A couple of days ago, I was in Auschwitz! Which is the subject for another post (at least one). But also to say the I’m starkly aware of the contrast which the poor souls there faced in the context of our minor inconveniences over the last 48 hours…
I began Sunday, 11 July, early with a flight from Warsaw to London Heathrow. A terminal change, from the luxurious T5 to the dilapidated, crowded T3. Then boarding and preparing for the total sensual assault that entails flying for 27 hours in Economy. QF32, the 12:05 departure, even got away from the gate well in time with a promise from the captain we’d be early in Singapore.
Some 2 hours into the flight he announces we would be returning to London to secure some “loose cargo.” I got the gist that Frankfurt doesn’t have Qantas A380 Techs, so if the problem was serious, we would be delayed longer there than in London, where seemingly, techs abound. So, more serious than loose cargo I suspect. (I mean there are techs at Frankfurt that can operate a Tie Down, right?)
Don’t get me wrong. I’m not upset the pilot took us back. If there was a loud bang in the rear of the aircraft, I want the pilot to get us down safely and fix the problem on the ground. I gather the problem must’ve been pretty serious though. At least serious enough for the pilot to add at some 6 hours onto our flight, not to mention dump 30% of our fuel (so we weren’t too heavy to land), and incur the additional cost of landing slots, departure slots, and fuel burned en route.
What happened next though began as a comedy of errors, and descended into customer experience hell.
No Drinks
Our first meal, lunch, a choice of Chicken with Terragon or Pork Goulash, had been served late. It transpires that the crew had been discussing the possibility of diverting to Frankfurt for a couple of hours. Without a decision being made, they weren’t in the position to serve the meal. (Why? Beats me.) What that meant was that by the time the meal was served, there was now no more time to serve drinks before touchdown back in London. Actually, there was. Lunch had been served immediately prior to the turn-around, and we had 2 hours before touch-down in London. Bizarrely we weren’t served a drink with lunch. We hadn’t been served the customary water and juice (champagne in Business) before take-off either.
So by 15:45 we were back on the ground, but hadn’t yet been served a drink. As boarding began at 11:00 this was already well over 4 hours for most passengers.
No Connectivity
Back on the ground the techs took some time to establish we’d lost one of the toilet covers. Quote “This is not a structural component, merely an aesthetic cover for the toilet, which has departed the aeroplane.” Departed the aeroplane?!?!? What the hell does that mean?
As the aircraft was being refuelled, we were instructed not to turn on mobile phones. This made it impossible for people to contact their loved ones to let them know what was happening. I had contacted home via the on-board SMS service ($1.90 to send or receive a msg) as soon as we turned back, and was using my NetComm MyZone & iPad to keep Twitter updated as events transpired.
Weirdest though, was the simple lack of communication. Neither the captain, nor the Customer Service Manager, let us know what was happening. We did have the standard, “Please don’t use your mobile phones message,” a number of times. After about 2 hours I spoke to one of our flight attendants, Natasha, pointing out that as we were no longer refuelling it was the captain’s discretion to allow mobile phone use. At this stage we were well into 6 hours of the flight and people hadn’t the opportunity to let others know. Fortunately he decided to lift the communication ban. I got a cheer from those close enough to hear my request. (Why did it take a passenger to ask for this?)
Still no drinks
By this stage people were getting pretty restless, and I went to the front galley, next to the open door, to chat to a couple of the crew. I inquired about getting a drink, and was told “the soft drinks are locked in the bar with the alcohol, and there is a legal restriction on us serving this on the ground.” Pardon me, but a legal restriction?!?!? This ironically from a flight attendant that had just washed 3 first class glasses in front of me. Yep, First and Business, and presumably Premium Economy upstairs, were all being served. Just us muppets in Economy were dry.
To be fair, he did offer me a glass of water, but didn’t escalate to the CSM to serve drinks (even water) to the passengers. I was then asked to return to my seat, because I was blocking the “Emergency Exit.” Despite a gaggle of 5 crew and another 3 passengers milling in the same place. (Not to mention the 16 Emergency Exits with slides) I rather suspect my questions about customer service were unwelcome.
Allowable Crew Time
Twice the CSM called the crew to stand by their stations for a conference. No update to the passengers, but it didn’t take a rocket scientist to figure out that 6 hours into a flight, looking down the barrel of at least another 12 to Singapore, our crew was reaching the legal duty limit.
Now I’ve had family work in two airlines before, and remember well that in these situations there’s usually a back-up crew who get called to take over. Not it seems for Qantas A380 crew in London! Our little bang in the cargo hold was turning out to be a real disaster.
Natasha told me that the Cabin Crew had unanimously voted (via the in-phone conference) to continue on. Apparently Cabin Crew can do that. Obviously the Cockpit Crew couldn’t.
Cattle class
We finally received an update that local Qantas staff had a “process” to cater for these occasions and we would be put up in a local hotel for the night. Great! Technically it should be a 12 hour break, so only a 12 – 13 hour delay, aiming to depart early Monday morning.
No, we wouldn’t be allowed to take our bags off the flight, as there were no facilities to re-check us in, in the morning. This was to prove a lengthy decision, but more on that later.
