| Customer "Service" |
| Not affilliated with Qantas airlines - in fact, they hate us |
Qantas Credit Union Outsource Customer Service Center
From: IT Wire (more at: www.itwire.com) Posted May 19, 2009
Qantas Staff Credit Union (QSCU) today announced it has chosen IPscape, a service (SaaS) contact centre provider, for its Sydney-based
call centre. The agreement includes IPscape's pay-as-you-use contact centre. According to Scott King, CEO at QSCU, a clear demonstration
of cost reduction and obvious in-depth call centre expertise “made IPscape the only choice”.
Qantas shuts down Customer Service centers in US & London to save money
From: Phoenix Business Journal (more at: milwaukee.bizjournals.com) Posted: Feb. 23, 2009
Qantas has announced that is closing its US customer service and reservations call center in Arizona at the end of
February with 50 workers being fired, according to the Arizona Dept. of Economic Security. Qantas said it would be
closing call centers in Tucson and London and centralize operations in Australia and New Zealand. The US closure is
part of bigger cost-savings effort by removing 1,500 jobs at Qantas.
Qantas rally to fix Dismal service - increases training by 3.6%
From: Aviation Record (more at: www.aviationrecord.com) Posted: Feb. 2, 2009
After many years with dismal service Qantas increased its training budget by 3.6% to $290 million and
opened a Centre of Service Excellence in Sydney to provide enhanced training for 18,000 of the staff.
Qantas spokesman, Mr. Borghetti said that 130 staff, including telesales, cabin crew, pilots and airport
staff, will undertake training in the Centre three times each week. After the small increase in training,
the flying Kangaroo will spend less than 1.9% of its revenues on training for all of its 34,000 employees
Meanwhile the airline paid $18.1 million on executive compensation for four of its managers plus
bonuses, and $4.71 million for its new CEO.
30 Year Airline veteran: Qantas will not even answer the phone
Submitted by: "Chaz-man". Posted: Jan. 14, 2009
Having worked with a major airline in the USA for the last 30 years. I am amazed at how horrible Qantas is in making reservations on the
phone....As a "non-rev", I have tried for the past week to get a hold of someone. Sitting on the phone for 5 minutes, only to be disconnected
when no one answers the phone....WHAT A JOKE !!!! I am so glad that Delta and others are coming into Sydney... Maybe then Qantas will
"wake up" Not holding my breath...
Qantas refuse to transport service dogs - Charge families $33,000 more
From: New Zealand Herald (more at: www.nzherald.co.nz) Posted: Dec. 21, 2008
Three Waikato families faced a bill of $33,000 after three dogs being brought to New Zealand to help autistic patients were banned from a
Qantas flight in Los Angeles. The families had spent two years raising funds to bring the dogs to New Zealand. The three trained dogs from
the 4 Paws For Ability centre in Ohio, had already flown with their handlers on two American Airlines flights until Qantas staff refused to allow
them board a flight to Auckland in Los Angeles. Sonya Ewens, whose six-year-old son Sloan got one of the dogs to help with his autism, said
they were "devastated", the Waikato Times reported today. She said they were still raising the last $6000 for the original fare and the
thought of another two years fundraising "is really too much." She said she had to upgrade to business class and transport the dogs in the
cargo hold to avoid flight delays and that cost nearly $33,000.
Passenger: 24 hours service - provided by an answering machine
Submitted by: Judd. Posted on Dec 9, 2008
Qantas claims to have a 24-hours customer service ! Hahaha...I called at 8.30pm (local time in Singapore) listening to record message for
45mins..."Our customer service is attending to other customer at the moment, we will be with you SHORTLY..blah blah" still mystery customer
service did not pick up the phone. As using cell my ear started burning and mystery Qantas staff still no sign. Amazing I Called second time
at 9.30pm as I desperately needed to get my flight change...this time waited till now more than an hour "Our customer..will
be with you SHORTLY!!!....blah blah" mystery Qantas customer service...halo halo...anybody there ?
