some advice for Mr Joyce – keep your bags packed.
Good luck with the new advertising campaign QANTAS – IMHO it’s one of the most boring I have seen in a very long time, and projects the overall impression of a commercial enterprise which has lost it’s way, and is entirely out of touch with today’s traveller. It offers nothing to attract or retain.
Good luck with the EK alliance QANTAS. To anyone with some understanding of these matters and a wider world view than that of the local Australian press – may I say that EK stand to gain a great deal, and QANTAS nothing other than partial survival at best, but probably not more than some delay for the grim reaper.
QANTAS is a big fish in a very small pond of it’s own construction. It is a frail, ageing, fragile shadow of it’s former self. Commercial innovation and development is now suffering from terminal paralysis, and has been for some time. As other carriers develop, expand, and provide an excellent product in competition, the sustained contraction of international services over the past decade is headed for terminal collapse.
Why I don’t fly QANTAS can be summed up by stating that the overall product is now rubbish, and management appears to be in complete denial. Far, far, better quality experiences are available elsewhere.
I have joined the legions who have left.
There have been a considerable number of posts here as to what is wrong with the QANTAS group, why it is in a serious state of decline, and numerous suggestions, criticisms, and comments. I have been a frequent flyer for many years. Until a few years ago QANTAS was my preferred carrier on domestic flights, and I was happy to travel with them internationally. No more. I suspect I may be a fairly typical example of the many high yield passengers who have become completely disenchanted with the QANTAS product.
I now only fly QANTAS when I have absolutely no other choice.
After observing years of general decay with the overall customer service and product delivery, here are a few points to explain why, despite my accumulated FF points, I said – ‘enough is enough – I’ll give this mob the flick’
I was travelling J class from MEL to BNE. I had an enquiry regarding travel in a weeks time which I tried to get sorted out whilst I checked in for the day’s travel. The check in was no issue ( I had done about 90% of it myself online) except the allocation of the selected and confirmed seat which had become ‘not available’. I copped the umpires decision on the seat, and then tried to sort out my enquiry for the following week. I soon came to the clear conclusion that whilst there was a reasonable number of QANTAS staff apparently available to deal with my enquiry, they had all mastered the art of reeling off a string of excuses/reasons why they could not help me. Most of these exchanges seemed to have one purpose – to convince me with a whole host of irrelevant workplace waffle that my problem was actually someone else’s problem, not theirs, and would I please go away and annoy someone else. I gave up and boarded.
The aircraft was old, run down, and in poor cosmetic appearance. Those components of the IFE that were actually working, would have been state of the art in the latter part of last century. She was definitely an old dog. The cabin staff were efficient but rude. Apparently theirs was a good job except for all these annoying passengers, who clearly were to be ignored at all cost. I was tired and shortly after take off I went to sleep. I awoke about an hour into the flight and could see that the meal service was over. No problem, as I wasn’t particularly hungry, but I was thirsty. I pressed the call button (once) and after a lengthy delay, a well proportioned female cabin attendant strode down the cabin. Her demeanour reminded me of Rod Marsh advancing down the pitch having decided it was time to take the short handle to the bowling. Having identified the offenders seat, I was greeted with .... ‘Did you press that call button ?’ I said that I had, and could I please have some water. The reply stunned me and was, quote, ‘The meal service is over’ ... that was it .... she walked off !!!
I pressed the call button (more than once) and asked to speak to the Cabin Manager. Eventually the Cabin Manager arrived. I explained the situation I had encountered in clear firm terms and the CM was sympathetic. I advised that in my opinion the entire Business Class experience had been woeful and that I would be submitting a written report and complaint to the BNE port manager when I had time. The best the CM could offer me was that his crew had had ‘a pretty rough day of it’. I made the point that I seemed to be having ‘a pretty rough day of it’ too, and that unlike his crew, I had paid a considerable amount of money for the privilege.
