Alan Joyce apologises for Qantas delays, cancellations, lost bags
“When it comes to what you expect from Qantas, it‘s not good enough,” he admits.
By David Flynn, August 21 2022
Qantas CEO Alan Joyce admits the airline has let down its passengers, and has promised to bring the airline “back to its best” while also offering a bevy of make-good measures to the airline’s 14 million frequent flyers.
“Over the past few months, too many of you have had flights delayed, flights cancelled and bags misplaced,” a sombre Joyce says in a video being sent to all Qantas Frequent Flyer members on Monday August 22.
"There are good reasons why, but when it comes to what you expect from Qantas, it’s not good enough.”
“On behalf of the national carrier, I want to apologise,” Joyce continues.
“We know what matters most though is that your next journey is a smooth one, and that’s why we’re focused on getting Qantas back to its best.”
Joyce is the latest executive to front up and own up to the airline’s ongoing issues, which have included hours-long telephone hold times for call centres, delayed and cancelled flights, lost bags and a litany of other woes that have beset the airline since earlier this year, especially as international travel rebounded, only to be met by chaos.
These saw Qantas stumbling into 2022 when it should have been be soaring, to take full advantage of surge in post-pandemic travel.
The airline’s ‘apology package’ offers a fistful of benefits including a 12 month status extension for all frequent flyers at Silver or above, a $50 flight discount e-voucher, complimentary lounge passes, “up to 50% more” points-based award seats and, for top-tier Platinum and Platinum One members, “a gift of free Qantas Points.”
Execs line up to own up
In April, Joyce issued an apology for extensive and excessive call centre waiting times, which saw many people on hold for hours when trying to reach a Qantas staffer to deal with flight cancellations, make changes to a booking or chase overdue refunds.
Joyce’s remarks followed a similar mea culpa from Qantas Chief Customer Officer Stephanie Tully, who she acknowledged the wait times were “not acceptable”. The airline has since whittled down those wait times by employing hundreds of new staff.
In July, it was the turn of Qantas Domestic and International CEO Andrew David, who said in a statement the airline is “absolutely not delivering the service that our customers expect.”
This followed Qantas chalking up Australia’s worst domestic flight-cancellation record in May, with scrapping 7.6% of its services – or one in 13 – scraped.
“The truth is that the difficulties we are facing now are because of Covid and flu related sickness, as well as an extremely tight labor market,” David explained, adding that the winter months would mean “a few more bumps along the way.”
The national airline has become a national punching bag for passengers as widespread travel disruptions and airport ordeals test their affection for one of the country’s biggest brands, with Joyce landing in the firing line of social media vitriol that’s intensifying with every canceled route and lost suitcase.
Customers are lashing out and accused him of being overzealous in shedding more than 8,000 jobs, leaving Qantas so short of manpower that it can’t function properly.
The Flying Kangaroo becomes a punching bag
The backlash comes as the global aviation industry struggles to cope with a rebound in travel demand after laying off staff to get through the pandemic with bare-bones operations.
While chaotic scenes at airports in the US and Europe have become commonplace, emotions are running particularly high for Australians who feel let down by Qantas.
It’s an ugly reversal of fortune for a company that carefully navigated Covid-19 and emerged in better financial shape than almost any other airline in the world.
But while lauded just over a year ago for bringing Australia’s iconic airline through the pandemic stronger than ever, Joyce has been knocked from his pedestal by its aftermath.
The challenges of restarting travel are overwhelming Qantas and threatening to tarnish the legacy of one of aviation’s longest-serving and highest-profile leaders.
Joyce won the devotion of shareholders by resurrecting Qantas twice in less than a decade through a series of ruthless job and spending cuts, and is perhaps the nearest thing in Australia to a celebrity CEO.
None of that seems to matter to passengers who’ve endured hours-long check-in queues, especially during peak holiday periods, or slept rough at foreign airports after flight delays.
Additional reporting by Bloomberg
09 May 2020
Total posts 572
Reading between the lines, Considering the full financial report is due this Thursday, that will be something to watch.
