Ian Mollison is MD of Helloworld Travel Balwyn North in Vic, an industry veteran of 45-plus years. He’s penned this open letter to Qantas Executive Manager of Global Sales & Distribution, Igor Kwiatkowski, in response to the carrier’s reminder email about the pending 01 Jul commission cuts.
Thank you Igor.
WHAT used to be our mutual customers are now all yours – good luck.
For over two years we have provided a service to “our” customers which you have not been able to match in any way whatsoever.
All of the hours over the past two years that we have dedicated to problem solving on your behalf have been done with no remuneration at all.
Now that you are up and flying again you reward us with an 80% pay cut, what an insult!
I am relieved that I will not have to put up with the flight cancellations and the schedule changes that will now become your problem.
If you think that your systems and staffing are stretched now you don’t know what will hit you as our clients are directed to deal with you.
Take the latest example : Clients confirmed from Honolulu to Melbourne via Sydney on the 30th December. Qantas have changed the departure time from Honolulu by two hours so that it is too late for a connecting flight to Melbourne. End result is that they are stuck in Sydney for the night which happens to be New Year’s Eve? Our issue is what happens now – find and pay for a night in Sydney on New Year’s Eve.
I look forward to the day that every person affected by situations like this have to be dealt with by Qantas, not your long standing agents.
If we were booking these flights after 1st July, our remuneration would be $17.24 – and we would still be the ones sorting out your problems.
To employ a consultant with a cost of seat at $90k per year, (not that we would be able to find one) based on an average of 30% of ticket value being taxes the consultant would have to write $12m of tickets to cover their cost of seat.
I have been in the travel industry, actively selling Qantas, since 1976 and up until now have loved every day of my involvement in this wonderful industry but my very wise late father always said to me “son if you go to work and don’t make any money – stay home”.
My clients have always known that they can call me any time of the day or night and I will assist them.
What a shame you cannot offer the same service.
You have assisted my decision to leave the industry which is the only thing that I can thank you for.