But their comments were revealing, given that Joyce is recognised as one of the best airline executives in the world. They were careful not to conflate the Qantas failures with the problems caused by others, such as airport security, outsourced baggage handlers, air traffic controllers and bad weather. This week, two CEOs, who did not want to be named, criticised Joyce for not taking ownership of the problems within the airline’s control. It has spread to the elite C-suites of Australian business, judging from comments made to Chanticleer by CEOs and company directors. In one of these, an executive gave reasons why he would never fly Qantas again and this generated more than 700 responses, about 80 per cent of which were supportive.Ĭhanticleer has anecdotal evidence that the brand damage is getting worse. The brand damage went up a notch when well-argued posts by people not afraid to be identified were published on LinkedIn. Ironically, this campaign started with a picture showing Joyce talking to staff on the tarmac, surely a sign of connection with his workforce. The Twitter pile-on, which included the occasional positive comment, has been egged on by the Transport Workers Union, which is attempting to put a new word in the language for poor Qantas Service – being “Joyced”. It started with vicious, mostly anonymous, attacks on Twitter, including nasty shots at Joyce, who last month suffered an egg attack on his family home. The criticism has become increasingly credible. Qantas CEO Alan Joyce is meeting every day to resolve issues affecting the airline.
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Over the past four months, Qantas has been hit with a torrent of criticism over cancelled flights, lost luggage, woeful call centre delays, snail’s pace flight refunds and allegations of an overly clunky and expensive frequent flyer redemption system.
As Qantas Airways chief executive Alan Joyce prepares for the release next week of a $1.3 billion loss for 2022, he should think hard about his response to the damage done to the airline’s iconic brand.
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