Have you travelled by plane recently? We very rarely get the opportunity to fly so when we turned up at Perth Airport a couple of weeks ago, ready to head across the country, we found that the check in counter is now the bag drop off.
We were told we needed to use a computer terminal to print out our boarding passes before dropping off our bags at the counter. I guess it’s all a matter of progress and greater efficiency for the airlines but we certainly missed the welcoming smile of the check in staff and the comfort that comes from having a human let you know that everything’s in order for your flight.
I liked the idea of having someone who knows the procedure being there ready to help you. The lady at the bag drop off was less than cheery and we got the feeling that life would be a lot happier for her if it wasn’t for the inconvenience of having to deal with pesky passengers. Unfortunately we got the same jaded attitude from almost every Qantas ground staff member and one or two of the aircrew that we encountered. The last time we flew, which was about three years ago, Qantas provided exceptional service at all times. I don’t know what’s happened in the company in the last few years but they most of the staff we dealt with were less than friendly.
It seems that everything’s becoming self-service these days. I wonder if by the next time we turn up to travel somewhere they’ll expect us to load our bags onto the aircraft ourselves and then fly the plane too.
Have you noticed the demise of service recently? Is there a company you’ve dealt with in the past that has provided great service only to change to self-service? Banks, shops, petrol (gas) stations, they all seem to get you to do the work and still charge the same amount or more. I’d love to hear about your experiences.
Posted by Rodney Olsen
Technorati Tags: Service – Self-Service – Qantas
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It all depends who you fly with. I’ve received good service from both Virgin Blue and Air New Zealand. Both were very helpful with my luggage and all the rest of it when I arrived at the airport, and I really can’t have any complaints.
Maybe it was due to sharp security-rules?
I really hope the crews just had a bad day – we´ll spend some time from Frankfurt to Perth with Qantas…
The last years we flew with Captain Cook airlines, no extra-friendly service, but ok.
And – though no airline-service – the Wal-Mart-Team in my town sometimes is really good and tries to serve us just great, fulfilling even extra-wishes.
After all it´s the people who can give a little bit of friendliness, no matter what the circumstances are…
I reckon 80% Australians in the service industry are friendly. Heaps better than back home in Singapore where people are generally rude and don’t talk to customers…
I flew with QANTAS last year and was appalled with their service. I had flown with a few other carriers and was very happy with my service, yet I found the QANTAS crew surly and felt I was putting them out whenever I needed something or they served food.
I’m sure I’ve mentioned this once or twice before.
It?s a shame seeing as QANTAS is our national carrier. Australians deserve a little better representation.
Asian carrier by far seem to provide the best service.
I have flown Qantas a bit, twice this year, and found them to be friendly and helpful.
I dont mind checking in electronically, in fact I prefer it. You can choose your own seat, easily and quickly.
Qantas also does not charge you for food or movies, something Virgin does, and yet I have found their prices to be almost identical.
To me great service is about what you get, and how quickly they solve problems. Most businesses offer adequete service, not many offer great service, even if they say they do.