Except the employees are not inefficient. Pilots have a set number of hours available in which to fly. It's not strenuous work most of the time. It can be tiring and it can be stressful at times, but it hasn't been strenuous since the days of the Connies. Pilots used to be the face of the company. They haven't been now for 30 years. The face of the company is the Internet, and the people at the baggage counter, the gate desk and in the cabin. In perception, those people have more direct control over a customer's flight experience than anyone else who works for Qantas. I'm not belittling the role of others, but the personal interactions are the perceptions.