What is Qantas playing at?

[Sprucegoose]

service recovery that follows points of failure

This was a recent question posed by an AFF writer - was service recovery (or such) a 'true test' of an airline (for memory?)

I thought about it for a few minutes. I could understand how directly relevant it was to customer satisfaction and, therefore, profitability. Still, whether it represented a 'true' test at a strategic planning level, I was unable to rationalise my thinking as any true test would be avoiding bad days, but how realistic is this? Do we energise avoidance or recovery, and if partway of both, how would it affect the value proposition?

The response currently lives rent-free in my consciousness, given its challenging assertions.

 

[Sprucegoose]

Called Cape Town who got me one leg back but was cut off after 20 minutes

Probably a brownout without an operational UPS!

They have a wonderfully brilliant electricity company called Eskom; trust me, experience these guys and you'll never complain about another OZ provider ever again!

 

[antycbr]

Probably a brownout without an operational UPS!

They have a wonderfully brilliant electricity company called Eskom; trust me, experience these guys and you'll never complain about another OZ provider ever again!

Stage 6 load shedding - 12 hours without power a day. Suspected deliberate damage to power stations to undermine the current presidential renomination by a faction of the ANC.

 

[Sprucegoose]

Stage 6 load shedding - 12 hours without power a day. Suspected deliberate damage to power stations to undermine the current presidential renomination by a faction of the ANC.

So more of the same?

We had an interesting situation in Zambia where the power was interrupted to the extent the UPS was inoperable - who designs for that risk?