Of course we weren’t at one of the bays which could cope with the A380. So we deplaned (in class order of course) via a single external stairwell at the front of the aircraft. That’s over 400 people.
But where to now? There were just 3 Qantas staff to show the way. I don’t know if you have ever been through T3 at Heathrow, but it’s one of the busiest in the world. Without anyone telling us where to congregate, it was nigh on impossible, even for a fluent English speaker like myself, let alone the French couple in the seats next to me, to figure out just where to go.
I hung out just before the exit from Customs until I recognised a Qantas Ground Crew member and confirmed we should head out. I was next to the huge sign warning there was no re-entry. The last thing I wanted was to be out, with the flight congregating somewhere in transit, and no way to rejoin them.
We then were stood outside T3 whilst we waited for coaches. Literally just herded like cattle, with no announcement, no update, just a letter informing us we’d be given a room, a couple of meals, and our flight would depart at 9am the next morning. (9am!! Er, that’s 15 hours, not 12)
1st and Business were accommodated at the Hilton, whilst we were to be taken to the Park Inn. A wonderfully salubrious establishment on the outskirts the airport. Of course 1st and Business class passengers where whisked to their accommodation as soon as they hit the street, whereas the rest of us were left standing. As to the crew, we didn’t see hide nor hair of them.
Drinks…
Eventually at 20:35 I asked to speak to the Airport Duty Manager, and was told that 3 were on duty, & I was speaking to one. I set the context that we hadn’t had a drink since prior to getting on the aircraft at 11am, and that he may want to consider the passengers, standing in the heat, after over 9 hours without a drink. Initially I was met with “Sorry sir, we just don’t have facilities, we just want to get you to your hotel and will get a drink there,” but to Simon’s credit he re-assessed his response and organised a couple of pallets of bottled water from somewhere. This was greeted with cheers from the passengers, shortly before a group of touring schoolboys broke into song. They were joined in harmony by the touring English Netball Team. 
Again, why did it take a passenger to suggest common sense, let alone customer service, to managers on duty? It struck me that all of the crew were empathetic, friendly, and when presented with solutions, they responded appropriately. Yet none of them took the initiative! They needed to be given instructions from their superiors, whom were too busy filling in paperwork and following “the rules.”
Board and Lodging
So by 20:45 the last 150 or so of us finally got onto a couple of coaches and were bussed to the Park Inn. As we approached, there were hoots of derision. It really is a run down place, but hey, a bed for the night. Everyone was given a room key, a dinner voucher, a breakfast voucher, and a 5 min calling card. The vouchers made it very clear that you could eat from the buffet only, no room service. The mini-bar and phone would be charged directly to the customer. But to top the day off, we were allowed just one soft drink!!?!!!?!
By this stage passengers had been making friends and bonding, so there was no lack of people to share a bottle of wine with, whilst we watched the last 30 mins of the World Cup. Speculation was that the crew really just wanted to catch the final, so had returned for that (totally unsubstantiated of course)
Up to the room – wonderfully asylum green walls, with nappy beige carpets (or is that caramel). Fortunately there was wi-fi. Not free of course, but Skype access gave me a 30 minute trial, which was enough to Skype home. The bandwidth was good, and a 30 min video seemed a touch better than a 5 min call.
23:45 Sleep!! We have to catch the 6:30 coach for our 9am flight. Really?!? I mean our bags are on the plane, we already have a boarding pass, there’s no check-in, why do we need 2.5 hours to traverse the 5 min airport road? (No idea.)
Brutal
I reckon that the hotel must’ve spoken to my wife about my sleeping habits, because the wake-up calls, 4 of them, began at 5:33 every 10 mins. Of course by this stage I’d had 5 hours sleep in about 48, so was feeling a little the worse for wear.
Down for breakfast, and I just sit down with my bacon, sausage baguette, to be told by a Qantas staff member that the last coach was leaving. But I’d had a refreshing sleep. I had hot tea, cold orange juice, a fresh baguette, and wonderful English bacon. So I was not to be rushed. After all, I figured we’d make the airport about 2 hours early anyway, and my bag was on the plane.
Ok, I was a little intimidated, and ate my Choc au pain on the coach.
There’s nothing like organisation….
And this was nothing like organisation. Back to the airport, back through security with all of the unpacking and undressing that entails, into the general terminal building. Right where’s our gate? Nup, not assigned!! (I’m really glad I rushed my breakfast to get here early.)
First the board mentions QF32D is awaiting gate. Then it lists the gate being announced at 8:45. (now 8:00) Then at 9:18 the gate is announced as Gate 5. Pardon!?! That’s the gate we disembarked at yesterday. So not only have they not moved the aircraft, they could’ve just told us to return here in the morning, and they certainly didn’t need over 2 hours before putting it on the board. Ho hum, in for a quick day then.
Now, we’d been told about out 9:00 departure, and as it was well past the hour we ran to the gate so as to aid our crew in getting onto the plane as quickly as possible. Why? I don’t know really, as there was a 400 strong queue waiting to be let into the gate. Only to sit waiting for boarding to be called.
