What happened to customer trust in Qantas? I’m flying to Hong Kong in this video, and I’m discussing why consumer trust in …
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What happened to customer trust in Qantas? I’m flying to Hong Kong in this video, and I’m discussing why consumer trust in …
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50 comments
As a kid I used to fly Qantas with my mum around and it was always a great experience, but I never knew that it would fall flat. I booked a flight to Bali and was so shocked to find iPads as entertainment… very strange choice to change it when the seats and other aspects were outdated and seemed to be needed a touchup more. When a brand cares mores about profit margins rather than the consumer it's very telling how far they're willing to 'sacrifice' service. Sadly, I'm changing to AirNZ and Singapore Airlines just because they really are way better now.
I recall the AGM, probably in Melbourne a couple of years ago, where one dissatisfied shareholder complained about Qantas and the chairman switched off the shareholder microphone to shut him up. This was the last straw for me. The board appeared totally disconnected from the customer and those shareholders who wanted to improve things. Customers don't forget that. I am very untrusting of their integrity in business and use other options now, and there are many.
Sorry, but that postcard is of VH-EBA, the first 747-238B. VH-OJA was never in that livery and the only preserved 747-238B is VH-EBQ, at the QFOM in Longreach.
I’m amazed you made this mistake.
VH-OJA is a 747-438 and wasn’t introduced until 1989, 5 years after the ochre cheat line livery was replaced.
When BRAND becomes Uber Alles!
Just for the record and I’ve commented on another creative video about this so in Australia as a domestic passenger I have used Qantas once in this Virgin and the reason why because I have a autism ADHD invisible and I found that I got a lot more help from the virgin staff because they recognise the lanyard instantly Now that’s just personal preference. I would love to know the difference between international and domestic as a child I found Qantas were great.
But again, this is all personal preference and it could’ve just been what was on my flight
I really enjoyed your video; you explained it very well.
I fly to Buenos Aires twice a year.
Qantas to Santiago, and from Santiago, Latam or KLM to Buenos Aires.
The only reason I fly with Qantas is because (along with Latam) it's the shortest option; otherwise, I'd have to fly around the world to get there.
I always travel in Economy Class, and we all know you can't expect much traveling in that class, especially on an airline like Qantas, which seems to deteriorate more and more each year.
Even so, the in-flight service leaves much to be desired.
The cabin crew doesn't make much of an effort to make our trip enjoyable.
They treat you like they're doing you a favor.
Besides (and no less important) we almost always take off from Sydney an hour or two late, with no believable explanation given.
My question is: how is it possible that a guy (I meant to write gay) like Alan Joyce, who destroyed what little reputation Qantas had left, is still free and has never been brought to justice for the damage he caused the company?
Does anyone know what became of this poor gay? (I meant to write poor guy)
The the Ghost Flights CFO is now the CEO and we're invited to believe they have changed and seen the light?
The leadership was awful, they started to fix their planes in China, ugh!!!!! Everything about them has become abhorrent.
because of all the cheating the customers….
'Full service' airline 😂
Australian government should have taken a share of the company through that covid funding.
They lost my faith when they argued against ACCC that a customer understands a flight booking is a "bundle of rights," not a guarantee of a specific flight… Very wrong. We the customer, always believed we had an in faith guarantee that they would do their utmost to ensure the flight we booked was the flight we took.
You are so right about the staff, my friends got delayed hours on their Perth flight last week… Due to a staff members actions they came away praising her rather than complaining about the delay (that included deplaning).
I am one of the thousands of erstwhile 30 plus years loyal Qantas customers (Platinum frequent flyer) denied a cash refund for about $5,000 worth of bookings cancelled because of covid. I was offered vouchers with ridiculous restrictions on their terms of use. Have never flown Qantas since then and never will.
I will never fly Qantas ever again, damage done from a hugely disrespectful of the Australian public company. It was an utter disgrace how Qantas management treated their passengers who build their company. I do feel sorry for the Qantas workers who had to endure the public sentiment towards the Qantas brand. I too believe that the Qantas cabin staff do a fabulous job as ambassadors for the airline, but for me personally as a former Qantas devotee, the damage is irrevocable.
