#QantasLuxury, the hashtag debacle from @QantasAirways.

Oh dear!  What I would have given to be a fly on the wall in Neil Ross’s office (Group General Manager Marketing) on Wednesday.  The Gen Y social media guru’s would have come up with this plan as a brilliant idea as part of the “reconnect with the customer” strategy. The play would have been put in place and the campaign launch set, except! And this is where the pain started.

The online tsunami started when the Gen Y people released  the “Qantas Luxury” competition on Twitter, asking users to say what their “dream luxury inflight experience” in return for a pair of pj’s and a wash bag branded Qantas.

Within minutes, users had hijacked the #qantasluxury hashtag to vent their anger at the embattled airline, which late last month cancelled all its flights around the world in an attempt to force government intervention in its industrial negotiations.

Lets take a look at some of the better twitter feeds

@lehmo23

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@julieposetti

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@QantasAirways They really lost the plot, would the judging be the most derogatory(thousands) or pro Qantas entries (Count your fingers).

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But the best was still to come on You Tube which could be argued hijacked the show.  The Qantas downfall parity video is nothing short of brilliant. There must have an accolade that can be given for this work, Golden Globe …..

Just how did they get so wrong?  For two days the hashtag #QantasLuxury ran wild on twitter and the media did not miss the story.  How could they? The only thing that would have knocked this out was a natural disaster of biblical proportions or a screw up from a shock jock and did they have their prayers answered, Enter stage left Kyle Sandilands.  In the words of my daughter, OMG.  In the end even Qantas was ducking for cover in the Kyle Sandilands mess.  The following tweet must have appeared 40 times on the Qantas twitter feed
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Oh well,another day, another Qantas PR disaster and as an end note, the Brisbane baggage handlers did not loose my luggage on Monday despite it having to sit on a trolley in the baggage handling area for 11 hours but the Brisbane Qantas lounge, Canberra is a sea of tranquillity and harmony.

Happy travels.

Did I here you ask “white with one Ebola or two?”

It’s Friday and the sun is setting on another week in Canberra.  The tasks left for the week are to fill the hire car with fuel, grab a boarding pass and head to the Qantas Club while I wait (usually longer than scheduled and more on that later) for my flight.  Those of you familiar with my previous posts will have been privy to the state of the Lounge in Canberra.  Last week you could have licked the floor and had less bacteria on your person after the event, this week, that all changed.  I could feel that vale of Ebola descending upon me as I walked in.  A chain saw massacre would have left less mess, not that I am saying that anyone had died, yet!  Staff no where in sight, alas no, two at the counter, two behind the bar (in the casual chatter position) and a 5th serving food.  That is record for this lounge, yet no one cleaning up.  One may think that the lounge must have been busy, no, you would not be able to check that box either.  For a premium service, aimed at frequent (high yield) travelers, the Jet Star/Easy Jet make over of Qantas obviously has it’s genesis in the Qantas Club with the new corporate goal, “dumb down the aspirations of high yield travelers and forget the rest”.

The other big news is, we are back on schedule!

And my word, are they what.  This week I got to Canberra on time and home on time. That would be first time in 6 months of grueling economy travel that the ticket timings were delivered. I have generally found in the past that the ticket time was akin to lotto numbers and every now and a gain, you may have a win!  The same could not be said for the poor soles on the flight after mine to Melbourne last Friday (11/11/2011), no winners on that fight.  By 14:30, Qantas were advising of a hour delay.  I see that disconect coming back already but time will be the judge of that.

Next week I have a Eastern Sea Board loop with a day in Brisbane before heading to Canberra.  I hope they have a schedule thing sorted as the timings are tight.  Watch this space….

 

In war,the first casualty is the truth….

Conservative commentators on the Qantas grounding are playing loose with the truth.

In grounding the entire domestic and international Qantas fleet last month, the firm’s chief executive, Alan Joyce, claimed the action was the only way to stop the unions’ industrial campaign. The implication was that grounding the planes was the only way to have Fair Work Australia (FWA) intervene and order a stop to all industrial action.

In the weeks since, a number of anti-union ”cold war” industrial relations warriors, including Peter Reith, Chris Corrigan, economist Judith Sloan and coalition politicians, have thrown themselves into the debate, questioning the efficacy of the Labor government’s Fair Work Act. The common theme is that the grounding of the Qantas fleet demonstrated the weakness of the act, because the company had no other way to get FWA to order a cessation of all industrial action other than by grounding its entire fleet. This is patently untrue.

To understand the massive hoax being played on the Australian community by both Qantas management and numerous conservative commentators, it is necessary to distinguish between Joyce’s notice of an intention to lock out his employees from 8pm on Monday, October 31, and his grounding of the entire Qantas fleet two days before that date. Of these two steps, only the first was ”protected” industrial action. There was no need for the grounding of the Qantas fleet to have FWA order a stop to all industrial action. Simply announcing in advance that a lockout was to occur would have been sufficient to invite FWA to issue orders stopping all industrial action.

Under section 424(1) of the Fair Work Act, “FWA must make an order suspending or terminating protected industrial action that . . . is threatened, impending or probable” where it is likely ”to cause significant damage to the Australian economy or an important part of it”. In other words, the industrial action did not need to occur, but rather it only had to be “threatened, impending or probable”.

