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

[happyboxer1]

With the impending retirement of the Qantas CEO, what changes at Qantas would AFF members like to see

Improve the quality of the food!
appalling meals on recent business flight from Manila to Sydney that even the crew were embarrassed to serve

 

[Quickstatus]

Improve the quality of the food!

Let me guess, it was sloppy

Welcome to AFF @happyboxer1

 

[MikeG]

Qantas to take the lead on compensation for cancelled flights, and imposed flight changes similar to what is regulated in Europe and offered in the US.

Eg, on a leg by leg basis.
i. If flight is cancelled and no alternative, a full refund plus $500 compensation (domestic) or $1000 compensation (international).
ii. If flight is cancelled and able to change without impact to class travelled, $100 compensation or upgrade to next class.
iii. If flight is cancelled and able to change but with a downgrade in class, refund of fare difference plus $500 compensation (domestic) or $1000 compensation (international).
iv. If not allowed onto a flight without good reason (eg. overbooked and check-in finished early), and travel delayed by more than an hour, $500 compensation (domestic) or $1000 compensation (international)
v. Operational downgrade. Full refund + $100 compensation.

Offering gate compensation can be had in lieu of these penalties, eg if someone is willing to opt for an operational downgrade for $500 cash, then this would release Qantas from having to refund their fare...

This would restore faith in Qantas as a market leader and also put pressure on Virgin to reciprocate.

 

[SmallWorld]

Treat customers like human beings that just splashed a lot of $$$ to use your service, not hard!

 

[dajop]

You know lot of small complaints here but the airline is at the moment very profitable. And I suspect most want changes to benefit themselves because they feel they “have to” fly Qantas (for whatever reason, usually linked to the very successful QFF program people are hooked on like a drug).

The reality is the CEO probably needs a “steady as it goes” approach, by focussing on improving the culture of the organisation (with a focus on better engagement with employees) and investing in more in substance over style (for example invest in improving IT rather than upgrading a few lounges to the latest look and feel, or the n- teenth logo change). If you get these right the rest will flow.

But don’t expect any revolutionary FF program changes or anything like that. CEO is not going to get heavily involved in that but if she engenders a more customer focussed environment then some things can be possible.

 

[ramboflyer]

I would like to see elimination of Qantas pushing political/social causes onto us. It's not hard to understand that by doing what they are doing they potentially alienate 50% of their customer base.

 

[Quickstatus]

The reality is the CEO probably needs a “steady as it goes” approach

The problem with that is that I don't think she can.
ACCC action pending
Capex spending not yet on the books
Abysmal public sentiment
High Court appeal uncertain
Passenger class action
Economic uncertainty

 

[oz_mark]

I understand the High Court will be delivering its judgement next week.

 

[StevoQFtraveller]

1. Improve the training of call center staff
2. Quick response at call centers
3. Sorting out the issues at Perth airport, so that QF can operate a proper international service

 

[RichardMEL]

I'd not be willing to give up my seat - regardless if it was paid in cash or was a reward seat.

OK, and see how far that would get you. Putting aside stories like that of Dr Dao, if a passenger refused a requirement to vacate their seat for an "operational requirement" (and that is what it is, in terms of duty crew needing seats-and that argument can stay in the relevant thread) then the airline can refuse to fly the customer.

 

[glennp]

Too late, unless the new CEO has a time machine the brand damage overseen by Joyce is unrecoverable from my perspective. Dumping Mindpearl call centres would be a good start though as would allowing Qatar additional flights.

 

[happyboxer1]

Let me guess, it was sloppy

Welcome to AFF @happyboxer1

Cold and undercooked fish and vegetables then a pathetic ciabatta for breakfast

 

[Mr H]

I would like to see elimination of Qantas pushing political/social causes onto us. It's not hard to understand that by doing what they are doing they potentially alienate 50% of their customer base.

It's a very sad reflection on Australia if 50% of people are alienated by social justice, respect and equality.

 

[Captain Halliday]

How often does this happen?

I'd not be willing to give up my seat - regardless if it was paid in cash or was a reward seat.

Frequently. Though I can’t give you a number.

It happened to me in July and I see posts about it often.

 

[Daver6]

I would like to see elimination of Qantas pushing political/social causes onto us. It's not hard to understand that by doing what they are doing they potentially alienate 50% of their customer base.

I think you'll find they've done the numbers and figured out the financial benefits outweigh the costs to them.

 

[ramboflyer]

It's a very sad reflection on Australia if 50% of people are alienated by social justice, respect and equality.

Obviously you belong to the other 50%. Most people, including myself are all for social justice, respect & equality but don't want an airline, large company or sporting body lecturing to us about it. They should stay in their own lane.

 

[Daver6]

Obviously you belong to the other 50%. Most people, including myself are all for social justice, respect & equality but don't want an airline, large company or sporting body lecturing to us about it. They should stay in their own lane.

I gather you disagree with it....but has it stopped you spending money with QF?

 

[Rabs97]

It's a very sad reflection on Australia if 50% of people are alienated by social justice, respect and equality.

I don’t know exactly what specific values are being referred to. But as the national carrier they do have a part to play in promoting national culture. I find the addition of things like an acknowledgment of country on landing (the best place for it to be acknowledged), the using of dual names for destinations and charts in airports showing the different language groups a nice touch and in no way “pushing politics”. Air New Zealand integrates a lot of Indigenous Māori culture into their brand and flights, I’ve never heard complaints about that and I think they go further than QF

QF has also done many things promoting Anzac and Remembrance Day and aircraft painted with logos commemorating those events - is that “pushing politics”?

As far as other things go like promoting diversity, equality and inclusion in the workplace that’s something every single major company in the country does so it’s not an aberration at QF.

 

[Rabs97]

You know lot of small complaints here but the airline is at the moment very profitable.

Dominates domestic market with no real competitor for the foreseeable future. Even more dominant on the regional front.

International finally profitable after many years of poor returns. More competitors but QF flights are still quite full and generally have good load factors on the routes they fly.

The biggest loyalty program in the country that has 50% of the nation as members.

There are some issues that need to be fixed, and I hope the new CEO brings a better approach, but look at the fundamentals of their market position and you can see why most sharemarket analysts have the company as a buy with projected share growth to $8-$9.

 

[AviatorPJ]

I'd like to see a compulsory, paper-based feedback form collected by QF 24 cabin staff at the end of the QF24 BKK SYD from J passengers for the next six months, that rates the service provided on that flight. Thereby, some comparison could be made between before and after QF change this service to the Finnair lease. Not forgetting that collection of J pax breakfast menu forms immediately before or just after take-off seems a KPI of current practice.