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Greed

Old 23rd Jan 2019, 21:09
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Greed

The time has long passed where I was proud to work for Qantas. Jetstar has their own webpage “dontflyjetstar.com” ( and this is not a bash Jetstar thread) but I can find nothing for Qantas. Here is a story of some friends travelling to Japan full fare economy. They booked as one, a married couple, checked in on line 24 hours before departure and get seated apart. Phone customer service to request seats together to be told that’s extra, points or money, asks what happens if one is a minor, the response, well that’s different. The only words I can think of are unconscionable behaviour and outright greed. I would enjoy more hearing of others experience.
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Old 23rd Jan 2019, 21:14
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Dragon
were they on seperate bookings, did they book close to departure date...did they seat select at time of booking sounds like they didn’t....Sabre doesn’t normally split bookings up unless the above.
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Old 23rd Jan 2019, 21:45
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Unfortunately paying for seat selection at time of booking has become the norm for most airlines, not just Qantas. You could start a website for pretty much all airlines on how they screw over passengers. Nothing new to see here.
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Old 23rd Jan 2019, 21:50
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It is something that the full service airlines have attempted to do, borrowing from their Low Fare Airline ilk is to chase ancillary revenues.

Problem being in the pursuit of endless margin growth is that the ticket spend per passenger had previously covered such things as seat selection, baggage and meals.

British Airways, now run by one of the new stable of airline 'managers' that have time in the Low Fare Airline business shows the folly.
The descent into stupidity was highlighted very well by product service failures in catering and IT.

That most of an airline's operating cost is fixed, Low Fare Airlines need to make up for the revenue shortfall.
With slim margins in the airline business it is perhaps not a huge surprise that new management see it as a way to grow ancillary revenue.
That it is less than convincing is no huge surprise either.
That there are airlines which have not decided to follow this approach shows that some choose to brand build, thereby building margin in order to add preium to their brand.
A study of Operating margins shows that this latter approach yields steady results whereas short term, a strategy to nickle and dime your customers rather than endear them to you may work, longer term destruction of brand and premium can in fact undermine attempts to preserve operating revenue.

https://www.thesun.co.uk/news/269953...crapping-free-
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Old 23rd Jan 2019, 23:03
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An issue that I have encountered in the past (not unique to Qantas BTW) is when trying to book 2 people travelling together but each with separate frequent flyer numbers and/or separate credit cards. In all attempts so far this has required 2 separate bookings. Unless I am missing something, there does not seem to be provision to allow 2 travellers to book and pay separately within the same reservation request.

Maybe not a huge issue for most, but annoying to some.
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Old 23rd Jan 2019, 23:14
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Originally Posted by wheels_down View Post
Dragon
were they on seperate bookings, did they book close to departure date...did they seat select at time of booking sounds like they didn’t....Sabre doesn’t normally split bookings up unless the above.
Sorry, none of the above.
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Old 23rd Jan 2019, 23:20
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Originally Posted by dragon man View Post
Here is a story of some friends travelling to Japan full fare economy. They booked as one, a married couple, checked in on line 24 hours before departure and get seated apart. Phone customer service to request seats together to be told that’s extra, points or money, asks what happens if one is a minor, the response, well that’s different. The only words I can think of are unconscionable behaviour and outright greed. I would enjoy more hearing of others experience.
Full fare economy doesn't pay seating charges. Only those in deep discount N.Q,O classes pay. Once they have checked in reservations cannot change those seats because they don't have access to DCS
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Old 23rd Jan 2019, 23:44
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I hear you.....

Hi Dragon,

Recently the family and I flew back across the ditch for Xmas and against my better judgement I booked with QF via Webjet. HBA/SYD/AKL. 2 hour lay over in SYD with all baggage going all the way through, plenty of time for some leisurely pre-Xmas duty free shopping – or so I though.

A text at 23:15 the night before advised us that the ‘red eye’ (Cobham) out in the morning had been cancelled.
Nice man managed to re route us through MEL on (you guessed it) JetStar ☹ and we would have to collect and re check all bags in MEL.

We were travelling with a toddler, a 6 YO with all associated bags and paraphernalia as well as my mountain bike ☹ Arrival in MEL was an hour late and once we eventually stumbled over to International we found the check in system had shit itself. An hour and a half later with some running we managed to make our gate just after boarding had commence thanks to some que jumping at security check.

Once on board all meal requests were null and void as we were now on a different booking and they ran out of kids meals, "they've all run out"
Mrs was fuming!! At least they didn’t run out of beer 😊

This is the first time in years that I had traveled on QF I’m usually loyal to the VA brand and now I know why. The cost saving simply wasn’t worth all the grief.
The return sectors from NZ were all good. Jet Connect have a far better grasp on customer service that the parent company.

BAz
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Old 24th Jan 2019, 02:50
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Is there any airline that doesn't "ignore" it's passengers?

Emirates: their site wouldn't let us check-in online. At checkin we were allocated seats on opposite sides of the A380. Bit of a whinge and 5 minutes of 'fiddling' by checkin staff got us seats across the aisle, one row apart. It was a single booking.

