Message on Easter Disruptions from Qantas CEO

[harvyk]

EVERY time I board a QF plane I am glad for the "safety over schedule" policy.

It's certainly better to arrive late, than dead on time...

 

[harvyk]

Yes nonews have the story - Qantas boss apologises to frequent flyers for Easter delays | News.com.au

 

[JohnK]

Is this a sign of panic from Qantas? That is what I felt when I was reading the email yesterday.

 

[busissi]

Most unusal message to receive from Qantas, apologies are not usually in their dictionaries!

 

[straitman]

Is this a sign of panic from Qantas? That is what I felt when I was reading the email yesterday.

Most unusal message to receive from Qantas, apologies are not usually in their dictionaries!

Maybe this is the sign of a QF that is moving toward getting some positive feedback for a change rather than simply sitting back and getting kicked all the time by the uninformed media.

 

[oz_mark]

Is this a sign of panic from Qantas? That is what I felt when I was reading the email yesterday.

A new CEO, who seems to handle situations differently to his predecessor.

 

[harvyk]

Is this a sign of panic from Qantas? That is what I felt when I was reading the email yesterday.

I don't think it is... I think it's a sign that QF realises that the media will kill them and then party at their funeral unless they do something to regain customer trust.

If they where smart they would be putting out a string of media releases and paid advertising highlighting their safety over schedule approach, and informing the public on what they are doing to mitigate the issues.

The thing is that even if the average AFFer turns around and says "well we knew qantas was already doing that" the average once a year flyer probably doesn't know what safety systems are in place.

I personally think QF need to start handling the media better, be it sue them each time the media makes accusations based on the thoughts of the pax in 17C to put out their own set of articles for every incident as the media (by their own admission *) that they are lazy, and thus if a well written piece was placed on their desk they would probably run in verbatim.

* Source - Triple J's Hack program don't remember the date.

 

[kamchatsky]

Well I received the email as well. It is a good start.

All I remembered for the last few years is that QF management is an arrogant bunch who don't really care about customers, and almost killed QF during the private equity takeover. It was a good thing it didn't happen.

Now that they realised that customers start to have choices (especially DJ start to go upmarket), they need to actually focus on customers.

 

[harvyk]

Well I received the email as well. It is a good start.

All I remembered for the last few years is that QF management is an arrogant bunch who don't really care about customers, and almost killed QF during the private equity takeover. It was a good thing it didn't happen.

Now that they realised that customers start to have choices (especially DJ start to go upmarket), they need to actually focus on customers.

It's only been recently that they have really needed to worry about customers (especially dom)... When Ansett collapsed DJ was a LCC with no intention of changing, QF thought they could take DJ out using JQ, instead DJ changed and went after the corp $$$ which QF where getting unchallanged...

 

[JohnK]

All I remembered for the last few years is that QF management is an arrogant bunch who don't really care about customers, and almost killed QF during the private equity takeover. It was a good thing it didn't happen.

One email is not going to change my opinion of Qantas management.

Now that they realised that customers start to have choices (especially DJ start to go upmarket), they need to actually focus on customers.

Again I will believe it when I see it. Qantas has been getting away with very poor service levels recently including customer service.

 

[kamchatsky]

One email is not going to change my opinion of Qantas management.


Again I will believe it when I see it. Qantas has been getting away with very poor service levels recently including customer service.

And that's why I said it is a "start". They still have a lot of work to do to change customer mindsets.
I really believe part of the reason the media bashed QF so much recently is because QF treat customers with comtempt over the last few years at the first place. You get what you dish out.

DJ didn't really get bashed that much at the first place probably because they are still seen as start ups trying to fight against QF.

So it was a good thing that DJ is going upmarket to give QF a run for their money. Also I am really glad John Borghetti moves to DJ and hopefully will provide serious competition against QF in premium travel.