How Qantas is focusing on customer service


Call Qantas to book a flight and they will tell you that there is now a $27.00 charge for using their telephone booking service. That’s right! This airline has decided to demonstrate its focus on customer service by charging a fee for human interaction as opposed to no fee for online interaction. Now that might be okay if their online booking service was not so useless.

This $27.00 is a tipping point for me. Now I will check out Virgin Blue and compare.

Charging a fee to book (and spend money with Qantas) is nuts.

About the author


I own a software company and a newsagency in Victoria, Australia. You can reach me on +61 418 321 338 or mark[at]

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By Mark