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Jetstar's Corporate Culture under the spotlight again
If we examine the 2010 Qantas Annual report, entitled "The Sum of Us" it is clear that the Board regards both Qantas and Jetstar as part of a single corporate entity with a proud and united heritage. Lets have a closer look at the wording of the Annual Report: Forward ThinkingFor 90 years Qantas has been a global aviation innovator, driving higher performance in everything from technology and flying records to product and service leadership. In 10 years the Qantas Group will celebrate a century of aviation forward thinking that makes us the world’s most experienced airline. Caring for CustomersMore than ever we are investing in understanding what our customers want, and delivering more than they could imagine. Qantas is redefining the modern premium airline brand – and, with our Next Generation Check-in, streamlining and simplifying the airport experience. Strong Complementary BrandsWith Qantas and Jetstar we have two strong and complementary brands, and a unique ability to respond to changing market conditions. We aim to make each airline the best in its class. And we have the flexibility to make flying decisions based on the airline, aircraft and route that will deliver the best outcomes for our customers and returns to our shareholders. Giving BackAt Qantas we consider good corporate citizenship part of our role and responsibility as the national carrier. In a spirit of partnership, we support Australian culture and sport, charitable organisations, regional communities and Indigenous advancement, promoting excellence and equal opportunity. If that is the stated culture of the airline, which includes its two complimentary brands how is it we get the following statement from a Jetstar employee: "The low-cost airline had fewer staff on board than other carriers, so could not necessarily assist those with disabilities, she said." The Board of Qantas cannot have it both ways. It either believes in the statements it puts in its Annual Reports as truly representing the way the Board expects the airline groups two carriers to act and behave or it doesn't. If it doesn't those statements are nothing more than cheap PR designed in some way to fulfil its sense of Corporate Social Responsibility. Let me make something perfectly clear, Corporate Social Responsibility is all about the way a company acts during its normal day to day operations, it is not about philanthropy, it is not about foundations and it isn't about nicely written customer charters. It is about whether or not, in practice its staff treat their customers in a way that makes them feel welcome and valued as customers and people, day in day out, experience after experience. Today we are living in an inclusive society with a community expectation that people of all abilities will be treated fairly and equally. The Qantas Board cannot print statements as it has in its Annual Report and then sit back and allow incident after incident go unchecked. I would ask every individual member of the Qantas Board to re-read their Annual Report and if they they believe the statements quoted above above act to fix the cultural problem that clearly exists within the Jetstar. Jetstar stops disabled pair flyingDominion Post 13/4/2011 Jetstar's treatment of two high-profile disabled campaigners has been condemned as unacceptable by Disability Issues Minister Tariana Turia.
Tanya Black and Dan Buckingham – presenters of TVNZ disability show Attitude – had been due to fly from Auckland to Wellington yesterday morning but were not allowed on to their aircraft after they were told they each needed to fly with their own caregiver. After an embarrassing standoff of 20 minutes or more, they ditched Jetstar and bought new tickets to Wellington on Air New Zealand. Jetstar told The Dominion Post it would be apologising, and refunding their fares. It confirmed part of the airline's concern was about how they might get to the toilet on the hour-long flight. Mrs Turia said the Government had a campaign to address issues such as this. "It is clearly not acceptable that three people had to fly with another airline because they were not treated with respect in this instance." The pair, who had been flying to Wellington to discuss changing attitudes to people with disabilities with three government agencies, both have full time jobs, drive cars and regularly travel on planes – including Jetstar's – without issue. Ms Black and Mr Buckingham, who had been travelling with an able-bodied colleague, said that when they went to board their plane yesterday morning they were told by cabin staff to wait at the door, where they ended up holding up other passengers for 20 minutes. They were eventually told that the captain had a problem with them flying without a carer each. Jetstar reportedly said it would let them fly if they found a fourth, able-bodied person to act as a carer – despite the fact that it would be another passenger chosen at random. A carer's job theoretically involves taking them to the toilet if needed. The pair told The Dominion Post the airline eventually said it would let them fly only if they agreed not to go to the media, but they felt dehumanised, humiliated and frustrated, and decided to fly with Air New Zealand. Jetstar spokeswoman Andrea Wait said the airline's policy stipulated that, if a passenger needed help boarding, they were required to bring along another person as a carer. Passengers needing special assistance were required to notify the airline before flying. The low-cost airline had fewer staff on board than other carriers, so could not necessarily assist those with disabilities, she said. |
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