Qantas eliminates Cargo competition - despite Investigation of price fixing
From: The Age (business.theage.com.au) Posted April, 30, 2008
Qantas Freight Enterprises has agreed to buy national trucking business Jets Transport Express (Jets), which specializes in interstate air
freight movements. Executive General Manager, Qantas Freight Enterprises Grant Fenn said the acquisition of Jets would be completed by
the end of May. '''We see great potential to expand and grow the Jets business,'' he said. Jets operates between all major capital cities from
hubs in Sydney, Melbourne, Brisbane and Adelaide. Qantas Freight markets the cargo capacity on all Qantas and Jetstar international
services and operates three dedicated 747-400 freighter aircraft on scheduled international services. It is Australia's largest operator of
cargo handling terminals with operations in Sydney, Sydney T2, Melbourne, Brisbane, Perth and Los Angeles. In 2007/08, Qantas Freight will
carry over 340,000 tonnes of air freight. Last year Qantas cargo paid a $61 million fine after pleading guilty to International price fixing.
Qantas announce ticket price Increase
From: 7 News (au.news.yahoo.com) & The Australian (theaustralian.news.com.au ) Posted April 20, 2008
There are fears of the impact the rising oil price will have on Australia's two main airlines. Both Virgin Blue and Qantas have already
announced the fuel surcharge will be passed onto passengers through higher ticket prices. This was despite assurances from chief executive
Geoff Dixon that the flying kangaroo had no plans to revise its 2007-08 guidance of a record pre-tax profit that was at least 40 per cent
higher than last year. Qantas said in February it had already bought 25 per cent of next year's fuel, at $US81 a barrel [ed: 31% lower than
current oil prices].
Diabetic Passenger Denied Boarding – Qantas called him “drunk”
From: Queensland Times (www.qt.com.au) Posted April 16, 2008
Diabetic Stephen Fennamore is demanding an apology from Qantas after a female flight attendant refused to allow him to board a plane at
Sydney's Mascot Airport. Suffering from a low blood sugar attack as he handed over his boarding pass, Mr Fennamore said he was "wobbly"
and leaning on his business partner, Bev Neumann, who was travelling with him. Along with Ms Neumann's teenage son, the pair was
boarding flight 588 on Sunday night to return to Brisbane. The flight attendant accused him of being drunk. "She said: 'You get off my plane',"
Mr Fennamore said. "The airport police came. I requested they put the breathalyser on me to prove I wasn't drunk." Despite his protests, he
said the police sought no medical advice and escorted him out of the airport. Mr Fennamore's insulin was in the bags he had to check in for
the flight. "I just want Qantas to take notice of what happened. They all need re-training in their first aid." Qantas declined to comment. House
member for Blair, Shayne Neumann said Qantas's behaviour was disgraceful. "They clearly have a duty of care to their passengers," he said.
"They should apologise to Mr Fennamore and reimburse him for the cost of Jetstar travel ($287) and his taxi fare. I'm calling on them to
consider compensation."
Qantas Data Services will not be cheap - Meeting rooms at $100 per hour
From: MicroSoft Network –nine (more at apcmag.com) Posted April 10, 2009
Qantas is examining a plan to launch CBD meeting rooms that could see it involved in a range of technology services, including online
document storage and VOIP telephony. Options up for consideration in the survey include "a Virtual Online Office, where you can remotely
store, access and download files securely" and "softphone facilities enabling VoIP calls to be made from anywhere with Internet access"
Participants are also asked to rank the appeal of a basic serviced office ready for laptop connections and a fully equipped centre with working
PCs. [This] marks a new potential direction for other airlines looking to diversify their income and improve customer loyalty -- especially when
traditional frequent flyer loyalty schemes look like smoke and mirrors to frustrated travellers trying to book award seats. Earlier this year,
Qantas launched meeting rooms at Sydney and Melbourne airport. Such convenience doesn't come cheap: the cheapest meeting room costs
$199 for two hours. High prices are also expected when Qantas rolls out in-air mobile data services later this year.
