Are QANTAS becoming arragant
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Hang on proplever, VB full of 89ers? Do you mean scabs or are you refering to those that didnt go back? In the millions of threads on this issue the scabs have been the baddies,so has the wheel turned in your opinion. What is wrong with these gents?
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Proplever is spot on regarding the disposition of some customers. Also spot on regarding the fact that one bad experience does not mean the whole company is arrogant (note spelling).
The important lesson for all customer service people here is that one small comment (regardless of whether or not it was taken out of context) can have a disproportionate affect on a customer's attitude towards the company.
Blue belly, your post reeks of tall poppy syndrome.
The important lesson for all customer service people here is that one small comment (regardless of whether or not it was taken out of context) can have a disproportionate affect on a customer's attitude towards the company.
Blue belly, your post reeks of tall poppy syndrome.
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Proplever and Longhauler, it is worth remembering that without customers you do not have much of a business. Even if they are a real pain, and even if they draw the wrong conclusions about the service you are offering,once they are gone you are on your way out. In my case I did not make any comment to any staff member of QANTAS. I simply observed the level of service provided and will vote with my feet. The comparisons with Telstra and the Commonwealth Bank are well made.
[ 06 November 2001: Message edited by: bonzaman ]
[ 06 November 2001: Message edited by: bonzaman ]
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So Blue Belly- what do you mean??
I don't think QF will be making a loss this week...
Bonzaman- don't tar everone with the same brush, treat everyone as an individual. Yes, service in QF depends very much on the individual.
As for qf being on the same level as Telstra/ CAB- are you kidding?? How many AN pax did QF carry in the last 8 weeks?? How many at a reduced fare?? How many thank yous have you seen in the media about that fact. Would Telstra offer free services/ phone calls if a telephone provider went bust?? Did the offer free internet services when One Tel went bust?? Did CAB offer free sevices when Pyramid went under??
Yes, some in QF should read about customer service....
Time to get off the soap box...
[ 06 November 2001: Message edited by: invertedlandings ]
I don't think QF will be making a loss this week...
Bonzaman- don't tar everone with the same brush, treat everyone as an individual. Yes, service in QF depends very much on the individual.
As for qf being on the same level as Telstra/ CAB- are you kidding?? How many AN pax did QF carry in the last 8 weeks?? How many at a reduced fare?? How many thank yous have you seen in the media about that fact. Would Telstra offer free services/ phone calls if a telephone provider went bust?? Did the offer free internet services when One Tel went bust?? Did CAB offer free sevices when Pyramid went under??
Yes, some in QF should read about customer service....
Time to get off the soap box...
[ 06 November 2001: Message edited by: invertedlandings ]
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bonzaman:
You have my sympathy but really you should not be surprized . The self loading freight (SLF) that patronizes QANTAS ( i.e. the unwashed and pretend elite ) have been so well brainwashed by local travel agencies ( and patriotic tunes) that they accept what they get as being the very best. This in turn makes it easy for staff to treat all and sundry just as you were treated. It’s some sort of entrenched mind set that affects those who have trifling amounts of power. Don’t bother with this airline in future because if you do then you’ll be on the receiving end once again. The rat on the tail says it all.
KIFIS
You have my sympathy but really you should not be surprized . The self loading freight (SLF) that patronizes QANTAS ( i.e. the unwashed and pretend elite ) have been so well brainwashed by local travel agencies ( and patriotic tunes) that they accept what they get as being the very best. This in turn makes it easy for staff to treat all and sundry just as you were treated. It’s some sort of entrenched mind set that affects those who have trifling amounts of power. Don’t bother with this airline in future because if you do then you’ll be on the receiving end once again. The rat on the tail says it all.
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If you don't travel during meal times all you get is morning/afternoon tea or supper. During meal times you will get a choice of hot or cold meals. If you are expecting a 4 course meal at 10:30 in the morning you will probably be disappointed.
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Proplever, I think that you have a good point. I have travelled on QF (3x), AN (2x) and VB (1x) this year, and have encountered a variety of different levels of service on all the carriers.
With QF I found that the younger CC were much more friendly and gave the best service out of the three carriers, whereas the older ladies seemed to treat me as though I was interupting them if I needed something.
AN was mostly better. VB seemed lovely and willing to help, but spent most of the trip phoning each other from each end of the plane. They didn't seem professional enough.
