Service delivery failure in any industry is the responsibility of management.
To deliver excellent service you need to spend money Eg Emirates.
Service delivery failure at QF is so bad thet they have provided all onboard managers with a service recovery kit.This is a bandaid for the symptons not the causes of a system that is failing due to a lack of investment.
It is now a prerequisite to be able to apologize in 15 different languages to be an effective QF crew member.
Morale is non existant and crew are dismayed at not be able to do their jobs due to lack of resources.There is only one other airline that has less crew on a 3 class 400 and that is Air New Zealand.Air New Zealand collapsed and was bailed out by the New Zealand government.Lesley Grant was a member of the management team that precipitated Air New Zealand's failure.She is now weaving her magic at QF.She is being ably assisted by a variety of other failures from BA.Not one person in the Cabin
Services management team is an Australian.
There are currently 1400 Long Haul crew with their names on the transfer list to shorthaul.What does that tell you?
In 1980 Qantas was an excellent airline and a reasonable business.In 2004 it is a good business and mediocre airline-A quote from a QF Platinum frequent flyer.
QF Long haul crew are under siege and thats why they are not in the top ten in the Skytrax Surveys
