On Tuesday 17th Feb, 2004 I flew back from Sydney on QF 119.  I was seated in the aisle seat, 25F.  My traveling companions, allocated by Qantas, turned out to be a very large man and his shy, wife of at least 130 Kg.  Suddenly, my elbow space was gone. I spent the entire flight leaning out into the corridor and eating my meal was a nightmare. I rang the bell to ask for a shift but gave up after 15 minutes and when the food was served asked to speak to the Purser. The large lady concerned could not begin to lower her food tray, cabin staff offered no help to her and she settled for a glass of water and some tears.

I realized that the man must be a Frequent Flyer or they would not be sitting in row 25.  "What" I asked myself, "if this was her first flight - or a special event?"  The man comforted his wife, refused his meal and drank a glass of water with his wife. I finally got to speak to the Flight Services Supervisor, more than two thirds the way across the Tasman Sea. (We spoke away from my seat.) Margie, as she was called, was a delightful person and said she would look into the matter. I explained that in my opinion, this could have been avoided by placing the couple in an A-B or J-K position where there were just two seats.  I also explained how embarrassed I was for the couple who also were having a far from enjoyable experience.

On arrival in NZ we were met by a 'Tracy" who was determined to 'sort out' my complaint. I pointed out that I was as concerned for the 'large' couple as for my own inconvenience. I had not been able to do the two and half hours marking I had planned on doing.  Tracy took my details, my Frequent Flyer number and assured me that QF would take care of me on the next flight etc. "When was it," she asked?  "March," I said, "and I'm waiting on a confirmation of an upgrade to business for me and my wife." "You will hear from us," she assured me.

I had the opportunity to speak to the large couple. I assured them that I felt nothing but compassion for them.  They told me this was their honeymoon. What a Qantas experience; badly seated - without thought, no meal and studiously avoided by the staff until I spoke with the Flight Services Supervisor who later spoke with them.

Does Qantas think?  Does any big corporation think?
Yes, I believe most do. I believe that what's involved in this situation was Quality Management Systems (QMS). Qantas' QMS failed me a Gold Frequent Flyer. Qantas' QMF failed Karl (the large gentleman) also a Qantas Frequent Flyer. Qantas' QMS failed at the check-in and on board. Qantas' QMS failed me - I never sit in the middle section its in my profile. Qantas' QMS failed Karl and his new wife at check-in also.  They also failed on board when a cabin attendant had to get a seat belt extension and did not think about any further consequences. Qantas QMS failed at meal service time. The list goes on .....

Does Qantas care?
It seems to me that individual Qantas Cabin Crew like "Margie" do care but have little ability to make change in the middle of a full flight. 'Tracy' was another matter. I was made to feel like a 'nuisance' and her manner made me feel I did not want to fly QF again.  I have not heard from Qantas since - Tracy assured me I would and mentioned an upgrade as compensation. It's three weeks now, I have not heard a peep - and that's another QMS problem. Good QMS makes clients feel you care. Bad QMS leads to client dissatisfaction.

Will I fly QF again?
I had already made the bookings for Hawaii in March, Japan in June and the USA in July. I live in the hope that QF will improve - because I don't want to have to fly Air NZ.  Would I recommend QF?. Not on their performance on my last flight.  A good friend reminded me that Thai have some great specials in business class.

So what is the lesson or learning in all of this?
We were due for an audit of our QMS by the NZQA. I took a hard look at our QMS. I am am glad I did. Have a look at your own systems and make sure you are not doing a Qantas. Our office passed an NZQA audit last week. I am so glad they didn't find a Qantas lurking in our QMS.

Dr Bruce A. J. Dewe MD NZRK
8 March 2004