The Qantas brand is safe

[OZDUCK]

I will be in row 44 in November Perth to Singapore - but I expect very little.

 

[Clayton]

People love trolling the negative reviews outside of AFF or FT. Where's all the positivity gone?

Possibly the positivity disappeared with Qantas requiring customers to personally wait on a phone line for hours for even the most simple issues throughout Covid, or to attempt to claim refunds 2 years later. Or for boarding processes that encourage chaotic pushes towards the gates to ensure you have a space for your carry-on, or for prriority passenger backage to exit the carousel after everyone else's bags have come through. Or egregious price gouging for business flights in/out of Australia, due to lack of competition. Need I go on?

 

[PERLHR]

Possibly the positivity disappeared with Qantas requiring customers to personally wait on a phone line for hours for even the most simple issues throughout Covid, or to attempt to claim refunds 2 years later. Or for boarding processes that encourage chaotic pushes towards the gates to ensure you have a space for your carry-on, or for prriority passenger backage to exit the carousel after everyone else's bags have come through. Or egregious price gouging for business flights in/out of Australia, due to lack of competition. Need I go on?

And let's not forget consistent equipment changes, cancellations of flights despite still having them on sale and totally indifferent onboard staff. Need I go on?.

 

[jb747]

Re: cleaning the planes, having planes on standby in case of something breaks down and being able to pull a spare plane to take off on time, etc, it all costs them too much to do all that!

Nobody has spare aircraft on “standby”. Sometimes there’s one available at short notice, but having spares, presumably in multiple places…no. Yes, it would cost too much. Vastly too much.

 

[Clayton]

Nobody has spare aircraft on “standby”. Sometimes there’s one available at short notice, but having spares, presumably in multiple places…no. Yes, it would cost too much. Vastly too much.

Perhaps if Qantas maintained a more reasonable average fleet age, there may be fewer mechanical failures causing delays/cancellations?

 

[drron]

Well the cornerstone of QF profitability is about to take a hit. They were silly enough to send me a survey.


So now I have to ponder. Should I give them just a little encouragement and put 1 as my rating?

 

[AustraliaPoochie]

A 1 might elicit something, who knows, or it might just go into the "never never".

 

[Quickstatus]

Perhaps if Qantas maintained a more reasonable average fleet age, there may be fewer mechanical failures causing delays/cancellations

Aircraft reliability is an interesting study
Reliability engineering and systems reliability is a very esoteric subject but its complexity demonstrate that aircraft age is not the only factor affecting aircraft reliability.

How do we measure aircraft reliability?
James Albright: "If you judge your actions based on probabilities measured by decimal points beyond 99, you might be accepting more risk than you should". How does reliability translate to dispatch rate - a metric that airlines often use. There may be others...

It makes sense to me that "dispatch rate" is the post facto reality of the reliability theoretical calculations - in other words suck it and see. Being a launch airline of a new type of aircraft may not be the best way to suck it and see as problem may not occur on day 1 but 1 year for the Comet structural failures, 2 years in the case of the QF A380 fleet and 3-5 years in the case of the Dreamliners using the RRTrent1000. Then the Qatar A350 paint issues after a similar time period. And don't forget the 737-Max.

And as aircraft grow in complexity, it will be increasingly difficult to predict reliability from the outset.

 

[AustraliaPoochie]

And let's not forget consistent equipment changes, cancellations of flights despite still having them on sale and totally indifferent onboard staff. Need I go on?.

Never mind, on that one, we already know "consistent"
If anything techno goes wrong with the 787/330, you can bet a good ole (old) 737 will appear.

 

[KSC]

The brand will survive if the people leading the organization put in the effort to revitalize its image. Qantas has some good things going for it: lounges, a decent frequent flyer program and goodwill from politicians vis-a-vis the Chairman's Club. By the way, why is it called the Chairman's Club? Seems a bit politically incorrect these days, shouldn't it be the Chairperons's Club? Or maybe the Dick Goyder Club since he is the current Chairman?

-RooFlyer88

Dick Gouging Club it would be known as for many in the current climate. So it should just be simplified to Dick Club.

Imagine the stories of people wanting pull back the VIP curtain flaps to peak inside the Dick Club, exposing its members and their conflicted interests.

