The Basil Fawlty approach to customers
Post 126.. Traffic is... Are you serious? Supporting the airline approach when the customer (who has already shelled out hard cash up front) does not follow up the non-receipt of her email. How does she follow up, send it again and again every 5 mins, 10 mins, hour???, not knowing if and when a response should come? Sit on the phone for another 3 hours? To whom?
Airline and government approaches were/are changing daily. She pays her fares and hopes that Qantas will look after her, not find reasons to make her rebook again costing her further cash. This sort of approach was championed by no less than Basil Fawlty; perhaps Qantas should change its name to Fawlty Flyers in respect of Basil.
You (Traffic is) appear to know the exact details of how the system works right now, presumably because of your current role as a professional pilot (or a Qantas spin doctor). It is surely the company's responsibility to make the rebook and check in requirements of their PAYING passengers as simple as possible.