Companies that play hardball with customers can’t win. Alan Joyce had become a magnet for public frustration with the airline he’d shaped, even saved.
came to grief when Qantas’ once-loyal customers revolted at poor treatment, even by the standards of a global airline industry emerging from pandemic shutdown.
The company’s statement on Mr Joyce’s departure now acknowledges that “service standards fell well short”. Mr Joyce was a canny player in an airline industry which, as Warren Buffett famously observed, defeats the best of managers.But companies that play hardball with customers, as Qantas too often seemed to do in recent years, can’t win. Mr Joyce had become a magnet for public frustration with the airline he’d shaped, even saved.
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