Let’s be clear here. Qantas only had to announce its intention to initiate a planned lockout of its employees to invite FWA to suspend or terminate all industrial action. Once convinced of the impending damage to the economy, FWA had no discretion under the act other than to suspend or terminate protected industrial action. So the claim that Qantas had no option but to lock out its employees in order to get all industrial action stopped is nonsense. But there is more subterfuge by Qantas management here.

Having announced on Saturday afternoon that a lockout was to be enforced as of Monday at 8pm, why did Qantas ground its entire fleet on the Saturday, before FWA could possibly hold a hearing and stop all industrial action? Why indeed?

The explanation offered by Joyce was that ”individual reactions to this lockout decision may be unpredictable . . . for this reason, as a precautionary measure, we have decided to ground the Qantas international and domestic fleet immediately”. Qantas grounded its fleet because it apparently had no faith in the professionalism of its own pilots and ground staff.

If Qantas management genuinely thought that the worry, stress and distractions to their pilots caused by the impending lockout could jeopardise passenger safety, then presumably management’s current plans for outsourcing and staff cuts would equally pose a safety risk.

Following the logic of Qantas’ ”risk assessment”, it should ground all its flights until the company’s planned restructuring is fully completed.

In the hearing before FWA, there was no indication from members of the full bench that they agreed with Joyce’s odd rationale. In any case, FWA was concerned with preventing the airline’s planned lockout of its staff. Ultimately, the Fair Work Act worked smoothly, with FWA holding a full bench hearing and then ordering a stop to Qantas’ planned lockout. In the end, there was no lockout and not a single worker lost a day’s pay.

So, what does this episode tell us about Qantas and the current state of industrial relations in Australia? It exposes a senior management team willing to trash its own company’s brand, cause irreparable harm to the Australian economy as well as inconvenience its customers for stated reasons that defy logic.

It is worth noting that FWA found that the unions’ industrial campaign had not caused significant economic harm, as Qantas pilots had not taken any strike action, instead restricting their campaign to making in-flight announcements airing their grievances to passengers. The only factor causing significant economic damage was management’s grounding of the fleet.

There was nothing about the events of that weekend that call into question the efficacy of the Fair Work Act. Ultimately, the government intervened when it received notification of the Qantas decision and a full-bench hearing of FWA took place, leading to the termination of all industrial action, well in advance of the planned commencement of the lockout. By any measure, the Fair Work Act came out smelling of roses. Qantas, on the other hand, has a rather different odour about it.

Bruce Hearn Mackinnon is a senior lecturer in human resource management at Deakin University.

This was originally posted by The Age at the following URL  http://www.theage.com.au/opinion/politics/facts-fly-under-the-radar-20111116-1nj57.html#ixzz1dvfff3nt

Qantanomics, the Airline that stopped a nation.

What a week in the Australian Airline Industry. On Saturday 29th October, I got a text message from my National Project Manager.

I smell trouble…

Qantas has shut down the Australian Air Travel Market, 68000 people affected, no stranded and the message from my political masters is “Good Luck”. They have other staff to worry about. It was the people who were sitting on aircraft and asked to disembark before taking off and the passengers who were in mid flight and turfed into Hotels in Singapore and Hong Kong who I felt for. In the latter, some were asked to share with fellow passengers.

But this was the intro to another battle, the industrial relations at the heart of the matter. The unions involved had promised 12 months of rolling stoppages in the ilk of “death by a thousand cuts” and this was something that the “Spirit of Australia” and the Irish CEO was not going to stand for, understandably. I could not help but think it was timed around the Melbourne Cup because it would effect less domestic business travelers and the “race that stops a nation” is sponsored by a competitor.

I noticed that the Airline Pilot’s union is back in the Federal Court trying to extract an exemption to wear the red ties (their a militant bunch) or something to that effect.  Alan, if a group of professionals want to protest by wearing red ties and you see this as the threat to your business model, I suggest you drink less coffee in the mornings!

What a storm in a tea cup – well I was not affected!  By Tuesday all was back to normal and the million hours of coverage was, well History.  We are flying again but for how much longer is anyone’s guess.  What I found all very oddwas the 250 odd people affected by the A380 landing in Dubai due to an engine problem.  This was a few days  after Qantas was up and flying again.  I thought they had thousands of stranded customers but two after normal resumption of service, a air frame that carries 450 people only had 258 passengers.  With a 55% loading, remind me again exactly how many people were stranded but the shutdown?

Qantas Club belly

A few weeks ago I mentioned that the Qantas Club Lounge is Canberra was akin to a tip.  I had not been back in since then and but today, wow, what a transformation.  It is so clean, you can eat from the floor. No dirty coffee machines, mountains of dirty plates and a general trashiness that is was.  But all this cleanliness has come at a price. I stood at the bar for 5 minuets waiting for a drink.  The manager walked past and asked if I wanted anything.  I had to refrain in my comments!  She obviously has a new directive: clean, clean, clean and do not worry about the service.  Ah well, maybe next week will make for a better balance!