ACCC singles out QF as 'needing to do more'

[Melburnian1]

In 2021-22, the ACCC's latest airline monitoring report (issued on 8 March 2023) found QFd (by itself, not including JQd) had a percentage passenger market share of about two per cent more than VAd.

Yet the number of complaints received re QF was way above those regarding VA.

The ACCC singled out QFd:

"In 2021–22 the ACCC received 1,740 contacts involving Qantas, the most of any company and
68% higher than the previous year. While the broader industry struggled with processing COVID-19
related cancellations and remedies, and the surge in demand since pandemic-related restrictions
were eased, the ACCC received fewer contacts about Jetstar (down 33% to 544) and Virgin Australia
(down 27% to 359). While a contact does not necessarily mean there has been a breach of the law, an
increased number of contacts is generally indicative of a high level of dissatisfaction with that company.
As Australia’s largest airline, and an airline that generally charges a premium to fly, consumers expect
a better service. Qantas needs to do more to adequately invest in its systems, processes and people to
dramatically improve its customer contact services and customer dispute resolution..."

I'd have thought supermarkets, which have millions of shoppers entering their stores each week, would be #1 for complaints to the ACCC and telecommunications companies such as Telstra, Optus and TPG a combined #2.

But QF's abysmal performance managed to 'excel' in that not so desirable metric.

We might not like everything in the USA - I abhor its gun culture, and its political and legal systems are arguably way below our imperfect but still better Westminster model - but until Australians adopt the assertive consumer mindset of those in the USA to complain about poor service, not much will change.

The Airline Consumer Advocate, for instance, is a joke: funded by QF/VA and ZL. Impartial? No way.

 

[RooFlyer]

The Airline Consumer Advocate, for instance, is a joke: funded by QF/VA and ZL. Impartial? No way.

I don’t know about this. Having it funded by the airlines gives them a little bit of an incentive to keep the business of the organisation at a minimum. I think the Telecommunications Industry Ombudsman is also funded by the telcos and similarly, if the complaints to the TIO were very low presumedly, its budget would be low as well.

 

[Melburnian1]

I don’t know about this. Having it funded by the airlines gives them a little bit of an incentive to keep the business of the organisation at a minimum. I think the Telecommunications Industry Ombudsman is also funded by the telcos and similarly, if the complaints to the TIO were very low presumedly, its budget would be low as well.

The TIO is indeed funded by telcos, but the difference is the TIO is truly independent and effective: the ACA is neither.

 

[dajop]

I'd have thought supermarkets, which have millions of shoppers entering their stores each week, would be #1 for complaints to the ACCC and telecommunications companies such as Telstra, Optus and TPG a combined #2.

But QF's abysmal performance managed to 'excel' in that not so desirable metric.

I suspect much of it relates not to QF's performance relative to others, such as supermarkets, Telcos and other airlines, but more relative to the expectations that QF sets for its customers. Its marketing machine is unparalleled, and coupled with the price premium it usually commands, it sets expectations very high, and invariably can't match the hype.

 

[RooFlyer]

coupled with the price premium it usually commands,

A point the ACCC made ...