The written complaint was submitted shortly afterwards, and I haven’t flown QANTAS since. This was not a stand alone experience with QANTAS, but after years of declining performance, this was the final straw. By comparison with other domestic and international carriers, the QANTAS product is rubbish. As to the much reported antics of the CEO, I have some advice for Mr Joyce – keep your bags packed.
Good luck with the new advertising campaign QANTAS – IMHO it’s one of the most boring I have seen in a very long time, and projects the overall impression of a commercial enterprise which has lost it’s way, and is entirely out of touch with today’s traveller. It offers nothing to attract or retain.
Good luck with the EK alliance QANTAS. To anyone with some understanding of these matters and a wider world view than that of the local Australian press – may I say that EK stand to gain a great deal, and QANTAS nothing other than partial survival at best, but probably not more than some delay for the grim reaper.
QANTAS is a big fish in a very small pond of it’s own construction. It is a frail, ageing, fragile shadow of it’s former self. Commercial innovation and development is now suffering from terminal paralysis, and has been for some time. As other carriers develop, expand, and provide an excellent product in competition, the sustained contraction of international services over the past decade is headed for terminal collapse.
Why I don’t fly QANTAS can be summed up by stating that the overall product is now rubbish, and management appears to be in complete denial. Far, far, better quality experiences are available elsewhere.
I have joined the legions who have left.
Last edited by Olive61; 12th Oct 2012 at 09:43. Reason: change font to a more easily readable size
It is sad. Sad to lose a customer. Sad to not meet expectations. Sad that seemingly simple requests are too difficult. Sad it represents a deterioration in customer service....Sad that as bad as your experience is, Qf is still a far superior J class product than any domestic competitor....and therefore, sad that the only thing that will change long term is your expectations.
An interesting post. No Croscutter, QF is NOT a superior business class service.
I recently had an experience such as yours and when I posted it here it was quickly removed by the moderators as not relevant to the pilot forums.
I was business class on a 6 am QF flight melb to bris. There were 10 pax in business. I was number 10 to be served. When they got to me the steward said "sorry Mr Lover, we have run out of meals. Can I get you some bread." so on a 6 am flight, business class I was served bread and water. The steward made that one apology but it didn't seem sincere. It was more like the local footy club canteen had run out of pies type apology, not the apology that should have been given to a fully paying business class high yield passenger.
I then had some clown come on this forum accuse me of being on staff travel and whingeing about not getting my meal (just before the mod nazi deleted it). As I said, no, I was a full fare paying business class passenger and I was hungry. So no Croscutter, they DO NOT have the best J class. The airline has severely dropped the ball and many of the front line staff have given up trying to clean up the mess. The steward serving me didn't really give a rats that a business class passenger was served bread and water. I thought I had to murder someone to be afforded such a diet.
I recently had an experience such as yours and when I posted it here it was quickly removed by the moderators as not relevant to the pilot forums.
I was business class on a 6 am QF flight melb to bris. There were 10 pax in business. I was number 10 to be served. When they got to me the steward said "sorry Mr Lover, we have run out of meals. Can I get you some bread." so on a 6 am flight, business class I was served bread and water. The steward made that one apology but it didn't seem sincere. It was more like the local footy club canteen had run out of pies type apology, not the apology that should have been given to a fully paying business class high yield passenger.
I then had some clown come on this forum accuse me of being on staff travel and whingeing about not getting my meal (just before the mod nazi deleted it). As I said, no, I was a full fare paying business class passenger and I was hungry. So no Croscutter, they DO NOT have the best J class. The airline has severely dropped the ball and many of the front line staff have given up trying to clean up the mess. The steward serving me didn't really give a rats that a business class passenger was served bread and water. I thought I had to murder someone to be afforded such a diet.
Last edited by Trevor the lover; 12th Oct 2012 at 09:45.
