
We keep hearing from new Qantas Group CEO Vanessa Hudson about how the Australian flag carrier has turned the corner and is better catering to its customers.
I see no evidence of that.
Arrogance and complacency still rule on the evidence of my most recent flight.
Qantas today reported massive profits, and an intention to buy 20 new aircraft.
Hudson was full of bravado, talking of the airline “spoiling” customers.
“For everyone across the Qantas Group, this year has been all about delivery," she said. "While we are pleased with the progress we are making, we remain focused on further improving our performance and continuing to deliver for our customers, people and shareholders.
“Continuing strong demand across all market segments, combined with our dual brand strategy, helped the Group grow earnings. Qantas and Jetstar carried four million more customers during the year, while our loyalty business grew as frequent flyers engaged with the program more than ever before."
I call bull.
On Tuesday night I had a flight from Melbourne to Hobart with Qantas. I checked in online after arriving from Canada.
After struggling to get the self-service baggage machine to issue a tag, I finally was able to attract the attention of a Qantas staffer - there are no longer many of them around - to resolve the issue.
Then my phone started pinging in the departure lounge.
First message: 19:55 flight pushed back to 20:35. Instructions on how to get a refund, but no apology.
Second message: Flight will now depart at 21:00. This time an apology for the disruption.
Third message: Flight will now depart and 21:20. They look forward to seeing me on board.
The issue was that a flight from Canberra was late. But they started lying. The board showed that boarding was set to start before that flight from the capital had even landed. Clearly wrong. I pointed that out to the staffer at the departure gate. She admitted it was wrong, but it was never corrected.
The new air crew for the flight - obviously used to delays - hung around laughing and joking. No sign of a serious apology. No offer of a meal voucher. No compensation. Handing out some bottles of water? No chance.
It is as if staff have been formally instructed not to apologise for failures.
There were some free cheese and biscuits during the flight. Thanks guys!
The work ethic at Qantas appears to be as rotten as its defences against Cyber attacks, no matter what PR spin the highly-paid Ms Hudson seeks to put on it.
We finally took off just in time to land in Hobart as the airport was closing. There were still some cleaners around. And, fortunately, the baggage handlers had not checked off.
My Qantas experience came after four long-haul (12+ hour sectors) with Qatar Airways. All of those were early, or on time, and the air crew solicitous despite the flights being full.
Qantas is being left behind by global rivals but apparently doesn't realise it.
And it often escapes scrutiny because a lot of travel writers want to stay on the free flights bandwagon and will ignore its many faults.
Such a shame. It used to offer a great product and top-notch service.
I'm sure the shareholders are happy with the record profits. We plebs just better get used to the falling standards.
UPDATE: Unions representing over 30,000 Qantas employees have condemned the airline’s corporate greed, saying the $2.4 billion underlying profit margin is built on the back of an underpaid, disrespected workforce, and it’s long overdue workers received their fair share.
Six unions, including the Australian Manufacturing Workers’ Union (AMWU), Australian Workers’ Union (AWU), the Electrical Trades Union (ETU), the Transport Workers’ Union (TWU), the Australian Services Union (ASU) and the Flight Attendants’ Association of Australia (FAAA) say the 28% leap in net profits come in the face of illegal sackings, threats to workers, cruel bargaining tactics, and a blanket refusal to negotiate fairly.
Time and time again, Qantas shows consistently how it puts profits before people and where the company’s true priorities lie. Its appalling track record of price gouging and phantom flights towards its customers is equally reflected towards its workforce.
Last week, Qantas was fined a historic $90 million for illegally outsourcing 1,800 ground workers, and was criticised by judge Michael Lee as an “aggressive” company driven by greed. Qantas employees were sent an apology by Hudson, claiming the airline was‘committed to building a workplace where workers feel supported, respected, and valued’.
Just one day later, in bargaining with the Qantas Engineers’ Alliance (made up of the AMWU, AWU and ETU), Qantas threatened to remove the back pay of more than a thousand engineering workers, sending through a rejected offer back to vote.
Qantas engineers remain the lowest paid in their industry, having experienced multiple wage freezes over the years. Qantas engineers are fighting to have their skills behind Qantas’ world-leading safety record valued and recognised.
Similarly, thousands of ASU members in Qantas’ service sector remain one of the lowest paid at the airline. Workers across check-in, call centres and freight operations have been seeking structural changes at Qantas to address pay disparity for its largely feminised services-orientated workforce. Meanwhile, thousands of FAAA members working in cabin crew have been locked in bargaining.