MilesDependent

Spent a couple of days in Melbourne over the long week-end. Although I have been to MEL many times, I normally go QF domestically but went AN this time for the UA points. The main reason for writing this is to vent some anger at (in my opinion) a poor airline (when compared to the competition).

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8 June 2001
AN 59; SYD-MEL
767-200 (VH-RMO)
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After downing a few drinks with my work colleagues, I was off to the airport for my 22:25 flight to MEL. This is actually the last flight out of the AN domestic terminal at SYD, so the airport was practically deserted. I arrived at the airport at about 21:00, and went straight up to the economy class check-in. The guy at the desk informed me that I was eligible to use the 'Sapphire' check-in counters because I am * Silver (more on that later) - but obviously as I was already at the counter, it didn't make much sense going over to Sapphire! I tried to get on the 21:30, but to no avail - "I can't even sell you a ticket" was the response. I was given 9A in Y on the 22:25. The check-in agent was friendly.

I was travelling with a bit of a novice, and he actually 'forgot' to check-in his bag. I didn't even notice, until we were sitting down having a drink. His bag was about 3 times the legal carry-on limit, I can't believe no one at security or check-in said anything!

My first encounter with rude AN staff was at a gate where a plane was boarding. I asked the 'gentleman' behind the counter if he knew if there was a bar in the area. His response: "I can't help you now. Take a seat and I will get to you when I can". Very unacceptable. Possible alternative answer: "I'm terribly Sir but I'm not too sure, why don't you try asking at Customer Service located near Gate X".

After a last-minute cigarette, we headed to gate 15 to board the 762 to MEL. No pre-flight anything from the folks at AN (not that there woruld be at QF). Not even a 'hello' (which there always is on QF). As usual, they were playing the pre-departure rock music, which I must say I don't like. Much prefer the elevator music used on most airlines. A few minutes later, a work colleague boarded the plane with their partner. It's amazing how many people from work head out of SYD over the long weekend.

Take-off was on time towards the south (16R I think). Flying time to MEL was 56 minutes.

I had a vegetarian lacto-ovo requested, and was given a plate of fruit, while everyone else got a delicious apple tart and cheese and crackers. Unless there was miniature pork inside the tart, I'm not too sure why they didn't just give me the apple tart. Not a criticism of AN, I have found this on just about every airline. As for the fruit plate (3 dried apricots, 2 halves of kiwi fruit, 2 slices of melon and 2 slices of pineapple) not bad but the kiwi fruit was completely under-ripe and not edible (by either me or my friend).

Pretty standard flight to MEL - one of the smoothest I've had. During the flight they show the Channel 7 News, and had full audio available. Although I tried to get a cup of coffee, I was not offered. They seemed to skip 3 rows while serving. I did ask for a cup about 25 minutes out of MEL, but it never arrived. I also asked for a pen so my friend could complete the cross-word in the magazine. The attendant pulled one out of their pocket, and placed it on the tray table - not a word said, and not a smile. The attitude was "a pen…. can't you afford your own pen….". Not impressed once again. How hard to say: "Certainly Sir - good luck with the Cross-word" (the page was open on the tray table. That would take an extra 3 seconds, not very hard. QF would manage to do it.

Upon arrival we transferred to the Medina Grand hotel. Now - this was not my choice, but seeing as we were arriving at midnight and then going out till 5, we didn't see the point in staying somewhere better this first night. That said, the room was absolutely amazing. A one bedroom apartment with huge balcony, excellently furnished, right down-town Melbourne, for about US$60 (AUD 110).

I won't bore you with our activities in MEL - needless to say we checked out the clubs at the Crown Casino, as well as the Spy Lounge (awesome place), the Market, the Bay Hotel in Mornington (excellent), and countless other bars, pubs & clubs!!

Anyway - the following day we transferred to the Westin Hotel. This was my first time at the Westin. I must say I was quite looking forward to my stay, as I have read a great deal about the hotel on Flyertalk. And I was not let down. Upon checking into the hotel we were upgraded to a high Balcony Room overlooking Collins Street, much better than the boxes overlooking a building on the opposite side of the hotel. On the cheapo rate I was staying on, I was most impressed. The bad news was because I booked the hotel through an Agent, I would not get Starwood points, and the stay wouldn't count towards Gold Status. I understand about the Starwood points, but I think it is a bit silly for the stay not to count the stay towards status. I mean - I am CHOOSING to stay at the Westin. Anyway - I should make Platinum this year anyway, so I wasn't that upset. My silly fault.