 

[jb747]

It seems Hudson and the board are going to use Boston Consulting to help guide them out of the mire. The trouble is that they’re behind most of the dud decisions of the last 20 years, so it looks like neither the board or new CEO have learnt anything, and will simply deepen the hole. I think the company is a very long way from ‘safe’. If it were an aircraft I’d be landing anywhere, and not just at a major airport.

 

[KSC]

It seems Hudson and the board are going to use Boston Consulting to help guide them out of the mire. The trouble is that they’re behind most of the dud decisions of the last 20 years, so it looks like neither the board or new CEO have learnt anything, and will simply deepen the hole. I think the company is a very long way from ‘safe’. If it were an aircraft I’d be landing anywhere, and not just at a major airport.

There is a laundry list of things to fix. However my biggest gripe is dealing with Qantas on the phone and the issue they got rid of their chat service.

I actually have found Jetstar having consistently better customer service on the phone and on chat. They have been more consistent in resolving issues with bookings.

The call center training from a. customer perspective seems to be based on churn, close and complete. Quality, critical thinking and resolution don’t seem to be the focus.

Qantas need to invest is there call Center teams, rebuild a more customer centric culture and motive. They will also need to give them more liberties to make particular booking changes. I sense they are using a very strict and rigid format.

I’m sure the work with BCG will also include future brand building and cultural change. Results will not be immediate and the board will really need to usher in change and not just give employees and customers lip service.

 

[CaptJCool]

Dick Gouging Club it would be known as for many in the current climate. So it should just be simplified to Dick Club.

Imagine the stories of people wanting pull back the VIP curtain flaps to peak inside the Dick Club, exposing its members and their conflicted interests.

https://www.news.com.au/sport/afl/outrage-over-qantas-virgin-move-before-afl-preliminary-final/news-story/116a66fa5f9806df1bdc0bf68821c12e

 

[drron]

Another opinion on the Qantas brand.

 

[tdimdad]

The trouble is that they’re behind most of the dud decisions of the last 20 years, so it looks like neither the board or new CEO have learnt anything, and will simply deepen the hole. I think the company is a very long way from ‘safe’.

They might just want to be mediocre regional airline from here on. Perhaps that's their new strategic goal and should be quite attainable with some hard work. Pity the staff who could do a lot more and operate a good, reputable global company.

 

[jrfsp]

From the ABC, not seen a copy yet
"The airline has just released its annual report without warning, and after 3pm on a Wednesday.

As far as media management goes, it means lots of TV stations will now have very little time to produce a story for tonight's TV news."

Edited:

https://www.qantasnewsroom.com.au/media-releases/statement-on-qantas-group-annual-report/

 

[MARTINE]

From the ABC, not seen a copy yet
"The airline has just released its annual report without warning, and after 3pm on a Wednesday.

As far as media management goes, it means lots of TV stations will now have very little time to produce a story for tonight's TV news."

Edited:

https://www.qantasnewsroom.com.au/media-releases/statement-on-qantas-group-annual-report/

Yes - loss of trust is due to ACCC sniffing around… but will AJ have a clawback of bonus as opposed to subject to…blah blah

 

[jrfsp]

"Looking ahead, the Board has significantly increased the weighting on customer outcomes for remuneration in FY24 and introduced it as a metric on future long-term incentives."

What are these "customer outcomes"......

 

[Seat0B]

"Looking ahead, the Board has significantly increased the weighting on customer outcomes for remuneration in FY24 and introduced it as a metric on future long-term incentives."

What are these "customer outcomes"......

Yes I would really like to know that too!

The sweet and naive part of me hopes that means they will care about flight cancellations, call centre wait time, call centre ineptitude, lost bags and all the other things we complain about.

The cynical side of me says they will come up with tokenistic and easily achieved so they can get their bonuses.

 

[jrfsp]

Yes I would really like to know that too!

The sweet and naive part of me hopes that means they will care about flight cancellations, call centre wait time, call centre ineptitude, lost bags and all the other things we complain about.

The cynical side of me says they will come up with tokenistic and easily achieved so they can get their bonuses.

Ive had a look Page 51, so from what i can see international performance doesnt matter - or is not mentioned.......explains the cough intl reliability.

"Net Promoter Score (NPS) - for domestic airlines and Qantas Frequent Flyer

Punctuality Based on Qantas Domestic and QantasLink

Reliability

External Reputation/Trust