Troubled Australian carrier Qantas is taking measures to try and restore customer confidence in the wake of disruption due to industrial action.
Paul Yankson, regional general manager for the UK and Ireland, said the industrial action seen by Qantas has been "regrettable", but he hopes that an impending conclusion can “draw a line under” the whole affair.
Qantas has been blighted by industrial action from three unions over the last few months, facing separate disputes from the pilots’ union, licensed engineers’ union and transport workers' union.
The dispute has now been referred to Fair Work Australia, who have allowed 21 days of negotiations between Qantas and the unions. These talks proved unsuccessful and will now be adjudicated by an independent umpire.
The final decision may take months to arrive, but no legal industrial action may be taken during this time.
This decision, when it comes will be binding so that no further legally protected industrial action may occur for up to four years, which the airline hopes will allow people to “continue to book with Qantas with absolute confidence.”
The chances of a wildcat strike are also highly unlikely as the participants would be legally responsible for all costs incurred.
Following the recent disruption Qantas has taken up what Yankson calls the "four tenets" of customer recovery.
These include reimbursing hotel, food, telephone and internet costs, pending receipts, for up to AU$350 per day. Qantas will also reimburse customers for any additional tickets that have been purchased.
Yankson also stated that Qantas has looked to “go further” in its attempts to placate frustrated customers with a voucher for AU$250 for usage on the Qantas networkand the EU compensation of €600 for those who were delayed by more than four hours.
Yankson added: “You can’t afford to penny pinch on these things. Now it’s a case of ensuring that people can book with us with confidence and ensure that people do not feel hard done by.”
www.qantas.com.au.