Virgin Annouces end to Qantas Monopoly with $400 Australian fares
From: Sydney Morning Herald (news.smh.com.au) posted April 2, 2008
Billionaire Sir Richard Branson has jetted in to California, vowing to take Qantas on with bargain $A400 airfares between Sydney and Los
Angeles. "Our philosophy is never to leave with an empty seat," Branson said at V Australia's US launch party. "If we have to sell a fare for
$A400, we'll sell it for $A400." Branson gave Americans a taste of his fare-cutting strategy Tuesday, offering 1,000 $US777 LA-Sydney return
fares on his new airline. He expects strong competition with Qantas and United Airlines, which have a stranglehold on the Australia-US route.
Flights starts December 15, 2008.
Frequent Flier: Qantas Service and Planes are Stuck in the 1980s
Submitted by: Ckavka. Mar. 21, 2008
I have always flown Qantas but have now changed do Singapore airlines (best airline ever). Qantas really has to learn to get respectful staff
like the Asian carriers. Qantas planes are old and the interior feels like you are still in the 80's. You pay $5500 for a ticket to Europe on
Qantas with terrible manners and TV not working half of the way and I was told "sorry there is nothing we can do". Asian airlines such as
Singapore airlines are the most caring and pleasant people to fly with and you only pay $4700 instead of $5500 with terrible service. Qantas
really has to pull out the manners if they want to stay 1 of the world's best airliners. Qantas has had about 10 problems in the lat 5 months
and 2 of those problems nearly cause 1 of the worlds worst plane crash disasters (flying into Bangkok they lost power through out their whole
plane. I have one word for Qantas and that is "if you want to stay good, start slapping some manners into your cabin crew". They get paid
close to one hundred thousand a year would you not be happy with that they act like they hate their job. If you are thinking of flying fly with an
Asian Carrier I would recommend Singapore airlines best airliner ever. Their new cabin layout and interior feels like you are flying first class!
400 Passengers Stranded in Perth
From: Carmelle Sander. Feb, 28, 2008
UP to 400 disgruntled Qantas passengers are stranded at Perth Domestic Airport after their plane bound
for Sydney failed to show. One passenger said. "I get here and there is chaos.'' Another passenger of
QF566 said this was his third time flying with the airline and decided it would be his last. "There are a lot
of angry people here wanting answers and we're getting nothing. Passengers are being told by Qantas staff:
"We can not tell you why your plane has been delayed". Passengers report that call attempts to Qantas in
Sydney have failed and that lines are ringing out or giving an engaged signal.
Qantas admits chronic arrival performance problems
From: Professional Pilots Rumor Network (www.pprune.org)
Reeling from public discontent, Qantas has formed a crisis committee to combat chronic flight delays and has hired top political consultants to
assess its damaging image problems. The number of Qantas flights leaving within three minutes of their scheduled departure times has
reportedly dipped as low as 37 per cent in recent months - and below 70 per cent under a broader 15-minute international standard. Both
figures are below accepted international performance standards. Executive general manager sales and marketing John Borghetti admitted
the airline was aware of growing passenger discontent. "There is no doubt our on-time performance needs to improve," Mr Borghetti told The
Australian. Qantas has employed Crosby/Textor, the polling and research consultancy run by Liberal Party pollster Mark Textor and former
Liberal Party national director Lynton Crosby, to assess its image problems. Several federal politicians have been interviewed by the
consultancy, including Country-Liberal MP Dave Tollner. The Northern Territory MP, who flew frequently between Darwin and Canberra, said
he had been brutally frank with the researchers. "They asked for positives, and I said safety," he said. "They asked for negatives and I said
lost luggage, delays, unscheduled overnight stays, high prices, monopoly - you name it, I said it." Mr Tollner said "at least a quarter" of
Qantas flights were late and another quarter resulted in lost luggage. Mr Borghetti admitted Canberra had "special punctuality issues",
including fog, which required particular attention. A spokesman for Transport Minister John Anderson said smaller carriers were pressuring
the Government to force airlines to release their punctuality records to highlight their superiority over Qantas.
