Originally Posted by
arjen05
This is exactly what I hear when asking for it. In addition they’ve often asked me for details on the Ulti programme, mostly after telling me:
- Ulti is something ‘new’, that only had been created very recently. (compared to the average age of senior pursers @ KL, it must feel like yesterday indeed)
- We don’t see Ulti passengers on board that often, so we don’t know exactly what to do.
In one of my earlier posts I’ve written about meeting a senior purser instructor on board, she was in charge of training and examining other senior pursers at KL, and that was one of my worst flights. She said things like ‘there are so many platinums and Ultis on our flights that we mostly ignore them’. It felt like newly promoted pursers fail there exam if they read Ulti preferences and follow up upon.
I can only tell my neighbour is a purser at KLM and she understands the "specialty" and impact of Ulti's on her flights... she even tries to upgrade them whenever she can.
I do believe KLM and AF need to put up more clear, strict and mandatory service levels per class and not leave it up to the purser... it seems to be too loose wrt protocols.
And... either live up to it or lower the standards... nothing worse than creating false expectations.
Also it is my feeling, sometimes there are reminder periods towards the staff for freq flyers and the service gets better for some weeks before plunging again... but that's just a feeling...