But you get the accommodation for free if you murder someone Trev. Think they should go back to calling it Try Another Airline, just like they did in the good old days.
the Don
the Don
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I find these stories very disturbing because of the frequency and general credibility of a now regular account of travel experiences of a once great airline. They have forgotten or don't care about the experiences of their customers (even premium ones) because the ordained few know better than everyone else about a race to the bottom. The grim reaper is heading their way and frankly the management have earned what they have sown over many years, while they take ever increasing bonuses and pay rises.
A fish rots from the top and sadly that is what is happening here because they dont know how to run a business to meet customer needs and expectations to a reasonable level.
Sadly spin no longer cuts it while they master the art of lobbying and deny the existence of customers.
A fish rots from the top and sadly that is what is happening here because they dont know how to run a business to meet customer needs and expectations to a reasonable level.
Sadly spin no longer cuts it while they master the art of lobbying and deny the existence of customers.
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Whilst it's disappointing to see more and more customers leave, the reasons appear to be the same. Poor aircraft presentation, IFE is old and/or unreliable and Cabin Crew being rude.
I certainly don't want to single out the mainline Cabin Crew...but the question begs why are some of them quite rude? I have personally experienced this on many occasions whist travelling for leisure with some cabin crew reminding me of old Russian dance teachers. I'm reminded in a very patronising way that I'm last to receive a meal before the commercial pax (well duh!) and in some cases completely ignored. Now I'm sure some of you are saying 'well he's staff not royalty!'. Of course this is true but I'm sure all of us have heard exactly the same treatment being dished out to commerical pax; all of where our bread and butter comes from.
This is a generalisation but is becoming more and more frequent. Are there any cabin crew able to enlighten what's going on? Is it the culture? Is it the training (or lack thereof?) Is it the morale? I know Qantas is going through the doldrums at the moment, but doesn't that mean we should be all doing our upmost to keep the struggling brand magical with a strong work ethic?
Having said all this I have seen some sterling work buy the flighties with very sick passengers, UMs, nervous flyers etc. It is unfortunate that the negative experiences stick, but can't we reduce those negative experiences if a smile was cracked once in a while and maintain our customer base, ergo our ability to earn a living?
Fuel-Off
I certainly don't want to single out the mainline Cabin Crew...but the question begs why are some of them quite rude? I have personally experienced this on many occasions whist travelling for leisure with some cabin crew reminding me of old Russian dance teachers. I'm reminded in a very patronising way that I'm last to receive a meal before the commercial pax (well duh!) and in some cases completely ignored. Now I'm sure some of you are saying 'well he's staff not royalty!'. Of course this is true but I'm sure all of us have heard exactly the same treatment being dished out to commerical pax; all of where our bread and butter comes from.
This is a generalisation but is becoming more and more frequent. Are there any cabin crew able to enlighten what's going on? Is it the culture? Is it the training (or lack thereof?) Is it the morale? I know Qantas is going through the doldrums at the moment, but doesn't that mean we should be all doing our upmost to keep the struggling brand magical with a strong work ethic?
Having said all this I have seen some sterling work buy the flighties with very sick passengers, UMs, nervous flyers etc. It is unfortunate that the negative experiences stick, but can't we reduce those negative experiences if a smile was cracked once in a while and maintain our customer base, ergo our ability to earn a living?
Fuel-Off
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"QF is still a far superior J class product than any domestic competitor". Get off the crack pipe dude and get out a bit. I fly both and, well, it isn't anymore.
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Olive61
Staff constantly provide management with areas the service is deficient.
Old aircraft, short catering and poor network to name a few.
However we are constantly reminded by management how high our customer satisfaction levels are.
Perhaps they may elect to take more notice if our full fare pax are telling them the same thing.
I invite you to send a copy of your post to:
Chief Executive Officer
Qantas Domestic
203 Coward Street
Mascot NSW 2020
Staff constantly provide management with areas the service is deficient.
Old aircraft, short catering and poor network to name a few.
However we are constantly reminded by management how high our customer satisfaction levels are.
