The airline needs to be more proactive in rebuilding its reputation after escalating criticism of its customer service. The censure has become increasingly credible.
As Qantas Airways chief executive Alan Joyce prepares for the release next week of a $1.3 billion loss for 2022, he should think hard about his response to the damage done to the airline’s iconic brand.
This week, two CEOs, who did not want to be named, criticised Joyce for not taking ownership of the problems within the airline’s control. The agenda includes an analysis of key indicators including on-time performance, flight cancellation levels and mishandled baggage. Joyce recognises that regardless of the origins of all the problems in the sector beyond the airline’s control, that he has a problem and is “acutely focused on fixing it”.
Qantas is also spending $15 million on upgrading its IT systems, including new computers, screens, gate scanners and radios. In November 2011, soon after the grounding of its fleet, Qantas was ranked No. 56. It ranked 25th in February 2012, 19th in November 2012 and 26th in February 2014. The research shows that fewer Australians are trusting Qantas because of factors related to reliability and customer service, and more of them are distrusting the airline because of poor service, as well as it being perceived to be a poor employer.
Australia Latest News, Australia Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
Qantas takeover of Alliance Australia hits hurdle as ACCC flags concernsThe competition watchdog has outlined some preliminary concerns with Qantas’s proposed merger with fly-in, fly-out carrier Alliance Aviation Services.
Read more »
Pauline Hanson’s web obsession: Cybersquatting for politics not profitAs One Nation proactively registers Uluru-related domains, there are warnings cybersquatting could be about to get worse.
Read more »
New Zealand floods could take years to clean up, with 1,200 people displacedA fourth straight day of rain brought by an ‘atmospheric river’ has damaged roads and homes and forced more than 400 households to evacuate
Read more »
Finnish PM Sanna Marin defends dancing, takes drug test to clear herselfFinland's Prime Minister Sanna Marin said she has taken a drug test 'for her own legal protection' after a video was leaked of her dancing and lip-syncing songs at a private party. 9News
Read more »
Russia-Ukraine war latest: what we know on day 177 of the invasionExplosions reported at military targets in Russia and Russian-occupied parts of Ukraine; UN chief says any damage to nuclear power plant is suicide
Read more »
Finnish PM Sanna Marin defends dancing, takes drug test to clear herselfFinland's Prime Minister Sanna Marin said she has taken a drug test 'for her own legal protection' after a video was leaked of her dancing and lip-syncing songs at a private party. 9News
Read more »