Will QAN survive?, page-2631

Often in the private sector when divisions don't perform, heads may roll.

Yet at woke QAN, the apology email to QAN frequent flyer members about unacceptably long waiting times for call centre staff to answer is signed 'Stephanie' as if she's a friend of you or me.

If there's no consequences to management for poor performance, how realistic is it to expect the situation will improve?

Call centre operators are poorly paid and many answering QAN's calls are contractors working for some outfit called Mind Pearl in Fiji or South Africa. Allegedly, a major problem is QAN hasn't ensured these people are properly trained, while there are also suggestions that they lack access to the complete suite of software or tools to enable resolution of more complex passenger booking queries.

That QAN admits it is hiring more call centre staff means its costs must be rising, even if it's a contract,because Mind Pearl will have to come to an arrangement to be compensated for the increased expenditure. Perhaps per annum for the overseas-based contractors each might only receive the equivalent of A$15000-20000 per annum, but a cost is a cost.

More to add to QAN's daily losses.