Perhaps they may elect to take more notice if our full fare pax are telling them the same thing.
I invite you to send a copy of your post to:
Chief Executive Officer
Qantas Domestic
203 Coward Street
Mascot NSW 2020
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Mstr Caution.
Already submitted to the QF system - see the original post. I don't run QA memos to CEOs of companies I no longer deal with. I'm far too busy, and have already moved on - see the original post.
Already submitted to the QF system - see the original post. I don't run QA memos to CEOs of companies I no longer deal with. I'm far too busy, and have already moved on - see the original post.
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Olive61
Then Why The F&$K have you got time to post here???
Most of us that vent on this forum are disgruntled employees that have seen both our careers and our once loved airline diminish into an unpolished turd. WE know, like the traveling public and yourself know, that this place is nearly on it's last legs and the total distain and lack of respect for the travelling public and it's staff by this pathetically inept so called management is way beyond belief.
If you were to tell the story of how inept Qantas management have been as an anecdotal story at a bar to the uninformed i'm sure no one would believe you!
My point being, we all know the problem, we have been screaming it from the rooftops over the last five years but it continuously falls on deaf ears, So Don't waste our time telling us here, we can't do anything!!!! . It's up to you and others like you to TAKE and MAKE the time to tell that little irish germ that they call a CEO the facts of his business and bombard him with emails, fax, memos, telegrams by pigeons etc. If you don't, nothing will change because they sure as hell don't listen to their frontline staff.
Already submitted to the QF system - see the original post. I don't run QA memos to CEOs of companies I no longer deal with. I'm far too busy, and have already moved on - see the original post.
Most of us that vent on this forum are disgruntled employees that have seen both our careers and our once loved airline diminish into an unpolished turd. WE know, like the traveling public and yourself know, that this place is nearly on it's last legs and the total distain and lack of respect for the travelling public and it's staff by this pathetically inept so called management is way beyond belief.
If you were to tell the story of how inept Qantas management have been as an anecdotal story at a bar to the uninformed i'm sure no one would believe you!
My point being, we all know the problem, we have been screaming it from the rooftops over the last five years but it continuously falls on deaf ears, So Don't waste our time telling us here, we can't do anything!!!! . It's up to you and others like you to TAKE and MAKE the time to tell that little irish germ that they call a CEO the facts of his business and bombard him with emails, fax, memos, telegrams by pigeons etc. If you don't, nothing will change because they sure as hell don't listen to their frontline staff.
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Complain?
I fly J class internationally frequently. There should be NO disappointments when you pay full commercial... but there is on Qantas.
I can put up with IFE failures, slow service, wrong preferred seating, etc. but not rude and sarcastic comments from lazy, inept cabin staff. Senior staff were more helpful on these occasions.
I still fly occasionally with Qantas when connections are suitable, but now prefer to fly other carriers. I'm Australian, and WOULD fly Qantas if the current crisis did not exist as it obviously impacts on staff performance.
The question is....what would it take to bring me back exclusively?
I can put up with IFE failures, slow service, wrong preferred seating, etc. but not rude and sarcastic comments from lazy, inept cabin staff. Senior staff were more helpful on these occasions.
I still fly occasionally with Qantas when connections are suitable, but now prefer to fly other carriers. I'm Australian, and WOULD fly Qantas if the current crisis did not exist as it obviously impacts on staff performance.
The question is....what would it take to bring me back exclusively?
So Don't waste our time telling us here, we can't do anything!!!! . It's up to you and others like you to TAKE and MAKE the time to tell that little irish germ that they call a CEO the facts of his business and bombard him with emails, fax, memos, telegrams by pigeons etc.
Then Why The F&$K have you got time to post here???
Getting that wound up won´t help your cause.
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Eeeaaassy Stalin eeeaaasy...you´re starting to give QF pilots a bad name.(note Keg and co shuffling away from you pretending to need another drink from the bar?).
Getting that wound up won´t help your cause.
Getting that wound up won´t help your cause.