Might be significant profit and this is preemptive “sorry” package to pacify business flyers (I doubt that a record loss will justify $50 evoucher)
Frankly I much prefer QF stop selling tickets to floghts schedules that cannot be fulfilled given the current workforce shortage and make sure they do the full service well (premium boarding, luggage not left behind and priority luggage handling, premium security/lounge access longer hours) rather than some token credits/points/status (as more business flyers are already on the way to maintain status anyway)
09 May 2020
Total posts 572
BTW having more staff at call centres is not the main solution, it’s getting more experienced staff who know what they are doing.
Plenty of feedback here in ET where frequent flyers know more than the call staff, and getting poor service/obviously wrong advice/help
Seriously most premium FF need better service for their business travel by getting dedicated staff. It’s crazy when P and P1 and Gold are getting the inexperienced staff to look free their needs
16 Dec 2016
Total posts 58
Clearly you don’t employ anyone (or read a newspaper!). The skills shortage means that you can’t just magically pull trained people out of thin air. Let’s just remember that the Morrison government has has left this country with a massive skills shortage and Alan Joyce can’t be expected to fix it.
09 May 2020
Total posts 572
While I agree that there is nationwide shortage of (cheaper) skilled labour that is largely people from overseas used to come in as short term contract/"study visa"/"tourist cum fruit picker" visa etc, and I doubt the previous Australian based customer service staff are paid much more than basic wages, I do suspect with the right attractive package QF can entice them back from whatever work they are doing.
At the end hiring them back is cheaper than trying to attract business travellers back into the QF fold after losing them due to poor call support from some low waged third world call centre who are making things up as they go. It is clear that the stripping of P and P1 call numbers service was a plan in action prior the pandemic (you can't just set up a call centre in Tasmania during the restrictions early in the pandemic) so I dare say the call centre debacle is always going to happen with or without the pandemic (although a convenient excuse). Ironically during the pandemic the movement restrictions make call centres and online presence even more important when the travel centres/shops are closed
09 May 2016
Total posts 20
It seems strange that neither Emirates or Qatar have the same problems has Qantas. Throw Singapore into the mixture.
I used to fly Qantas back and forth from the USA. I would not go near the with a ten foot pole today.
Qantas - Qantas Frequent Flyer
23 Apr 2019
Total posts 4
Not really, when you consider that neither Emirates nor Qatar had to deal with the UAE government shutting international borders and thereby cutting traffic to a couple of percent of what it was prior, until November 2021. Nor did they have to deal with state governments shutting state borders unpredictably (rightly or wrongly), disrupting domestic traffic.
11 Sep 2018
Total posts 18
You do realise this has all occurred post these dates, once Australia was reopened?
24 Sep 2017
Total posts 7
As I read this I am sitting on a QF plane, not departed yet, 7.05pm scheduled departure and its presently 8.51pm....
WHEN WILL IT END?
Qantas - Qantas Frequent Flyer
07 Jul 2014
Total posts 4
I was a very loyal Qantas customer but their behaviour over the last 12 months is a disgrace. The stories out there by disgruntled passengers are endless. Myself and family have suffered through their incompetence. Subsequently I have shifted to Singapore airlines who run a flawless operation , I have flown them 8 times this year and not one single problem. I can’t understand why qantas behaves so badly when other airlines have no problems. I am not alone in switching off qantas and I don’t think the $50 voucher will help them much.
29 Jan 2012
Total posts 182
Totally agree - for once a concise and totally accurate statement. Will Qantas listen and learn, I doubt it.
BA Gold
01 Apr 2012
Total posts 197
The biggest problem QF has right now is there is virtually no slack in aircraft scheduling to accommodate any kind of IRROPS. Especially on the long haul front, pre pandemic QF had enough aircraft and crew to not have to turn flights straight around especially on the inbound flights to OZ. Or, if one aircraft did develop a technical issue, quickly swap it out for a spare aircraft or for one on a later service. These options just aren't available atm with the sparse resources QF are playing with.
On the operational front they also lost so many experienced network planners, ops control managers and crew schedulers who took redundancy. Many still haven't been replaced with the roles being filled by 'seconded' staff who while doing their best really don't have a clue.
Todays QF1 to LHR being a prime example. Should have left Sydney this afternoon, not leaving until tomorrow morning now.