VA: our last 2 flights with them were 90 minutes and 150 minutes, respectively, late departing. The latter very annoying as I rang to confirm if checkin/departure times had been changed and was told I needed to be there 90 minutes before scheduled departure. I was watching on Flight Aware and the aircraft hadn't even departed on its Brisbane / Auckland sector at the time I rang.

Qantas: my window seat preference gave me … a blank wall. 20 years of QC / FF membership didn't seem to count

layman
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Old 24th Jan 2019, 03:06
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We now travel business class where possible and never with qantas. Few problems. Best airline so far has been Austrian hong kong to vienna closely followed by vietnam airlines.
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Old 24th Jan 2019, 03:13
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I agree with the sentiment, I for one am only as loyal as my next paycheck, as SLF its merely a balance of price & schedule.
I have no loyalty to any particular carrier anymore, although I do avoid Jetstar as experience has taught me thier ability to recover from a disrupt is non existant, at least the mothership and other legacies makes some kind of effort.
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Old 24th Jan 2019, 03:20
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Did any of you in the examples above complain to the airline concerned? If so what was the response?

My bet is 80% of complaints aren’t directed to the airlines.....
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Old 24th Jan 2019, 03:24
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"Unfortunately paying for seat selection at time of booking has become the norm for most airlines, not just Qantas."

The OP made no mention of any seat selection at time of booking, just simply stated a incident where a married couple booked two tickets ("booked as one") and ended up being assigned seats in different parts of the aircraft for the duration of a medium haul flight. One would think that if the booking was made as one, at the very least, the airline could ensure that they were seated beside each other.

That QF Customer Service would have been able to provide seating together at the cost of points or cash, show that the seating together was possible, and therefore attaching a cost to make it happen quite simply smacks of gouging.

QF tries to present as the champion and spirit of Australia, but reports like this just make one further believe that it is all a facade.
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Old 24th Jan 2019, 03:51
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My bet is 80% of complaints aren’t directed to the airlines.....
Your probably about right, and the same goes for any business which is why a business must address each compliant with the seriousness it deserves.

So far as the airlines are concerned, front line staff are sympathetic and appear at times appear to share in the grief somewhat, yet they are often powerless to change anything in system where front line realities are a world apart from head office perceptions.
Imagine a world where the basics where sorted before embarking on the pomp and grandeur of game changing product offerings that are anything but.
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Old 24th Jan 2019, 03:54
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Originally Posted by mince View Post
Did any of you in the examples above complain to the airline concerned? If so what was the response?

My bet is 80% of complaints aren’t directed to the airlines.....
Why would you bother? The only written complaints in Qantas replied to are Platinum and above.
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Old 24th Jan 2019, 04:09
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Originally Posted by Sunfish View Post
Best airline so far has been Austrian hong kong to vienna closely followed by vietnam airlines.
I second Vietnam Airlines.

Had an experience recently where a midday, weekday Cobham flight (branded QF) was cancelled SYD->ADL and wasn't offered an alternative seat until 11:00am the next day. Check in staff even said that it was because of the inter-airline agreement that the wait for another seat was so long (read: the reason I was being punished). If its branded, marketed, and sold under the banner of QF then I don't give a crap what behind the curtains agreements are in place.

P.S. I didn't book the ticket. I refuse to fly on the 717s when I have the choice.
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Old 24th Jan 2019, 04:19
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If its branded, marketed, and sold under the banner of QF then I don't give a crap what behind the curtains agreements are in place. P.S. I didn't book the ticket. I refuse to fly on the 717s when I have the choice
No such thing as a Cobham 717 service these days, they are a Qantas responsibly. QF own the machines, maintain them (in that part of the country), and also make the operational decisions.

Cobham merely supply the pilots and some CC, and even those decisions are now made by QF.
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Old 24th Jan 2019, 04:28
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I’ve booked a family member full fare, twice, before learning that it’s just not a good idea!

The cabin crew and checkin staff were cited as the reason that this member will never accept my offer of a free fare on qf again. I’ve also endured 2hrs + WAITING, for call centre reps whilst trying to correct an issue.
Do I blame our crew, checkin staff, call centres? No. I expect that’s just how demoralised some are at the moment. Interesting to note that a lot of posts on qantas’ fb page are complaints about the call centre waiting times.
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Old 24th Jan 2019, 05:45
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Seriously?? Is that what this forum is going to be about now, people bitching about their (or someone else's) travel experience as a passenger?

'My tray table was wobbly, I didn't get a window seat, my flight was late, I didn't like the movies on board'. Do we need this junk on a Professional Pilots bulletin board?

Write to the travel section of the paper or https://www.aviationcomplaints.gov.au/
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Old 24th Jan 2019, 06:27
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Originally Posted by Beer Baron View Post
Seriously?? Is that what this forum is going to be about now, people bitching about their (or someone else's) travel experience as a passenger?

'My tray table was wobbly, I didn't get a window seat, my flight was late, I didn't like the movies on board'. Do we need this junk on a Professional Pilots bulletin board?

Write to the travel section of the paper or https://www.aviationcomplaints.gov.au/

Its simple, if you don’t like the tread don’t read it.
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