QF: smtgh that really saddened me.

[LukeGT]

As of today I’ve flown about 10’sectors in the last 2 years with QF, and usually I’ve been always satisfied with QF. Particularly in premium cabin the service was professional and attentive. Unfortunately on my last trip something happened to me and I don’t know how to evaluate it.
I travelled from LHR to BKK and was seated in the emergency row seat at the window. The London base crew was extremely polite and tried to carry out a good service.
Due to a problem in the light system, when the cabin director switched off the lights in the cabin, only one light remained unexpectedly active: the one over my seat. I tried to report this problem, since you can guess sleeping in that situation was even harder than usual. The FA apologized and re-assured me they would have reported it to the maintenance crew in BKK in order to fix it.
Once we landed in BKK. I went to the CX lounge where I got a drink and checked my mailbox waiting for the new boarding procedure.
When I reached the seat on board (which was the same of the previous leg), I hoped everything has been fixed. Soon after take off the new crew served the dinner. This new mixed crew (based in SYD with a couple of BKK-based FAs) had a completely different attitude. They were less interested in passengers’ needs and they were definitely less likely to be friendly. In many situations they carried out the service in a boring mood or as if they were making something just because they were obliged to.
Anyway, this perception I got could also be related to the fact I was very tired and maybe I was more inclined to see everything from a bad perspective.
After the meal was served, the crew disappeared. It took 45 to 50 mins before trays were collected (and I was seated in one of the first Y rows!). 3h 30 after takeoff, at the end, lights were switched off but my light remained on.
I admit I was very annoyed from this, since the light really hit me being placed over my head.
Therefore I tried to report this to a FA, who answered me they would have reset the system to solve the problem. Nothing happened in the next 30 mins, so once I came back from the toilet, I decided to report the fact to another FA which was going afterwards along the aisle.
I approached him with an “excuse me” but probably, due to the noise he didn’t get my voice. So I kindly tapped with a finger of mine over his shoulder in order to attract his attention. He turned up and with a extremely rude voice and a very nasty glance, said “Don’t touch me, what do you want?”. I must say I really didn’t appreciate his “incipit” and nonetheless the tone of his sentence and the volume he used to pronounce it. When I apologized and said I touched him only to attract his attention he said “don’t touch me again. NEVER AGAIN” (the caps letter are probably the best way to let you feel the tone) and many passenger were able to hear this conversation: I felt many eyes looking at me, like if I was a criminal. I tried to explain why I contacted him but before I could complete my period he said "stay back, go back" like if I was threatening him. [ I was at least 40 cm far from it in that moment, at the distance I usually hold when talking to any people or any FA!). I felt myself a real stupid. I said I was back and he answered I had to stay far from him and must not touch him before "having the right" to talk him! All this occurred in front of many passengers that probably were able only to get his sentences, because of the tone of his voice.
Once he pointed me with this arm and prompted me where I had to stay (was really humiliating to be treated in that way in front of many people) like as I was a leper, and notwithstandin my apologize he kept to have this attitude with me, treating me as a criminal man.

When finally I was able to explain the situation, he answered I had to wait and they probably would have been done something. But again I didn’t have to touch him for any reason, NEVER AGAIN. as he reapeated several times in a very rude and unfriendly way.
I really felt myself as a wrong man, as someone who was helding a really disruptive behaviour, because his tone and his words really hurted me. But at the end, I thought that what brought me to touch him was related to a situation I was not responsible for.
Anyway, 30 minuted after that, the CSD approached me apologizing about the light issued and told me he would have tried to fix the problem but he was not sure to be able to. His attitude and his approach were really adequate and I thanked him for his effort. They were only able to fix the problem while we were flying east of Townsville.
I don’t think to be a critical passenger. I'm traditionally a quiet person and I don't go around seeking for quarrels or brawls. I’m not one of the people who tried to create difficulties, and I don’t think to hold a disruptive behaviour. So I was really disappointed to be treated as a nasty passenger. I felt very bad about this event, since I didn’t see a real fault from me (ok I touched him, that’s true) and the theatrical way he answered me in front of many other people really annoyed me. Furthermore, I don’t think I need to be warned as a 4 years child, because even though my English is not perfect, I’m not a stupid.
Maybe he overperceived the situation because I was really tired and the light didn’t allow me to rest neither for a minute, but once again, I can’t really explain to me how this has been possible, so would like to hear your opinion about that.
Thank you Luke

[SQflyergirl]

Sorry to hear all that Luke. Hope you've now at least gotten a good night's rest at home

[s7r0ng3r]

Ouch. Part of me thinks that he may have had a long day, so he'd be a little cranky. But this isn't an excuse to treat a guest in such a manner.

[KeithMEL]

Wow. Sorry to hear about all that Luke.

The behaviour of the FA was completely unacceptable. Did you bring it up to the CSM?