Now I have been working in the hospitality industry for four years (front line) and can understand that some customers are just plain hard to smile at. When Mr Smith is telling you that you have a great butt in your uniform at the same time Mrs Jones is yelling at you because your pokies are 'ripping her off'-- well put yourself in my shoes. Still I have found that the best way to deal with this is to just ignore the rudeness, and get on with your job.
I think that all staff in the front line of customer service need to remember that without customers we don't have a job. Unfortunatly too many forget!!
With QF I found that the younger CC were much more friendly and gave the best service out of the three carriers, whereas the older ladies seemed to treat me as though I was interupting them if I needed something.
AN was mostly better. VB seemed lovely and willing to help, but spent most of the trip phoning each other from each end of the plane. They didn't seem professional enough.
Now I have been working in the hospitality industry for four years (front line) and can understand that some customers are just plain hard to smile at. When Mr Smith is telling you that you have a great butt in your uniform at the same time Mrs Jones is yelling at you because your pokies are 'ripping her off'-- well put yourself in my shoes. Still I have found that the best way to deal with this is to just ignore the rudeness, and get on with your job.
I think that all staff in the front line of customer service need to remember that without customers we don't have a job. Unfortunatly too many forget!!
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bonzaman,
You said:
"...it is worth remembering that without customers you do not have much of a business. Even if they are a real pain, and even if they draw the wrong conclusions about the service you are offering,once they are gone you are on your way out. In my case I did not make any comment to any staff member of QANTAS. I simply observed the level of service provided and will vote with my feet...."
I totally agree with this statment and refer you to my statement regarding customer service people.
The other point I would like to make is this: If you went into a McDonalds store and received bad service would you badmouth the company and not go back?
Answer: Probably you would not go back - FOR A WHILE - then eventually you would return to McDonalds - not because you have to, not because you have no other choice, but simply because you know that you received bad service from the PEOPLE involved and that is not likely to happen every time."
My question: "why do airlines, particularly QF, seem to be prone to such a high level of "bashing" from the customer? Of course it is different to serving hamburgers but the point is they are both companies providing a product/service.
[ 06 November 2001: Message edited by: Longhauler ]
[ 06 November 2001: Message edited by: Longhauler ]
You said:
"...it is worth remembering that without customers you do not have much of a business. Even if they are a real pain, and even if they draw the wrong conclusions about the service you are offering,once they are gone you are on your way out. In my case I did not make any comment to any staff member of QANTAS. I simply observed the level of service provided and will vote with my feet...."
I totally agree with this statment and refer you to my statement regarding customer service people.
The other point I would like to make is this: If you went into a McDonalds store and received bad service would you badmouth the company and not go back?
Answer: Probably you would not go back - FOR A WHILE - then eventually you would return to McDonalds - not because you have to, not because you have no other choice, but simply because you know that you received bad service from the PEOPLE involved and that is not likely to happen every time."
My question: "why do airlines, particularly QF, seem to be prone to such a high level of "bashing" from the customer? Of course it is different to serving hamburgers but the point is they are both companies providing a product/service.
[ 06 November 2001: Message edited by: Longhauler ]
[ 06 November 2001: Message edited by: Longhauler ]
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Too all the SLF on this thread. If it is any consolation to you all, come feb. you will have one less cabin crew member on most QF International flights.4 instead of 5 in Y/C on a 767.
One less to complain about now that is an improvement !!!
[ 06 November 2001: Message edited by: capt cynical ]
One less to complain about now that is an improvement !!!
[ 06 November 2001: Message edited by: capt cynical ]
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One thing that hasn't got a mention so far in this thread is the cost involved in providing a level of service. In the last twelve months, all we heard on this thread was how great VB and Impulse were becasue they were offering CHEAP fares. QF have, I'm sure, reviewed the level of service and catering provided to remain competitive with their cheaper rivals.
All those who advocated that CHEAP IS GOOD, cannot now complain about the level of service/catering provided by the remaining carriers - you have gotten what you paid for and demanded!!
All those who advocated that CHEAP IS GOOD, cannot now complain about the level of service/catering provided by the remaining carriers - you have gotten what you paid for and demanded!!
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Longhauler, because of relative cost of a hamburger compared to an air fare, the dissapointment is likely to remain in my memory for longer. Much has been said on this thread about the staff having a bad day or fed up with dealing with difficult customers etc. The problem with that argument is that QANTAS create an image of what the customer is to expect when travelling with them. The staff therefore need to provide that level of service or the customer will, inevitably, be dissapointed, and find an alternative. Furthermore, I suspect the many people, myself included, are concerned about the strength that QANTAS now has in the marketplace, and how it may use it. The attitude of staff will be critical in confirming or dispelling this fear.