Woman Dies while waiting or Qantas Service
From: The Currier Mail (www.news.com.au/couriermail)
QANTAS staff have been booed by frustrated passengers at Brisbane Airport after leaving their check-in counters to assist an elderly woman
who collapsed and died in the long queue. The 80-year-old woman is believed to have suffered a heart attack shortly after joining Qantas
Club check-in queue on Monday morning. Two doctors at the terminal provided medical assistance until paramedics arrived 15 minutes later
but they were unable to revive her. Julie Bignell, from the Australian Services Union, said that when staff heard of the woman's plight, two of
them went to her aid but were booed when they closed their counters. "There were only half the number of check-in points operating that
morning because six staff had called in sick. The terminal was packed with about 1000 people and no one could move. The public didn't know
what was going on," Ms Bignell said. She said it was not particularly unusual for check-in staff to be booed or even spat on when they finished
their shift and closed their counters during busy periods."The Qantas terminal at Brisbane Airport is chronically understaffed. We've been
trying for two years to have staffing levels improved, but they've actually decreased," she said. More than 90 staff had left Qantas from the
domestic and international terminals since September 2006, and there were "always people off on stress leave", Ms Bignell said. "It's
extremely stressful for staff when they have such big workloads, and now they've got people dying in the queues," she said.
Curtis Davies from Qantas said the airline was employing more than 20 additional staff "to provide even better levels of service". "We have
done a great deal to improve the check-in process, including introducing online check-in and QuickCheck kiosk," said Mr Davies. But Ms
Bignell predicted waiting times at Brisbane Airport would worsen in the upcoming school holiday period.
Qantas admits major Staff Shortages at their Customer Service
From: The Aussie Aviator (www.theaussieaviator.net)
QANTAS has finally admitted that its staffing at Brisbane Airport has fallen below acceptable levels and has promised to beef up numbers to
avoid chaos at its terminals this Christmas. The airline's executive general manager John Borghetti made a whirlwind visit to Brisbane on
Monday afternoon where he addressed an impromptu meeting of about 20 staff. According to some who attended, Mr Borghetti said Qantas
had got the Brisbane Airport infrastructure "completely wrong" and staffing was "insufficient". He promised 42 extra staff by Christmas and
said a further 42 would be recruited if required. Julie Bignell from the Australian Services Union said although it was pleasing Qantas had sent
its "third in charge" to talk to staff, his offer was a case of too little, too late. "We're 90 people down on what we were at this time last year,
and we'd at least like to see staffing restored to those levels," Ms Bignell said. "That's not even taking into account the growth in volume
through the terminal which is about 10 per cent a year," she said. Ms Bignell said the union had been lobbying for more staff for two years.
"Why wouldn't you just . . . make the full commitment, complete the process with a view to restoring levels to what they were last year?" she
asked. Qantas has previously blamed infrastructure issues for passenger congestion which, in turn, has resulted in ugly scenes at Brisbane
Airport. Last month two check-in staff were booed and verbally abused when they closed their counters to go to the aid of an elderly woman
who collapsed and died at the back of the Qantas Club queue. That same week four Brisbane staff were sent to Sydney Airport to cover staff
shortages there. The airline's regional general manager Andrew Hogg said Qantas would bring forward a major terminal redesign that would
see its check-in and security areas moved upstairs. It was also planning to install a heart-starting defibrillator at the terminal following the
woman's death. "This had been planned for some months," Mr Hogg said. Melbourne and Perth are the only other airports in Australia with
defibrillators.
Customer told to get "stuffed"
From: J. Horowitz (jethrohorowitz.com)
[I am] so completely tilted, took my $120 goose feathered pillow on the plane and left it there. Rang Qantas today for them to give it back and
they told me to get stuffed. Spoke to the rudest asshole in the world who laughed at the thought of looking for it for me. God I hate Qantas
so much right now. I bet you he is sleeping on it tonight. Sleeping and laughing, sleeping and laughing.
