What a thread...
What would summarise most comments here would be the expectation that you get what you pay for. And right now, people do not feel like they are getting bang for their (much higher value) buck.
For example, if you are paying $15k-$20k for a return J to LAX or LHR you would expect better hard an soft products that are above and beyond what the competitors are doing for a cheaper fare. Yes, I'm thinking SQ and even UA to an extent.
This is the main gripe with the Qatar issue that not only do they have a better product at often cheaper rates, it means QF would either need to lift their game or lose revenue by reducing fares.
CX (customer experience, not Cathay Pacific) has deteriorated with cost cutting. Don't get me wrong, there are some absolute diamonds but there are also plenty of rough...
Firstly, staff and culture. You can't build a positive culture when you decimate your employees. From baggage handlers to call centres to frontline FAs. AJ did the company no favours in this regard. But how do you fix this problem now? I note the new CEO was CFO and would have had to find all these cost cuts. This does not bode well (apologies to all the accountants out there). The board is still the same. A changed management structure won't fix it. This will be very difficult for QF to manage and it won't be an overnight fix. It will require change and I just don't think the current management (with the CFO who is now CEO and current board) will be able to change it.
Secondly, the product. Everything from old, ageing aircraft to lounges to actual seats on planes and food. Now, I know what I am getting when I book a QF flight. I know the A330's are old. I know there is a A380 that hasn't been upgraded and should be avoided. But joe public out there doesn't. I get COVID would have thrown a huge spanner in the works for CAPEX. But this is why you have a plan that includes contingencies. Clearly, AJ didn't want to be the CEO that went hard on CAPEX to derail performance bonuses. Delayed the A350 sunrise (understandable) but then why put plans for new A330/B787's on hold? Clearly they were caught short when they had to bring in Alliance to service the regional/small route market because the B717s were just about shot. No good A220s coming next year when they needed them last year.
I recently had a return SYD-LAX-SYD flight booked with QF in F (yes, first world problem but hear me out). The morning of the flight I received the below text:
Now, I didn't think much of it and accepted, however, I subsequently found out (via an AFF thread) that Qantas hadn't been serving breakfast on this aircraft on this route for some time because of their inability to fix the fridge. How long in advance did QF know this flight would be impacted? They say they tried to fix it but clearly a lie. Did they give pax an opportunity to move to another flight, particularly those who paid close to $20k for a seat? No. Just the service would be impacted on the day. No compensation. No options.
Edit: return flight QF12 was on the non-upgraded A380. I was in F and seat was fine but old, however, I would have been p***ed off if I had paid for a J seat and got the old one.
How to fix: be upfront. Under promise, over deliver. Tell your customers that they might be on an yet-to-be-upgraded aircraft and maybe sell the fares for a cheaper price. Don't treat customers for mugs by putting on inferior aircraft to service a route and let competition swoop in (BNE-LAX case in point with UA upping services with a much better product). And finally, explain why the investment wasn't made but you're working to upgrade as soon as possible. Want new planes? They are coming, but we had to delay our investment so we wouldn't go under during COVID. Communication is key.
On to the lounges, again, I think they have let poor planning get in the way. The SYD T3 J lounge is abysmal. I've had friends from the US who went through and said it was worse than the AA SFO lounge. Edible food and decent service should not just be limited to CLs and F lounges. Particularly if you are charging ~$1k for a 1 hour SYD-BNE flight. Its not that hard. Pax (particularly premium pax) have been taken for granted for far too long). I keep booking with QF because it gets me great OW benefits in the US. But I am seriously weighing up whether a switch to UA might get the message to QF that they need to lift their game.
How to fix: tell your loyal customers that you are working to upgrade and give realistic timeframes. Make us want to keep flying with you to experience the new lounge. Communication is key. Cost cuts have been made. No doubt about it. I used to like turning up to the lounge and having a dish served to me at the big table before my flight. Now its whatever slop is in the bain- marie. Costs have even been cut at the newer lounges. I don't think the specialty dining part of the BNE lounge has been open in the last ten times I've been there.
Lastly, this isn't limited to Qantas, but there is a role for govt to play: I think a carrot approach to rights for passengers has failed in Australia. I am no fan of govt intervention, but I think the time for a stick has come. Fines for selling flights that were never intended to fly won't work. It happens across all airlines and they need to lift their game. Penalties for cancellations or lengthy delays.
The fix: regulations (See US, EU) that make the airlines put you on another flight that suits you not sending you away to find one and then try to get on it. Add compensation for inconvenience. Use your slots or lose them. This is a big problem and is seriously anti-competitive. Again, all AU airlines do this and they need to step up.
Rant over.
. But other than that.......
