Vanessa Hudson, the newly appointed CEO of Qantas, issued a public apology to customers for the recent troubles the airline has faced. In a video message, the executive admitted that the company under her leadership had “fallen short of expectations” and pledged to review the company’s policies.
To recap the events, weeks ago, the Australian Competition and Consumer Commission (ACCC) accused Qantas of engaging in deceptive and fraudulent practices by continuing to sell tickets for flights that had already been canceled. The ACCC alleges that the airline continued to advertise and sell tickets for over 8,000 flights between May and July 2022 that were already canceled. The Commission has requested a fine of over 250 million dollars.
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“I know we have let you down in many ways, and for that, I am sorry,” said Hudson, who has held her position since September 6th, in a video released by the company. “We understand why you are frustrated and why some have lost trust in us. I want you to know that we are committed to improving the experience for you and better supporting our staff.”
Furthermore, she committed to enhancing customer service and rebuilding trust in the national airline. “We want to once again be the national airline that Australians can be proud of. We understand that we must regain your trust, not just through words, but through actions,” she stated.
Hudson also requested patience, saying, “We are adding more employees to our call centers to resolve issues more quickly. We are also reviewing our customer service policies to ensure fairness. I share the pride and passion that I know our people have for Qantas, and this gives me confidence that we will rebuild your trust. Thank you for your support.”
Qantas recently faced another setback when the Supreme Court ruled against the airline, declaring that the dismissal of 1,683 ground workers during the pandemic was illegal. Hudson has indicated that she is willing to personally apologize to the workers.