Jetstar Airways - Qantas Frequent Flyer
14 Jan 2017
Total posts 67
Joyce has annoyed his most frequent fliers the most frequently (ie every time they fly). They are the ones putting up with the total lack of service from call centres, to airport experience to on board. The most annoyed people already have lounge access. They don't want lounge invitations and will probably want to avoid the lounges given the millions of invitations that will have to be doled out. As for a $50 flight credit - if it is $50 for each bad flight experience then great. If it is $50 for half a year of delayed and cancelled flights, lost bags and airport chaos ... then Joyce needs his head read if he think anyone who flies frequently will think $50 is going to make up for the hell customers have been through. Even extending status as things stand is a hollow gesture. Right now for your status you get next to nothing. There is no such thing as priority boarding, no point have preferred seating when you flight is cancelled and you have to take you pick of the seats left on the flight you get rebooked on and priority baggage means waiting 1 hour instead of 1hr 10 min. Finally you get to call the priority line and get transferred to an overseas call centre where they treat you like it is the first time you have ever flown. When the same flights are consistently delayed every single day then there is a problem with the scheduling. Joyce should stop treating customers like mugs.
09 May 2020
Total posts 572
How about the QF pax paying $50 to QF for on time scheduled service?
oh, That's the premium we are paying now for our tickets in contrast the VA ZL competition
15 Mar 2018
Total posts 92
Agree. Multiple (read 5) $6K plus trips to NZ with delays, faulty aircraft, dirty aircraft and baggage delays. And today I got a $50 voucher! I might send it back on principle. Both my wife and I are P and flew the same flights, but I got the offer and she didn't. Go figure.
Our flight last week flights was delayed because a passenger did not have the right paperwork for the destination. I could have told them (and tried to) that NZ would not budge, but after 40 minutes, they got the same message from NZ immigration, off-loaded the baggage and then we waited for a slot and arrived at the destination with 6 other flights.
Another unnecessary 90 minutes to clear immigration and customs because Q tried to carry a passenger who hadn't done the right thing. Must of been really important person to hold the whole flight up. Yes, just one of the flight debacles. Also had not entertainment system, faulty seats, and was dirty.
All 5 return trips have had problems, so based on $50, divided by 10 flights means $5 per flight compensation. I have lifetime Lounge access, have requalified for P for another year so only got what I already have, so my compensation is $5 per flight. I guess it also covers the other three upcoming trips I have booked and paid for, so really is $3.12 per flight. Doubt that Qantas will look at this, but having spent $48K on flights this year, a $50 voucher is a real slap in the face.
What I'd really like is open lounges, clean aircraft that operate on time and planes that are fully functioning. I'm sick of excuses.
05 Jan 2018
Total posts 56
$50 voucher. yippee. i'm back QF. take my money.
BA Gold
01 Apr 2012
Total posts 197
jfk2004 I agree with you on the front of SQ being able to run a flawless operation.
However, it isn't just QF's incompetence that has led it to where it is. There are many factors at play that benefit airlines like SQ.
For example, anyone that has passed through Changi in the past couple of months will have noticed that there just doesn't seem to be this staffing issue that airlines in Australia, europe and the US seem to be having. Security lanes fully staffed, hordes of cleaners still board aircraft. You never hear of a flight being delayed because it is waiting for bags to be loaded or galleys to be catered. A lot of this, in turn, is down to the fact that in Singapore - no work, no money. No government assistance if you are on working age and can work. And contracts can be issued and withdrawn easily.
Then you have the home hub of SQ and QF. Primarily, the noise restriction issue which forces SYD to essentially close overnight whilst SIN continues to operate. An example of how this impacts is easy to see from todays QF1 departing SYD for LHR. It is delayed until 06:00 tomorrow. Yet, the (delayed) aircraft required to operate that service will arrive at 22:55 tonight. However, it is impossible to turn around an A380 in the short window of time before the night curfew starts. Hence, a further 6hr delay until the airport re-opens.
QF is also looking not SUCH a bad guy as anyone who reads the news knows this isn't a specific OZ/Qantas issue. It is worldwide and western countries that have relatively strong labour laws, and social security are obviously disproportionately affected.
Don't get me wrong, there's a lot QF could have done better. One area it should have drastically ramped up is IT so customers didn't HAVE to sit on those silly phone lines for hours (or in some cases days) and could simply re-arrange their own travel via online services or an app.
IMHO it is Australian legislation that needs to change to make airlines more accountable for delays and cancellations and not leave it up to the airline to decide whether compensation is deserved. EU261 has been in place in the EU for over a decade now. And even the US are enacting a similar law.
