I KNOW why they perform the way that they do. Staff that are undervalued UNDERPERFORM !!
The formula is simple. Empower these staff to become passionate and proud again and the way back is on track.
Incompetent managers are the usual suspects behind staff underperformance and when under pressure do not perform well themselves.
While this continues to be the status quo, I won't be returning anytime soon if I can help it.
As for the staff that soldier on and do their best under these conditions, I take my hat off to them for their dedication.
The fact still remains that effective steps to resolve Qantas's service problems are yet to take place.