Rita Panahi: Qantas is no longer the spirit of Australia

From flight cancellations to illegally sacking baggage handlers to big fat pay cheques for executives, it’s not hard to see why Qantas is no longer beloved.

One massive security breach may be considered a misfortune, two looks like carelessness. Oscar Wilde puns aside it’s been another annus horribilis for Qantas even as travel-starved Australians head back to the skies.

Melbourne airport was plunged into bedlam on Tuesday thanks to a Qantas passenger somehow managing to pass from an unscreened area to a screened area without, err, being screened. Cue chaos.

It comes just a month after another security mishap courtesy of Qantas, this time at Sydney Airport, which saw passengers escorted off a plane by the federal police.

But these incidents are relatively minor when compared to the enormous reputational damage the carrier has suffered in the past year.

One would expect a great deal of goodwill for the flying kangaroo after the national carrier endured crippling Covid-era policies. But a litany of performance-related issues has seen Qantas’ public image take an almighty battering.

Melbourne airport was plunged into bedlam on Tuesday thanks to a security bungle. Picture: David Crosling

From flight cancellations to the illegal sacking of baggage handlers to the fat pay cheques of executives at a time when the airline received around $2 billion of taxpayer largesse, it’s not hard to see why the airline is no longer beloved.

Here are three reasons why Qantas is no longer the spirit of Australia:

1. Budget carrier at premium prices. There was a time when one could justify the additional cost of flying Qantas given its superior service and reliability. Those days are long gone. Qantas still charges premium prices but its service levels are no better than a budget carrier. The kids would call it ‘mid’, meaning mediocre, below average or low tier. Sadly, there’s nothing special about the flying kangaroo; from the tired airport lounges to the jaded staff, it’s an experience that’s often endured rather than enjoyed.

Reliability has become a major issue for Qantas. Picture: James Gourley

2. Reliability. Whether it’s cancellations, delays, lost bags or four-hour call centre wait times, the airline can no longer be relied upon to take care of its customers. Those seeking refunds or flight credits can be driven mad by lengthy delays. There are still staff who go above and beyond but they tend to be the exception rather than the rule.

3. Activist Airlines. CEO Alan Joyce’s penchant for involving the national carrier in divisive political posturing was evident during the same sex marriage plebiscite and it’s evident again with passengers forced to endure needless ‘acknowledgement of country’ announcements every time a plane lands. Indeed around 90 per cent of the announcement are pointless irritations.