It is really simple for Qantas.
- Focus on customer service, they need to improve the experience of travellers at every step of the process including inflight
- Stop all activism. Activism may appeal to some, but alienates others. People upset with a company values don't spend money with them
- Look at ways of building trust with staff, I have flown many times, although I fly Virgin much more than Qantas now and staff don't seem happy and some of the statements they make show they are unhappy
- Work on reliability, ensure customers get what they want based on expectations that Qantas set at time of booking
- Be transparent as clearly shareholders are not happy. Part of that unhappiness is based on lack of transparency.
Will QAN survive?, page-6238
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