On the effect of deals on customer relations:
“I always say that you forget the customer at your peril in any deal that you do, doesn’t matter what the deal is, whether it’s an alliance deal or a union deal… if you don’t think about the customer while you are doing that deal, you will regret it at some time.”
Contrast that with QF IR policy: inconvenience the customer instead of taking up the ALAEA offer of minimising disruptions with overtime; or hurt the shareholder by paying scabs at rates much higher than the LAMEs on overtime.