Defiant Joyce is flying high but turbulence is rising

afr.com:

Naturally, the loquacious Alan Joyce has a ready answer for every complaint about Qantas. That’s fortunate given there are so, so many of them – even from the most loyal of customers previously. The Australian Competition and Consumer Commission, for example, has identified Qantas as the most complained about company in Australia for the second year running.

Joyce’s incredulity at the unfairness of all this is palpable – and on spectacular show at Qantas annual results.

Fares? Prices peaked in December, he says, and are coming back down as airline capacity increases to meet still surging demand. And look at Jetstar’s incredibly cheap deals as part of its “democratisation” of flying.

Cancellations? Qantas is better than its competitors and not responsible for problems caused by weather and air traffic control. It also has to fix inevitable technical issues or staff illnesses that mean a plane may not be able to fly. Presumably passengers can remember that whenever they see regular cancellation signs at Sydney and Melbourne airports.

Service? OK, the start-up post- COVID-19, as for every airline, wasn’t “as smooth as Qantas would have liked”, meaning it didn’t “always deliver to customers’ high expectations”. But it’s improving and well ahead of other airlines, Joyce insists. Call centres have doubled in size with average wait times much better than before COVID while wonderful new planes are coming soon(ish). Well, actually from 2027. Yet according to its departing CEO – and in startling news to passengers – Qantas is the best premium airline in the world.

Outstanding flight credits being repaid? Qantas has refunded over a $1 billion and $3 billion in total cash or redeemed flights since 2020 while Qantas is making it