After an April to forget, Qantas has promised flights will run more smoothly in the June school holidays, But some loyal customers are mulling whether to give up on the carrier for good.
But Qantas is Australia’s only full-service airline and bears the weight of 102 years of history. Customers expect good service from the company, so how much damage have the teething issues wrought on the “Spirit of Australia”?
“Qantas is still one of the top-performing brands. What we measure internally is brand trust and brand preference and those two things have been resilient to what happened in April,” she adds. “It’s fair to say the reputation is still strong but has softened a little over that time, and that isn’t surprising given it’s been a tough couple of months,” he says. “There is some misattribution of problems to Qantas. People don’t really understand the airport is the responsible party for long security lines.”
There is no excuse for the company’s failures, Tully says, with Qantas working hard to make sure it does not experience similar shocks during the upcoming June school holidays. “Absenteeism hit much harder than what we planned for. During planning for the peak that is about to hit us now, we are factoring in those learnings, so we are match fit come June and July,” she says. “We are already operating at pre-COVID-19 levels, and the business market is back as well, so the ramp-up to this coming peak will be much less severe,” Tully adds,
Further, Australian Licensed Aircraft Engineers Association federal secretary Steve Purvinas said Qantas had not replaced one of the 300 engineering workers it had lost during COVID-19.
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