Flying Blue Platinum Ultimate Status

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Old Sep 16, 18, 9:14 am
  #1471  
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Originally Posted by Goldorak View Post

We are not talking about large numbers here. How many Ulti does an outstation see ? One once in a while. And, as I said, HKG was one of the station that was providing consistently good service to the Ultimate members and in the same conditions as of today (i.e. one flight late evening), so nothing different last week vs previous occasions.
Indeed, this thread is talking a lot about escort and expedited services. Why ? Simply because this is the most important benefit (along with reserved lounge area) for very frequent travelers like Ulti/HON/etc. Most of the rest is in the nice-to-have category. And this needs to be provided as a consistent perk and not just sometimes, if the weather is nice or if the agents are in a good mood that particular day. To have now “tested” a very significant number of airports since I am Ulti, I can tell you that it is just a question of goodwill and professionalism under the management of the station manager. I have seen outstations with limited ressources providing extraordinary/top notch service while some others with plenty of staff and at non-peak times did not want to move a finger remaining on super lazy mode. What made me upset in HKG is that it was a “consistent” station until now.


happy to know that you are safe.
Sorry for being unclear.
I was talking about probability theory when I referred to the law of large number.
I guess that I already made that point some time ago so nothing original. At CDG they can have and train a large number of staff tp pamper VIPs. Each day, they know that they might need a dozen staff give or take a couple.
In HKG, the number of VIPs vary between 0 (no P pax, no officials, no Ulti) and maybe 6 or more when P is full and a couple of Ulti travel. Some days, there might be a lot of officials and those get real priority.

If you happen to show on a VIP busyday (you said that F was full), then I don't see how they can accomodate you. I used to know a former AF station manager. He was telling me how stressful it was to handle a full flight with overbooking, connecting pax that were delayed, all kind of requests from everyone, cargo problems, etc etc. And sometimes one staff called sick and that was very difficult. Most of the airport staff used by AF is third-party staff (even if dressed in AF uniform, some staff wear several uniforms during the day); and AF can't suddenly hire extra staff at the uncertain hour when a pax shows up and desire escort. And P pax have priority.
I fully understand it is very disappointing not to receive the promised service. But I also understand why it is sometimes difficult to provide. As you know, I am inclined to criticize AF but I doubt that the problem is goodwill or professionalism in the case you mention.
I guess that they would be more proactive in hiring more staff in case an Ulti would request that service, if AF HQ was more demanding regarding FB status.
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Old Sep 16, 18, 9:37 am
  #1472  
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Originally Posted by brunos View Post
If you happen to show on a VIP busyday (you said that F was full), then I don't see how they can accomodate you.
But, presumably, this is probably statistically uncommon to have a confluence of VIP, large F contingent and multiple Ulitis all at the same time. Is it not better in that case to say:" Sorry, we are short-staffed today. We normally endeavour to provide an escort to our Ultimate passengers but we also have a large complement of first class passengers and we are exceptionally unable to provide you with this service. Please accept our apologies for this but be sure that we will try our best to do it on your next visit." Admittedly, it makes the escort somewhat less useful in that you cannot plan to rely on it 100% of the time but it is surely better than "Sorry. This is for first class passengers only unless we get special instructions", which is almost tantamount to saying "you are not important enough to get this" and, if it is indeed the exception rather than the rule, I would have thought that most Ultis would understand, no?
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Old Sep 16, 18, 10:32 am
  #1473  
 
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Originally Posted by brunos View Post
Sorry for being unclear.
I was talking about probability theory when I referred to the law of large number.
...
But then why do other airlines manage to provide this service consistently at HKG? They also use third party staff.

Looks like poor management of their outsourcing provider by AF. Which then causes the same problem over and over again, consistency of service...
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Old Sep 16, 18, 3:25 pm
  #1474  
 
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Originally Posted by San Gottardo View Post
But then why do other airlines manage to provide this service consistently at HKG? They also use third party staff.

Looks like poor management of their outsourcing provider by AF. Which then causes the same problem over and over again, consistency of service...


I agree with Goldorak that escort and dedicated space in the lounge are the most valuable perks (alongside the Travel Assistant service insofar as I am concerned), and consistency of these perks is pivotal. Both have to be offered spontaneously and proactively. If we are put in a position where we have to beg for them, the whole point of being Ultimate becomes nearly useless.
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Old Sep 16, 18, 10:41 pm
  #1475  
 
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Originally Posted by Macaron54 View Post

I agree with Goldorak that escort and dedicated space in the lounge are the most valuable perks (alongside the Travel Assistant service insofar as I am concerned), and consistency of these perks is pivotal. Both have to be offered spontaneously and proactively. If we are put in a position where we have to beg for them, the whole point of being Ultimate becomes nearly useless.
... Escort (or secured fast lane), Lounge and Private transfer / limousine service (or what ever we call it) to the next gate / to the lounge at least when landing in CDG 2G and AMS B.

They are the 3 topics I would consider as must to improve passenger comfort within AFKL.

The 4th one would to secure the luggages to be the first delivered at arrival.

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Old Sep 18, 18, 2:30 am
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Originally Posted by Pamplona View Post


... Escort (or secured fast lane), Lounge and Private transfer / limousine service (or what ever we call it) to the next gate / to the lounge at least when landing in CDG 2G and AMS B.

They are the 3 topics I would consider as must to improve passenger comfort within AFKL.

The 4th one would to secure the luggages to be the first delivered at arrival.

