Over the weekend, Qantas Domestic and International CEO, Andrew David published an OP ED in defense of the airline, responding to sharp criticism of its services from customers across mainstream and social media. This OP ED has been published below.
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“Much has been said about Qantas in the last few months. Some of it’s fair, as we’re absolutely not delivering the service that our customers expect, but some of it fails to take into consideration what’s happening across the industry here and around the world.
So I want to explain how we got here and what we’re doing to fix it.
The pandemic was very tough on aviation. Economically, most airlines were on their knees. Early in the pandemic we were 11 weeks from bankruptcy and have since posted $6 billion in losses and over $24 billion in lost revenue.
But because Qantas came into the pandemic in a strong position, and as a result of making some very difficult decisions, we’ve been able to weather the storm.There are number of factors that have led to the problems we are seeing right now.
Restarting an airline after a two-year grounding is complex and aviation labour markets, as with many others, are extremely tight. Compounding that is the fact that COVID cases are steeply on the rise again at the same time as the winter flu season.
Some have pointed to Qantas’ decision to outsource ground handling as a key reason the restart has been hard. This is not true. We had completed the ground handling changes before Easter 2021 when domestic travel was back to almost 100 per cent, and we didn’t have the issues we had at Easter this year.
Others are using scaremongering tactics by making safety claims that are baseless and simply false. Every supplier we work with must adhere to our strict safety management system – a system that sees us consistently rated with the safest airlines in the world.
Sadly, this is not the first time false claims have been made by a union to further an industrial agenda.
The truth is that the difficulties we are facing now are because of COVID and flu related sickness, as well as an extremely tight labour market. It’s a difficult truth that airlines, airports, air traffic control agencies and almost every business in Australia and around the world is experiencing.
We are working hard to proactively manage this challenge.
We’ve recruited more than 1000 people, rostering more people on stand-by, consolidating flights onto bigger aircraft, basing more customer support team members at our airports and have doubled the number of people working in our call centres, with average wait times now better than they were pre-COVID.
As challenging as the recent travel peaks in Australia have been, airlines and airports in Europe, the US and the UK are dealing with far worse impacts. In an unprecedented move, Heathrow Airport has capped the number of passengers travelling through the airport and asked airlines to stop selling seats over the European summer.
Given COVID and flu will be ongoing, there will be a few more bumps along the way, but over the weeks and months ahead flying will get back to being as smooth as it used to be.
And there is a lot to be excited about.
Our new seasonal flights to Rome have proved so popular they will be back next year, in the next few months we will return to Tokyo and Santiago and soon we’ll start flying to Incheon and Bangalore. In the coming years we have new aircraft entering our fleet and we will launch Project Sunrise – the first ever direct flights between Australia’s east coast and London and New York.
Thank for your understanding and patience. And thank you for the kind words of support you have been providing our teams working at airports and on flights. They are doing an amazing job in challenging circumstances.”
