Ladies and gentleman,
As a member of the team of people who derive not only income from our national carrier, I must say you will still find elements of us who really do try to make our airline a great experience for our customers...Sounds rudimentary but it is true.
The bit that makes this soo difficult to achieve is that the management is soo focused on the SHAREHOLDER, not the customer. As such decisions are made to placate this group, not please the cusotmer, from whom after all we derive our income!
One may ask why the shareholder is the focus....its simple Bonuses
The shareholder wants the dividend, the management achieve a bonus upon delivery! Easy, except the customer misses out. So do the staff for mangement has two ways to achieve the bonus, one is easy rhe other requires skill.
Cut costs. There is a baseline where staff fail to believe management spin, and even now the shareholder doubts it too. The Spirit of Australia is a shell. Gregg ,Dixon, Jackson et al are no different to Al Dunlap and a myriad of other short term bonus seeking gutter scum.
However as Walt disney put it so many years ago...You want good customer relations, first seek good employee relations, and the rest shall take care of itself
note:Bonuses may be a little harder to come by, but you will have the buzz