[ 06 November 2001: Message edited by: bonzaman ]
[ 06 November 2001: Message edited by: bonzaman ]
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Arrogant? Since Ansett, that's putting it mildly!
Tried using your precious ff points lately?
(That's assumming you have enough now!)
Stood in the queue in SY domestic with people flowing out the doors and onto the roadway being told that the computer system has failed? When you do eventually get there, you are very politely told that the system just cannot handle the increased load. (Guess it's Ansett's fault then?)
As for business class, just had the 'honour' of two QF business class trips to Singapore and London. The first cost A$3500 and the second $7500. (And that was not full fare!) How do they get away with it?
When one gets up there it is half full of Qantas staffers and who are all very 'matey' with the actual staff - and you feel like .. well ...
Just a thin selection of recent experiences -dont blame the staff though, QF staff are the best when they get the chance. All management issues - but then Geoff, if we are talking about arrogance ....
Ex QF Gold Card Holder.
Tried using your precious ff points lately?
(That's assumming you have enough now!)
Stood in the queue in SY domestic with people flowing out the doors and onto the roadway being told that the computer system has failed? When you do eventually get there, you are very politely told that the system just cannot handle the increased load. (Guess it's Ansett's fault then?)
As for business class, just had the 'honour' of two QF business class trips to Singapore and London. The first cost A$3500 and the second $7500. (And that was not full fare!) How do they get away with it?
When one gets up there it is half full of Qantas staffers and who are all very 'matey' with the actual staff - and you feel like .. well ...
Just a thin selection of recent experiences -dont blame the staff though, QF staff are the best when they get the chance. All management issues - but then Geoff, if we are talking about arrogance ....
Ex QF Gold Card Holder.
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The question is "Are QANTAS becoming arrogant?"
Dear Mr.Bonzaman, you have ONE joker who poorly represents the company with a dismissive attitude, you get a dry sandwich in Business Class and the WHOLE company is ARROGANT!
Let me tell you, that I have been WORKING MY TAIL OFF ever since Ansett were grounded. Our schedule has increased and our loads are full. We have taken on some extremely frustrated, disrupted customers from Ansett and tried to look after them to the best of our efforts. During this time my co-workers and I have noticed a dramatic increase in the number of ARROGANT customers we are trying our best to provide a quality service to.
An opinion from the other side of the fence.....beleive me it is VERY difficult to remain polite and give a consistently happy disposition throughout a 9 hour shift when every second person is using you to vent their spleen. It is so unnecessary. The customer is not ALWAYS right! I do NOT think that it is RIGHT (at all) to scream abuse, sneer, threaten and swear just because you are a paying customer and are unhappy about putting your bag UNDER your seat, or because your flight has been delayed due to technical problems, or because the competition went broke and you've just lost your Golden Wing membership and all of your points. Try and understand that we are all doing it tough at the moment. If the customers are doing it tough you can bet your nelly that the staff are too. (as ARROGANT as we are!)
[ 07 November 2001: Message edited by: flying_fox ]
Dear Mr.Bonzaman, you have ONE joker who poorly represents the company with a dismissive attitude, you get a dry sandwich in Business Class and the WHOLE company is ARROGANT!
Let me tell you, that I have been WORKING MY TAIL OFF ever since Ansett were grounded. Our schedule has increased and our loads are full. We have taken on some extremely frustrated, disrupted customers from Ansett and tried to look after them to the best of our efforts. During this time my co-workers and I have noticed a dramatic increase in the number of ARROGANT customers we are trying our best to provide a quality service to.
An opinion from the other side of the fence.....beleive me it is VERY difficult to remain polite and give a consistently happy disposition throughout a 9 hour shift when every second person is using you to vent their spleen. It is so unnecessary. The customer is not ALWAYS right! I do NOT think that it is RIGHT (at all) to scream abuse, sneer, threaten and swear just because you are a paying customer and are unhappy about putting your bag UNDER your seat, or because your flight has been delayed due to technical problems, or because the competition went broke and you've just lost your Golden Wing membership and all of your points. Try and understand that we are all doing it tough at the moment. If the customers are doing it tough you can bet your nelly that the staff are too. (as ARROGANT as we are!)
[ 07 November 2001: Message edited by: flying_fox ]
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flying_fox, thank you, I suggest you prove my case. I have a solution to your problem, just go on doing your job, the same way, you will find that, as time passes, the lines of customers will diminish, and in the not to distant future, if you really work at it, you may not be bothered by customers at all!!
