How can we make Qantas great again and make us Aussies proud?

[NormalFF]

This may have been done before so pardon if it's repetitious, but it is frustrating that there is so much rhetoric about Qantas that makes it very concerning that we could end up losing this icon.


It's not about bashing Qantas, but I think that the model can improve to win back loyalty. It's little things like reports of passengers getting hungry on a flight from LAX to Mel where they had to ask for a sandwich. Being grunted at when you ask for a Gin and Tonic on a flight from HKG last Friday. This stuff is not hard.

Whereas asking for such on CX or SQ is never a problem and the attitudes are first class despite travelling in economy.

They could improve the leg room in economy and make a positive statement about such improvements. This would be such a positive thing to do and would win back customers.

Although I think their modelling is more focussed on premium pax whereas the overall offer should be a really positive experience for all pax.

Much is made that Qantas is not state owned anymore, but I dont believe that the Swire Group (CX) are state owned either.

So how can Qantas be more competitive on price? It appears that they're also pricing themselves out of the market by remaining one of the highest price airlines to fly to the US.

Do Qantas need to freshen their staff?

Have some of their staff been in the role that long that they're becoming grumpy or tired of serving passengers?

Have the staff lost the feeling of pride in their roles?

How can this be turned around?

There is no doubt the current industrial environment centred around enterprise bargaining is becoming testy. And amongst that, it's not a good look for Alan Joyce to be getting such a hefty salary increase. This will only get up the nose of his very employees who now even more, won't trust management.

It's not about PR and paying lip service, but Qantas really need to show that they are improving and not just shifting the burden accross to jetstar.

What more can be done?

 

[casanovawa]

I think a bit of inspired, motivating leadership from the top never goes astray with companies that are either in difficulties or having to go through a difficult change process... Some leaders are good at it, others louse it up and then some are just managers pretending to be leaders (each probably have their time and place but are not the same thing)... Pity we don't have a Branson or someone around the place...

And saying one thing to the work force and doing another yourself is the exact opposite of what leadership is about, look after your people first and you and the big wigs second is what wins respect and admiration and a "we're all in it together"...

I wonder if they could restructure at least part of the benefits for the staff so that the better QF does the better they are rewarded, some incentive program... Problem is for anyone other than the big wigs is that they can do their best and the people in charge can louse up the strategy and investment decisions and undermine the whole thing through no fault of the staff...

As for the rest, axing or changing underperforming routes is sensible unless they are icon routes that the airline needs, having a suite of products in terms of a high class and cheap/value product to cater to both markets makes sense as long as it actually delivers against expectations and not in name only... Respect your long term customers and keep them as its much more expensive to gain new ones... Look for entry points into new markets as QF management seem to be doing...

In a general sense they seem to be going about things correctly, but just not executing very well from what i can see...

Why can't QF fly through the Middle East by the way??? If Qatar, Emirates and Etihad can access Australian airports/airspace why don't they reciprocate or does QF just not value that route???

 

[thewinchester]

After 32pgs of discussion along the same vein recently, I dare say this is a topic well done and not in need of a revisit any time soon.

 

[Vinny]

Yep. The travelling public has already spoken. Up to QF management to listen. If they want.

 

[slossy]

Qantas needs a complete overhaul and buying a few A380's is not the answer to the fundamental deep rooted problems.
I have just returned to Australia on QF002 boarding the plane in Bangkok last week. Flying premium ecomomy. The two male crew really did not look like they enjoyed their jobs. The plane was Longreach, one of the first 747-400's and it is really showing its age. Prior to take off we were asked what drink we would like. After take off we were informed they had run out of that drink. The entertainment system failed and was not working for the duration of the flight. They ran out of one of the two meal choices at the second row of premium economy.
The Qantas fleet is now old both internationally and domestically. Yes, Qantas have on order the Boeing 787 but these are going to Jetstar.
Several weeks ago I flew Ethiad airlines from London to Abu Dhabi. The plane was an Airbus A340-600. The service from the international crew was superb. The price I paid for the ticket was a bargain.
Qantas is important. It is a great Australian Icon which Australia needs. The problems at Qantas are deep rooted. Competition from Asian and Middle Eastern airlines will destroy Qantas if action is not taken. They need to lease some newer planes for their international service and retire the old 747's. They need to up their level of onboard service to become competitive. No more relying on past reputations as the oldest safest airline.
And where do these problems originate from: the top -where the buck stops.:shock:

 

[The Rok]

I don't think it matters if you are in a 30 year old DC10 or a spanking new top of the line 787 Dreamliner. If your cabin crew cannot crack a smile and show some genuine enthusiasm them the whole experience will be cough anyway.

I would take good service over a nice plane anyday.

 

[harvyk]

The thing is that QF is a good airline... Not the best in the world, but far from the worst.

Basically, what I want from an airline is as follows

A comfy seat
A half decent meal
Decent IFE
Friendly staff

Now for me, QF provide that. I'll admit that some of their staff have lost their shine, but I've flown other airlines where some of their staff have lost their shine, and I've lost count on how many places staff members have given the cold shoulder, so it's not something limited to the airline business.

As for the other things, QF usually provide as comfy (as you can usually find in Y) seat, the food is edible, and AFAIK IFE is available on most international flights, and quite a few domestic which is an improvement.

I will also add when people state what an airline should be, they will sometimes refer to CX. Now having flown CX, I don't really see what they do (at least for Y) which takes them a level above QF. I had a comfy seat, a half decent meal, ok IFE (loop systems is what I've always got, so not ideal) and usually friendly staff. What more is there?

 

[lovestotravel]

Nothing!

