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My Take | Australia’s Qantas needs to own its problems for its reputation to soar again
- Once lauded as a safe airline with an impeccable flying record, Qantas has in recent years been known for repeated flight delays and poor service
- A culture of blaming others for its woes and a reliance on government handouts are some reasons why Australian loyalty to the airline is waning
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Su-Lin Tanin Singapore
When a large listed company and national icon like Australia’s Qantas cries foul over competition, plays the victim and sulks to the government when the going gets tough, one has to wonder about management’s thinking.
After it was privatised between 1992 and 1995, the airline invested in a decent fleet of Boeing aircraft and had an impeccable flying record. In the 1988 film Rain Man, the character Raymond Babbitt said: “Qantas never crashes.”
That was Qantas at the height of its game.
For some years now, while it kept its flights full, shadows lurk.

There are now regular complaints about poor service including delays and cancellations, confusing refund processes, underwhelming meals, unanswered customer service lines and having surly flight attendants.
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