From: IT Wire (more at: www.itwire.com) Posted May 19, 2009
Qantas Staff Credit Union (QSCU) today announced it has chosen IPscape, a service (SaaS) contact centre provider, for its Sydney-based
call centre. The agreement includes IPscape's pay-as-you-use contact centre. According to Scott King, CEO at QSCU, a clear demonstration
of cost reduction and obvious in-depth call centre expertise “made IPscape the only choice”.
Qantas shuts down Customer Service centers in US & London to save money
From: Phoenix Business Journal (more at: milwaukee.bizjournals.com) Posted: Feb. 23, 2009
Qantas has announced that is closing its US customer service and reservations call center in Arizona at the end of
February with 50 workers being fired, according to the Arizona Dept. of Economic Security. Qantas said it would be
closing call centers in Tucson and London and centralize operations in Australia and New Zealand. The US closure is
part of bigger cost-savings effort by removing 1,500 jobs at Qantas.
Qantas rally to fix Dismal service - increases training by 3.6%
From: Aviation Record (more at: www.aviationrecord.com) Posted: Feb. 2, 2009
After many years with dismal service Qantas increased its training budget by 3.6% to $290 million and
opened a Centre of Service Excellence in Sydney to provide enhanced training for 18,000 of the staff.
Qantas spokesman, Mr. Borghetti said that 130 staff, including telesales, cabin crew, pilots and airport
staff, will undertake training in the Centre three times each week. After the small increase in training,
the flying Kangaroo will spend less than 1.9% of its revenues on training for all of its 34,000 employees
Meanwhile the airline paid $18.1 million on executive compensation for four of its managers plus
bonuses, and $4.71 million for its new CEO.
30 Year Airline veteran: Qantas will not even answer the phone
Submitted by: "Chaz-man". Posted: Jan. 14, 2009
Having worked with a major airline in the USA for the last 30 years. I am amazed at how horrible Qantas is in making reservations on the
phone....As a "non-rev", I have tried for the past week to get a hold of someone. Sitting on the phone for 5 minutes, only to be disconnected
when no one answers the phone....WHAT A JOKE !!!! I am so glad that Delta and others are coming into Sydney... Maybe then Qantas will
"wake up" Not holding my breath...
Qantas refuse to transport service dogs - Charge families $33,000 more
From: New Zealand Herald (more at: www.nzherald.co.nz) Posted: Dec. 21, 2008
Three Waikato families faced a bill of $33,000 after three dogs being brought to New Zealand to help autistic patients were banned from a
Qantas flight in Los Angeles. The families had spent two years raising funds to bring the dogs to New Zealand. The three trained dogs from
the 4 Paws For Ability centre in Ohio, had already flown with their handlers on two American Airlines flights until Qantas staff refused to allow
them board a flight to Auckland in Los Angeles. Sonya Ewens, whose six-year-old son Sloan got one of the dogs to help with his autism, said
they were "devastated", the Waikato Times reported today. She said they were still raising the last $6000 for the original fare and the
thought of another two years fundraising "is really too much." She said she had to upgrade to business class and transport the dogs in the
cargo hold to avoid flight delays and that cost nearly $33,000.
Passenger: 24 hours service - provided by an answering machine
Submitted by: Judd. Posted on Dec 9, 2008
Qantas claims to have a 24-hours customer service ! Hahaha...I called at 8.30pm (local time in Singapore) listening to record message for
45mins..."Our customer service is attending to other customer at the moment, we will be with you SHORTLY..blah blah" still mystery customer
service did not pick up the phone. As using cell my ear started burning and mystery Qantas staff still no sign. Amazing I Called second time
at 9.30pm as I desperately needed to get my flight change...this time waited till now more than an hour "Our customer..will
be with you SHORTLY!!!....blah blah" mystery Qantas customer service...halo halo...anybody there ?