The board want everything to be Jetstar and that's all that needs to be said!

Qantas is not serious about competing with Emirates/Singapore and the like or they wouldn't be deferring A380's and buying A320's for a "premium Asian airline"

 

[trippin_the_rift]

The thing is that QF is a good airline... Not the best in the world, but far from the worst.

Like my uncle Jim says:- "In business, make sure you're the best. Or the worst."
We're here to help QF become amazing. Mediocre is boring.

I will also add when people state what an airline should be, they will sometimes refer to CX. Now having flown CX, I don't really see what they do (at least for Y) which takes them a level above QF. I had a comfy seat, a half decent meal, ok IFE (loop systems is what I've always got, so not ideal) and usually friendly staff. What more is there?

Off the top of my head, other airlines have many advantages

- Enforced priorty boarding
- General attitude of cabin crew
- Most good airlines have larger VOD collections than QF
- Generally other airlines are cheaper in Business/First
- Safer aircraft (i.e.: A340, 777)

Point in case - I was on a air nz flight last week and the crew were laughing, joking around having a good time WITH the passengers. Also the captain pointed came over the speaker and pointed out a QF 737 that was coming into view on the left side of the aircraft. This is a true reflection of satisfied and positive crew, which over time translates into even happier customers who open their wallets without thinking twice.

QF have it easy - everything is setup and ready to roll. IMO up to 50% of cabin crew need to find new careers. Bring on some more energised staff to breathe some new life into the business and train everyone the same way that First Class crew are trained. They are fantastic and it's exactly how flying commercially should be.

THEN - First needs to be improved to be more like a private jet experience... because let's face it -- the biggest threat to passengers paying for First is that they will travel privately. Money isn't the problem - service and schedule are.

 

[lovestotravel]

Air NZ is great, but if you believe what they say their international long-haul is losing $1 Million per week............. and they are talking about a "review" of that over the next few months...

Not sure what they can do besides cut routes/flights

You can only save so much by downgrading food/wine and "enhancing" products/services

 

[trippin_the_rift]

Air NZ is great, but if you believe what they say their international long-haul is losing $1 Million per week............. and they are talking about a "review" of that over the next few months...

QF say the same thing about their intl ops. Truth is it's massive feeder traffic into the domestic network and domestic travellers (&FF'ers) would not fly QF if there were no intl ops. So to be fair to both Air NZ and QF - while they may be losing $$ directly on one hand - indirectly they'd lose bucket loads more by culling intl. THAT is why they keep it:!:

 

[harvyk]

QF say the same thing about their intl ops. Truth is it's massive feeder traffic into the domestic network and domestic travellers (&FF'ers) would not fly QF if there were no intl ops. So to be fair to both Air NZ and QF - while they may be losing $$ directly on one hand - indirectly they'd lose bucket loads more by culling intl. THAT is why they keep it:!:

It's said that the big problem with deregulation was the Australian Airlines and Qantas tie up gave Australian Airline an instant international network and Qantas an instant domestic network. It's believed the lack of a decent international network which killed Ansett, most travellers who where not domestic only chose QF simply because of it's international destinations. Whilst AN had *A to fall back on, that's not the same as having your own network.

 

[Robert K]

Unions and workers rights are killing Qantas. There is no workers rights in in HK. You stuff up once you can get fired.
Try firing someone in Australia for not smiling. Can't imagine it happening without everyone screaming murder

 

[Moody]

Unions and workers rights are killing Qantas. There is no workers rights in in HK. You stuff up once you can get fired.
Try firing someone in Australia for not smiling. Can't imagine it happening without everyone screaming murder

No - they will say "Unfair dismissal" and take you to the cleaners. This is an enightened country - not one with 19th century morals.

 

[harvyk]

No - they will say "Unfair dismissal" and take you to the cleaners. This is an enightened country - not one with 19th century morals.

and that's not necessarily a bad thing, I like having weekends, time off, decent pay and living without the consistent threat that I might wake up tomorrow and through no fault of my own be unemployed in the afternoon without a leg to stand on.

 

[The Rok]

and that's not necessarily a bad thing, I like having weekends, time off, decent pay and living without the consistent threat that I might wake up tomorrow and through no fault of my own be unemployed in the afternoon without a leg to stand on.

Ahhh, but that would make every day more worth living for, exciting!

 

[VHOEJ]

The unions are protecting the unachievers too much. The A380 crew have had a lot of positive feedback compared to thier counterparts - and they are on less money. The ones who make the experience have been there too long or have to whinge about everything in thier job - if they don't like it, quit! But they know if they quit they might not get jobs elsewhere and they know that they are very well looked after compared to other airlines.

It is a shame because the majority of crew and customer staff do a fabulous job and do whatever they can. But in saying that, 'making us Aussies proud' is a two way street - people complaining because thier flight is 5 minutes late is why we are becoming the same as the whinging Poms.

 

[prozac]

Get rid of the CEO and get one in who understands the Australian psyche.

 

[samh004]

Get rid of the CEO and get one in who understands the Australian psyche.

Don't think he'll be going anywhere for a while. Just read a great article about him (from March) in the ASR, and his 5-year plan includes Asia so its just a case of watching and seeing what happens.

He seems a good fit IMO.

 

[Moonshiner]

For me, it comes down to a simple contradiction in that they charge you as a premium carrier but do not provide a service to match it. Loyalty to the Australian product will only last so long and where and how they are placing themselves in the market right now is going to hurt them soon enough. I have long supported Qantas, but every time I now have to book flights, I'm finding it hard to justify the extra 10% to 30% they charge for no good reason. They need to deliver the product they apparently charge for.