Alan Joyce has managed what many Qantas planes have failed to do. He has taken off early and still kept his baggage.
Qantas, same old story. The bloke at the top stuffs up and a woman takes over to sort things out.The opening and obvious question to Hudson is: As CFO, what role did she play in the decisions made? We all know that a CFO’s role is implicit in all key commercial decisions.Hudson needs to book herself on a QF flight in economy class to experience first hand how most customers have been shoddily treated by the predecessor in the pursuit of profits.
It is the accumulation of poor service, high prices and cancellations with no explanation.Top of the list for the new CEO? Recognise that customers can have legitimate complaints and address them promptly.A high priority must be to fix the woeful level of customer service. It is all very well to encourage people to transact online, but not all transactions are simple and when you need to talk to someone, you should be able to do so without spending hours on hold.
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