I'm sure I can say on behalf of all Qantas staff and the travelling public, the last five years have been nothing but frustrating for all of us!
The cabin staff were efficient but rude. Apparently theirs was a good job except for all these annoying passengers, who clearly were to be ignored at all cost.
lazy, inept cabin staff
Let's address the virus of toxic management rather than the symptom of disengaged staff.
Many QF cabin crew have had a good career and then find themselves being "managed" by ex-McDonalds and ex-Bunnings team leaders with NFI of aviation.
Some cabin crew move on, others have become economic conscripts. Aged in their late 40s and up they find it almost impossible to find alternative employment.
How do you want them to behave when they are so under-appreciated?
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Framer.
Thanks for the balance.
S U B
Approx 20 posts in quite a few years. Obviously I don't spend a great deal of time with posts here - but if you care to check, you will discover that none of them contain personal attacks, and none of them have the impertinence to tell others how they should direct their spare hours. I accept your frustration but IMHO, aircrew should never assume that pilot passion translates directly to public perception – I learnt that lesson a long time ago.
Shot Nancy
I’m not on some mission to fix QANTAS. I’m the customer. I have choices, and QFs competition is very strong. My opinion formed over a considerable period of time, is that of many others. That is, by comparison, the overall product is poor quality, and I have the right and the opportunity to vote with my wallet.
If the numerous posts here on the matter of the QF CEOs capacity to listen, react, and effect remedy are to be taken seriously, he would be the last person in the world I waste my time with on some mission of naive engagement.
My input into this thread was made purely on the basis of genuine regret as to where my national airline is headed, to identify what is clearly a common root cause of decline, and was prompted in the main by Pascoe’s article which I had read elsewhere in a business journal.
Thanks for the balance.
S U B
Approx 20 posts in quite a few years. Obviously I don't spend a great deal of time with posts here - but if you care to check, you will discover that none of them contain personal attacks, and none of them have the impertinence to tell others how they should direct their spare hours. I accept your frustration but IMHO, aircrew should never assume that pilot passion translates directly to public perception – I learnt that lesson a long time ago.
Shot Nancy
I’m not on some mission to fix QANTAS. I’m the customer. I have choices, and QFs competition is very strong. My opinion formed over a considerable period of time, is that of many others. That is, by comparison, the overall product is poor quality, and I have the right and the opportunity to vote with my wallet.
If the numerous posts here on the matter of the QF CEOs capacity to listen, react, and effect remedy are to be taken seriously, he would be the last person in the world I waste my time with on some mission of naive engagement.
My input into this thread was made purely on the basis of genuine regret as to where my national airline is headed, to identify what is clearly a common root cause of decline, and was prompted in the main by Pascoe’s article which I had read elsewhere in a business journal.
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Olive61, I'm at somewhat a loss as to understand what the point of your original post was then. You went to all the trouble to start a thread about your complaint which was, as I understand it, closed or removed. You then started another thread to complain that your complaint was removed. Your complaint was then copied in to this thread, to which you have appended it with further posts in short succession.
As has been pointed out by others, many of the forum members are equally, or even more, frustrated with the situation than yourself. While it took one unpleasant experience for you to toss your toys from the pram and, unremarkably, take your business elsewhere, perhaps you should consider that the audience to which you address are dealing with this on a daily basis. They have also indicated that they are completely powerless as individuals to do anything about it, and invited you to assist them by writing directly to a person of influence and thereby assisting to make some changes. To which you replied that you; a) have already complained through another channel (and in my corporate experience, one that in most companies is completely ineffective), b) don't have time c) claim it's not your job to do so.
As an interested bystander I would be grateful if you could enlighten me as to what you then hoped to achieve by going to quite some considerable trouble to post your negative experience on a pilot's forum of being offered nothing but "bread and water" (and by the latter, I take it the aircraft had also run out of tea, coffee, soft drinks, juices, and other beverages in addition to hot meals? Or was your claim that you had no choice but water just a stretch of the truth to embellish the story?)? It seems to me that the employes here are doing their utmost to try to devise a solution for you that may, in the long-term help make some changes and prevent a re-occurrence, to which you appear to show no real interest in participating in. Or was it just a good ol' whinge you were after?