When the rules should no longer apply
“No sir, you can’t get on the plane. We have to board 1st, Business, and Premium Economy Class first, and then in numbered rows from the rear.”
“Excuse me miss, but we’ve done this before, we’re all here, and we know exactly where we’re sitting.” Of course this is a pointless exercise, rules must be obeyed, despite the customer experience. This time though, we’d all bought our own drinks.
Hotel California
Finally, we’re across the ramp, and up the steps, on the plane. Buckled, ready to go by 10:15, when we hear Captain Anthony Borden again: “It seems 4 passengers haven’t made it back to the flight. As this is a security risk, we have to remove their bags.” Of course we realise no one has been scanned aboard, so there’s a bit of hunting for them to do to find out exactly who’s bags need to be removed.
The ground crew worked feverishly in the English summer heat to locate and retrieve the bags, but despite their best efforts it was well after our slot time of 10:30 by the time they’d completed the task. Another announcement, “We’ve missed our departure slot, the company is doing it’s best to negotiate an earlier time, but we’ve been allocated an 11:30 departure.” Out of the window I can see QF31, the inbound flight for today’s QF32. Sigh, our delay now stands at 23hrs30
“You can check-out any time you like,
But you can never leave!”
Hotel California, The Eagles
Singapore
Lunch was served. The identical menu to yesterday, so this time I had the chicken instead of the pork. And yes, we had a drinks service this time too. Again, after the meal, rather than with it as is customary. (Nope, no idea why…)
But this time our flight was largely uneventful.
New crew…
In Singapore we were given just 30 mins to disembark, with all of our carry-on luggage, and return for boarding. That’s a real pity, because Changi Airport is arguably the best in the world, and great for shopping. Not to mention getting a quick shower. 30 mins isn’t enough time though.
Our British crew left, and our Aussie crew joined. What a difference.
Yet more delays
40 passengers haven’t made the plane. By this stage, the rest of us are laughing. Hysterically. We certainly aren’t expecting to leave on time. But they find the passengers. No need to remove more luggage from the flight. All the time the crew is serving drinks, finding out what people need, would like. Helping mothers with children, and generally providing good service, we’re just too jaded to notice now.
After push-back we sit on the tarmac for a while, whilst today’s QF32 taxi’s into the bay next to ours, and we hear the dreaded ping of the Captain’s PA. “Sorry folk, we have a warning light, and need an engineer to clear the aircraft as safe, so we’ll be taxi-ing back to the gate.” Uh-oh, are we going to leave before the next flight? Passengers are actually wagering on the odds.
However, the first thing our new crew does, is break out the drinks trolley and serve all the passengers. (Huh, that law must be just for Qantas, in London, for Economy Class I guess)
And finally…
In short order we’re back on the tarmac. No idea what time it is in Singapre, London, or Sydney for that matter. We take off, and the captain put’s us in the jetstream with a tailwind, and full power. He makes the 9 hour flight from Sing in 6hrs45 – good on yer.
Of course we’re expecting the worst now. After all, anything else would just be so passe. What’s it going to be? Sydney closed for weather requiring a diversion to Melbourne or Adelaide? Passenger emergency requiring a turn-around or landing in Perth? Actually, neither of those.
Our wonderful captain (this one has been updating us constantly) does get onto the PA and mention that we can’t disembark until Quarantine has cleared the aircraft. Apparently a passenger has been sick for the entire flight, and law requires a quarantine check.
It seems it was an unaccompanied minor. Probably dehydrated…
The Sydney Quarantine Crew were very quick, and before I knew it, I was at the luggage carousel. I love Immigration in Sydney, they’re amongst the fastest in the world, and definitely the friendliest.
After 40 mins by bag still hadn’t appeared, and I was starting to worry. Between checking it in on a separately booked flight in Poland, and all of the rummaging around in the hold, I didn’t rate my chances that it had actually made it all the way.
And then, I heard my name called. One quick enquiry, yes it was my name. My bag had arrived 12 hours before on another flight Go figure.
Customer Service and Customer Experience
What a nightmare. It struck me that following the rules and processes isn’t enough. It may get the form ticked for customer service, but that doesn’t equate to a good customer experience. For that you need people to take initiative, think through the issues from the customer perspective, and sometimes, yes, break the rules.
- Is it more important to serve customers drinks, or lock the drinks cabinet because a superior said so? Seriously, I’m not the only one with a medical condition that requires continual hydration, and there’s only so much water you’re allowed to carry onto a flight nowadays.
- Is it more important to get to your hotel, or look after your customers? At least until you know personally that you’ve done all in your power to mitigate the situation.
- Is it more important to save face, or update people with what you do know, and how you’re attempting to find out what you don’t? Yes, “I don’t know,” is a valid answer.
I get the impression from “Business Stripped Bare” that had this been a Virgin Atlantic flight, the crew would’ve seen this as an opportunity to party, and look after the passengers until a relief crew, or bus came for them.
Sadly, it wasn’t…
But then, a couple of days ago I was in Auschwitz….
Postscript
PS If you were one of the passengers on QF32 from London on Sunday 11 July, please add your comment below.
PPS I did take a bunch of video throughout the experience, which I’ll be posting as soon as it’s edited and online.