Joyce has presided over the gradual destruction of the Qantas brand. It has made profits now, but the brand is now not trusted. The poor customer service leading to hours waiting to get on a queue including it becoming almost impossible to use flight credits has made Qantas seem the very worst of public service. The flight experience has diminished, and costs have increased. The poor choices they make around promoting political movements such as the Voice and marriage equality just alienate some of their customers. I am a lifetime Qantas gold member due to significant flying in my lifetime, but now fly exclusively Virgin. Joyce has lost me and many others.
