Individual Introductions onboard CX
Jun 22, 2015, 3:24 pm
#46
Join Date: May 2012
Location: Los Angeles
Programs: CX GO (in hibernation mode), AA EXP, SPG GO, HH DM
Posts: 316
Jun 23, 2015, 9:33 am
#48
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
Another example of service inconsistency across the network...
Jun 23, 2015, 9:40 am
#49
Join Date: Nov 2007
Location: Hong Kong
Programs: CX, UA, Shangri-La, Hyatt, Starwood
Posts: 7,708
There is more than one greeting...
A few thoughts here...there are actually multiple greetings plural, which is can be (but not always) differentiated between DMs and GOs, as well as sometimes DMs and other OW Emerald. The DM posting above named ac340-541 has a good summary that lines up with my own reality.
DM should technically have at least two greetings. One mostly symbolic from the ISM, and another more practical service-oriented greeting from either the SP or FP. If the crew is good, the SP/FP then look after the DM extremely well throughout the course of the flight. This is most stark in Y class, when the opportunity for above and beyond service is greater (ie earlier meals and meal collection, extra food and drinks, more attentive service, etc). To me attention from the SP/FP - and the corresponding recognition by the BCs working your section - is infinitely more valuable than the ISM greeting.
Although there is technically no service requirement anymore for a GO greeting, it seems it is often is done by the ISM particularly on flights with fewer elites. I'm not sure how often the SP/FP dote on GOs in the same manner they do DMs.
As for DM and OWE, I occasionally noticed a difference. For example last week I flew to LAX. I was the lone DM in the minicabin, but there was a partner program OWE seated behind me. Both of us were greeted by the ISM. However, both the SP and and FP came by to see me (skipping him), and the two BCs working my section were constantly preemptively doting on me (checking my wine glass, came back with more garlic bread unasked, saved me a burger for the entire flight eithout me knowing....I found out about an hour before landing, you know that situation when the BCs have clearly been instructed to take care of you) whereas he got no additional service from what I could tell except for the initial ISM greeting. It was one of those spectacular flights and clearly in that case as a DM I was getting a higher level of service versus another OWE. Don't really know how common this differentiation is.
DM should technically have at least two greetings. One mostly symbolic from the ISM, and another more practical service-oriented greeting from either the SP or FP. If the crew is good, the SP/FP then look after the DM extremely well throughout the course of the flight. This is most stark in Y class, when the opportunity for above and beyond service is greater (ie earlier meals and meal collection, extra food and drinks, more attentive service, etc). To me attention from the SP/FP - and the corresponding recognition by the BCs working your section - is infinitely more valuable than the ISM greeting.
Although there is technically no service requirement anymore for a GO greeting, it seems it is often is done by the ISM particularly on flights with fewer elites. I'm not sure how often the SP/FP dote on GOs in the same manner they do DMs.
As for DM and OWE, I occasionally noticed a difference. For example last week I flew to LAX. I was the lone DM in the minicabin, but there was a partner program OWE seated behind me. Both of us were greeted by the ISM. However, both the SP and and FP came by to see me (skipping him), and the two BCs working my section were constantly preemptively doting on me (checking my wine glass, came back with more garlic bread unasked, saved me a burger for the entire flight eithout me knowing....I found out about an hour before landing, you know that situation when the BCs have clearly been instructed to take care of you) whereas he got no additional service from what I could tell except for the initial ISM greeting. It was one of those spectacular flights and clearly in that case as a DM I was getting a higher level of service versus another OWE. Don't really know how common this differentiation is.
Jun 24, 2015, 4:32 am
#50
Join Date: Jun 2009
Location: YVR, HKG
Programs: CX Diamond
Posts: 208
As for DM and OWE, I occasionally noticed a difference. For example last week I flew to LAX. I was the lone DM in the minicabin, but there was a partner program OWE seated behind me. Both of us were greeted by the ISM. However, both the SP and and FP came by to see me (skipping him), and the two BCs working my section were constantly preemptively doting on me (checking my wine glass, came back with more garlic bread unasked, saved me a burger for the entire flight eithout me knowing....I found out about an hour before landing, you know that situation when the BCs have clearly been instructed to take care of you) whereas he got no additional service from what I could tell except for the initial ISM greeting. It was one of those spectacular flights and clearly in that case as a DM I was getting a higher level of service versus another OWE. Don't really know how common this differentiation is.
Jun 24, 2015, 7:30 am
#51
Join Date: Feb 2010
Location: KMQ
Programs: JMB Diamond,NH Diamond, Marriott Lifetime Titanium Elite, IHG Royal Ambassador Spire,
Posts: 363
As for DM and OWE, I occasionally noticed a difference. For example last week I flew to LAX. I was the lone DM in the minicabin, but there was a partner program OWE seated behind me. Both of us were greeted by the ISM. However, both the SP and and FP came by to see me (skipping him), and the two BCs working my section were constantly preemptively doting on me (checking my wine glass, came back with more garlic bread unasked, saved me a burger for the entire flight eithout me knowing....I found out about an hour before landing, you know that situation when the BCs have clearly been instructed to take care of you) whereas he got no additional service from what I could tell except for the initial ISM greeting. It was one of those spectacular flights and clearly in that case as a DM I was getting a higher level of service versus another OWE. Don't really know how common this differentiation is.[/QUOTE]
I have to say even on regional flights except maybe TPE the personal service still seems to be excellent for me. On a recent BKK to SIN trip in a packed J class, I was in a really bad mood at the start due to noisy kids in the new lounge and then they appeared in the row behind me but the crew really went out of their way to treat me as a DM/ DYKWIA type. Within 30 minutes I was a gentle giant.I have to say Cathay crew really keep me loyal in this way.Its so consistent , its amazing really.
