Dear Mr Joyce...

[Moopere]

Australia is not known for it's customer service, and there no incentive for them to try

This is quite important. Its a massive generalisation but true nevertheless, we give cough customer service. Usually, the only places within Oz that I find decent customer service is when front line bosses take it seriously and really drive their teams.

Not being able to easily sack people is no excuse, its just slack management. There are at least a zillion ways to look after your business whilst removing bad performers from interfacing with your customers. Back office duties in the immediate term followed by redundancies if things get too out of hand with certain employees. The most important thing is to present your best face to your paying customers, always ... no excuses.

To this end, AJ is indirectly in control of the customer experience. He drives senior management who pushes his (and the boards) "will" out to the front line managers. What you see as a customer should be an extension of the boards perspective on running the airline, customer service included.

 

[Misha]

most of the complaints on here are operational issues, so shouldn't these 'suggestions' be directed at Lyell Strambi who is the operations guy?

A CEOs job is to make sure the airline makes money, i know it's another chicken or egg first situation, (If airline don't make people happy, airline won't make money, but if airline make people happy but not make enough money, there wouldn't be an airline.)

Australia is not known for it's customer service, and there no incentive for them to try. Labor laws in australia makes it onerous for employers to fire employees.

Unlike asia, there's no job security to speak of, there's a line of people out the door who's willing to do your job. or america, where people live off tips.

do you work at QF?

Do you?! :shock: Perhaps you are AJ's PR guy? :mrgreen:

I know I'm the king of getting off topic on this forum. But can we get back to suggestions on improving the brand... Please?

Of course we can - though all this commentary on AJ is on topic actually: clearly some AFF members think the thing that QF needs is AJ to either leave or to change the landscape within which he operates (think outside the sqaure)...

"OT": I think Qantas need to focus on their position as the airline - the only one with a true focus on F & J, and a premium Y option (not Y+, just a good Y). Whilst Virgin are narrowing the gap towards QF, so are QF!!! They should be moving further in the opposite direction and position JetStar against VA - QF needs to be seen as the upper-end choice.

It's not like VA have taken away the market - QF still has the monopoly at this stage - they shouldn't be so quick to bury their heads in the sand and resign themselves to the fact that they're suffering a loss... they actually aren't in the grand scheme of things - and are in a much stronger position to take the flight to VA if they really wanted to.

Their lack of balls and tired, old, almost apathetic approach to flying in the Australian skies (and beyond) is why i have not flown them in years...

Ole!

 

[medhead]

most of the complaints on here are operational issues, so shouldn't these 'suggestions' be directed at Lyell Strambi who is the operations guy?

A CEOs job is to make sure the airline makes money, i know it's another chicken or egg first situation, (If airline don't make people happy, airline won't make money, but if airline make people happy but not make enough money, there wouldn't be an airline.)

Does Lyell Strambi control the direction of Qantas or do they just work to the direction dictated from the top?

Labor laws in australia makes it onerous for employers to fire employees.

That's an urban myth, made up by employers.

do you work at QF?

Do you?

 

[Misha]

That's an urban myth, made up by employers.

Actually quite true. One of the things I do for employers when I travel around is Australia is terminations - outsourced if you will. They think it is hard - there are often ways around it... if need be.

Do you?

Great minds

 

[Moopere]

Actually quite true. One of the things I do for employers when I travel around is Australia is terminations [snip]

Completely off topic, but now I have to ask....

Is your real name Ryan Bingham?





(reference to the main character in "Up in the Air" movie for those that have not seen it)

 

[Robert K]

Does Lyell Strambi control the direction of Qantas or do they just work to the direction dictated from the top?



That's an urban myth, made up by employers.




Do you?

You can't expect the CEO to tell everyone below him how to do their jobs. What would be the point of hiring them then.

I wish i worked at qantas. (and probably will some day) wouldn't need to care about FF status if i could travel with heavily discounted tickets. :mrgreen:

But i do know quite a few people who work at QF, and not just front line staff. it might come as a suprise, but they are not all brainstorming on how to annoy WPs and drive QF into the ground.

Maybe i just have too much love for QF

 

[Misha]

Completely off topic, but now I have to ask....

Is your real name Ryan Bingham?





(reference to the main character in "Up in the Air" movie for those that have not seen it)

LOL! I was told about the movie for a year before I watched it. Alas, I get paid nowhere near what he does, Also, I only travel interstate normally twice a month (May/June this year were different being at least weekly, but only a couple of terminations in there). Terms are only one of the things I do. A lot is to do with Injury Management... Unfortunately I am not exciting as him... though will to be employed by anyone here who would like to make me the next Ryan

Back on topic now: *looking over shoulder for LiamR who is about to whack me over head with his Gold Card*

 

[notzac]

and position JetStar against VA - QF needs to be seen as the upper-end choice.

