CEO retiring, what changes at Qantas would you like to see

[RichardMEL]

I'm going to keep it simple here. We all have wish lists of various pet peeves or desires or things that would make our travels better - yes to all of those of course, but realistically I think there are two core things QF SHOULD do/invest heavily in, and the rest will (or should) follow in one way or another.

1. As noted above - Treat the staff well and with respect. A happy worker is a better worker, and this flows on to how THEY then provide service to the customers and to each other, and actually be motivated to do better things - such as innovate.

2. Invest in the technology. This goes without saying as a no brainer of course but so much follows to make our lives better and reduce issues and complaints - and that follows through to your customer perception. So I mean all the things - a website that functions the way most other comparable ones do an as expected - yeah, sort out the damn ticketing issues, work to allow booking of all partners and changes to those bookings online. Fix up the credits systems (we all know that saga), get the bag tracking working (yes we know, happening soon)... booking management online that actually works. Give the call takers tools (and training) to resolve issues (which would, in theory, be much reduced if the web stuff is all working properly). I mean QF have pushed everyone to go self service as much as possible and removed many service positions at airports and so on, but the much promised improvements in the app and other related technologies just aren't really there yet.

Now sure, these two things won't rearrange lounges, improve catering and so on, but I definitely think they would go a long way towards it - and if QF weren't kicking so many own goals through bad technology and worse customer service related to issues they caused (such as ticketing issues from bungled changes etc) they'd go a long way to improving the overall experience. I'd also believe that savings from NOT having so many issues and actually REALLY enabling customers to do the things they want without so much pain and by themselves would then enable the upgrades to lounges, food, etc.

So yeah, create an environment that motivate and incentivise staff and resolve technology issues of various kinds and I reckon those would combine to really improve the experience for more.

 

[brokenagain]

The number one thing that needs to happen is to start treating staff as an asset not as a threat to management remuneration. There is a lot of hope that things will change under VH but not a lot of expectation. Goyder needs to go next. Someone from outside of the Mascot Ivory Tower is what is needed.

 

[I love to travel]

More business reward availability at 355 days out

 

[justinbrett]

What caused the Qatar fight in the first place? Was it the Emirates tie-up or something else?

QF partnered with EK before QR joined oneworld (by a matter of months) - so it wasn't so much a fight or a falling out, it was hostile from the start (going from straight out competitors to being competitors allied with their arch rival).

Which is kind of funny, since VA's previous partner Etihad is starting to get much more friendly with Emirates.

 

[tinkybelle]

Definitely no charge fees for awards for elite members at least
easier to change online
Able to roll over status credits after hitting your status if u choose to or don’t get to next level

 

[cove]

Less flight cancellations and fairer prices.
Charging about $1,500 plus GST to go Adelaide to Darwin return in economy has to be a price gouge.

 

[kyle]

Make the lounges more inclusive - no dress code.

 

[MARTINE]

Stop addressing customers (the media) sounding like you went to the Jayne Hrdlicka school of animation. Comes across as insincere

 

[Bayside Flyer]

<redacted>

Make the lounges more inclusive - no dress code.

Make the lounges more elitist , that’s the whole point ! Keep the dress code

 

[Quickstatus]

10) Politicians no longer on the CL list (or their kids).

QF has said CL curation should now be based on the value the customer or their company brings to the airline. This excludes politicians because it hints of potential impropriety. Everyone in government should be at arms length with everyone outside of government

 

[jase05]

Make the lounges more inclusive - no dress code.

I’m not suggesting suit and ties but surely there has to be a line drawn somewhere and some rules in place. There has to be a minimum standards adhered to IMO.

On the topic of lounges though, more kids areas and quiet zones are needed but in general lounges that are clean and tidy and not packed like a zoo would be nice

 

[justinbrett]

I’m not suggesting suit and ties but surely there has to be a line drawn somewhere and some rules in place. There has to be a minimum standards adhered to IMO.

Most other airlines don't have dress codes in their lounges and I haven't noticed any problems

 

[jase05]

Most other airlines don't have dress codes in their lounges and I haven't noticed any problems

I would imagine that other airlines would still have guidelines somewhere and that the staff are well versed in the rules.
As I said I’m not wanting some sort of strict requirements but there still needs to be a minimum standard such as “no shirt, no shoes, no entry”
I do think the QF dress code is a bit tight but I’m just not advocating for complete open slather either

 

[Mr H]

Make the lounges more elitist , that’s the whole point ! Keep the dress code

Dress codes are not particularly elite. They are horribly lower middle class.

 

[kyle]

I would imagine that other airlines would still have guidelines somewhere and that the staff are well versed in the rules.
As I said I’m not wanting some sort of strict requirements but there still needs to be a minimum standard such as “no shirt, no shoes, no entry”
I do think the QF dress code is a bit tight but I’m just not advocating for complete open slather either

As a barefoot advocate, I'll reluctantly have something on the feet for the lounge, as long as the rule doesn't specify the type of footwear. If allowed on the plane, it should be allowed in the lounge.

 

[justinbrett]

I would imagine that other airlines would still have guidelines somewhere and that the staff are well versed in the rules.
As I said I’m not wanting some sort of strict requirements but there still needs to be a minimum standard such as “no shirt, no shoes, no entry”
I do think the QF dress code is a bit tight but I’m just not advocating for complete open slather either

That's just ridiculous. I've never seen anyone barefoot or shirtless in an airport terminal, what makes you think they'll suddenly be doing that in the lounge?

 

[jase05]

That's just ridiculous. I've never seen anyone barefoot or shirtless in an airport terminal, what makes you think they'll suddenly be doing that in the lounge?

Perhaps they won’t but coming from the hospitality industry years ago where I managed and owned hotels we found that if guidelines are in place and advertised in clear sight then these are often followed. Still wasn’t perfect and security required to escort patrons off the property at times but it mostly worked.
As I said, happy for rules to be relaxed but you just need some guidance still

 

[kyle]

That's just ridiculous. I've never seen anyone barefoot or shirtless in an airport terminal, what makes you think they'll suddenly be doing that in the lounge?

I have seen it every now and then, but that's weakening my argument

 

[gethsemene]

As a Hobart based WP, I think we all know what I want.

Going to add a similar premium selection of non alcoholic drinks in J and F as you get with alcohol...

 

[HirafuHeartAttack]

Would it be ridiculous to suggest they put someone under the age of 50 on the board?
I understand a lot is to do with experience but the average age of a board member is 61 (assuming VH takes AJ's seat). Surely some fresh minds and ideas in the sphere that truly decides the direction of the company couldn't hurt?

Other than that - Fix the website, remove call centre fees (as discussed most of the time people only call to fix issues created by said website), lower LTP threshold...

AND GET STARTED ON THE LOUNGE REFURBISHMENTS! Again someone mentioned they seem to cover every speedbump (be it glaring stuff up, or record profits while delivering horrible service) with marketing and 'goodwill' gestures but they're all pretty hollow when they don't amount to anything. It doesn't take a rocket scientist to know that the latest accouncement piggybacking off rebounded profits (the Airbus and Boeing orders) will be indefinitely delayed while the company continues to make millions upon billions of dollars...