I have to say even on regional flights except maybe TPE the personal service still seems to be excellent for me. On a recent BKK to SIN trip in a packed J class, I was in a really bad mood at the start due to noisy kids in the new lounge and then they appeared in the row behind me but the crew really went out of their way to treat me as a DM/ DYKWIA type. Within 30 minutes I was a gentle giant.I have to say Cathay crew really keep me loyal in this way.Its so consistent , its amazing really.
Jun 24, 2015, 7:32 pm
#52
Join Date: Jan 2014
Location: NYC
Programs: AA EXP, UA 1K, Hilton Diamond, Marriott Platinum
Posts: 223
This isn't quite about in-person greetings, but ... As an AA elite (EXP / OWE) I have, on one occasion (of 4 Y flights and 3 J flights in 2015), gotten a "personalized greeting" on my IFE screen. Just a small popup, "Welcome aboard, Mr. ____________!". This was about an hour into a SIN-HKG flight in Y, and, most amusing of all, my last name was misspelled. Do they type these out manually? Is this a regular CX policy or just a one time thing? My non-status friend traveling with me didn't get the same message, and I've never seen it again after that.
Jun 29, 2015, 11:33 am
#53
Join Date: Jul 2011
Location: Asia Pac
Programs: AA UA DL AS CXDM JL NH Hilton Hyatt Marriott SPG IHG
Posts: 545
This isn't quite about in-person greetings, but ... As an AA elite (EXP / OWE) I have, on one occasion (of 4 Y flights and 3 J flights in 2015), gotten a "personalized greeting" on my IFE screen. Just a small popup, "Welcome aboard, Mr. ____________!". This was about an hour into a SIN-HKG flight in Y, and, most amusing of all, my last name was misspelled. Do they type these out manually? Is this a regular CX policy or just a one time thing? My non-status friend traveling with me didn't get the same message, and I've never seen it again after that.
Jun 29, 2015, 11:44 am
#54
Join Date: Jul 2011
Location: Asia Pac
Programs: AA UA DL AS CXDM JL NH Hilton Hyatt Marriott SPG IHG
Posts: 545
I don't pay much attention to fellow passengers around me onboard so I can't really say how much attention/greetings they've got from the crew. But as a DM in J I can always get whatever meal option I'd like and a few times even both dinner and light meal.
Many of my intra-Asia travels with family are in Y, and there was one time the crew was so attentive that they not only brought blankets from J for my kids, they even helped look after my kids in sleep for me while I took the lava break. That was in addition to the seat block for the middle section for me. Now that's the way to keep a DM flying with CX.
In F, however, I really don't feel anything special as DM, the service quality and degree of attentiveness decreases in proportion to the number of F seats taken. The only time I was not served my choice of soup was on the flight back from LAX to HKG in F.
Many of my intra-Asia travels with family are in Y, and there was one time the crew was so attentive that they not only brought blankets from J for my kids, they even helped look after my kids in sleep for me while I took the lava break. That was in addition to the seat block for the middle section for me. Now that's the way to keep a DM flying with CX.
In F, however, I really don't feel anything special as DM, the service quality and degree of attentiveness decreases in proportion to the number of F seats taken. The only time I was not served my choice of soup was on the flight back from LAX to HKG in F.
Jul 15, 2015, 5:35 am
#56
Join Date: Sep 2013
Location: Singapore
Programs: MPC, KF, Accor, SPG, HH
Posts: 902
Jul 15, 2015, 7:40 am
#57
Join Date: Jul 2015
Location: Hong Kong
Posts: 73
Do these 'greetings' really matter...? Let's just say this is their job to 'look after' their customers regardless of their membership status? All these garlic bread, wine refilling... standard no?
When SP/FP come by say hi to me... it's nice but not compulsory as if without it I will write a complaint letter. Just feed me food and drop by when they are needed as per their job requirement thanks very much
When SP/FP come by say hi to me... it's nice but not compulsory as if without it I will write a complaint letter. Just feed me food and drop by when they are needed as per their job requirement thanks very much
Jul 15, 2015, 7:44 am
#58
Join Date: Sep 2014
Location: DTW - Rochester Hills, MI
Programs: Cathay MPC, IHG Diamond Ambassador, Domestic Airline Nobody
Posts: 715
Do these 'greetings' really matter...? Let's just say this is their job to 'look after' their customers regardless of their membership status? All these garlic bread, wine refilling... standard no?