Didn't they attempt to do this? Wasn't it something of a failure?

Frankly, QF need to do what VA are doing and bring the magic back in to flying with them. QF used to be wonderful, and it used to be a pleasure being looked after by FAs on board. Last time I flew with QF, that magic was missing (and this was in J; I shudder to think what the folk in whY copped). Excluding the First lounges, the lounge staff have always been a little average IMO.

I don't know what the answer is, but with Joyce publicly stating the airline product isn't worth investing in .. WTF is he doing as CEO?

 

[samiam]

A CEOs job is to make sure the airline makes money...

Where can I get me an easy job like that? IMO, a CEO's job is that and a whole lot more...

Whilst Virgin are narrowing the gap towards QF, so are QF!!!

A really insightful statement!

One of the things I do for employers when I travel around is Australia is terminations - outsourced if you will. They think it is hard - there are often ways around it... if need be.

Step 1: Pull out Deed of Release
Step 2: Add details and amount
Step 3: Sign and Eject

 

[TonyHancock]

You can't expect the CEO to tell everyone below him how to do their jobs. What would be the point of hiring them then.

...but I do expect a CEO to build the right team to implement his strategy....and to your point I can't see the point of hiring Alan Joyce!!!!

 

[Robert K]

time to become a qantas shareholdher

 

[Misha]

time to become a qantas shareholdher

I can't believe you aren't already. I thought you'd keep your stocks under your pillow - on your Red Roo Sheet & Quilt set



j/k :mrgreen:

 

[Robert K]

I can't believe you aren't already. I thought you'd keep your stocks under your pillow - on your Red Roo Sheet & Quilt set
j/k :mrgreen:

i do have some macquarie aiport~

 

[medhead]

Actually quite true. One of the things I do for employers when I travel around is Australia is terminations - outsourced if you will. They think it is hard - there are often ways around it... if need be.

If there is reason to sack them then it is easy. If it is just vague comments about jaded staff as per this thread well I'm sure then ways around are needed. To be on topic if the staff are jaded then I would suggest looking at moral. This is created or destroyed by management and the person at the top. So if we are writing to Joyce, I'd suggest asking him to motivate the staff by his leadership and not make them feel like rubbish by attacking them in e media

You can't expect the CEO to tell everyone below him how to do their jobs. What would be the point of hiring them then.

I said direction not tell them how to do their jobs. There is a massive difference.

 

[Misha]

If there is reason to sack them then it is easy. If it is just vague comments about jaded staff as per this thread well I'm sure then ways around are needed.


To be on topic if the staff are jaded then I would suggest looking at moral. This is created or destroyed by management and the person at the top. So if we are writing to Joyce, I'd suggest asking him to motivate the staff by his leadership and not make them feel like rubbish by attacking them in e media I said direction not tell them how to do their jobs. There is a massive difference.

Agree with top comment: reasons make it easy - Fair Work Act is not the end of Employer Rights just yet....

Totally agree with bottom comment: Morale is massive - and the actions/comments from the top (or anywhere for that matter) have a massive impact on the wider workforce. A leader is absolutely put in place to give direction - else save his salary and have notional ambassadors.

 

[Robert K]

I'd like emails to be returned sooner. I've never had an email replied sooner than 2 weeks.

 

[OverrideServlet]

Well this thread got derailed at record pace.

In response to the original post, if I could put forward some suggestions to AJ or to whoever it concerns in the management team; they would be:

1. Better implementation of priority boarding. Yes, I think American Airlines does it well.
2. Improved consistency of service delivered by staff. On the ground and in the air.

 

[Oneworldplus2]

I think that everything has already been mention, but treating elites like elites would the first thing coming to my mind followed by better meals, esp hot breakfast in Y!

 

[medhead]

I think that everything has already been mention, but treating elites like elites would the first thing coming to my mind followed by better meals, esp hot breakfast in Y!

Y breakfast is a great idea. Or perhaps if treating elites and on board hot breakfast costs too much, a better breakfast in the QP

 

[LiamR]

To be on topic if the staff are jaded then I would suggest looking at moral. This is created or destroyed by management and the person at the top. So if we are writing to Joyce, I'd suggest asking him to motivate the staff by his leadership and not make them feel like rubbish by attacking them in e media I said direction not tell them how to do their jobs. There is a massive difference.

Ahhh thats a great point, you can't really dismiss people becaues they aren't as cheerful as others. But you can definatly improve moral. Something which is lacking at Qantas.