Qantas chief executive issues second apology
Qantas chief executive Vanessa Hudson has issued a second apology, as the airline continues to try and fix its reputation and win back customers' trust amid recent controversy over its unlawful mass firing.
In a video message released on Friday, Hudson, who replaced chief executive Alan Joyce earlier this month, said she understood customer’s frustration and apologised for the airline’s recent track record.
“I know that we have let you down in many ways and for that, I am sorry,” she said.
“We haven't delivered the way we should have. And we’ve often been hard to deal with.”
This apology comes just weeks after the new chief executive apologised to their staff and said that the new management will be more focused on their customers.
Hudson has also promised to rectify the airline's problems.
“We understand we need to earn back your trust not with what we say, but with what we do and how we behave,” she said.
She added that customers can expect more frequent flyer seats, improved resources for call centres, and a review of customer policies, assuring customers that their frontline teams will be granted more flexibility “to better help you when things don't go to plan”.
“This has been a humbling period,” she said.
Images: Qantas/ news.com.au