Qantas has apologised to Frequent Flyer members for recent operational challenges, and is rolling out a number of benefits as a “thank you” for their patience.
Customers have experienced delays, cancellations and long queues at Australian airports for Qantas flights, with the flag carrier being forced to cancel services “to help smooth the travel experience”.
Qantas Group CEO Alan Joyce apologised for the situation, admitting that it was “not good enough”, with the airline unveiling a series of initiatives including a A$50 off flight promo code for all Australian and New Zealand-based Qantas Frequent Flyer members, to redeem towards a return Qantas flight.
Silver members and above will also receive a further 12 month status extension, and there will be a “gift of Qantas Points” for Platinum and Platinum One members.
The carrier is also extending its current increased reward seat availability until June 30, 2023, with up to 50 per cent more seats on Qantas International, trans-Tasman and popular domestic routes.
Finally Silver and Gold members will be offered an additional invitation for themselves or another Frequent Flyer member to visit one of the carrier’s lounges.
A formal apology is being sent out by email this week, containing a video message from Alan Joyce.
“Over the past few months, too many of you have had flights delayed, flights cancelled and bags misplaced,” said Joyce.
“There are good reasons why, but when it comes to what you expect from Qantas, it’s not good enough.
“On behalf of the national carrier, I want to apologise and assure you that we’re working hard to get back to our best.
“We’re already seeing a sustained improvement in baggage handling and on-time performance, and while factors out of our control like weather can have an impact on our schedule, we expect things to keep improving each week.”
Qantas said it had hired 1,500 new staff since April “with more to come”, as the airline attempts to mitigate labour shortages and high levels of sick leave, and to improve mishandled bags and on time performance.