Qantas eliminates Cargo competition - despite Investigation of price fixing
From: The Age (business.theage.com.au) Posted April, 30, 2008
Qantas Freight Enterprises has agreed to buy national trucking business Jets Transport Express (Jets), which specializes in interstate air
freight movements. Executive General Manager, Qantas Freight Enterprises Grant Fenn said the acquisition of Jets would be completed by
the end of May. '''We see great potential to expand and grow the Jets business,'' he said. Jets operates between all major capital cities from
hubs in Sydney, Melbourne, Brisbane and Adelaide. Qantas Freight markets the cargo capacity on all Qantas and Jetstar international
services and operates three dedicated 747-400 freighter aircraft on scheduled international services. It is Australia's largest operator of
cargo handling terminals with operations in Sydney, Sydney T2, Melbourne, Brisbane, Perth and Los Angeles. In 2007/08, Qantas Freight will
carry over 340,000 tonnes of air freight. Last year Qantas cargo paid a $61 million fine after pleading guilty to International price fixing.
Qantas announce ticket price Increase
From: 7 News (au.news.yahoo.com) & The Australian (theaustralian.news.com.au ) Posted April 20, 2008
There are fears of the impact the rising oil price will have on Australia's two main airlines. Both Virgin Blue and Qantas have already
announced the fuel surcharge will be passed onto passengers through higher ticket prices. This was despite assurances from chief executive
Geoff Dixon that the flying kangaroo had no plans to revise its 2007-08 guidance of a record pre-tax profit that was at least 40 per cent
higher than last year. Qantas said in February it had already bought 25 per cent of next year's fuel, at $US81 a barrel [ed: 31% lower than
current oil prices].
Diabetic Passenger Denied Boarding – Qantas called him “drunk”
From: Queensland Times (www.qt.com.au) Posted April 16, 2008
Diabetic Stephen Fennamore is demanding an apology from Qantas after a female flight attendant refused to allow him to board a plane at
Sydney's Mascot Airport. Suffering from a low blood sugar attack as he handed over his boarding pass, Mr Fennamore said he was "wobbly"
and leaning on his business partner, Bev Neumann, who was travelling with him. Along with Ms Neumann's teenage son, the pair was
boarding flight 588 on Sunday night to return to Brisbane. The flight attendant accused him of being drunk. "She said: 'You get off my plane',"
Mr Fennamore said. "The airport police came. I requested they put the breathalyser on me to prove I wasn't drunk." Despite his protests, he
said the police sought no medical advice and escorted him out of the airport. Mr Fennamore's insulin was in the bags he had to check in for
the flight. "I just want Qantas to take notice of what happened. They all need re-training in their first aid." Qantas declined to comment. House
member for Blair, Shayne Neumann said Qantas's behaviour was disgraceful. "They clearly have a duty of care to their passengers," he said.
"They should apologise to Mr Fennamore and reimburse him for the cost of Jetstar travel ($287) and his taxi fare. I'm calling on them to
consider compensation."
Qantas Data Services will not be cheap - Meeting rooms at $100 per hour
From: MicroSoft Network –nine (more at apcmag.com) Posted April 10, 2009
Qantas is examining a plan to launch CBD meeting rooms that could see it involved in a range of technology services, including online
document storage and VOIP telephony. Options up for consideration in the survey include "a Virtual Online Office, where you can remotely
store, access and download files securely" and "softphone facilities enabling VoIP calls to be made from anywhere with Internet access"
Participants are also asked to rank the appeal of a basic serviced office ready for laptop connections and a fully equipped centre with working
PCs. [This] marks a new potential direction for other airlines looking to diversify their income and improve customer loyalty -- especially when
traditional frequent flyer loyalty schemes look like smoke and mirrors to frustrated travellers trying to book award seats. Earlier this year,
Qantas launched meeting rooms at Sydney and Melbourne airport. Such convenience doesn't come cheap: the cheapest meeting room costs
$199 for two hours. High prices are also expected when Qantas rolls out in-air mobile data services later this year.
