Tuesday, February 15, 2011
Unknown
Always believe in your soul
You've got the power to know
You're indestructible, always believe in, 'cos you are Gold
(Spandau Ballet)
The Virgin Group have just made me
Gold Status with them. Thank you!
What does this mean?
Because I am also Gold with United and Platinum with Qantas it means:
- I fly too much
- Lounge access whenever i fly internationally almost anywhere in the world
- Lounge access at almost all domestic lounges in Australia
- Priority security lanes and boarding (when available)
- Priority for upgrades
- Bonus Points
This does make me happy! Let me toast this with a glass of free airport lounge Champagne (unless in the USA where alcohol isnt free in lounges!)
Tuesday, December 28, 2010
Unknown
I have flown Qantas a lot. A real lot. Up to now I have been on Qantas
- 356, 745 miles
- 574,125 kilometres
- 14.33 times around the world
- for 32.2 days inside their planes!
Their reward to me has been to name me a
Platinum Frequent Flier -
Thank you Qantas.
Recently Qantas sent me an email which said:
We've made a variety of changes in the last few years to give you a broader, more rewarding program. The coming months will see further changes, including enhancements for most frequent fliers...You'll find highlights ....
Now to me, an "enhancement" means:
To make greater, as in value, beauty, or effectiveness; augment and to provide with improved, advanced, or sophisticated features. "YOU BEAUTY!", as we say in Australia! Enhancements!
So I read the email. The Qantas enhancements were:
- a reduction in the number of times I can use their private airport lounges. Currently I can access them at any time. The email told me that "From 1 February 2011, Platinum members must be travelling onward that day ". There was a bit of an outcry from Qantas Frequent Fliers about this one. So much so, that they amended this to allowing us to access the lounge, when we land as well!
- a reduction in how much luggage I can check in
- the removal of my lifetime access to a private personal check in queue and the replacement of that with access to check in machines -the same machines that all passengers will be using
- if I fly TWICE AS MUCH as I currently do, I can now get 3 chauffeur driven rides to the airport- 3 car rides for a spend of around $15 to $18 000 a year..yay!
- While not a loss to Platinum Flyers, priority access to frequent flyer seats is being offered to other fliers, dilutiing my benefit so there will be more people looking earlier for scarce frequent flyer seats
- Some new program fees are being introduced and some existing fees are changing
- priority security lanes are being introduced at peak times at Brisbane, Melbourne, Perth and Sydney (T3)
domestic airports.
Pick the enhancements?
When Qantas meant enhancements for most frequent fliers, they clearly did not mean Platinum. Interesting. In other words, in a recession economy, Australia's flag carrier did not see the need to focus on the group most likely to put money into them. In fact, they took away some privileges that probably don't cost Qantas much. I may sound sour grape-ish but my employers invest a lot of money into Qantas on my behalf and I feel a little ripped off.
I wasn't happy so I wrote to Qantas. I told them that:
- I felt their email was dishonest suggesting enhancements and highlights. I would prefer if they had been honest and said its a tough economy, we are reluctantly reducing your benefits
- I can not see why flying Qantas 61 times (and their partners 13 times) a year is worth it. If I flew 30 times and 7 times, I will still get their next tier down: Gold status and almost all the privileges I do now. I means I will fly Virgin airlines more
- I was unhappy that the loss of lifetime check in priority
- I was disappointed over the loss of anytime lounge access (now answered)
The reply was a study in how not to respond to an angry customer. The email ignored my feelings as a customer and sought to justify the airlines position. Point by point:
- I don't agree that our email regarding the changes to Platinum benefits was misleading or dishonest.... With new Premium Security Lanes, additional options for Platinum members who [if you fly twice as much} there are new benefits
- Basically, you receive a higher level of service compared to Gold Frequent Flyers, whether if be membership benefits, enquiries or day of travel facilities and services. You're a Platinum Frequent Flyer and we allocate you the highest level of service in recognition of your loyalty and preference for travel with Qantas... YES CUSTOMER DOES NOT FEEL THAT!
- Regarding priority check-in for Silver Frequent Flyers, the On Q check-in system will provide a speedy alternative. Priority check-in will remain available for Silver members traveling internationally.
- "Anytime access for Platinum members is being removed from 1 February 2011. However, we've offset this by allowing Platinum members arrival access on arrival. Sorry that this wasn't outlined in our initial email." which I know is dishonest as I saw the email from Qantas marketing which noted that the change had been made in response to feedback.
The classic line "Your feedback is important to us and I've forwarded it on to senior management for their information" was included.
As a result, I am so frustrated with Qantas that I am now boosting my travel with other airlines. Some of my friends will be shocked at my lack of one eyed loyalty any more!
Come on Qantas, you can do better.
Tuesday, December 21, 2010
Unknown
The
2010 Qantas Christmas card doesn't show metres of snow or faulty engines.
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Image: Copyright AP Photo/ Steve Parsons taken from Herald-Sun
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Difficult job being in Qantas PR this year.
I do wish people would stop blaming them for the snow delays though.
And think!
8 stranded jumbos. Thats 3200 people on them and at least 3200 people waiting for them. Every 24 hours they are delayed is another 6000-7000 people.
If they all called Qantas simultaneously and spend 5 minutes talking to an agent 70 000 minutes of calls or 10 000 hours -every 48 hours. You would need 500 agents all working 10 hour days just to deal with them. Thats assuming every one calls and that their calls only go for five minutes. All during Qantas busiest period yet.
So stuck in snow? No use blaming the airline. One can only trust that they are trying to get 6999 other people home too. Check your options but if the airports are closed, you are not going anywhere. Sorry!
Save your anger for the real things that Qantas is showing-like a crappy New Zealand-Australia offering, inconsistent service
and the downgrading of benefits for long term frequent fliers (thats tomorrows blog)