The staff at the Westin are just so good. My every request was fulfilled. I even asked them for a 2001 Sheraton Guide Book, and while they didn't have one, they called up the Sheraton Towers in MEL and arranged for one to be sent to me in Sydney. Service.

The rooms are very good as well. Apart from the delightful heavenly bed, the room had the most awesome shower I have ever used (separate from the tub of cause). It has kind of a massive shower head built into the ceiling (so it's like rain), together with a detachable head on the side. The pressure of each head can be set individually, but the temperature is constant between them through a temperature nozzle. So you can just set the temp to 38 degrees and away you go. I can't overstate how good the overhead shower head was. Between the shower and the heavenly bed, I just didn't want to leave the room!!! The room also featured the cordless keyboard internet access throught the TV. I've seen this at the Westin in Seoul as well.

The public areas of the hotel are very elegant, but not pretentious and over-stated like the Grand Hyatt. Being a small hotel (about 250 rooms), the lobby was nice and peaceful, and just a very pleasant place to be. The restaurant in the hotel (Allegro) was also excellent, and not too pricey. The staff once again were genuinely friendly without the arrogance or pretentiousness you often get at 5* hotels.

The fitness centre (called the Wellness Centre) was good as well - but nothing compared to what is offered at the Crown. But the one at the Crown is always packed. The Whirlpool at the Westin is the place to just sit and relax for hours!!!

Criticisms of the Westin. Yes a few (I'm hard to please). Service Express took too long to answer the phone. Sometimes 15 rings. They often answered the phone hello Mr (my surname). But there were two of us in the room, how did they know it was me…do they have cameras!!

Overall - I would have to stay the Westin Melbourne is an experience. One of the finest hotels I have stayed at (and I have stayed at a lot). You managed to get the excellent service, without any arrogance, and it actually seemed genuine, which is so unusual.

On the final day I had one last shot at the Crown Casino and managed to leave $65 up. Up until that point I had walked away each time even, so I was most happy to leave there up. I was quite impressed with myself for not putting the whole lot on red as well!!!

…let the AN rant resume…

A few hours before we were supposed to leave, my friend received a phone call from AN saying the 19:30 had being cancelled, and our new time was 19:55. OK. But I didn't get a call DESPITE the fact that AN had my contact details (I told them when I confirmed the flight a few days prior).

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11 June 2000
AN 56; MEL-SYD
767-200 (VH-RMH)
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Arrived for the 19.55 flight at 19:10 (AN said to ARRIVE at the airport at 19:15), and found the queues for Y obscenely long. Ahh, but the check-in guy in SYD said I could check-in at the Sapphire counter, which was deliciously empty. So I went up to the counter, but was approached by a AN guard on the way. I showed him my Star Silver UA card, and was told "you can't check-in here with that card". My response, "Yes you can, the check-in agent in Sydney told me I could. His response, "Sir - I am telling you, you can not check-in here, now move to the other line" (not please). This guy (he had a large moustache and just looked mean) was one of the rudest people I have ever met. My final protest was ignored, and he just looked at me. I was not rude at all, yet I was shot-down in a completely arrogant manner. Totally unacceptable. How hard to say "I'm terribly Sir, but this queue is only available to Sapphire AN members and Golden Wing members". After my protest, he should have said, "I'm sorry Sir, there is nothing I can do, I'm afraid I'm going to have to ask you to join the Y class queue". You do not have to be RUDE to be forceful, and AN should tell their staff this.

Check-in was a mess as well. The Agent said she couldn't allocate me any seats, and I had to go to Customer Service to get seats. I asked her what the problem was out of interest, yet was ignored, and asked again to go to Customer Service. Her directions, down the elevators, turn left. So I followed them, walked about 100m, and there was nothing there. Back to the escalators, and they were to the right. I did not miss-hear her, she just did not know.

Queued up a bit longer, and approached the counter. I told her we need two seats and showed her the blank boarding passes which were issued at the check-in counter. As a bit of a joke, I said "preferably in first class", with a big smile and in a laughing voice. Her response, "not on this ticket", and didn't even look up. She then said we couldn't have two seats together, I asked why not, and she said because the plane was full, and I arrived late. I didn't say this but how about the fact that I requested two seats together, how about the fact that I turned up when I was supposed to. Now there were only two of us, and this shouldn't happen. I am also *S, but that means ABSOLUTELY nothing to AN (pun intended). I ended up with seat 18F.