Virgin Annouces end to Qantas Monopoly with $400 Australian fares
From: Sydney Morning Herald (news.smh.com.au) posted April 2, 2008
Billionaire Sir Richard Branson has jetted in to California, vowing to take Qantas on with bargain $A400 airfares between Sydney and Los
Angeles. "Our philosophy is never to leave with an empty seat," Branson said at V Australia's US launch party. "If we have to sell a fare for
$A400, we'll sell it for $A400." Branson gave Americans a taste of his fare-cutting strategy Tuesday, offering 1,000 $US777 LA-Sydney return
fares on his new airline. He expects strong competition with Qantas and United Airlines, which have a stranglehold on the Australia-US route.
Flights starts December 15, 2008.
Frequent Flier: Qantas Service and Planes are Stuck in the 1980s
Submitted by: Ckavka. Mar. 21, 2008
I have always flown Qantas but have now changed do Singapore airlines (best airline ever). Qantas really has to learn to get respectful staff
like the Asian carriers. Qantas planes are old and the interior feels like you are still in the 80's. You pay $5500 for a ticket to Europe on
Qantas with terrible manners and TV not working half of the way and I was told "sorry there is nothing we can do". Asian airlines such as
Singapore airlines are the most caring and pleasant people to fly with and you only pay $4700 instead of $5500 with terrible service. Qantas
really has to pull out the manners if they want to stay 1 of the world's best airliners. Qantas has had about 10 problems in the lat 5 months
and 2 of those problems nearly cause 1 of the worlds worst plane crash disasters (flying into Bangkok they lost power through out their whole
plane. I have one word for Qantas and that is "if you want to stay good, start slapping some manners into your cabin crew". They get paid
close to one hundred thousand a year would you not be happy with that they act like they hate their job. If you are thinking of flying fly with an
Asian Carrier I would recommend Singapore airlines best airliner ever. Their new cabin layout and interior feels like you are flying first class!
400 Passengers Stranded in Perth
From: Carmelle Sander. Feb, 28, 2008
UP to 400 disgruntled Qantas passengers are stranded at Perth Domestic Airport after their plane bound
for Sydney failed to show. One passenger said. "I get here and there is chaos.'' Another passenger of
QF566 said this was his third time flying with the airline and decided it would be his last. "There are a lot
of angry people here wanting answers and we're getting nothing. Passengers are being told by Qantas staff:
"We can not tell you why your plane has been delayed". Passengers report that call attempts to Qantas in
Sydney have failed and that lines are ringing out or giving an engaged signal.
Qantas admits chronic arrival performance problems
From: Professional Pilots Rumor Network (www.pprune.org)
Reeling from public discontent, Qantas has formed a crisis committee to combat chronic flight delays and has hired top political consultants to
assess its damaging image problems. The number of Qantas flights leaving within three minutes of their scheduled departure times has
reportedly dipped as low as 37 per cent in recent months - and below 70 per cent under a broader 15-minute international standard. Both
figures are below accepted international performance standards. Executive general manager sales and marketing John Borghetti admitted
the airline was aware of growing passenger discontent. "There is no doubt our on-time performance needs to improve," Mr Borghetti told The
Australian. Qantas has employed Crosby/Textor, the polling and research consultancy run by Liberal Party pollster Mark Textor and former
Liberal Party national director Lynton Crosby, to assess its image problems. Several federal politicians have been interviewed by the
consultancy, including Country-Liberal MP Dave Tollner. The Northern Territory MP, who flew frequently between Darwin and Canberra, said
he had been brutally frank with the researchers. "They asked for positives, and I said safety," he said. "They asked for negatives and I said
lost luggage, delays, unscheduled overnight stays, high prices, monopoly - you name it, I said it." Mr Tollner said "at least a quarter" of
Qantas flights were late and another quarter resulted in lost luggage. Mr Borghetti admitted Canberra had "special punctuality issues",
including fog, which required particular attention. A spokesman for Transport Minister John Anderson said smaller carriers were pressuring
the Government to force airlines to release their punctuality records to highlight their superiority over Qantas.