As has been pointed out by others, many of the forum members are equally, or even more, frustrated with the situation than yourself. While it took one unpleasant experience for you to toss your toys from the pram and, unremarkably, take your business elsewhere, perhaps you should consider that the audience to which you address are dealing with this on a daily basis. They have also indicated that they are completely powerless as individuals to do anything about it, and invited you to assist them by writing directly to a person of influence and thereby assisting to make some changes. To which you replied that you; a) have already complained through another channel (and in my corporate experience, one that in most companies is completely ineffective), b) don't have time c) claim it's not your job to do so.
As an interested bystander I would be grateful if you could enlighten me as to what you then hoped to achieve by going to quite some considerable trouble to post your negative experience on a pilot's forum of being offered nothing but "bread and water" (and by the latter, I take it the aircraft had also run out of tea, coffee, soft drinks, juices, and other beverages in addition to hot meals? Or was your claim that you had no choice but water just a stretch of the truth to embellish the story?)? It seems to me that the employes here are doing their utmost to try to devise a solution for you that may, in the long-term help make some changes and prevent a re-occurrence, to which you appear to show no real interest in participating in. Or was it just a good ol' whinge you were after?
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Squawk 7600
To answer a few points for you:
I started a thread which it appears you have read. The Mod closed it and I pointed out to the Mod what the intent of the Thread was. The Mod took the point of the thread and merged it here – that’s what Mods do, at their discretion.
It’s not a complaint – as has been pointed out more than once here – it is comment and contribution on a topic which appears to have received more than 1000 contributions. The same topic has received more than it’s fair share of public comment in the press – some of which has been posted in various threads here. Is it relevant ? I think so, and so did the Mod. Relevant to what ? See the last two paras of Grip Pipes original post here …….
So, where to now for Qantas? I know what I remember about Qantas but I can find none of it in the current airlines experience. I cannot think of a single thing about Qantas that would now make me buy a Qantas ticket over another carrier or pay a premium to do so. Ten years ago I would have chosen Qantas first intenationally and split the difference domestically to be fair but now I cannot.
So to answer my question, where to now? the answer is in how you make Qantas unique again? and can you?
There have been a number of other separate threads started on exactly the same theme and they have been merged here.
It was not one unpleasant experience followed by a dummy spit – it was the last straw having put up with declining service delivery over an extended period of time – as has been pointed out in the posts already.
I was not offered ‘bread and water’ as you state – quite a loose dramatization on your part – it was as I posted, and there is no embellishment. The aircraft hadn’t run out of anything as far as I know. I made a perfectly reasonable service request, and was treated in a manner aptly described as completely dismissive, unacceptable by any reasonable standard, and totally unprofessional.
This forum is a members forum, private forums exist elsewhere for their members, and my post detailing why I have chosen, as many others have, to not fly QANTAS, is consistent with PPRUNEs overall mission. If you don’t like the post, or don’t get it, you are perfectly free to ignore it.
To answer a few points for you:
I started a thread which it appears you have read. The Mod closed it and I pointed out to the Mod what the intent of the Thread was. The Mod took the point of the thread and merged it here – that’s what Mods do, at their discretion.
It’s not a complaint – as has been pointed out more than once here – it is comment and contribution on a topic which appears to have received more than 1000 contributions. The same topic has received more than it’s fair share of public comment in the press – some of which has been posted in various threads here. Is it relevant ? I think so, and so did the Mod. Relevant to what ? See the last two paras of Grip Pipes original post here …….