Boarded the plane about 19:45 and proceeded to my seat. I switched to 17F so a family could sit together (no sweat to do that). Pushed back 5 minutes late at 20:00 on board a completely packed 767-200.

A little bit rough out of MEL, but nothing too bad. Meal service commenced about 15 minutes into the flight. I was given a lamb souvlaki, to which I protested and said "ahh…you should have a vegetarian lacto-ovo meal for me". Take away the lamb souvlaki, for the lady to find my meal. I might add that the person in front of me was given their special meal a few minutes before, so I was a little concerned. In the meantime I ordered a Coke from a "Gentleman" named Michael. The lady next to me said "I'll brad a Coke thanks". And I said "I'll grab one too". Michael's response: "Please??". I was not impressed by this stage, and he said, "don't worry, no one ever says it" and walked off. Now I'm not sure if he was trying to be funny, but I took serious offence at that. Who is this guy to criticise my manners??? Once again, it was more how he said it, with a serious tone of attitude. I just can not imagine QF doing this, and as for SQ (who I normally fly) - they would be up for immediate dismissal.

The lady came back and informed me that AN did not load my special meal on the plane, but she would get me a salad from business class. She apologised, and I said it had happened before, and she said she would look into it. A few minutes later Michael walked past, and I enquired about my Coke. "I'll get it when I get to the back of the plane". The girl next to me had given up (10 minutes had passed by this stage), and ordered one from someone else. I was just curious how long he would take. The girl came back with the salad and cheeses from Business, and was very friendly, and apologetic. Michael returned at this point with my Coke (exactly 16 minutes after ordering it). At this point the Cabin Manager came and apologised for the mix-up with my meal, and said he would write it up in his trip report. That's good. I ordered a special meal, they did not load it onto the plane, they apologised, remedied the situation as best they could, and had the big cheese speak to me. What I expect.

The rest of the flight was uneventful. We landed at SYD 5 minutes early at 21:10.

Now - I have travelled a lot and realise that it is not possible for staff to be super-friendly all the time if they are busy. But my experience with so many poor AN staff means I will not travel AN domestic again. Why should I? QF are just SO much better. Now maybe if I was * Gold (which I will be in about 3 weeksm and UA 1K by October or November) they would be nice to me… but QF are genuinely friendly to me despite the fact I always travel them Y, and have absolutely no OW status.

The above is obviously not bad when compared to some of the other stories round here…I won't get into my other AN experiences, but I have flown them about 10 times in the last 3 years, and something has always gone wrong. No more. What's the point when I can go QF and have an enjoyable experience.

I am sending the above to AN, and will advise whether I receive a response. I am doubtful.

[Edited 28/2/02 - interesting to read this after the failure of the airline....]


[This message has been edited by MilesDependent (edited 02-28-2002).]

Skystar

Very surprising experiences, contrary to most experiences on this board.

Did anyone ever say 'absolutely'.

Do not be surprised if you get a response from AN, I have done work with Customer Relations, and tiered members do get special treatment (sometimes we did put Star Silver (even if they weren't our own) in the Business Recovery pile). I filled out a customer card on a trip during the Olympics to check whether it works, and yes, I got a response.

Cheers,

Justin

MilesDependent

Reply from Ansett:

*****
Dear XXXX

Thank you for your email and please accept our apologies for your unfortunate
experience whilst flying with Ansett Australia. It is by no means, the level of
service that we continually endeavour to provide for our valued customers.

Your feedback on this issue is certainly appreciated and as we continue to
develop and enhance our services, your comments will prove invaluable.

Thank you for choosing Ansett Australia.

With Kind Regards
Webmaster
*****

Real personal. Not even signed by a real person.

Skystar

Well,

My experiences come from written hard copy letters. Most of the replies are form letters (for minor complaints [replies to non tiered members]).

We didn't get too many email complaints, come to think of it. Either that, or the web people weren't passing them on.

I think you'd get a good response if you sent it in via mail, and perhaps changed your tone slightly.

I'd agree that the email response is unsatisfactory.

