How Qantas pulled off a soft landing on phantom flights

The Sydney Morning Herald05-06

The exorcism of Alan Joyce’s Qantas legacy is now almost complete. And while the airline is up for $120 million in fines and compensation for booking customers on already cancelled services, Qantas ...

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And while the airline is up for $120 million in fines and compensation for booking customers on already cancelled services, Qantas ...</p>\n\n<a href=\"https://www.smh.com.au/business/companies/how-qantas-pulled-off-a-soft-landing-on-phantom-flights-20240506-p5fp6o.html\">Source Link</a>\n\n</div>\n","source":"smh_stock","html":"<!DOCTYPE html>\n<html>\n<head>\n<meta http-equiv=\"Content-Type\" content=\"text/html; charset=utf-8\" />\n<meta name=\"viewport\" content=\"width=device-width,initial-scale=1.0,minimum-scale=1.0,maximum-scale=1.0,user-scalable=no\"/>\n<meta name=\"format-detection\" content=\"telephone=no,email=no,address=no\" />\n<title>How Qantas pulled off a soft landing on phantom flights</title>\n<style type=\"text/css\">\na,abbr,acronym,address,applet,article,aside,audio,b,big,blockquote,body,canvas,caption,center,cite,code,dd,del,details,dfn,div,dl,dt,\nem,embed,fieldset,figcaption,figure,footer,form,h1,h2,h3,h4,h5,h6,header,hgroup,html,i,iframe,img,ins,kbd,label,legend,li,mark,menu,nav,\nobject,ol,output,p,pre,q,ruby,s,samp,section,small,span,strike,strong,sub,summary,sup,table,tbody,td,tfoot,th,thead,time,tr,tt,u,ul,var,video{ font:inherit;margin:0;padding:0;vertical-align:baseline;border:0 }\nbody{ font-size:16px; line-height:1.5; color:#999; background:transparent; }\n.wrapper{ overflow:hidden;word-break:break-all;padding:10px; }\nh1,h2{ font-weight:normal; line-height:1.35; margin-bottom:.6em; }\nh3,h4,h5,h6{ line-height:1.35; margin-bottom:1em; }\nh1{ font-size:24px; }\nh2{ font-size:20px; }\nh3{ font-size:18px; }\nh4{ font-size:16px; }\nh5{ font-size:14px; }\nh6{ font-size:12px; }\np,ul,ol,blockquote,dl,table{ margin:1.2em 0; }\nul,ol{ margin-left:2em; }\nul{ list-style:disc; }\nol{ list-style:decimal; }\nli,li p{ margin:10px 0;}\nimg{ max-width:100%;display:block;margin:0 auto 1em; }\nblockquote{ color:#B5B2B1; border-left:3px solid #aaa; padding:1em; }\nstrong,b{font-weight:bold;}\nem,i{font-style:italic;}\ntable{ width:100%;border-collapse:collapse;border-spacing:1px;margin:1em 0;font-size:.9em; }\nth,td{ padding:5px;text-align:left;border:1px solid #aaa; }\nth{ font-weight:bold;background:#5d5d5d; }\n.symbol-link{font-weight:bold;}\n/* header{ border-bottom:1px solid #494756; } */\n.title{ margin:0 0 8px;line-height:1.3;color:#ddd; }\n.meta {color:#5e5c6d;font-size:13px;margin:0 0 .5em; }\na{text-decoration:none; color:#2a4b87;}\n.meta .head { display: inline-block; overflow: hidden}\n.head .h-thumb { width: 30px; height: 30px; margin: 0; padding: 0; border-radius: 50%; float: left;}\n.head .h-content { margin: 0; padding: 0 0 0 9px; float: left;}\n.head .h-name {font-size: 13px; color: #eee; margin: 0;}\n.head .h-time {font-size: 11px; color: #7E829C; margin: 0;line-height: 11px;}\n.small {font-size: 12.5px; display: inline-block; transform: scale(0.9); -webkit-transform: scale(0.9); transform-origin: left; -webkit-transform-origin: left;}\n.smaller {font-size: 12.5px; display: inline-block; transform: scale(0.8); -webkit-transform: scale(0.8); transform-origin: left; -webkit-transform-origin: left;}\n.bt-text {font-size: 12px;margin: 1.5em 0 0 0}\n.bt-text p {margin: 0}\n</style>\n</head>\n<body>\n<div class=\"wrapper\">\n<header>\n<h2 class=\"title\">\nHow Qantas pulled off a soft landing on phantom flights\n</h2>\n\n<h4 class=\"meta\">\n\n\n2024-05-06 13:42 GMT+8&nbsp;&nbsp;&nbsp;<a href=https://www.smh.com.au/business/companies/how-qantas-pulled-off-a-soft-landing-on-phantom-flights-20240506-p5fp6o.html><strong>The Sydney Morning Herald</strong></a>\n\n\n</h4>\n\n</header>\n<article>\n<div>\n<p>The exorcism of Alan Joyce’s Qantas legacy is now almost complete. And while the airline is up for $120 million in fines and compensation for booking customers on already cancelled services, Qantas ...</p>\n\n<a href=\"https://www.smh.com.au/business/companies/how-qantas-pulled-off-a-soft-landing-on-phantom-flights-20240506-p5fp6o.html\">Source Link</a>\n\n</div>\n\n\n</article>\n</div>\n</body>\n</html>\n","isBrief":false,"type":0,"news_type":1,"symbol":"HUDAU","symbol_name":"Hudson Acquisition I Corp","start_time":0,"source_url":"https://www.smh.com.au/business/companies/how-qantas-pulled-off-a-soft-landing-on-phantom-flights-20240506-p5fp6o.html","article_id":"2433490903","we_media_id":null,"thumbnails":[],"rights":null,"url":"https://stock-news.laohu8.com/highlight/detail?id=2433490903","pubTimestamp":1714974120,"sourceInfo":{"source_id":"smh_stock","name":"Sydney Morning Herald"},"weMediaInfo":null,"summary":"The exorcism of Alan Joyce’s Qantas legacy is now almost complete. 