They dont know how to tap into it. They dont know how to do mundane things like improving service etc.
Interestingly you went straight to the nub of the issue.
No-one working at Qantas would be anything other than supportive of competent management, but they aren't!
Because of their utter incompetence the only way they can 'improve' is by cost cutting. And that brilliant idea ran out of sensible steam more than ten years ago.
So, far from arguing with you and without giving too much of my varied history away, I understand business, airlines and hospitality very well and I cannot agree with you more.
Business on all levels is about people and it is really pretty basic stuff.
AJ, GD,
JS etc etc have not employed one person that is schooled in any way in the basic aim of business - making people happy.