Not Happy Geoff!
The most recent Mole Poll is asking “Should Qantas Engineers receive the 5% pay increase they are demanding?â€
For two days, the votes have been steadily coming in and currently 57% of voters are saying ‘NO!†43% say yes.
Based on votes from this current poll and the one immediately previous, the message is “YES, Qantas engineers should receive a pay increase, but not 5%â€.
It is now reaching a point where both sides may start suffering longer term damage, whether the engineers receive their 5% or not. Support for the engineers could be dissipating according to the latest Mole poll. With flights delayed and flights being grounded the continuing story, Qantas will be the ultimate loser, whatever side prevails.
Qantas has its unique market differentiation, its safety record. The perception of Qantas customers that is most likely growing, is that this record may be moving from a laurel proudly worn to more Laurel & Hardy (Apologies to the younger set who are saying “Laurel & Who?!!).
Regardless of the actual level of safety achieved during the engineer’s industrial action, perceptions (particularly in Aviation) of an airline can significantly impact customer decisions. Increasing delays and uncertainties mean customers will rethink whatever loyalty has so far kept them with the national carrier. People want to be confident that most of the time their Qantas flights leave on schedule, not the reverse – plus a nagging thought that maybe something hasn’t been bolted on where it should!
One voter comment was “Customer Service only got 3%. Are we not the same company?â€
Qantas CEO Geoff Dixon is facing some tough decisions that will affect both external customers and his own staff. If you were part of Qantas Customer Service, having already accepted the 3% and you are now facing growing customer dissatisfaction (& possibly assault!) caused by colleagues who want 5%, how would you be feeling today?
Perhaps one option for Mr Dixon is to introduce an ‘Engineer cross-training programme’, bringing engineers for a tour of duty on the frontline – now that WOULD be interesting!!
by The Mole
John Alwyn-Jones
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