I flew on Qantas business from JFK to SYD 10 days ago. The crew did themselves proud.. my experience (mind you in a 17 hour flight) in Qantas business was better than Emirates First (on the way to JFK). Food on Qantas was lovely, seat and bed was super comfortable, service was impeccable, I managed 9 hours sleep, I could not have been happier. Things are changing for the better.. I was a vocal critic of Qantas.. not anymore!
Bullshite, No service on Qantas is best in class.I have flown Qantas long haul and dont any more. Much better service on other Airlines.
Sucky sucky
Once you lost the peoples trust, you're screwed!
Greed is not good. :/
Perhaps if the staff and passengers weren’t treated as an inconvenience? The staff need to be held to a better standard. Cranky, sulky obnoxious cabin crew, management that indulge in, let’s face it, illegal activities all need to be weeded out. There are great people at Qantas and they need to be preserved. Clean sheet the airline from top (especially) to bottom. The executive management and the board need to be sacked, en masse and publicly. Look at the competition, EK, SIA, CX etc and you find QF is at the bottom of the barrel. All too happy to exploit the “spirit of Australia “ nonsense while ripping us off and treating us like dirt. Travelled to Hong Kong with CX in premium and it was a better experience than what I’ve had in QF business.
Had too many flights that were cancelled or delayed significantly. I could no longer trust Qantas to get me from Perth to Sydney on the day I wished to arrive. Clearly over scheduling flights then cancelling flights that weren’t full enough and reshuffling passengers onto other flights. No shits given about their customers
They need to work om Perth's Lounges. No hot food… All they had was salad and cold meats. Even Brisbane's lounge was crap. Compared to Singapore which is nice.
to be fair, I'm sure it would be less trusted if the supermarkets weren't fucking around so badly on both sides of the tasman
I love Qantas, even though they have bad services sometimes as it represents Australia. But they should really release more award seats; they don’t lose money from the award seats, but they lose the brand loyalty if they cannot make the frequent flyers’ points useful.
No one is discussing the devaluation of Qantas points!
It’s a scandal
Great video.
Sadly a rubbish airline. No real competition, flights full so no incentive to change or do better!
dogs
Qantas is a great brand. It is a shame to see this trust level drop, I do believe they will and have already started to course correct. I've had nothing but great service.
I flew Qantas no choice at the time it was disgusting the whole aircraft held together with gaffer tape thats why no confidence.
Qantas as a service is overrated and overpriced, why on earth would I pay $2,500 to go too Melbourne to London, when I can do it with Royal Brunei for $1,300.
Jacking up the points redemption shows just how much they really care about their customer base. Even once Joyce left management are still scum.
Sadly I never got the experience landing at Hong Kong's old Kai Tak Airport in a Qantas 747. If anyone out there experienced that then you had one of the epic experiences of passenger aviation.
Joyce destroyed Qantas like Willy Walsh destroyed British Airways. BA sadly is long gone it's going to need billions more than their 7 billion to refresh and overhaul the brand back to it's former glory. Qantas at least still does have a chance
I have been a QF Frequent Flyer since 1997, and am currently at Platinum status. QF in the early 2000s were the cream of the crop to fly internationally; especially business class, but even in cattle class you got decent service AND a decent meal with metal cutlery. It was a pleasure to fly QF at that time. Not now.
QF at the moment do not smell nice; International Economy service at the moment is akin to getting a takeaway meal from the local Red Rooster. Lets not talk at all about the cost of QF International fares – in any category; they are well above what the airline service is providing.
I live in Canberra and (as reported in the Canberra Times this week with Katy Gallagher's complaints about the cost and dodgy reliability of QF flights out of Canberra) I now fly the day before out of Canberra if I am connecting to an international flight as my experience since Feb 2024 has shown me I cannot rely on QF. I never needed to do this before Covid.
18+ domestic flights to/from Canberra since Feb 2024; only four left on time, the rest were delayed by an average of at least 2 hours. I spent 7 hours in the QF Business Lounge in March this year, attempting to fly to MLB the day before an international departure; I eventually got to MLB at 9:00pm after several cancellations. QF are not in any way reliable for flights in/out of Canberra.
There is an acronym in the frequent flyer community with regard to QF – ABQ: Anyone but Qantas. QF has a long way to go to clean up their act to get where they were before Covid.
qantas suck
I too have grown up loving Qantas, but in complete honesty they have fallen off the benchmark very badly. I fly on Emirates on a Qantas ticket regularly, and I have to say that Emirates look after me better and a Qantas Gold Frequent Flyer than Qantas does, and there service in general is notably better. The challenge of course for airlines is that since the GFC their business has changed and it is harder to turn a profit than ever, and so this causes a drop in the ability to take care of small details that make the difference in customer service.
