Qantas CEO Addresses Customer Disappointment Amid Flight Cancellations
The CEO of Qantas Airways speaks out on the frustration felt by numerous customers who purchased tickets for flights that were previously canceled.
Qantas Airways' boss has recognized the frustration of many customers who purchased tickets for flights that had already been canceled.
In an exclusive interview with CNN's Richard Quest at an airline industry conference in Dubai on Monday, Qantas CEO Vanessa Hudson admitted, "Everyone is feeling the frustration. It's not just me; it's also the 25,000 people who work for us. We not only disappointed our customers, but also our own employees."
Last August, Qantas was sued by Australian regulators for selling tickets to over 8,000 flights that had been canceled, impacting over 86,000 customers.
Qantas recently settled the lawsuit by agreeing to pay 120 million Australian dollars ($79 million), with approximately 20 million Australian dollars ($13.3 million) allocated for the affected customers.
Qantas has been fined 100 million Australian dollars ($66.5 million), the largest fine ever for an Australian airline, as reported by Reuters.
After taking over as CEO of Qantas in September, Hudson mentioned in an interview with Quest that the airline's main priority is to mend its relationships with both passengers and employees.
She mentioned that she has spent a significant amount of time listening to the concerns of customers and staff. Qantas is making investments to enhance the in-flight experience, such as improving the quality of food served and the Wi-Fi service provided.
Hudson noted that Qantas has observed an increase in customer satisfaction, although she did not provide further details.
Editor's P/S:
The article highlights the significant challenges faced by Qantas Airways in recent times, particularly with regard to canceled flights and customer dissatisfaction. The admission of frustration from Qantas CEO Vanessa Hudson is a testament to the airline's acknowledgment of the impact these issues have had on its passengers and employees. The lawsuit and subsequent settlement, along with the hefty fine imposed, underscore the seriousness of the situation.
Hudson's focus on rebuilding relationships with customers and employees is a crucial step towards regaining trust and improving the airline's reputation. The investments in enhancing the in-flight experience and addressing customer concerns demonstrate Qantas's commitment to improving its services. While the article does not provide specific data on increased customer satisfaction, it is encouraging that the airline is taking proactive measures to address the feedback it has received. It remains to be seen whether these efforts will translate into long-term improvements in customer satisfaction and the overall perception of Qantas Airways.