09 May 2020
Total posts 572
I think jfk2004 may have been pointing out the relatively less troublesome SQ flight services in Australian ports compared to QF international flights, so surely it's not just about lack of ground staff (they both use dnata nowadays)
Virgin Australia - Velocity Rewards
24 Jan 2018
Total posts 767
Better late than never, and clearly more than a mere 'token gesture'. Don't often have much that positive to say about Captain AJ, but this time it's a 'Cheers Alan' from me.
22 Aug 2022
Total posts 1
Hi
This is a bit of a cover up. How many people have had their flights cancelled or moved to a later flight, where the actual flight would be cheaper, but not received a refund for the difference. Qantas offer $50.00, or a couple of points. Would make more sense to offer refunds for the difference....I guess this is the cheaper option.
18 Mar 2016
Total posts 39
I recently cancelled 2 Business Class tickets, Perth/Vancouver/Perth.
Even booking/paying 11 months in advance, the best seats we could get were in row 7 almost at the Galley.
All the forward seats were “blocked off” ( not even sold” )and try as I may, we could not be moved.
Obviously held for more important clients, even though I am a Life Member of the Qantas Club
To add insult to injury, it was suggested we call 2 days before we were to fly and see what was available, 2 DAYS !!!!
I was not prepared to be treated that way, so cancelled the tickets, booked on SIA, got second row seats and we are off today.
Looks like we will escape Sydney, delays, chaos, pretty poor food etc
Hopefully Qantas will pull itself out of the mess it is in.
All things considered, we still need them.
Emirates Airlines - Skywards
13 Sep 2015
Total posts 8
We need them? For which routes?
Qantas - Qantas Frequent Flyer
23 Sep 2017
Total posts 162
Who took the longest? HM The Queen to appear at the Diana mourners’ display or AJ to apologise to QF customers?
16 Mar 2018
Total posts 1
Alan,
Direct my $50 towards increasing call centre staff and give us back endless hours on hold, or direct my $50 towards bringing back proper staffing in baggage etc. i would rather get back $350 lost in my voucher cancellation when a refund wasn't available. I am flying to GC this weekend, just looking forward to ANOTHER cancellation or milk run via Canberra.
09 May 2020
Total posts 572
From the loops QF is making their premium pax do to get that $50 (remember basic tier doesn't get them), I suspect they either don't expect all of the potential costs to be redeemed, and the fact the high fare charges been pushed (blame pandemic, war, fuel prices in Singapore, shortage, flood in Australia, fire and droughts in EU/China/USA, someone's pet dog, Donald Trump whatever) I don't think $50 per pax will make much of a dent to QF profit margin.
And you should read the T&C of the $50 promo, I don't think AJ is sorry enough because of the kind of restrictions that was imposed was quite ridiculous
15 Mar 2018
Total posts 92
Totally agree. The offer is BS. $50 flight promo codes must be used to make a single passenger itinerary return booking on a Qantas operated flight via qantas.com by 30 November 2022, for travel before 30 June 2023. So those of us who have flights booked up until January 2023 can either take pot luck and book in the next month for a single passenger itinerary (I always travel with a partner on my itinerary) that we may be able to squeeze in between existing bookings, or not bother wasting our time for $50. My thoughts are AJ and the Q team need it more than me. It doesn't show any level of contrition. I suspect the flag waving and free publicity is good, but the execution will be a flop as few will take it up.
25 Jun 2018
Total posts 49
AJ has ‘apologised’, but has he taken responsibility- NO.
He should relinquish a year’s salary (and bonus & share dividend), and allocate the millions of $$$ to staff training and recruitment. Execs & managers being paid more than $100K should have their pay cut back to that figure for 12 months and the funds available used for the same purpose. That is accepting responsibility for poor performance.
09 May 2020
Total posts 572
They are asking for volunteers in middle management to sort out ground level problems.
I would have thought anyone who answers that call should first be committed to a sanatorium.
People defending QF says oh the staff shortage is nationwide in all sectors.
In my armchair CEO opinion, there is NOTHING that MONEY cannot solve, and judging by the transport workers union’s comments there are enough people willing to come back at the right price. But that will mean the once in a lifetime opportunity to break that stranglehold of unions on the Qantas group (as AJ did in 2020) will be reversed and there was no way the board or AJ will want that.