Welcome to P !

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Old Sep 18, 18, 2:31 am
  #1477  
 
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Originally Posted by Pamplona View Post


... Escort (or secured fast lane), Lounge and Private transfer / limousine service (or what ever we call it) to the next gate / to the lounge at least when landing in CDG 2G and AMS B.

They are the 3 topics I would consider as must to improve passenger comfort within AFKL.

The 4th one would to secure the luggages to be the first delivered at arrival.

Welcome to P !
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Old Sep 18, 18, 4:42 am
  #1478  
 
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Originally Posted by Jean97 View Post

Welcome to P !
Yeah, thatís a good comment actually!

Being used to HON, it is the service we are actually getting from the LH Group: a P service to their very loyal customers even when sitting in C or Y.

I have no answer to the question if itís too much expectation or not: I somehow do believe that when a company creates such a ę VIP Ľ status, they need to provide this VIP service.

Or back to the question we had a few times on Flyertalk already: why a hell did AFKL created that new Status if they are not able to provide a consistent VIP service...


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Old Sep 18, 18, 2:15 pm
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Originally Posted by Pamplona View Post
Or back to the question we had a few times on Flyertalk already: why a hell did AFKL created that new Status if they are not able to provide a consistent VIP service...
For what it is worth, the last two times I transited through CDG I was offered a meet & greet service, with a car to expedite transfer between terminals. This happened no later than this morning. Perfect service also at 2F. At AMS, however, nothing. Simply nothing. Still, one thing that ought to be underscored. I had two very short hauls with KL, and twice have I been bumped to J by the chief purser, which was quite unexpected. My statistics at ORD is now becoming meaningful (not just a handful of random events), and I can attest to the consistency of a flawless service for Ultimates on outbound flights.
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Old Sep 18, 18, 3:44 pm
  #1480  
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Originally Posted by Macaron54 View Post
For what it is worth, the last two times I transited through CDG I was offered a meet & greet service, with a car to expedite transfer between terminals.
Excellent. Can you tell us between which terminals ? And was you connection in danger ?
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Old Sep 18, 18, 3:52 pm
  #1481  
 
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Originally Posted by Macaron54 View Post
For what it is worth, the last two times I transited through CDG I was offered a meet & greet service, with a car to expedite transfer between terminals. This happened no later than this morning. Perfect service also at 2F. At AMS, however, nothing. Simply nothing. Still, one thing that ought to be underscored. I had two very short hauls with KL, and twice have I been bumped to J by the chief purser, which was quite unexpected. My statistics at ORD is now becoming meaningful (not just a handful of random events), and I can attest to the consistency of a flawless service for Ultimates on outbound flights.
Wow, lucky boy! I landed this morning on 2G and had to go to K, but nothing at all for me!!!
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Old Sep 18, 18, 7:01 pm
  #1482  
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Originally Posted by San Gottardo View Post
But then why do other airlines manage to provide this service consistently at HKG? They also use third party staff.

Looks like poor management of their outsourcing provider by AF. Which then causes the same problem over and over again, consistency of service...
I have to say that I agree with both NIckB and you. I was just trying to find an explanation for what happens.

The strange thing is that CX does not even provide escort or buggy service for its F pax (it has many more F seats in its fleet than AF).
I don't know if LX/LH provide escort at HKG, but certainly they do have buggy.
As I know HKIA, I find escort useless and there are no priority immigration lane (only one for security, but security is so fast). But a buggy is quite useful, especially on arrival.
Again, I agree with both of your comments.
Execution and consistency, consistency, consistency...
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Old Sep 19, 18, 12:16 am
  #1483  
 
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Originally Posted by Goldorak View Post
Excellent. Can you tell us between which terminals ? And was you connection in danger ?


First, on both occasions, the aircraft was parked on the tarmac, far from terminal 2E (as a way to cut down the cost of long waits at the parking stand, especially when arriving earlier than scheduled). Second, I had just a little more than an hour of layover to connect between 2E and 2G, or 2E and 2F (yesterday). The beauty of the meet & greet service with a car is that, in stark contrast with the bus transporting the other PAXs, you actually never transit through terminal 2E, but go directly where you belong.
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Old Sep 19, 18, 6:18 am
  #1484  
 
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Originally Posted by brunos View Post
I have to say that I agree with both NIckB and you. I was just trying to find an explanation for what happens.

The strange thing is that CX does not even provide escort or buggy service for its F pax (it has many more F seats in its fleet than AF).
I don't know if LX/LH provide escort at HKG, but certainly they do have buggy.
As I know HKIA, I find escort useless and there are no priority immigration lane (only one for security, but security is so fast). But a buggy is quite useful, especially on arrival.
Again, I agree with both of your comments.
Execution and consistency, consistency, consistency...
Bruno i can see we could discuss a long time about what airport is the best between SIN and HKG !
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Old Sep 19, 18, 7:53 am
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Originally Posted by Macaron54 View Post

First, on both occasions, the aircraft was parked on the tarmac, far from terminal 2E (as a way to cut down the cost of long waits at the parking stand, especially when arriving earlier than scheduled). Second, I had just a little more than an hour of layover to connect between 2E and 2G, or 2E and 2F (yesterday). The beauty of the meet & greet service with a car is that, in stark contrast with the bus transporting the other PAXs, you actually never transit through terminal 2E, but go directly where you belong.
it shows that AF has the right to organize car transferts for non P passengers. The excuse of the non authorization from police/custom department appears to be fake
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