Certainly this would be an issue to write in to the airline about if a resolution wasn't achieved whilst onboard.

[LukeGT]

Keith, no I didn't report it to the CSD. Honestly I was not sure if it was the case, and I was also worried by a possible further show in front of 200 passengers.

Do you think I should?

[KeithMEL]

Keith, no I didn't report it to the CSD. Honestly I was not sure if it was the case, and I was also worried by a possible further show in front of 200 passengers.

Do you think I should?

A professional CSM would've attempted to resolve the issue professionally and discretely, however I also understand your need to avoid further commotion onboard.

I really think it's worth writing in. http://www.qantas.com.au/needhelp/dy...Contacts#jump1

The FA might have felt uncomfortable at being tapped on the shoulder, but IMO he completely overreacted.

[Gunnar Smithsen]

Luke,

Wow what an unfortunate incident for you!

As Keith has suggested I would definitely be firing off a letter to QF explaining the situation - did you get the F/A's name?

I would also be mentioning the CSM's name in your letter outlining his helpfulness to resolve the issue (despite it being only upon flying over TSV that you were able to have the problem rectified).

The F/A's reaction was IMO ridiculous and WAY over the top, regardless of whether or not the F/A was having an "off" day, I can't justify his reaction.

[whatsthequestionnow]

So sorry to hear you troubles on QF... but QF having crew that dont care about service in Y... somehow not surprising... hence another reason we stopped flying them around 4 years ago now.

[jhm]

Sorry to hear of your bad experience, Luke. It must have been made worse given the perceived heightened tension on flights in this post-9/11 /increased security era and the risk that if you'd tried to explain yourself, it may have escalated due to no fault of your own.

If you feel minded to do so, write in to complain about the totally OTT and unjustified reaction of the crew member concerned.

Alternatively, you can try to forget about this unpleasant incident. It's a small matter but I also had a bad experience with QF many years ago. I was sat in the first row of Y on a longhaul flight and after we arrived, there was a FA standing in the aisle by the door. I didn't push or even touch her but I did try to walk round her to get off the plane. I remember that she turned round and told me in a not very pleasant tone to wait until the J pax had got off first. I don't mind J/F pax having the chance to deplane first of course but what rankled was the way it was said. Years later, after reading enthusiastic QF TRs on here, I tried QF again a few times and hey, I like them a lot.

Finally, I'm not saying at all that you did anything wrong but personally, I think I would be quite wary about tapping on anyone's shoulder. If I did it with (for example) a SQ girl, I'd worry about where I may end up tapping by accident (the plane is dark, there may be turbulence etc!) and I think it may get taken the wrong way. I think the same must apply if it was a SQ boy or another airline.

[B727]

I am very sorry to hear about this chain of events. It looks like the FA's overreaction was uncalled and I definitely think you should write in to QF.

I typically will avoid any physical contact with the crew and when it comes to reporting a persistent problem, my reaction is to press the call button since that it is the ultimate way of getting their attention.

Especially when a problem has been reported on the previous sector of a long haul flight, I would be busting out pen and paper and on my way to telling the airline why it will be a snowy day in Bangkok before I will ever fly them again!

[hsf]

I would agree that the flight attendant's reaction was totally unacceptable.

Definitely complain!

[Kiwi]

Agree unacceptable. Whether you feel it is worth writing in is up to you.

FWIW QF crew ex-BKK tend to provide poor service. I know I am not alone in trying to avoid those flights (ie on QF given a choice I'd go to/from LHR via HKG or SIN).

[LukeGT]

Finally, I'm not saying at all that you did anything wrong but personally, I think I would be quite wary about tapping on anyone's shoulder. If I did it with (for example) a SQ girl, I'd worry about where I may end up tapping by accident (the plane is dark, there may be turbulence etc!) and I think it may get taken the wrong way. I think the same must apply if it was a SQ boy or another airline.

on a lighter tone about the discussion, jhm, I can reassure you I never had any problem with SQgirl. And believe me that I never could tap in the wrong place. Would be so embarassing.
A shoulder is a shoulder and as far as the plane is dark or there's turbolence, I pay max attention to not tap someone in a "sensible" or offensive place.

Just for statistic, I remember a MXP-SIN where I was chatting with some girls along the aisle (close to a main door) and we had the perception someone smoked in the toilet. When the young and very pretty FA girl came through the aisle, we decided to report the fact.
I remember having tapped on her shoulder.... I only remember a nice tone and an interested face in hearing what I had to say.

Said that, I think that different cultures could lead to evaluate certain gestures in various way.
As I had the chance to discuss with some friends abroad, a kiss a hug and other actions are perceived with a different meaning.

This is the only justification I can find.
Anyway, Considering the other crew has been excellet and the CSD plus a couple of FAs belonging to the same crew were ok, I think I could survive simply forgetting what happened.
=)
Luke