Frequent fury: Qantas and customers on war footing
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This week’s stand offs between angry passengers and Qantas has seen air travel cross the same threshold of ugliness it did in America , the UK and much of Europe years ago. It is close to war between some carriers and their customers abroad, with the loathing that exists between British Airways and the mob scenes of its top tier frequent flyer members throwing their cards in disgust on the floor of Heathrow Airport indicative of what happens when incompetence becomes entrenched in service delivery. But now an Australian airline has started using security and police to protect itself from outraged punters who don’t get what they paid for, which is punctuality, civility and cleanliness. The invasion of a Qantas Club lounge at Sydney’s international terminal on Monday by passengers who had been completely screwed by a cumulative 24-hour delay on a flight to London really isn’t the amusing incident it was reported as being in some quarters. It was a rupture of trust that is very dangerous for Qantas, and a clear warning to Virgin Blue and Tiger. That incident and others that followed this week arise from the inability of Qantas to maintain its fleet in reliable working order. Pre the lounge invasion Qantas and Jetstar have dumped jetloads of hundreds of passengers at a time in terminals, even outside locked terminals, in Sydney, Perth, Hobart and Honolulu among others as aircraft broke down and staff dithered over the arrangements or obligations needed to accommodate them. Passengers have been left sleeping on bus shed benches in some cases. Qantas no longer has enough spare parts nor qualified maintenance staff on duty, to perform the necessary pre-flight or turnaround checks, or carry out what in a full service carrier would be otherwise routine running repairs or rectifications. It goes beyond the current overtime bans by maintenance workers too. Most of the screw ups in Qantas and Jetstar flights this year have happened before the bans were applied. The forced withdrawal from service of four aged 747s and several seriously unreliable senior 767s just announced by Qantas will make things much worse. These jets aren’t worth the heavy maintenance they need to remain safe and legal, but the replacements Qantas thought it was getting through a large order of Boeing “Dreamliners” isn’t going to happen this year, as planned, or even next year, as more recently promised by the maker, and possibly not until 2011. The Dudliner hasn’t even flown yet. It is still in pieces in Seattle, being wired together. Yet the maintenance union claims Qantas gutted its engineering resources in Australia in anticipation of outsourcing even more of the work overseas as it introduces new wide bodied jets including the giant Airbus A380s and the Dreamliners and now seems unable to cope with their late deliveries. Whatever management and the unions say about their respective positions is lost on alienated customers. The brand is trashing itself as management finds itself trapped by aircraft makers that can’t deliver, and maintenance arrangements that can’t cope. |
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12 Comments
well john, don’t be too quick to believe Bluey is any better…
this morning (friday, 06/JUN) i was booked on a Bluey flight (DJ705) @ 0905 from sydney to coolangatta. my partner and i decided to get to the airport early so we could have breakfast before the flight (because the food on the “a la cart” is bloody awful, and quite expensive…) and we arrived there at around 0730. as we walked into the airport, i got a message from Virgin telling me my flight was cancelled!!
we went to “the lounge” to talk to someone about this and were told that “weather” caused the cancellation. when i pointed out that there was perfectly adequate flying conditions in sydney as well as coolangatta (we’d chatted to the friends we were going to stay with just that morning and were told it was beautiful there…) and asked where the “weather” was, i was told that “weather” can occur anywhere on the continent where Bluey flies.
there were no seats on the other flights until 1205, but when asked if that flight would be going, they refused to commit to that. i asked point blank “does this mean that it’s possible this 1205 flight could be cancelled as the 0905 flight was?” and they said YES. they offered to fly us to brisbane, but then we would have to make our own way to coolangatta, and there would be no refund of the difference between the brisbane fare and the inflated coolangatta fare, either. further, as we were only going overnight for a 60th birthday, hanging around the airport for five hours and then MAYBE getting to our destination today wasn’t really good enough, so we cancelled and came home. the whole fiasco cost me $80 in taxi fares but Bluey doesn’t reimburse for such costs because the cancellation was due to “weather”. “weather” is the “get out of jail free” card for any airline, as they cannot be held responsible for it, as opposed to mechanical problems… on top of that, the sweet young thing/Bluey attendant couldn’t deal with the blunt, pointed questions i was putting to her and she muttered that she didn’t “have to put up with this”… great service technique, Virgin.
when looking at the monitor of arrivals/departures, there were at least SIX CANCELLED FLIGHTS, all in an hour and a half time period. this makes me wonder how many other flights during the day will be cancelled and does this have anything to do with Bluey losing $60 million recently?
we’re all going to have to get used to the idea of never being sure we will be able to get a flight when we need/want it, paying an affordable price for it, or being assured that the flights will actually fly as the schedule advises and not be cancelled out of hand, willy nilly, as seems to be happening today…
I’ve been a regular victim of the PER-MEL or PER-SYD routes with Qantas. Delays, over-nighters, breakdowns, curfews you name it. My company uses Qantas exclusively. I offered to pay for Virgin last time, out of my own wallet, rather than fly Qantas.
