Qantas is sorry (again)

[33kft]

I'll take the SCs thanks Vanessa

 

[SeatBackForward]

This is pretty much the insult to our intelligences that most corporations provide regularly:

"We're sorry that we had to say sorry again. And we'll continue to say sorry as much as we need to protect our bottom line"

 

[MelbFlyer]

I also just got this email -

​

Hi xx_xx_ My name is Vanessa Hudson and I'm the new CEO of the Qantas Group. We know that we’ve let our customers down and we’ve got some things wrong, and I want to say that we’re sorry. I want you to know that we’ve heard you, and that we are working hard to rebuild your trust in us. In the short video message below, I share more information about the actions we’re taking to once again be the national carrier Australians are proud of. We will get back to the Qantas you know and love, and my promise to you is that we’ll work hard with the help of our amazing people to be even better. We’ll keep listening to your feedback and I hope you continue to share your thoughts on what you’d like to see from us in the future as we commit to taking action in big and small ways. Vanessa Hudson CEO Qantas Group​

I wonder what will "actually" be done if anything?

 

[levelnine]

Video talks about more frequent flyer seats. Get ready for some more apology batch releases.

 

[malwcal]

Maybe we should offer suggestion on what they should do?

Like: offer something more than "Make your own toastie" at their $600 (list) per year qantas club lounges.

 

[Seat0B]

Here’s a transcript of the key points. If they actually do these things, it will be a good start. But I’m not sure it will happen. And those reward seats she mentions had better be ones that people actually want to use, not just a bunch of dross they can’t sell.

 

[SydneySwan]

I have just relodged a query that we gave up on under the Joyce regime earlier this year. I have explained to Miss Hudson that words are cheap so I am only judging by actions.

 

[Seat0B]

Maybe we should offer suggestion on what they should do?

Like: offer something more than "Make your own toastie" at their $600 (list) per year qantas club lounges.

Seriously I think @AFF Editor or someone else within AFF should send her a link to the thread on that - after careful redaction of all the “suggestions” offered as a bit of humour by @kangarooflyer88. We DO NOT want to give her those ideas.

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

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

www.australianfrequentflyer.com.au

 

[levelnine]

'As a first attempt to quell customer anger, Qantas will add 5 million Frequent Flyer seats'.

Qantas CEO Vanessa Hudson says carrier has let Australians down

Vanessa Hudson says the airline should never feel “entitled” to customer loyalty, pledging to invest more than $150 million to restore trust.

www.afr.com

 

[SydneySwan]

'As a first attempt to quell customer anger, Qantas will add 5 million Frequent Flyer seats'.

I hope they are not on the 'ghost' flights!

 

[drron]

I thought an OK start and things such as putting more staff into the call centres and reviewing their policies for fairness are a good first step.

However there are many steps to go. She didn't convince me that this was a real apology. And rather than releasing more FF seats how about automatically refunding all "travel credits". Something that would cost QF something to me would be more sincere.

 

[elanshin]

I hope they are not on the 'ghost' flights!

5millions seats between Sydney and Melbourne! Oh wait we cancel 1/10 of those for "operational reason".

 

[JasonK]

We want more competent staff in the call centres who know they are doing (regardless of onshore or offshore), not just more staff! (Qantas already did that before and look how that turned out). No point in getting your call answered straight away if they can't help you or make things worse.

 

[Ausbt]

This sounds expensive. As a shareholder, and someone who doesn't actually fly Qantas, hmmm I can't say I approve. Raise prices and raise revenue please

 

[Jason2000]

In my view this is Goyder now attempting to execute on the same strategy they used for the Coles turnaround that was executed by Ian McDonald. Working at Coles in a corporate role during that period the language and tone being used is almost identical.

 

[elanshin]

In my view this is Goyder now attempting to execute on the same strategy they used for the Coles turnaround that was executed by Ian McDonald. Working at Coles in a corporate role during that period the language and tone being used is almost identical.

I mean realistically though there's not much else VH can say today that would change much. Everyone knows it'll be the actions not the words. Acknowledgement, promise to do better and then action (hopefully).

 

[MelbFlyer]

No point in getting your call answered straight away if they can't help you

This x 100!

I recently had to go through a series of 100+ phone calls to Qantas in an attempt to just change 1x economy reward seat to a business reward seat.

It was part of a OWA booking, so I couldn't just cancel and re-book as my other 5 legs in business would have been lost.

To Qantas' credit however, I didn't have to wait very long (some calls I did though) to get through to a consultant, but the majority (98%) of them told me I couldn't change my existing economy rewards seat to a new business reward one, even when the new business reward seats was showing online.

To be honest, I'd be happy if Qantas implement a new system to enable reward bookings to be changed online via the portal / manage my booking, rather than having to call each time.

 

[TheInsider]

5millions seats between Sydney and Melbourne! Oh wait we cancel 1/10 of those for "operational reason".

Sorry, but that just shows the lack of understanding of the operational issues in play, especially with ATC issues and slots.
Put simply, it's easier to cancel a SYD-MEL vv flight, rather than a SYD-CNS. But that's OT and probably already discussed elsewhere.

Anyone got a non-paywalled version of the article?

 

[Spacetravel]

Oh great, more batch releases of frequent flyer seats (I HATE the batch release strategy). I wish they would just do a mandatory set of reward seats released on every flight (say 2 seats per class) and then they can release more unsold ones closer to departure if they would like. Id much rather consistency then “points planes” that can only take you one way and then you are stuffed trying to get home because 1 way cash international flights cost 80% of the price of a return ticket.

 

[TheInsider]

Oh great, more batch releases of frequent flyer seats (I HATE the batch release strategy). I wish they would just do a mandatory set of reward seats released on every flight (say 2 seats per class) and then they can release more unsold ones closer to departure if they would like. Id much rather consistency then “points planes” that can only take you one way and then you are stuffed trying to get home because 1 way cash international flights cost 80% of the price of a return ticket.

Batch seems more fair than the proposed 2 seats per class released at 360ish days out and then random ones closer to departure,