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Dear Bonzaman, you are more than welcome. And thankyou for the constructive tip!! (You took that post rather personally - you wouldn't happen to be one of those people I was just referring to, would you now!) 
A solution to your problem is perhaps when you start using Virgin Blue as your preferred carrier (as you are promising) try to remember that you are doing yourself no favours by being rude, disruptive and ARROGANT, because your next alternative after VB is to drive!
[ 07 November 2001: Message edited by: flying_fox ]
A solution to your problem is perhaps when you start using Virgin Blue as your preferred carrier (as you are promising) try to remember that you are doing yourself no favours by being rude, disruptive and ARROGANT, because your next alternative after VB is to drive![ 07 November 2001: Message edited by: flying_fox ]
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Dear flying_fox,
It would seem to me that you are indeed the one "taking it personally".
If you peruse Bonzamans original post you will note that he is ASKING A QUESTION not MAKING A STATEMENT. RTFQ.
As for making the asumption that Bonzaman may be your "customer from hell" I can assure you that nothing is further from the truth. I know the man and he is a gentleman who knows what Customer Service is all about, his company has several awards for just that.
As a last note, IF Virgin also start to suffer from lack of smiles I'm sure bonzaman will revert to FLYING HIMSELF around.
Steps down off soapbox and pours a red!
BSB
It would seem to me that you are indeed the one "taking it personally".
If you peruse Bonzamans original post you will note that he is ASKING A QUESTION not MAKING A STATEMENT. RTFQ.
As for making the asumption that Bonzaman may be your "customer from hell" I can assure you that nothing is further from the truth. I know the man and he is a gentleman who knows what Customer Service is all about, his company has several awards for just that.
As a last note, IF Virgin also start to suffer from lack of smiles I'm sure bonzaman will revert to FLYING HIMSELF around.
Steps down off soapbox and pours a red!
BSB
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123.40,
You appear to be asking what the word becoming means, so here, for your education:
become(-um) v.i. & t. (-came, -come). come to be, begin to be,(~ Prime Minister, morose, an invalid; what has ~ of my hat?, where can it be?); suit, befit, look well on, (it ill ~s you to complain; how that hat ~s you!; a becoming hat). becom’ingly (-ku-) adv. suitably, gracefully, ele-gantly. [BE-,COME]
Taken from The Australian Pocket Oxford Dictionary.
Whilst talking about dictionaries, bonzaman, if you tell me where your circus is setting up its tents next week, I would be happy to send you a copy.....you clown.
[ 07 November 2001: Message edited by: RPPT ]
You appear to be asking what the word becoming means, so here, for your education:
become(-um) v.i. & t. (-came, -come). come to be, begin to be,(~ Prime Minister, morose, an invalid; what has ~ of my hat?, where can it be?); suit, befit, look well on, (it ill ~s you to complain; how that hat ~s you!; a becoming hat). becom’ingly (-ku-) adv. suitably, gracefully, ele-gantly. [BE-,COME]
Taken from The Australian Pocket Oxford Dictionary.
Whilst talking about dictionaries, bonzaman, if you tell me where your circus is setting up its tents next week, I would be happy to send you a copy.....you clown.
[ 07 November 2001: Message edited by: RPPT ]
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RPPT congratulations on a well thought out and reasoned post!!! Are you a QANTAS employee, if so, you are a part of the problem.
Biscuit Chucker, thank you for your comments, I accept that there are some people who defy your best efforts to please. If you refer to an earlier post of mine you will see that I did not throw a tantram, I did not make any comment to any staff member of QANTAS, I merely observed.
My original motivation for creating this forum is that I have, in the past admired QANTAS for its standard of operation. However I suspect that since the demise of Ansett, some people within the company believe that service to the customer is no longer necessary.
I will vote with my feet, I have used Virgin before and found them to be enthusiastic, if a little unsophisticated, but I can live with that.
Biscuit Chucker, thank you for your comments, I accept that there are some people who defy your best efforts to please. If you refer to an earlier post of mine you will see that I did not throw a tantram, I did not make any comment to any staff member of QANTAS, I merely observed.
My original motivation for creating this forum is that I have, in the past admired QANTAS for its standard of operation. However I suspect that since the demise of Ansett, some people within the company believe that service to the customer is no longer necessary.
I will vote with my feet, I have used Virgin before and found them to be enthusiastic, if a little unsophisticated, but I can live with that.
