Message on Easter Disruptions from Qantas CEO

[QF WP]

Just got this message by email:


Qantas has recently experienced major disruptions to our international network. You may have been affected directly or indirectly by the disruptions, or seen the media coverage and speculation about Qantas safety and maintenance standards.

As one of our valued customers, I wanted to be in touch with you directly about this. I want to apologise if you were affected personally by the disruptions. I know that Easter is a special opportunity to unite family and friends, and I sincerely regret any frustration and anxiety you may have experienced due to the delays.

We hate disappointing our customers and we do all we can to rectify matters when things go wrong.

I also want to give you my personal assurance that you can continue to fly Qantas with confidence. Despite some sensational coverage recently, safety was never an issue. There were mechanical issues, but they did not represent safety threats. We always respond conservatively to any mechanical or performance issue, and we always put safety before schedule.

Every year the Qantas Group carries 38 million passengers to their destinations safely and home again. We continue to invest in the best fleet, product and service and in being a great Australian company. All of us at Qantas want to thank you for your loyalty and we look forward to giving you a warm welcome when next you fly.


Yours sincerely

Alan Joyce
Qantas Chief Executive Officer



Nice for it to be my 4,000th post (again )

 

[serfty]

Here a link to the full online (.pdf) message:

• MESSAGE ON EASTER DISRUPTIONS FROM QANTAS CEO ALAN JOYCE

 

[drewbles]

Also go this from QF (just posted it on FT; Lindsay beat me to it here)

Interesting way to try and reassure people.

 

[QF WP]

Ahhh, this is AFF drewbles, I presume you meant to type FT (but in all the excitement )

I agree it seems to be well after the horse has bolted that QF Public Relations have decided to make the statement.

 

[harvyk]

Yeah I got one too...

I get the destinct feeling from the email that QF have had just about the jack of the media speculation. I wonder if we will see QF vs nonews in the courts sometime.

 

[sr81]

Nice to see them getting involved - albeit with pretty email.

Got in a large argument with my GF's Dad the other night about how QF is dangerous. He had never even heard of the EK incident at MEL and honestly believed that QF was an exception buy having planes turn around.

The best line was "BA never seems to have problemss". To which I replied "what about when they ran out of fuel 100m before the runway?". Stony silence followed............

 

[docjames]

To which I replied "what about when they ran out of fuel 100m before the runway?". Stony silence followed............

Actually it had fuel, it just couldnt pump it to the engines....


I got the email too - the long version is (slightly more) interesting reading. Methinks it's a bit lost on "loyal" FFers, as they're likely to stick with QF anyway.

Wonder if a (slightly different) version will run in the papers tomorrow?

The other thought I had whilst reading it is it uses QF's best "corporate" voice - I just couldnt imagine the text (words) coming out of the current CEO's mouth for some reason.....

 

[anat0l]

Rather grovelling email, I must say.

At least it does give the company context around what had happened. I wouldn't underestimate the potential damage the incidents just passed may have on the QFF contingent.

 

[thewinchester]

I just took one look at the email, and saw the photo of Alan Joyce who has a look of surprise as if someone's hand had been slipped up somewhere uncomfortable.

 

[Flying Fox]

I think that it was a good idea. Better than saying nothing and puts some of the media stuff in context.

 

[jaffa]

Perhaps the media coverage has been affecting bookings and the bottom line.
Causing the airline to act.
Maybe it is costing them.

 

[Leumas]

I was a bit surprised when I got the email. I'd think the WPs and SGs are probably the least likely to be affected by these news reports.

I wonder if there's something bigger that we don't know about, and this email is just to pre-empt it.

 

[anat0l]

I was a bit surprised when I got the email. I'd think the WPs and SGs are probably the least likely to be affected by these news reports.

Don't forget that there is strong anecdotal evidence of SGs and WPs (of various lengths of time) fleeing the airline after particular events (though not all of them related to safety, necessarily).

 

[harvyk]

I was a bit surprised when I got the email. I'd think the WPs and SGs are probably the least likely to be affected by these news reports.

I wonder if there's something bigger that we don't know about, and this email is just to pre-empt it.

I expect it simply went out to everyone who has given their email address to QF, who have said they are happy to receive messages from QF... I also wouldn't be surprised if a version of this went to a few media outlets as it has the feeling that it could easily become a published article rather than a letter.

I guess the big question is would nonews be included in the list of media outlets that QF sends this to (because no doubt they will probably have to pay for it)

 

[drron]

Well I got the email as a QFF NB.

 

[whereishome]

I just got the e-mail too - the extended message is a good read.

I like how they said pretty frankly that "We don't care if we run late - our planes will not fall out of the sky because we ignored something". That is why I fly QF - their safety record.

 

[Kendall Roy]

A good email IMO!

Keeps it simple and sticks to the facts! Extended version is an interesting read

 

[markis10]

I hope other things get actioned a bit quicker at QF, it took long enough to come out all things considered.

 

[dajop]

Nothing here, maybe only going to FF members that are Australian residents? Which would make sense as the bad publicity and hysteria has been concentrated in Australia.

 

[Mal]

They've learnt from BA (BA did similar tactics with open letters published on their website/newspapers and emailed to select customers)