Woman Dies while waiting or Qantas Service
From: The Currier Mail (www.news.com.au/couriermail)
QANTAS staff have been booed by frustrated passengers at Brisbane Airport after leaving their check-in counters to assist an elderly woman
who collapsed and died in the long queue. The 80-year-old woman is believed to have suffered a heart attack shortly after joining Qantas
Club check-in queue on Monday morning. Two doctors at the terminal provided medical assistance until paramedics arrived 15 minutes later
but they were unable to revive her. Julie Bignell, from the Australian Services Union, said that when staff heard of the woman's plight, two of
them went to her aid but were booed when they closed their counters. "There were only half the number of check-in points operating that
morning because six staff had called in sick. The terminal was packed with about 1000 people and no one could move. The public didn't know
what was going on," Ms Bignell said. She said it was not particularly unusual for check-in staff to be booed or even spat on when they finished
their shift and closed their counters during busy periods."The Qantas terminal at Brisbane Airport is chronically understaffed. We've been
trying for two years to have staffing levels improved, but they've actually decreased," she said. More than 90 staff had left Qantas from the
domestic and international terminals since September 2006, and there were "always people off on stress leave", Ms Bignell said. "It's
extremely stressful for staff when they have such big workloads, and now they've got people dying in the queues," she said.
Curtis Davies from Qantas said the airline was employing more than 20 additional staff "to provide even better levels of service". "We have
done a great deal to improve the check-in process, including introducing online check-in and QuickCheck kiosk," said Mr Davies. But Ms
Bignell predicted waiting times at Brisbane Airport would worsen in the upcoming school holiday period.
Qantas admits major Staff Shortages at their Customer Service
From: The Aussie Aviator (www.theaussieaviator.net)
QANTAS has finally admitted that its staffing at Brisbane Airport has fallen below acceptable levels and has promised to beef up numbers to
avoid chaos at its terminals this Christmas. The airline's executive general manager John Borghetti made a whirlwind visit to Brisbane on
Monday afternoon where he addressed an impromptu meeting of about 20 staff. According to some who attended, Mr Borghetti said Qantas
had got the Brisbane Airport infrastructure "completely wrong" and staffing was "insufficient". He promised 42 extra staff by Christmas and
said a further 42 would be recruited if required. Julie Bignell from the Australian Services Union said although it was pleasing Qantas had sent
its "third in charge" to talk to staff, his offer was a case of too little, too late. "We're 90 people down on what we were at this time last year,
and we'd at least like to see staffing restored to those levels," Ms Bignell said. "That's not even taking into account the growth in volume
through the terminal which is about 10 per cent a year," she said. Ms Bignell said the union had been lobbying for more staff for two years.
"Why wouldn't you just . . . make the full commitment, complete the process with a view to restoring levels to what they were last year?" she
asked. Qantas has previously blamed infrastructure issues for passenger congestion which, in turn, has resulted in ugly scenes at Brisbane
Airport. Last month two check-in staff were booed and verbally abused when they closed their counters to go to the aid of an elderly woman
who collapsed and died at the back of the Qantas Club queue. That same week four Brisbane staff were sent to Sydney Airport to cover staff
shortages there. The airline's regional general manager Andrew Hogg said Qantas would bring forward a major terminal redesign that would
see its check-in and security areas moved upstairs. It was also planning to install a heart-starting defibrillator at the terminal following the
woman's death. "This had been planned for some months," Mr Hogg said. Melbourne and Perth are the only other airports in Australia with
defibrillators.
Customer told to get "stuffed"
From: J. Horowitz (jethrohorowitz.com)
[I am] so completely tilted, took my $120 goose feathered pillow on the plane and left it there. Rang Qantas today for them to give it back and
they told me to get stuffed. Spoke to the rudest asshole in the world who laughed at the thought of looking for it for me. God I hate Qantas
so much right now. I bet you he is sleeping on it tonight. Sleeping and laughing, sleeping and laughing.
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