Qantas Accountability

Joined
Jul 5, 2009
Posts
58
We all know that Qantas has significant problems with poor customer service.

I wonder whether the good people on AFF can help to implement change at Qantas. I think that its time that Qantas management, from Alan Joyce down, need to be held accountable. This should also include the Qantas board.

So can I suggest that AFF publish a list as follows:

Email addresses for the relevant senior Qantas managers, including Alan Joyce (Customer Service, etc)
Email addresses for Qantas Board members
Phone numbers which MIGHT get to someone who can fix things (call centres)
Contact details for media (in each state) to inform them of customer service issues

I realise many email addresses will go to the "gatekeepers", but an increased number of emails might eventually get the message through.

A bit of pressure can work wonders if applied in a coordinated fashion. In particular the Qantas Board should be better informed about these issues.

AFF can be an agent for change if enough people can be encouraged to pursue these issues to the highest possible level, and follow up with communication with state media organisations.

I would be interested in others thoughts, thank you.
 

Melburnian1

Enthusiast
Joined
Jun 7, 2013
Posts
22,970
We all know that Qantas has significant problems with poor customer service.

I wonder whether the good people on AFF can help to implement change at Qantas. I think that its time that Qantas management, from Alan Joyce down, need to be held accountable. This should also include the Qantas board.

So can I suggest that AFF publish a list as follows:

Email addresses for the relevant senior Qantas managers, including Alan Joyce (Customer Service, etc)
Email addresses for Qantas Board members
Phone numbers which MIGHT get to someone who can fix things (call centres)
Contact details for media (in each state) to inform them of customer service issues

I realise many email addresses will go to the "gatekeepers", but an increased number of emails might eventually get the message through.

A bit of pressure can work wonders if applied in a coordinated fashion. In particular the Qantas Board should be better informed about these issues.

AFF can be an agent for change if enough people can be encouraged to pursue these issues to the highest possible level, and follow up with communication with state media organisations.

I would be interested in others thoughts, thank you.

You're trying to be constructive.

In the past, AFF has provided a 'special' telephone number (aimed at resolving problematical bookings).

Irrespective as to what any think of QFd/QFi, it's probably not the right thing to do to share "private" business email addresses unless one had permission from the individual concerned.

With media, probably best to contact dedicated transport reporters whose emails are often published by respective print media outlets.

I don't regard the ASX as perfect (far from it) and the same comment goes for regulators such as ACCC/APRA etc. but the Board is responsible to shareholders, not merely passengers or prospective ones, and supposed to act in their best interests at all times.
 

Seat0B

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Joined
Sep 20, 2018
Posts
2,032
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Platinum
@willclan, I like your suggestion. It is all but impossible to find an email address that is not "do not reply", "unmonitored" or simply ignored. There is no way to actually contact anyone with any authority to address in a timely way some of the frustrating and important issues we are experiencing as Qantas customers. It's so far beyond acceptable. Seems like those on the coal face know what's happening with woeful service (or some do at least), but I wonder what the higher ups are being told by the middle managers. If I were a board member or senior manager I would like to know about these issues before people vote with their feet/wallets. Repeatedly ignoring customers with valid issues is a bit like, oh I don't know, being a government that ignores the legitimate interests of the electors. Rooster yesterday, unemployed former politician today.
 

whughes3

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Dec 21, 2009
Posts
710
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It is probable that such e-mail addresses would be subject to strict "whitelisting" so that releasing them publicly would have little or no effect.
 

Port Power

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Joined
Jan 9, 2016
Posts
1,034
Qantas
Platinum
We all know that Qantas has significant problems with poor customer service.

I wonder whether the good people on AFF can help to implement change at Qantas. I think that its time that Qantas management, from Alan Joyce down, need to be held accountable. This should also include the Qantas board.

So can I suggest that AFF publish a list as follows:

Email addresses for the relevant senior Qantas managers, including Alan Joyce (Customer Service, etc)
Email addresses for Qantas Board members
Phone numbers which MIGHT get to someone who can fix things (call centres)
Contact details for media (in each state) to inform them of customer service issues

I realise many email addresses will go to the "gatekeepers", but an increased number of emails might eventually get the message through.

A bit of pressure can work wonders if applied in a coordinated fashion. In particular the Qantas Board should be better informed about these issues.

AFF can be an agent for change if enough people can be encouraged to pursue these issues to the highest possible level, and follow up with communication with state media organisations.

I would be interested in others thoughts, thank you.
Stephanie Tully has published her email address in order to be seen to be available, and posters on other threads have posted they have been contacted. If business emails are found in the public domain, customers may certainly use them.
 

Admin

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Qantas
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We all know that Qantas has significant problems with poor customer service.

I wonder whether the good people on AFF can help to implement change at Qantas. I think that its time that Qantas management, from Alan Joyce down, need to be held accountable. This should also include the Qantas board.

So can I suggest that AFF publish a list as follows:

Email addresses for the relevant senior Qantas managers, including Alan Joyce (Customer Service, etc)
Email addresses for Qantas Board members
Phone numbers which MIGHT get to someone who can fix things (call centres)
Contact details for media (in each state) to inform them of customer service issues

I realise many email addresses will go to the "gatekeepers", but an increased number of emails might eventually get the message through.

A bit of pressure can work wonders if applied in a coordinated fashion. In particular the Qantas Board should be better informed about these issues.

AFF can be an agent for change if enough people can be encouraged to pursue these issues to the highest possible level, and follow up with communication with state media organisations.

I would be interested in others thoughts, thank you.
I don't believe it's our place to publish email address for any organisation.

That said, it's not too difficult to work out the format of any company's email address - try something like [email protected] :)
 
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