Since April, Qantas has been rehiring staff lost throughout the global COVID-19 pandemic but has been struggling with operational challenges lately, prompting a recent formal apology and thank-you sent out to customers.
The airline is rolling out a range of initiatives to improve mishandled bags and on-time performance as it also deals with high levels of sick leave as well as an industry-wide labour shortage.
Qantas has hired 1 500 new people since April, with more to come, adjusted flight schedules, and invested AUD15m (R176m) in new technology at key airports to help smooth the travel experience.
The airline let go about a third of its staff over the course of the pandemic-driven pressure on operations, amounting to the loss of about 8 500 employees.
Speaking directly to frequent flyers via an email and video message sent on Monday (August 22), Qantas Group CEO Alan Joyce acknowledged that while it was great to see people back on board after so long on the ground, the return to flying hadn’t all gone smoothly.
“Over the past few months, too many of you have had flights delayed, flights cancelled and bags misplaced. 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 and assure you that we’re working hard to get back to our best,” Joyce said.
“We’re investing in a range of initiatives, including status extensions for Frequent Flyers Silver and above, thousands of Qantas Points and lounge passes. All our Frequent Flyers in Australia and New Zealand will be offered AUD50 (R600) towards a return Qantas flight, which equates to many millions in discounts,” he added.
Qantas will also extend its commitment of up to 50% more Classic Reward seat availability until June 30, 2023. Reward seats are booked using Qantas Points.
Unions upset
Qantas’s apology and thank-you issued to customers has been labelled as “Alan Joyce at his absolute worst” by Union National Secretary Michael Kaine.
“What’s needed is Alan Joyce to resign and for the federal government to put in place a safe and secure skies commission and an independent body that can make decisions in aviation in the public’s interest,” Kaine told ABC radio.
“You can’t buy off forgiveness. What you’ve got is a company that has been smashing workers for years now, most recently when it outsourced nearly 2 000 workers during the pandemic,” he added.
Execs to be baggage-handlers
As part of the airline’s ongoing struggles with labour shortages, Qantas has reportedly asked senior executives to work as baggage handlers for three months as the airline faces severe labour shortages, according to the BBC.
The airline is looking for at least 100 volunteers to work at Sydney and Melbourne airports.
The executive received an email from Qantas COO, Colin Hughes, saying: “The high levels of winter flu and a COVID spike across the community, coupled with the ongoing tight labour market, make resourcing a challenge across our industry.”
The managers and executives were asked to work in the baggage-handling roles for three or five days a week, in shifts of either four or six hours a day. The baggage-handlers need to be able to move suitcases each weighing up to 32kg.
