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Qantas diaries 1: Qantas Frequent Flyer disloyalty … I have a friend who had been flying Qantas almost exclusively for the past 15 or so years. Some years he got “free” Qantas Club when he flew enough, some years he didn’t so he happily paid for Qantas Club access. Come this year, his flying has been reduced but still wanted to access the Qantas Club when he did fly. He got his “Welcome to Silver” letter from Qantas but thought nothing more of it. He phoned up and they told him, too bad, you can’t renew, you need to rejoin and therefore pay the exorbitant joining fee again. It doesn’t matter that they can see that he’s been a Qantas Club member for 15 years, he still has to pay to join again. Escalating up to the head of Qantas dis-loyalty achieved nothing. It seems that things are so great for the airline industry at the moment, that Qantas will happily burn a 15-year frequent flyer without a second thought. They expect customers to be loyal to Qantas, how about some loyalty in return.
Qantas diaries 2: Shock Horror! I returned on the weekend from a work trip that saw me fly Melbourne to London and back with Qantas (QF9 and QF10) with a great many Qantas affiliate flights in between. How does 10 legs and 8 different airports in 15 days sound? Well shock horror and hold onto your seats here, everything was just fine. All flights left on time or within 30 minutes of schedule, no lost bags, no missed connections, the food was mostly edible (I was in economy — dam that crisis!). The only thing that didn’t work was the Qantas entertainment system on the Singapore–London leg for about an hour while the attendant doggedly and ultimately successfully did everything she could do to fix it. How dare Qantas manage to meet expectations … now I have no stories to tell. To make matters worse, they even get me into Melbourne on the final and home leg 45 minutes early. I was worried my taxi guy wouldn’t be at the airport yet (he was).

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