I understand the strategy of breaking the union, but what my biggest gripe was selling tickets to services they have not much chance to fulfil, and wasting people’s time and holding on to their cash refund for too long. I much rather have 10% less flights in the schedule, particularly that golden intercapital triangle routes, in exchange for more certainty and better service.
23 Oct 2014
Total posts 238
Better options for travel with other carriers at a faction of the fares charged domestically, and no 8hr waits on the phone either.
22 Aug 2022
Total posts 2
Joyce, the illusionist strikes again, give a gift of $50 toward the next flight, do away with sales and increase fares at the same time and as the finale just gift status extensions to those who are yet back flying.
At least real frequent flyers can see through the smoke and mirrors being used to hoodwink non flyers and the top end of town.
How about a true reward for the regional frequent flyers who fly numerous times on aircraft and routes that don’t allow an earn rate of over 10 status credits per flight unless you are from government or the top end of town and pay the premium prices for the same service.
I know I don’t have the right to complain as I don’t fly for business, I will only have flown about 30 sectors this membership year for leisure and will have maintained gold with the help of the 250 SC rollover and some double status credits.
Marketing 101; inflated prices and give a discount, does not mean the goods will be delivered or be value for money.
At the end of the day people should realize nothing comes for free, there is always a catch that comes onerous terms and conditions.
01 Apr 2014
Total posts 113
And add to that their website appears to be overloaded at the moment. I have been trying to log in since 12pm today to search for some of those 'often talked about, but never found' extra frequent flyer points seats; but the login page keeps on timing out. Perhaps those mythical points are still hiding in the Bunyip swamp with the rest of the QF Exec team.
Maybe they should rename them Qantas SAM Points - (Smoke And Mirrors).
Most people have shown patience and loyalty over the last couple of years, but they are at a point where that goodwill has run out. I'm off to LAX next week, and the Call Centre staff can't even work out how to generate my e-ticket again after a number of schedule changes due to flight cancellations outside my control. I have paid First Class price, for a Discount Economy outcome.
Never again Qantas - this is my last flight with you.
Emirates Airlines - Skywards
13 Sep 2015
Total posts 8
Wow @ the media giving Qantas the cheapest advertising campaign in history.
This costs Qantas $50 credit for each person who decides to take Qantas up on the offer, however if they increase the fare by $50 then it's essentially free advertising in the wake of an apology. I trust they'll do just that!
This aside, this so called apology / promotion is a very convenient distraction from the Qantas engineer strikes and the proposed high level management bonuses. A clever ploy by Joyce.
Qantas - Qantas Frequent Flyer
27 Jun 2013
Total posts 22
Yes, I've had the same issue trying to log in today - constantly getting error messages. Requests I enter code from the Authenticator App but doesn't recognise it & times out! Tried requesting a different method i.e. SMS, but then it requests code from the Authenticator App again! Can't even get into my QF money app either! WOW, they are outdoing themselves - it just seems to go from bad to worse and no end in sight... After 25 years of loyalty, it's time to shift methinks.
Qantas - Qantas Frequent Flyer
10 Apr 2012
Total posts 318
A $50 Voucher... is it used on the same voucher site where all prices are more expensive than the fares available if booking directly?! What ever happened to the inquest into QF upping prices when using refund vouchers... seems to have been kept quiet and forgotten...
05 Aug 2017
Total posts 17
I think most of the feedback is too harsh. Have a look at the US what total chaos there is or check out Amsterdam airport where queues for security are for 3 km outside the airport. Yes there has been lots of delays and cancellations but a) the demand ramp was extreme from 0-100 and b) I don’t see a LH, SAS or UA CEO apologise and r tend status for an extra year.
09 May 2020
Total posts 572
Maybe we all should revisit our criticism when the full financial reporting is out this Thursday. We will all know how genuine this sorry business is, buy my bet is to soften the backlash when pax are getting worse than LCC services (in terms of flight delays and cancellations.... And I am talking about compared to their very own JQ services) while paying a high premium for it.
Large chunk of business flyers have so far done enough flying to get their status extension without needing the latest token gestures which is therefore no compensation for the flight changes/delays/cancellations they have to put up with to get the status credits in the first place
24 Sep 2017
Total posts 7
One key difference between QF and LF/SAS/LH - or indeed any other airline you may care to mention- is that QF by its CEO blamed its own passengers for the delays, calling them 'not match fit'. He also said the delays were caused because these 'not match fit' passengers had forgotten to take laptops aerosol cans out of their bags.