Like the old schoolyard saying goes: “Qantas don’t want us”
Much of this could all be solved with a fast train from, at least, Brisbane, Sydney, Melbourne and a side-line to Canberra. The flights are becoming crap, but the airports, security and general hanging around have been for some time. As noted, flying in the US is really bad because of all the on-ground hassles.
We shop for no frills[2]. Since when have cleanliness and reliability[1] been frills? Qantas, apparently, think they are.
[1] reliability - include the ability to run flights on-time.
[2] frills I’d say are things like included meals and frequent flyer clubs.
People who blame the punters for seeking the `cheapest flight` are the same who blame the unemployed for losing their job, or the poor for their penury. Those with longer memories, will remember Ansett and how this airline was gutted with government complicity, all in the name of `profitability` and `international competitiveness`. In reality, in this globalised world economy, it`s a race to the bottom, with jobs being axed, `delocalisation`, reduction of services (such as meals), and fare increases in various inventive ways. In short, it will inevitably go to the next round of `downsizing`, restructuring and job losses, whilst the managers give themselves hefty increases. It is almost inevitable that the next air tragedy is not too far away, when profits are the beginning and end in this system in which we live.
Enough to convince me to travel internationally by anything other that the Flying ‘f++++ ing K’ and its miserable offshoot and to hang with 200K plus FF’s that I have been hanging onto [why have I been hanging on? - ridiculous!] for that next BIG trip o/s. Strange to think non Europeans should now provide the preferred means of air travel! And to think 45 years of domicile in OZ which hasn’t yet induced me to reliquish my U.K Passport surely proves my hitherto undying belief that all things white must be best. Sunset on the Empire - indeed!
I have flown internationally and domestically too many times to count, usually by Qantas. I’m a Silver FF & have senior life membership of the Qantas Club. I have had shares in the company, but not at the moment.
I absolutely deplore what has happened to our once totally reliable natioinal carrier — all SINCE PRIVATISATION. When profits are the driving force and cutting corners is a factor in achieving that, then disaster will follow. Gone are the days when Qantas apprenticeships were prized.
Over a year ago, I emailed Qantas to express my deep concern over their cost-cutting, their appalling maintenance decision (to go offshore), etc. The result was that a young female ‘executive’ phoned me with a spiel no doubt intended to fob me off. It didn’t fob me off. Shortly after that, I took a return flight to S’pore and for the first time ever was quite nervous. This was before the near disaster in Bangkok.
As far as I am concerned, Qantas might as well be run by the Dodgy Brothers and my next o/s flight will be with either Cathay Pacific or Singapore Airlines. I’ve flown with them before (and SAS and Finnair) and feel utterly confident.
On the other hand, Qantas — from being the safest airline in the world — is a disaster waiting to happen. Given the maintenance issues, this could be soon.
How could this happen???? Qantas MUST put things right before a plane crashes in Norton Street or onto Sydenham station.
I got caught up in the Qantas debacle two weeks ago when the delayed and cancelled a flight then scheduled a second flight 9 hours later. We boarded that flight and were left sitting overnight on the plane on the Perth airport tarmac as the terminal closed. No food offered but we did get a glass of water.
After disembarking we were given a voucher for free coffee but that could only be used upstairs, not where we were lined up downstairs for 2 hours to be re-ticketed. The indifference and incompetence displayed by Qantas management was foreseeable, after all, when has anyone had a story of outstanding customer service to regale about our national airline? What is unforgivable is there complete and utter lack of support for their frontline staff who bore the brunt of our discontent and anxiety. Qantas management refused to meet with passengers and hid like cowards.
