London
CNN
—
The boss of Qantas Airways has acknowledged the “anger” of hundreds of shoppers who have been offered tickets for already-canceled flights.
“Everybody feels ache on the anger,” Qantas CEO Vanessa Hudson instructed CNN’s Richard Quest in an unique interview at an airline business convention in Dubai Monday. “It’s not simply me; (it’s) 25,000 folks that work for us as nicely. As a result of not solely (did) we let our clients down, we let our individuals down.”
Final August, Australian regulators accused Qantas in a lawsuit of promoting tickets for greater than 8,000 flights that the airline had already canceled — affecting greater than 86,000 clients.
Qantas agreed final month to pay 120 million Australian {dollars} ($79 million) to settle the lawsuit. Of that, about 20 million Australian {dollars} ($13.3 million) will go to the affected clients.
The remaining 100 million Australian {dollars} ($66.5 million) is a effective — the most important ever for an Australian airline, in response to Reuters.
Hudson, who took the helm at Qantas in September, quickly after the lawsuit was filed, instructed Quest the airline is concentrated on repairing its relationships with passengers and workers.
She has “spent plenty of time listening” to the issues of shoppers and workers, she mentioned. The airline is investing in enhancing the in-flight expertise, together with the meals it serves and the Wi-Fi service it provides.
Qantas has since seen a “buyer satisfaction rebound,” Hudson mentioned, although she didn’t elaborate.