So, where to now for Qantas? I know what I remember about Qantas but I can find none of it in the current airlines experience. I cannot think of a single thing about Qantas that would now make me buy a Qantas ticket over another carrier or pay a premium to do so. Ten years ago I would have chosen Qantas first intenationally and split the difference domestically to be fair but now I cannot.
So to answer my question, where to now? the answer is in how you make Qantas unique again? and can you?
There have been a number of other separate threads started on exactly the same theme and they have been merged here.
It was not one unpleasant experience followed by a dummy spit – it was the last straw having put up with declining service delivery over an extended period of time – as has been pointed out in the posts already.
I was not offered ‘bread and water’ as you state – quite a loose dramatization on your part – it was as I posted, and there is no embellishment. The aircraft hadn’t run out of anything as far as I know. I made a perfectly reasonable service request, and was treated in a manner aptly described as completely dismissive, unacceptable by any reasonable standard, and totally unprofessional.
This forum is a members forum, private forums exist elsewhere for their members, and my post detailing why I have chosen, as many others have, to not fly QANTAS, is consistent with PPRUNEs overall mission. If you don’t like the post, or don’t get it, you are perfectly free to ignore it.
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I KNOW why they perform the way that they do. Staff that are undervalued UNDERPERFORM !!
The formula is simple. Empower these staff to become passionate and proud again and the way back is on track.
Incompetent managers are the usual suspects behind staff underperformance and when under pressure do not perform well themselves.
While this continues to be the status quo, I won't be returning anytime soon if I can help it.
As for the staff that soldier on and do their best under these conditions, I take my hat off to them for their dedication.
The fact still remains that effective steps to resolve Qantas's service problems are yet to take place.
The formula is simple. Empower these staff to become passionate and proud again and the way back is on track.
Incompetent managers are the usual suspects behind staff underperformance and when under pressure do not perform well themselves.
While this continues to be the status quo, I won't be returning anytime soon if I can help it.
As for the staff that soldier on and do their best under these conditions, I take my hat off to them for their dedication.
The fact still remains that effective steps to resolve Qantas's service problems are yet to take place.
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Olive61, my sincere apologies, I intertwined your story with that of "Trevor" however I see they are in fact from quite different authors.
My point, nevertheless, remains unmoved. You made a post addressed to "Qantas". To the best of my knowledge "Qantas" does not read the Professional Pilots Rumour Network, at least nobody who is likely to have any influence in the outcome of your experience, especially as an anonymous poster.
I feel you are mistaken on the latter point, hence why I presume your post was deleted, but certainly why I posed the question to you. The hint as to this forum's overall mission is in the forum's title. While it is not my forum, nor am I even a moderator, I feel confident in saying that it's "mission" as you put it, is not for aggrieved customers to vent their spleen, regardless of how justified, as yours clearly was. To put it another way, you are preaching to the choir. From what I have witnessed, most of the Qantas staff are at least as frustrated, if not more so, than yourself and have heard similar stories to your own innumerable times. Once it's been established that the sky is indeed blue, I personally can't much point in people continuing to point out that the sky is blue based on their own observations. Perhaps that's just me. Both I, and they "get it" to put it in your parlance. Nevertheless I've witnessed several members offer a solution for you, to which you have dismissed on the basis:
I would respectfully suggest that it would certainly appear that you haven't in fact "moved on", and I can't say I blame you for that. However that being the case your extremely rare and valuable time would be better served by addressing the problem by means other than shooting the messengers, and other pilots on this forum have suggested alternative ways above.
My point, nevertheless, remains unmoved. You made a post addressed to "Qantas". To the best of my knowledge "Qantas" does not read the Professional Pilots Rumour Network, at least nobody who is likely to have any influence in the outcome of your experience, especially as an anonymous poster.
This forum is a members forum, private forums exist elsewhere for their members, and my post detailing why I have chosen, as many others have, to not fly QANTAS, is consistent with PPRUNEs overall mission.
I don't run QA memos to CEOs of companies I no longer deal with. I'm far too busy, and have already moved on - see the original post.