Which QF Platinum or Platinum One customer isnt 'match fit' for getting onto a QF plane? Who are these very regular passengers who dont know to take their laptops out of their bags, which has apparently then caused the national airline to be unable to function properly?
United Airlines - Mileage Plus
12 Sep 2011
Total posts 333
This started WAY before COVID - Joyce pulled staffed (abeit Dnata not Qantas staff, wearing Qantas Uniforms) Business checkin counters @ T3 Sydney ) Staff were winging to me back in 2019 Treat your staff badly and they treat the paying passengers, the sole reason Qantas exists, poorly. Then the airline management further "enhance" the low cost carrier experience of Qantas, even in Business. No brainer - fly another airline. Don't winge about Qantas then keep flying them. I'm amazed by the fan club Qantas has here and on other websites who won't accept an OUNCE of criticism of Qantas' failings despite the tonnes of delayed/lost/derailed checked baggage and oodles of cancelled , delayed, further cancelled flights. These same fans bag USA airlines who provide a better, cheaper premium experience than Qantas in their country
Qantas - Qantas Frequent Flyer
14 Oct 2012
Total posts 46
As a 7 year platinum member it’s the continual small things that have been taken away that frustrates me but with significantly higher costs. I get inflation but this is ridiculous.
For example: the drinks / snacks on overseas flights on boarding and after take-off (gone), local call centre staff who would proactively help you (now mostly offshore), baggage that came out quickly (now waiting for ages with no priority), meal quality that is just poor. This doesn’t even touch the issues with delays, cancellations and price gouging on overseas flight date changes.
I’ve tried asking for new Q bag tags as my current ones are falling apart - no response after many calls.
With an anniversary date at end of October (and already qualified until Oct 2023) this is not worth a cent.
Just fix your service which is why for any overseas travel I’m going emirates now.
Jetstar Airways - Qantas Frequent Flyer
14 Jan 2017
Total posts 67
Just spend 1 hour including 40 min on hold and 20 min with customer service person trying to get 3 seats allocated on a domestic flight where I had already checked the seat map and told her which empty seats I wanted. For some reason I couldn't do it online. The overseas call centre staff have absolutely no idea what they are doing but at least this time they didn't suggest I wait until check in opens.
11 Mar 2012
Total posts 315
A $50 voucher just as prices increased by that much or more. How about keep all the vouchers are direct the fund to increasing local call centre staff and baggage handlers?
15 Mar 2018
Total posts 92
What is really sad is that we booked a year's flights with Qantas at exorbitant prices, but wanted to support the Australian airline. Then every time we have had to make a change to fully flexible airfares, there has been a significant change fee! It stinks and despite being almost Lifetime P, I'm now booking flights with other airlines. I was only prepared to pay the premiums Qantas was asking when I was getting good service and good quality, but now, we're getting neither. As a 1K with Star Alliance, the fares are better and the Services runs e experiencing from Qantas. A shame to see this happening, but clearly a win for Air NZ and other Star Alliance carriers.
Singapore Airlines - The PPS Club
30 Nov 2015
Total posts 9
Led by poor executive management unable to fall on their swords, the national carrier is now a disgrace. SQ and *A will see my business in future.
30 Jul 2019
Total posts 19
I just had my son visit me in Singapore he came up on SQ 238 last week and returned on SQ 227 on Thursday.
Both flights were on time and the check in was quick and the lounge simply fantastic.
Both flights the service and the meals were excellent in flight entertainment was great he said it was a great experience.
SQ are back in a big way no waiting on the phone positive responses what an airline i never fly Qantas i am ashamed of being an Australian when people talk about Qantas.
Lastly the hotel i am in Fairmont Hotel Singapore had in August many delayed QF flights and had to over night the passengers and crew they are a mess.
23 Jul 2017
Total posts 99
Fares are rapidly going through the roof. The value (and I use that word somewhat cynically) of the $50 voucher has plummeted. One has to ask "why did Joycey bother?" It gained him no friends, and sadly, Qantas seems to have hit its nadir. So much for the centenary 'celebrations' of 2020.
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