I must say that if they spent less energy on pursuing a woke agenda and worrying about what a football player says they might have more energy to run a great airline.
QANTAS inflight service , what an oxymoron!!!!!
Fly QANTAS, NO WAY!!!!
Qantas privatised- turns to shit. Telstra privatised- turns to shit, electricity privatised- turns to shit, gas privatised- turns to shit, water privatised- turns to shit; obviously mere coincidence.
STEF. The reason why I don't fly with them is that prior to TULLAMARINE becoming operational, QANTAS had ZERO flight t9o MELBOURNE. An perspective passenger had to go CAP IN HAND to SYDENEY before they'd let them place there order!!!
Good Vid fair, balanced, and obviously with a bit of sincerity. my take is with what remains at all levels of the QANTAS culture and spirit may grow back to what it was . Absolute pride and outstanding work ethic .Years of outsourcing and being dicked about by both Joyce and his predecessor culled the core heart of what was QANTAS . I hope they do well but in reality it is up to us and the government
My wife is a former Qantas employee. The place nearly destroyed her and many when Joyce took over. She's never been the same. Never will we fly on Qantas/Jetstar. Same airline.
Because of the CEO, Alan Joyce 'the Irish dwarf', who ripped everyone off. I know people who won't fly quantas specifically because of him; always vehemently stated. I regularly fly to the UK and now only fly with Qantas. I've tried other airlines and they are all much the same. I go with the shortest and easiest journey.
I flew Qantas to Paris many years ago and enjoyed the A380 which has wonderful cabin crew in my section. Since then I have been able to fly with many airlines AA, SQ, Garuda, Emirates and a few more Qantas flights.
My eyes really opened up when I flew SQ on a long international flight, the food, cabin crew and everything was just top notch and is easily 1st in my books.
Qantas flights though, some just seem to walk around with weird snobbish vibe, and one lady cabin crew member would always bump in to my elbow which felt literally on purpose as other crew members did not do that, I must admit there was one amazing cabin crew guy on a recent international flight and he went above and beyond for my partner along with a few other people seated around us.
The food on qantas flights has been a very poor compared to other airlines, but I did get a chicken pesto dish that was amazing but never seen it again on the menu again
Always been more expensive than other international carriers for not much benefit. Very greedy airline
I think you need to try another airline or two, your view seems quite narrow. It has been a long time since Qantas was a good airline, the decisions made by the executive during the COVID years were illegal, the executive attacked its own workers and gave the middle finger to its customers and the Australian public broadly – that is why they are untrusted.
Quantas/ Cathay to Hong Kong .No Brainer Cathay every day
Remember that video you posted years back, and you flew Jetstar Business Class, and you compared it to Qantas Premium Economy. Well Qantas Business Class is double the price due to it actually being a proper seating arrangement. Qantas Premium Economy’s Seating is basically just Jetstar’s Business Class seating. And Jetstar is a low-budget airline, and they do not have a premium economy, so it all makes sense that Jetstar’s Business Class is mostly just a premium economy so they are basically just comparing a good on Jetstar to an Okay on Qantas.
Who knows maybe some day Jetstar will do a first class and it would look like Qantas Business Class.
Alan Joice was the downfall off Qantas, shame it took so long to get rid of him
You’d think they could use a A380 or the Dreamliner. The A330 is really tired. For the price they charging they need a more premium product to compete with Cathay Pacific if you’re charging similar prices. I think Cathay does 3-4 flights a day. They using retrofitted 777 and A350 against a tired old Qantas A330. Wonder who people are choosing. Normally people will use Qantas when they got no other choice
Those of us who were cabin crew for many years ……it’s not the same anymore. In our days it was the best of the best and best of fun inflight …at least there emergency procedures are still spot on. Just less crew together with less food smaller trays all bout some bright spark who suggested all changes to lesser fuel costs 🙄🙄🙄🙄🙄🙄
TAA Australian airlines then QF international……stories that will never be told
So this guy thinks Qantas can change for the better. He sounds so optimistic. Yeah right. Vanessa Hudson was right there with that greedy little Irishman.