Absolutely agree. This is however the typical response from businesses that focus solely on volume, never acknowledge the concerns of the individual, always counter with positive scenarios, Airlines, Telcos and fast food are businesses that use this strategy a lot. Political strategists also gravitate towards this mindset. The part that got my attention was the shared room accomodation, not for me, I would book my own and cop the $$.
There is a reason people use the terms Jetscum and Sh*tstar when referring to them colloguially. I guess you get what you pay for. Sadly with the passing off of routes from the full service to the lcc makes it hard to avoid using these rubbish carriers sometimes. I know many people who have booked and then had flights canceled at the part minute, then told to come back in 12 or more hours for the next flight. Easiest thing is to avoid at all cost.
The leadership of these companies seems to forget your service is only as good as your weakest link, not your strongest. If they have such great businesses it should be easy to have great backup systems in place to deal with issues, so things like accom for delays etc should be easily dealt with rather than people being given poor, sporadic, no information and support.
I read an article about Ryanair the other day, where Michael O'Leary said (in reference to their change of tactics re customer service) something to the effect of "if I knew being nice to people was so profitable, I would have started being nice a long time ago" (he probably said it far more colourfully!). But I think it's true - cheap is one thing but it doesn't excuse poor service - this applies to any airline - full service and LCC alike.
No Airline Exec should ever apologise for putting passenger safety ahead of schedule.
Any airline, whether full service or LCC, is going to have difficulties when forced to divert in a foreign country and hours limitations begin to kick in. Late night landing with other airlines also diverting - hotels/buses are difficult to arrange I suspect
Would Tracey have preferred the pilots to declare mayday and attempt to land in bad weather, or have tired pilots fly outside of hours, probably breaching all sorts of laws and insurance conditions.
That said would have been better that David Hall addressed the actual circumstances rather than the author.
Not at all. Yes it should have been more apologetic in tone annd it should have addressed the issues.
But the original article was a complete whinge - time taken to check-in (seen a QF/UA/DL Y queue for LAX flights) and delay in communication in BKK (as the very few staff in BKK were probably trying to arrange buses and hotels)... Reality is JQ actually arranged buses and hotels, something even full service Airlines fail to do (eg QF Aug 2014 at LAX where 300+ pax slept in terminal)
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Jetstar CEO missing the point?
TheRealBabushka
TheRealBabushka
Member since 21 Apr 2012
Total posts 2,058
Missing the point? Who else thinks Jetstar's CEO, David Hall's response in the Fairfax "papers" to journalist Tracey Spicer misses the point?
GBRGB
GBRGB
Qantas - Qantas Frequent Flyer
Member since 21 Jan 2014
Total posts 292
Absolutely agree. This is however the typical response from businesses that focus solely on volume, never acknowledge the concerns of the individual, always counter with positive scenarios, Airlines, Telcos and fast food are businesses that use this strategy a lot. Political strategists also gravitate towards this mindset. The part that got my attention was the shared room accomodation, not for me, I would book my own and cop the $$.
TheRealBabushka
TheRealBabushka
Member since 21 Apr 2012
Total posts 2,058
The positive spin is quite disgusting...I keep thinking of Tony Blair! *shudder*.
mitchimus
mitchimus
Qantas - Qantas Frequent Flyer
Member since 23 Mar 2012
Total posts 67
There is a reason people use the terms Jetscum and Sh*tstar when referring to them colloguially. I guess you get what you pay for. Sadly with the passing off of routes from the full service to the lcc makes it hard to avoid using these rubbish carriers sometimes. I know many people who have booked and then had flights canceled at the part minute, then told to come back in 12 or more hours for the next flight. Easiest thing is to avoid at all cost.
mitchimus
mitchimus
Qantas - Qantas Frequent Flyer
Member since 23 Mar 2012
Total posts 67
The leadership of these companies seems to forget your service is only as good as your weakest link, not your strongest. If they have such great businesses it should be easy to have great backup systems in place to deal with issues, so things like accom for delays etc should be easily dealt with rather than people being given poor, sporadic, no information and support.
apacau
apacau
Member since 02 Jun 2013
Total posts 38
I read an article about Ryanair the other day, where Michael O'Leary said (in reference to their change of tactics re customer service) something to the effect of "if I knew being nice to people was so profitable, I would have started being nice a long time ago" (he probably said it far more colourfully!). But I think it's true - cheap is one thing but it doesn't excuse poor service - this applies to any airline - full service and LCC alike.
moa999
moa999
Qantas - Qantas Frequent Flyer
Member since 02 Jul 2011
Total posts 835
No Airline Exec should ever apologise for putting passenger safety ahead of schedule.
Any airline, whether full service or LCC, is going to have difficulties when forced to divert in a foreign country and hours limitations begin to kick in. Late night landing with other airlines also diverting - hotels/buses are difficult to arrange I suspect
Would Tracey have preferred the pilots to declare mayday and attempt to land in bad weather, or have tired pilots fly outside of hours, probably breaching all sorts of laws and insurance conditions.
That said would have been better that David Hall addressed the actual circumstances rather than the author.
TheRealBabushka
TheRealBabushka
Member since 21 Apr 2012
Total posts 2,058
moa999,
Seems you miss the point to?
TheRealBabushka
TheRealBabushka
Member since 21 Apr 2012
Total posts 2,058
Poor grammar and spelling!
"Seems you missed the point too?"
moa999
moa999
Qantas - Qantas Frequent Flyer
Member since 02 Jul 2011
Total posts 835
Not at all. Yes it should have been more apologetic in tone annd it should have addressed the issues.
But the original article was a complete whinge - time taken to check-in (seen a QF/UA/DL Y queue for LAX flights) and delay in communication in BKK (as the very few staff in BKK were probably trying to arrange buses and hotels)... Reality is JQ actually arranged buses and hotels, something even full service Airlines fail to do (eg QF Aug 2014 at LAX where 300+ pax slept in terminal)