Qantas: It’s hard to fix problems you don’t recognise

In an interview in today’s Australian, Qantas CEO Alan Joyce has the gall to suggest that Qantas handled the volcanic ash-induced delays on flights out of Europe back in April this year well:

How the company managed its way through (the volcano crisis) was a real credit to it, and the feedback from passengers, and the positive impact it had on our reputation, was actually quite good.

I was on the first flight Qantas actually ran out of London after the volcano incident, and, as I’ve already documented for Lifehacker, it was a total shambles. What made it so annoying, and makes Joyce’s comment so galling, is that much of what went wrong wasn’t to do with the climate — which Qantas can’t control — but with its ability to communicate with passengers — which it absolutely can. If the litany of miscommunication, outright lies and pointless inconvenience Qantas delivered on that occasion is supposed to be a “real credit” to it, I shudder to think what a bad experience might be like.

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