The company, which has suffered severe reputational blows in the past year, announced a series of benefits for members of its Frequent Flyers club as a way of making amends. Benefits include lounge invitations, flight discounts and reward seats.
Joyce acknowledged that the national airline has been suffering from recent "operational difficulties" because passengers stood in lines for hours at airports all around Australia.
“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.”
Joyce went on to add that the Qantas is working feverishly to markedly improve its customer service.
There have been numerous complaints about luggage being lost and lengthy phone wait times (as much as 12 hours!) to the airline's customer service department.
Qantas says added that they are spending $15 million on "new technology at important airports to help smooth the travel experience."
There's no sugarcoating it: It's been an outright disaster for Qantas. But then again, they're not the only carrier suffering from these issues. Hopefully it improves soon. Joyce is not too popular in the land down under at the moment...