Qantas has offered a formal apology to millions of passengers for recent operational issues, thanking loyal customers for their patience with Frequent Flyer rewards as the national carrier works to get its performance back on track after COVID challenges.
Qantas has hired an additional 1,500 staff since April with more to come, adjusted flight schedules and invested $15 million in new technology at key airports to help smooth the travel experience.
The airline is also rolling out initiatives to improve baggage handling and on-time performance due to high levels of sick leave and an industry-wide labour shortage that recently saw Qantas senior executives called on to assist ground handling partners at Sydney and Melbourne airports.
Speaking directly to Frequent Flyers via an email and video message sent on Monday, 22 August, Qantas Group CEO Alan Joyce acknowledged the return to flying hasn’t all gone smoothly.
“On behalf of the national carrier, I want to apologise and assure you that we’re working hard to get back to our best.”
“Over the past few months, too many of you have had flights delayed, flights cancelled and bags misplaced. There are good reasons why, but when it comes to what you expect from Qantas, it’s not good enough,” he said in the message.
Qantas is offering a range of rewards to thank Frequent Flyer members, including a promo code for $50 towards a return flight from Australia or New Zealand, a 12-month status extension for Silver Frequent Flyers and above, and extending up to 50 per cent more Classic Reward seat availability through to June 2023 with the first release of additional seats from midday on 22 August 2022.
Frequent Flyers can take advantage of additional lounge passes with an invitation to Qantas Domestic Business Lounge for Gold members or a pass to the Qantas Club or an international Business Lounge for Silver members. Platinum and Platinum One members will also receive a gift of Qantas Points.
“As well as saying sorry, we also want to thank you. We’re investing in a range of initiatives, including status extensions for Frequent Flyers Silver and above, thousands of Qantas Points, and lounge passes,” Mr Joyce said.
The Transport Workers Union (TWU) indicated the Qantas apology and initiatives amounted to a stunt.
“Australians see through this stunt,” said TWU National Secretary Michael Kaine. “The thousands of passengers who’ve spent hours in call centre queues following cancelled flights, delays and lost luggage won’t want to waste more of their time attempting to cash in a voucher to buy themselves more of the same chaos.”
To find out more, head to qantas.com/au
