This article in today's The Saturday Paper is a great read and sums up the current state of affairs quite nicely.
As Qantas drops to become the worst performing airline in the country, staff and unions say years of outsourcing have turned it into a budget carrier.
“It’s a complete mess and my honest belief is that they just do not care about providing a good-quality service anymore. They are impervious to public scrutiny and criticism. A new crisis is just another day’s work to them.”