With more and more comments coming on line everyday in response to the Qantas “Its not fare” story written by Kevin Moloney earlier this week, one commentator has accused TravelMole of a “beat up” story.
As has been said in TravelMole before, we follow the very highest standards of editorial integrity and in yesterday’s follow actually up asked members to let us have good and bad stories about the flying kangaroo – interestingly and I suppose what one would expect by dint of human nature, the responses tend to be overwhelmingly on the bad side.
Just to clarify, The Mole is always fair and honest and has written both good and bad stories about Qantas and it has to be said very clearly that The Mole’s experiences with our national carrier have overwhelmingly been very good indeed and The Mole has said so.
Unfortunately though, with operations of this nature, travel being such an emotive issue, any operator is only as good as the travellers last flight, meal or bed and that is what they are judged on – one bad experience can damage lifelong great experiences and can lose that customer at a stroke!
That is why consistency is so important and the biggest challenge for anyone in this amazing business. Unfortunately, although Geoff Dixon and his team try their very best to drive a culture of consistency and high quality customer service throughout Qantas, unfortunately it does not appear to always percolate through the organisation with it appears, some what you might call legacy mindset staff, still living in the past.
This lack of consistency, even between different customer service staff either on the phone, at the airport and even on the same aircraft is my biggest gripe and I have said so often, but the frequent flyer programme, that is another issue……………..!
Let’s face it though we are very lucky to have such a great national carrier, which is highly thought of throughout the world and an airline of choice for many travellers – perhaps we are just to close to it here!
Comment by The Mole
