A word in your ear, Mr Joyce
This week’s Australian Frequent Flyer Gazette has sent a letter to Qantas CEO Alan Joyce listing some suggested improvements that the carrier can make to improve its standing with customers. The letter appears below.
The website www.australianfrequentflyer.com.au has a discussion thread on what its members feel about Qantas – good and bad.
In an open letter to Alan Joyce our members vent, voice and articulate all their constructive criticism and feedback regarding Qantas’ current levels of service.
Our members agree that there is a level of “disconnect†between those at the top of Qantas management and those at the coalface.
Our members have a number of common complaints surrounding Qantas. They complain about the attitudes of the frontline staff, the decline in onboard catering and the aging state of the aircraft.
They also recognise that Virgin Australia may soon threaten Qantas’ current monopoly if services do not improve.
Some suggested improvements are relatively basic and would not require huge financial outlay to achieve. Our members believe that Qantas have underestimated the value of a hearty, tasty meal in the middle of a long-haul flight.
The quality of the food is a bone of much contention and most members believe it has significantly deteriorated in recent times.
The provision of blankets and kids packs have also seen a steady decline and our members think the provision of such items would boost consumer loyalty.
The courtesy and attitude of the staff also needs some fine-tuning and reports of one too many grumpy flight attendants have also been rife.
Members believe morale boosting needs to come from management in order for the flight attendants and customer service staff to resume their once-sunny disposition.
Some members also believe that Virgin is hot on the heels of Qantas. One member believes that Qantas needs to match (or beat) the competition on price in order to generate increased brand loyalty.
Ian Jarrett
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