Talking point | For all the chatter about Qantas being in 'cuts, cuts and more cuts' mode – jobs, routes, services and anything else which can keep a lid on costs as the airline faces an estimated $300 million loss in the July-December 2013 period – the Flying Kangaroo is rallying its frontline staff for a renewed focus on service.
Earlier this month saw the leaking and circulation of 'the Qantas Service Promise' – a customer care doctrine for all Qantas International flights.
"The Qantas Service Promise defines the minimum acceptable level of service our customers expect and are entitled to at all times throughout their experience with us", the document begins, before laying out five 'cabin essentials' of recognition, meal services, comfort, refreshments and the environment.
The document then explains how these services are delivered and differentiated between each cabin class, from first to economy.
What caught our eye was a reinforcement for the personalised greeting offered to top-tier Qantas frequent flyers in the economy cabin.
Highlighted as one of the 'cabin essentials' for economy, the inflight team are to 'identify Chairmans, Platinum One and Platinum Frequent Flyers, using their names throughout the flight.
Of the many passenger touchpoints available throughout a journey, this could seem to be one of the least significant. It's certainly not a make-or-break moment.
Yet among frequent flyers, this personalised greeting often seems to be a yardstick for how well – or how poorly – the airline is doing on the customer service front.
If you're a Platinum-grade Qantas frequent flyer, just how important is this personal recognition when you're travelling in economy? And how is Qantas' track record holding up for recent international flights you've taken?
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