When SP/FP come by say hi to me... it's nice but not compulsory as if without it I will write a complaint letter. Just feed me food and drop by when they are needed as per their job requirement thanks very much
When SP/FP come by say hi to me... it's nice but not compulsory as if without it I will write a complaint letter. Just feed me food and drop by when they are needed as per their job requirement thanks very much
Jul 15, 2015, 7:56 am
#59
Join Date: Feb 2010
Location: KMQ
Programs: JMB Diamond,NH Diamond, Marriott Lifetime Titanium Elite, IHG Royal Ambassador Spire,
Posts: 363
[QUOTE=Justinroundtheworld;25120297]Do these 'greetings' really matter...? Let's just say this is their job to 'look after' their customers regardless of their membership status? All these garlic bread, wine refilling... standard no?
I like the personal touch. Sure it costs nothing for them and sometimes its superficial as the ISM is not really into it but I like it. I like politeness - we need a bit more
.... And although I have my issues with CX on IT, contracted lounges etc, consistently over the last 5 years they have treated me very well and gone out of the way to make me feel I'm valued when I'm onboard..
I've also tried many other Asian based airlines and with the exception of SQ most have not been able to match CX on regional routes.
On Monday I had a 30 minute connection at HKG due to late arrival. They met me at the gate and escorted me to the new gate. It was only TPE and the next flight was an hour later (which they protected me on) but they made the effort and I got it.Big deal? not really but a nice touch and for a regular flyer I appreciate the effort.
The onboard service in J is remarkably consistent. I work in hospitality and I'm amazed how well it works and how consistent it is compared to most 5 star hotels even at club lounge level.
I like the personal touch. Sure it costs nothing for them and sometimes its superficial as the ISM is not really into it but I like it. I like politeness - we need a bit more
.... And although I have my issues with CX on IT, contracted lounges etc, consistently over the last 5 years they have treated me very well and gone out of the way to make me feel I'm valued when I'm onboard..I've also tried many other Asian based airlines and with the exception of SQ most have not been able to match CX on regional routes.
On Monday I had a 30 minute connection at HKG due to late arrival. They met me at the gate and escorted me to the new gate. It was only TPE and the next flight was an hour later (which they protected me on) but they made the effort and I got it.Big deal? not really but a nice touch and for a regular flyer I appreciate the effort.
The onboard service in J is remarkably consistent. I work in hospitality and I'm amazed how well it works and how consistent it is compared to most 5 star hotels even at club lounge level.
Jul 15, 2015, 8:08 am
#60
Join Date: Jul 2015
Location: Hong Kong
Posts: 73
[QUOTE=jackrussellterrier;25120362]
Absolutely agree - the reception at transfer would make a huge difference in your situation. I suppose these little things are the things that differentiate them.
I've had awful experience with Emirates. The grumpy ground worker in Birmingham, UK might have a long day but so did I. To me it's about the whole package. Seat hardware, inflight service and food are nice, yes, but inconsistent service like what I had left a mark on my clipboard. Nope, Emirates is done for me, at least in a couple of years time.
Do these 'greetings' really matter...? Let's just say this is their job to 'look after' their customers regardless of their membership status? All these garlic bread, wine refilling... standard no?
I like the personal touch. Sure it costs nothing for them and sometimes its superficial as the ISM is not really into it but I like it. I like politeness - we need a bit more .... And although I have my issues with CX on IT, contracted lounges etc, consistently over the last 5 years they have treated me very well and gone out of the way to make me feel I'm valued when I'm onboard..
I've also tried many other Asian based airlines and with the exception of SQ most have not been able to match CX on regional routes.
On Monday I had a 30 minute connection at HKG due to late arrival. They met me at the gate and escorted me to the new gate. It was only TPE and the next flight was an hour later (which they protected me on) but they made the effort and I got it.Big deal? not really but a nice touch and for a regular flyer I appreciate the effort.
The onboard service in J is remarkably consistent. I work in hospitality and I'm amazed how well it works and how consistent it is compared to most 5 star hotels even at club lounge level.
I like the personal touch. Sure it costs nothing for them and sometimes its superficial as the ISM is not really into it but I like it. I like politeness - we need a bit more
.... And although I have my issues with CX on IT, contracted lounges etc, consistently over the last 5 years they have treated me very well and gone out of the way to make me feel I'm valued when I'm onboard..I've also tried many other Asian based airlines and with the exception of SQ most have not been able to match CX on regional routes.
On Monday I had a 30 minute connection at HKG due to late arrival. They met me at the gate and escorted me to the new gate. It was only TPE and the next flight was an hour later (which they protected me on) but they made the effort and I got it.Big deal? not really but a nice touch and for a regular flyer I appreciate the effort.
The onboard service in J is remarkably consistent. I work in hospitality and I'm amazed how well it works and how consistent it is compared to most 5 star hotels even at club lounge level.
I've had awful experience with Emirates. The grumpy ground worker in Birmingham, UK might have a long day but so did I. To me it's about the whole package. Seat hardware, inflight service and food are nice, yes, but inconsistent service like what I had left a mark on my clipboard. Nope, Emirates is done for me, at least in a couple of years time.