Maybe Virgin won’t go broke, after all, I have just flown my last flight with the earthbound kangaroo and I suspect so have many others who don’t care about frequent flyer points
ben’s right
i’m a loooooong term QF fflyer, and i fly quite a lot through the year which keeps me as a platinum fflyer. i can’t tell you how much QF has gone downhill- sure, they built a bang-up first class lounge at the international terminal, but unfortunately that doesn’t fly through the air. in my work i pay the high fares (not cut price/holiday fares) because this gives me spur of the moment flexibility should i need to stay longer somewhere, or change my plans in some other way. as most business flyers, i often fly economy, but i’m appalled at the way the planes and the service have deteriorated in the past five years.
it all comes to into focus when i’m forced to sit on yet ANOTHER cityflyer for an hour because some widget has burnt out (again) and the engineer is up there trying to fix it. i keep a tally of the flight number and reason for the delay, adding to a very long list of delays i’ve experienced- and it’s not just one or two now and then… or when another flight is cancelled because the plane is inoperable and they keep everyone hanging around for an hour or more, no information, while they try to book as many other people onto your flight from the cancelled one, so that we all get home two hours late because ANOTHER plane can’t fly…
the planes are OLD, the seats often have no “give” in them because they’ve had a bazillion hours of bums on them, the sound system doesn’t work in many seats, the flights are understaffed with overworked people (take it from me, flight attendants work HARD, and there are fewer and fewer of them on every flight because management are initiating “efficiencies”- which is why you may not be able to get an attendant to deal with you in a timely manner. ever flown the SYD-LAX sector? well try flying SYD-LAX one night, then fly LAX-SYD the next night and see what sorta shape you’re in).
i’ve been stranded at uluru when another plane was defunct. unless the airport out there has changed in the past few years, there’s not much there. we were stranded for SIX HOURS- no food, no drink available because the little deep-fryer kiosk closed. a group of us finally had to storm the QF management offices to make them do something, and all we got from them was a letter of apology! they did take some back to the resort for something to eat, but they didn’t allow much time as they insisted that the plane would be arriving from alice springs “imminently”.
many have had difficulties with the QF website. my fflyer profile on the QF website often doesn’t work, which means my status as a platinum fflyer doesn’t mean much because unless i phone QF to ask if my online booking shows me as a platinum fflyer, i don’t get the “special” (read- EARNED) treatment QF says i get as a platinum member- like at least getting the special meal i request (which, with my $480 one way fare SYD-MEL should get me because I BLOODY WELL PAID FOR IT) or the seat i want…
i’ve just returned from a month in the us. flying there is HORRIBLE. i flew american airlines- one of the more upmarket airlines- delayed flights, no real service, ridiculous security arrangements all make it a truly painful experience to travel there now- no wonder people just aren’t flying as much in america anymore, as show by the $20+ billion loss in airfares there in the last quarter… and australia’s “premium” airline is going the same way…
“cheap” flights are one thing, but when i choose to fly with QF because i expect that bit extra and i pay top dollar in a fare to get it, i expect a bit more than the diminishing return i’m getting now, and i don’t expect to have to keep writing to john borghetti to make the point!
If it was just the Qantas flights imapcting customers I’d say it was deliberate. At the end of the day the old Qantas business model can’t continue so I expect Qantas ultimately wants to ditch it altogether. Planes trips will and are going the way of trains and buses. We should expect nothing more from an airline than we do of a train or bus company. The days of expecting to be courted by silver service from pretty airhostesses were over in the 70’s. We’ve done it to ourselves we all shop for the cheapest flight and then are surprised that we get a budget service/treatment.
Its also impossible, it seems, to make a complaint directly to Qantas.
A year or so ago, I had an extremely bad experience with Qantas, and wanted to personally complain to a Snr. staff member at the airport, After a few attempts to fob me off, an over-dressed, over-made-up barbie-bimbo finally gave me a lipstick smile and a card advising me to address my complaint to, of all things, a PR firm.
Further attempts to lodge a complaint with Qantas over the phone also got me nowhere. With nowhere left to turn, I finally sent off a detailed, but polite letter to the PR’s putting my complaint and frustration at my inability to get any action - or even anyone to listen.
Heard nothing for three months, then received a standard form letter back from the PR firm:- 2 paragraphs, the old “sorry for the inconvenience” and “we strive to provide the highest levels” guff, and nothing more. My complaint was not addressed, and despite including my boarding pass and FF (gold) details, they couldn’t even get my name right.
Ever since, I detest Qantas with a vengeance. Unfortunately, I have to use them, and grit my teeth every time I arrive at the airport…
Nelson, this isn’t about the glories of days long gone, but reliability, cleanliness and civility. These qualities are among those that define excellence and relevance right across any real or perceived divide between carriers that claim to be full service and those that brand themselves as cheap. Unreliable maintenance, tired old jets and dirty overflowing toilets are ‘cheap’ no matter where an airline positions itself in the market.