Qantas CEO Vanessa Hudson In Denial
If Hudson had really considered what she said, she couldn't have said it seriously.
She might say, "We're giving back $800 million in cash to our customers who can't use their flight credits. We take care of our customers."
She's actually keeping their money even though no service was done. She thinks this is a way of taking care of the customer.
Qantas has been charging its customers very high prices. This has caused customers to lose trust in the company. Qantas is no longer considered a trustworthy brand. Roy Morgan says that Qantas has dropped from 9th to 40th place in trusted brands in Australia.
Hudson and Joyce don't believe the truth. It happened in the past, because of COVID-19. Flights got cancelled and bags were lost. But it's all over now. The board of directors Goyder has thinks differently. They think it's still a problem.
Hudson said they invested $200 million this year to bring the customer experience back. It's now at the pre-COVID level.
It's crazy to say everything is back to normal at Qantas. The company has made big savings by not investing in the customer experience. People who pay extra for premium seats still aren't getting their money's worth at meal times. No one can say things are the same as they were in 2019.
Large investors like Joyce and Hudson because of their consistent approach, but customer satisfaction isn't their top priority. Instead, they focus on maximizing profits by pushing customers to their limits and making them think they had a great experience.
In 2008, Joyce became the CEO of Qantas. People thought he would change it to be like Jetstar because he was the CEO of Jetstar before. He proved them wrong for a long time. But eventually, he did change Qantas to be more like Jetstar. This is ironic because it's what people initially predicted.
Joyce was good with money early on. He found ways to save that also helped customers. The check-in and bag drop machines at airports are an example. They make things faster and easier for travelers.
Before 2020, Qantas didn't invest enough in their website or app. This means that customers have to wait on the phone for a long time. Qantas has many call center workers for things that customers should be able to do quickly on the internet. Qantas directors don't understand this because they always get their calls answered.
Joyce stayed longer than he wanted to because of COVID. He wanted to retire a few years ago. He planned to retire during Qantas' 100th year in 2020. He stayed longer to help the company during the crisis.
Did you know about the man who sacrificed himself for others? He stayed on for three years at Qantas, basically doing community service. Maybe he should get another AC for it. It could help make up for the $30 million he got paid.
In 2019, Qantas board added three more years to Joyce's tenure. This was done before COVID hit. The claim that he planned to retire in 2020 cannot be verified and is opposite to what the company announced the year before. It's a bold retelling of history.
Alan Joyce's legend is over and this try-on is a clear sign. He did his worst face-plant yet.