Cheers,

Justin

trentis

It is unfortunate that you had such a bad experience. It just doesn't sound like AN. But I think everyone has had bad experiences on every airline they've flown with frequently (sometimes you get a bad lot). Btw, just over a year ago I had the same experience as you, but on QF. Just terrible.
I'm glad to hear that your experiences on QF have been a lot better!

MilesDependent

Thanks for the comments. I think you're right, I'll send them an edited (ie, tone) version of the above via the mail. I will keep you posted as to whether I get a response. Any idea who I should address the letter to?

That's very true about bad experiences. I've been speaking to a few people at work who fly QF more than I do, and they had some pretty terrible stories. I think I've just had a bad run on AN, and a good run on QF.

That said, next time I fly domestically on economy I think I'll just use points and upgrade to AN Business. I've got a stack of AN points from my global rewards visa and diners card, which I've never used.

Clement Lowe

Use the points on AN Business. It's worth it, even on 733's. And try to get one on the A320. For some reason, perhaps someone could tell me, I was barred from A320 flights from SYD-ADL on award...HUMPH!

Tell me if you're successful.

Cheers,

Clement

Skystar

MilesDependent,

You have every right to complain, so, here's the address

Customer Relations
Ansett Australia
501 Swanston Street
MELBOURNE VIC 3000

Make sure you let them know that you're a tiered member (ie. Star Silver, UA Premier?). It's unfortunate that you've had bad experiences on AN, because I'd say most experiences on this board have been quite positive - but that doesn't make up for the bad experiences which you've had.

Cheers,

Justin

Austman

I've found AN domestic to be reasonable in economy class and good in business class. Most staff have been friendly and helpful.

I'm Star Gold and have had no problems using the Star Gold check-in or getting into any Golden Wing lounge.

I've also received a couple of operational upgrades to business class.

I haven't flown QF for a while but will be doing so next week. MEL-SYD-CNS-SYD-MEL. That's 4 flights, all in business. It'll be interesting to compare the AN and QF domestic business class products.

gleff

I've found AN domestic (SYD-Brisbane, Brisbane-CNS, and CNS-SYD) good in business... on an A320 and 767. I'd fly them just for the incredible vanilla bean ice cream that they served.

And I must say, that as someone used to clubs in the US, I was quite impressed by the snacks, service, look, and feel of the AN club in SYD.

Maybe my expectations have just been beaten down so far...

MilesDependent

I think the folks at AN sat down and said,

"mmmm... OK guys, we gave Mr MilesDependent a really terrible flight. Excellent. But we need to screw him one last time".

"I've got it. Perfect solution. Let's not give him his UA miles!!!! Teach him right for choosing UA over AN".

"Hah!! Well done. You've got a good future here at AN young man."

"And the best part Sir - he's got an e-ticket and I bet you he didn't keep his receipt, which means he's stuffed!!!".

"Top job team. Dismissed."

Well - the above is an exageration of cause. But AN didn't give me the miles for the MEL-SYD, and the SYD-MEL miles were posted about 24 hours after the flight. I spoke to UA and they said because it is an e-ticket, I need the original receipt. Which of cause I don't have. They said to send in the boarding pass, and they might be able to work something out...

Austman

MilesDependent, I've noticed the same thing getting AN flights credited to my SAS EuroBonus account.

One trip MEL-OOL, was one flight number but two flights:- MEL-SYD and SYD-OOL. So one e-ticket, one check-in but two boarding passes. And only one of the flights posted miles to EuroBonus. Strange.

And with AN e-tickets, bought from the internet, you have to specially request that a receipt be faxed to you. I still have that at least. It might be hard to claim the miles without it.

trentis

as long as you still have the boarding passes for your AN flights there should be no problem getting the points credited to your account.

MilesDependent

UA have said they will accept the boarding pass which is good. So much stuffing around for 308 miles!!!

I sent in the hard-copy complaint letter to AN today. I changed the post around a fair bit, to change the tone, and formalise it a little. I'll be sure to post a follow-up if AN get back to me. I included the fact that there response to my e-mail was unacceptable.

Regards.

MilesDependent

Update time: It's been 6 weeks and not a word from Ansett. Absolutely pathetic. Surely it shouldn't have taken them this long to respond. Any suggestions?

MD

[This message has been edited by MilesDependent (edited 08-04-2001).]