Qantas has delivered the ultimate insult to its customers.
The gigantic dummy spit by Mr Joyce is just mind blowing in its approach. ‘I can’t control the unions, so I am taking my bat and ball and going home’. If you have paid good money for a ticket, that’s bad luck. You’ll just have to wait.
Maybe he thinks that most Australians will continue their love affair with the national carrier and that no long term harm will be done. Well, who knows, he may be right. But if I was stranded on the other side of the world, I would certainly never fly Qantas again.
Those customers who were inconvenienced, all had a choice. They were not obliged to choose Qantas. They chose to put their trust in his airline, yet Mr Joyce spat in their face. Big time. Can you imagine treating your paying customers like that?
We are used to pathetic service in Australia.
We all know that most retailers have no idea of really caring for customers. You only have to shop in the US for a few days to have that point hammered home. But this action by Qantas sets a new low in showing contempt for customers.
Of course, the situation is complex. I am sure there is no easy answer. But if Mr Joyce and his team had any idea as managers, it would not have reached such a crisis.
But maybe we should not be totally surprised. There has to be solid reasons for the rating fall that Qantas has suffered over recent years.
Currently the airline is considered a four-star airline by the highly regarded global research consultancy firm Skytrax. In 2011, Qantas was voted the eighth best airline in the world by the firm, a drop from 2010 (seventh), 2009 (sixth), 2008 (third), 2007 (fifth), 2006 (second), and 2005 (second).
And then there is the share price! From a high of nearly $6 about four years ago it is now around $1.50. Maybe taking the planes out of the air is aimed at rescuing the share price. Well, it’s a novel approach. I have to give them that.