Qantas hopes to easy anger over delayed flights

Qantas is reporting that after a period characterized by higher than normal rates of flight delays and cancellations, its on-time performance is improving. According to front-line staff performances, the improvement can’t come quickly enough.

The airline’s performance slumped in June and July as delays became more frequent and the number of cancelled flights rose dramatically. Along with the disruptions in service came passenger frustration and anger that was often directed at front-line staff.

Qantas blamed the flight cancellations and delays on the engineers who staged an industrial action, although union leaders are quick to point out that the dispute was over by mid-July. The unions have noted that the problems since that time are related to other factors, including technical issues with the airline’s new computer system.

The carrier’s incoming chief executive, Alan Joyce, confirmed in comments he made last week that a number of business travellers were deferring their travel due to the problems with reliability, but also said that the business market sector was returning with the airline’s improvement of its on-time performance.

Any reduction in delays and cancellations is seen as a step in the right direction by the carrier’s customer service and cabin staff who have been the recipients of the customers’ angry complaints1 regarding the airline’s poor on-time performance.

Earlier this year, angry passengers stormed the Qantas Club, giving an indication of just how infuriating the schedule disruptions had become.

www.qantas.com.au