Facts Tell the Story on Airline Customer Service
Alan Joyce
Former Chief Executive Officer and Managing Director at Qantas Airways Limited
It’s fair to say airline customer service is always a hot topic of conversation in Australia.
From our point of view, that discussion’s healthy, and it helps us get better. We love hearing when we’ve done well. And if we’ve fallen short, we want to know about it so we can fix it and make sure it doesn’t happen again. Overall, we feel like we’re doing a pretty good job.
Some consumer lobby groups have made it clear that they take a different view. They say there’s a problem with the way Australia’s airlines treat customers. A crisis, even.
They’re welcome to that opinion, but I think the facts tell the story about the value airlines are offering Australians in 2016.
Take price. Air fares have dropped by around 40 per cent since 2003 – compare that to your household bills. And yet the product keeps getting better. We’re constantly improving our aircraft, the inflight entertainment, the food, our network of destinations. From next year, we’ll be offering free wi-fi.
Or look at reliability. In any given month, about 90 per cent of our flights are on time. In the US and the UK, the industry norm is as low as 70 per cent.
Don’t get me wrong. We’re far from perfect. And things do go wrong, both inside and outside our control. But if you knew the amount of work that happens behind the scenes to get people to their destination safely when there are delays or cancellations, the last thing you would say is that we don’t care.
A more specific criticism is that airline terms and conditions on things like refunds are unfair to customers, to the extent of breaching the law.
That’s a serious allegation - so it’s worth putting some facts back in the story.
As you’d expect, all of Qantas and Jetstar’s terms and conditions fully comply with Australian consumer law.
They also reflect the realities of running an airline.
Take our policy on refunds. We know that life can get in the way of the best-laid travel plans, so we do offer refunds in some circumstances. But common sense tells you that giving everyone the option to move between flights at will, for free, makes it hard to run an efficient airline.
Few people wake up and suddenly decide to fly somewhere. The average lead times for buying a ticket range from three weeks through to six months. So, the prospect of us reselling a seat even a month in advance is harder than you might think. That’s why it costs to change bookings that aren’t fully flexible and why airlines can’t offer a refund to anyone who wants one.
The rules that apply to every fare we sell are clearly shown when you book, and our full terms and conditions can be read at any time. They’re about serving our customers efficiently and giving them options about how much flexibility they need.
Now, we realise these rules may not suit everyone all of the time, but they suit most of the 50 million people who travel with us each year. And they help keep the cost of travel down, which benefits everyone.
So, yes, when it comes to service, there’s always room to improve. But when you add up price, quality and reliability, the reality is that Australian travellers today are getting a better deal than ever before - and with more to come.
*This is an edited version of a column that first appeared in the Daily Telegraph on 8 December 2016
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2 年We understand that Covid has created huge challenges for qantas. However updating your website on a regular basis to keep the flying public informed, updating the recorded message on your phone lines, offering a call back option ..are just a few small steps that may reduce the frustration of those forced to contact qantas and then waiting on line for 3 to 5 hours
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6 年Even though this is an old post I would like to comment. Mr Joyce defends the airlines rights to not give refunds etc when passengers change their travel plans as it can cost the airline money and I agree with that. I have logged a lot of miles over the years and know how complicated the industry is. But what about the consumer bearing the cost of the airline making changes. I am not talking about a weather delay or a mechanical one but a change you make to improve your schedule/capacity or staff. Why do we as consumers need to wear the cost of that. When you cancel a flight and ask me to fly 2 days later I nopw have 2 extra days of hotel and meals to absorb even if I can get the extra time off work. And if I fly a day earlier I lose the opportunity to explore a new city and also lose my pre paid hotel bill. This is especially frustrating when there are flights from the same city to my final destination available but one is on Jetstar and one on Qantas. Seems to me a small adjustment could prevent a very frustrated client.
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7 年Mr Joyce, you may be proud of your own achievements but did you ever try to get in contact with the Quantas Customer Relations Department in Australia via your web pages. In fact, it is a shame that the following e-mail address is no longer monitored by Quantas: [email protected]. Since you have blocked communication to the aforementioned e-mail address, can you please investigate and advise how to lodge a complaint against Quantas on your web pages? You cannot even trace an e-mail address for the Quantas Head Office in Australia on your web pages. This creates a lot of aggravation for existing and potential clients. In fact, I come to the conclusion that the Quantas management tries to avoid at all costs direct contact with their clients specifically related to customer care issues, general complaints and frustrations experienced by them. Furthermore, will you be happy if Quantas makes you wait more than 15 days for a proper quotation to change an existing flight itinerary or when you are getting overcharged for a flight due to incorrect information provided by Quantas employees? In your above report you make the following statement: "when you add up price, quality and reliability, the reality is that Australian travelers today are getting a better deal than ever before". Think again, this statement may be correct for Australians but you are ignoring the fact that you are an international carrier. I don't understand why you have excluded foreigners from enjoying the same benefits. When it comes to customer service and relations, I am convinced that Emirates can teach you a few lessons because they are great. I have experienced it. Should you wish to respond to my comment, my e-mail address is as follows: [email protected] Date: 29.03.2017
Director at Flight GSE Ltd
7 年Great Article Alan. The whingers who complain about airlines as good as Qantas and Jetstar should be made to take a year using ground/sea transport only for interstate or international travel; then see how much they appreciate your fine brands, plentiful connections, enviable safety record and the sheer convenience of aviation. And while you are talking the reduction in real costs of your air fares, perhaps these same whingers should compare airline profits with those of the airports, then demand a more level playing field. Kind regards Alan
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7 年Hello Mr Joyce, I have travelled by air often, lately between Tasmania & Pt Macquarie ... usually via Virgin. This trip is the first in a long time... the flight returned 25 minutes out...thunderstorms over Sydney Airport . Not a problem , we can't control the weather , BUT, gosh, not enough fuel in the tanks....?? Who has that responsibility ??? Come on , fuel tanks should be topped up automatically ...