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And while the airline is up for $120 million in fines and compensation for booking customers on already cancelled services, Qantas could have ended up paying a far heavier price for its so-called “ghost flights”.For Joyce’s replacement, Vanessa Hudson, the settlement reached with the consumer watchdog is another sign of her getting on with the job of putting a new softer, more reasonable face to Qantas.The deal has been done between Qantas CEO Vanessa Hudson and ACCC chair Gina Cass Gottlieb.Since stepping up to the top job last September, Hudson hasn’t wasted any opportunity to impress the fact that she is cut from a different cloth to that of her predecessor.Rather than engage in a bruising and protracted court case with the Australian Competition and Consumer Commission (ACCC), Hudson has instead decided to meet the regulator halfway and negotiate a penalty, admit that Qantas had misled the flying public and apologise for it.As part of the settlement, domestic passengers affected will be compensated $225 and international ticket holders will receive $450.LoadingBy avoiding a damaging court tussle, where all manner of juicy but damaging information can leach out of witnesses and affidavits, Hudson has fended off the risk of an uncomfortable level of disclosure on how the sausage is made at Qantas.She has also saved the airline from having to explain its arcane legal argument: that a ticket purchased by a customer is never for a particular flight but for a “bundle of rights”. It’s an argument that, frankly, was never going to fly with the public.Customers understand that flights are cancelled for many reasons, including some which are outside the airline’s control, but they also understand that continuing to sell seats after flights are cancelled is a step too far, even if a court may have found it technically legal.Rather than press the issue, Hudson has instead opted for contrition, and it’s an approach that would have been almost unthinkable under Joyce.By admitting to misleading conduct Hudson may have also managed to soften the blow for Qantas, with the ACCC’s penalty landing on the lighter side of expectations. That’s despite Qantas confessing that it was selling tickets on cancelled flights until August last year, more than a year longer than the ACCC had identified.The ACCC was contacted 1740 times about Qantas in FY22, an increase of 68 per cent on the year prior.Credit: Craig AbrahamQantas had initially blamed this misleading practice on the chaos surrounding the restart of flying after the pandemic. It was during this period that customer service was appalling, marrying bags to customers was a crap shoot and finding a Qantas phone operator to help was like winning Lotto.Again, it was an argument that the airline would have found hard to back up in court.Unsurprisingly, Hudson’s mantra now is to look past the baggage left behind by Joyce and things are slowly falling into place for her.Qantas’ on time statistics have improved significantly, fewer bags bound for Los Angeles end up in Paris and one doesn’t need to bring a pre-packed meal for sustenance while waiting for Qantas customer support to pick up the phone.The mark left by former Qantas CEO Alan Joyce is slowly being erased by his successor.Credit: Dion GeorgopoulosMeanwhile, the customer pain point around redeeming loyalty points has eased from arthritis to a bit of stiffness. Although, there is more than a decent smattering of members who remain unsatisfied.The new rewards category Classic Plus is better value than the expensive Points Plus Pay but nowhere near as generous as the somewhat elusive Classic points program.Hudson’s pitch to customers is offering new routes and new aircraft, which customers love enough to pay a premium price for. And the good news for Qantas and its shareholders is that the cost of living crisis hasn’t made much of a dent in forward bookings.LoadingQantas’ budget brand, Jetstar, is picking up the cost conscious customers and demand is pretty strong for travellers looking for a ride at the front of the plane.Polishing up Qantas’ tarnished crown has now sucked much of the air in Hudson’s first eight months and there is still one major issue to be resolved by the courts. This is in relation to compensation for Qantas’ ground handlers that were illegally sacked by the airline.That’s on schedule to be done and dusted next month and once resolved, it will open the door for Hudson to really put her stamp on the flying kangaroo.The Market Recap newsletter is a wrap of the day’s trading. Get it each weekday afternoon.The Business Briefing newsletter delivers major stories, exclusive coverage and expert opinion. Sign up to get it every weekday morning.","kind":null,"is_publish_news":null,"is_publish_highlight":null,"is_publish_live":null,"is_publish_wemedia":null,"editions":null,"symbols":[],"gpt_button":1},"commentList":[],"isCommentEnd":true,"newsSizeData":{"likeSize":0,"commentSize":0,"repostSize":0,"favoriteSize":0,"likeStatus":false,"favoriteStatus":false},"APP":{"userAgent":"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)","isDev":false,"isTTM":true,"deviceId":"web-server-community-laohu8-v3","version":"4.22.4","shortVersion":"4.22.4","platform":"web","vendor":"web","appName":"ttm","isIOS":false,"isAndroid":false,"isTiger":false,"isTHS":false,"isWeiXin":false,"isWeiXinMini":false,"isWeiBo":false,"isQQ":false,"isBaiduSwan":false,"isBaiduBox":false,"isDingTalk":false,"isToutiao":false,"isOnePlus":false,"isHuaWei":false,"isXiaomi":false,"isXiaomiWebView":false,"isOppo":false,"isVivo":false,"isSamsung":false,"isMobile":false},"href":"/m/news/2433490903"}