For the most part I find flying with Qantas, and in fairness most of their competition, to be still a relatively pleasant experience. And the quality of customer care is still around.
Two weeks ago I was returning ADL-MEL on the afternoon of the storms in Victoria. As a natural consequence the aircraft was delayed and we all sat around in the departure area. I noticed the Captain quietly strolling around the area chatting with the passengers. He was explaining the delay, which was only around 20 minutes anyway, but I watched him engage with the entire complement of passengers in that lounge- every single one of them. The result was that everyone knew what was going on, nobody was irritated, everyone felt included. He could easily have just sat around drinking coffee and waiting for the PA to announce a delay but he didn't.
And yes I wrote to Qantas to let them know directly that they have good people working for them.