More on incompetent QANTAS management

And they are still in denial mode

QANTAS has come under attack for failing to support staff left to deal with angry passengers delayed by a lightning strike in Perth. The Australian Services Union says staff are still furious they were left without enough up-to-date information to pass on to passengers stranded when an Airbus A330 struck by lightning on approach to Perth airport last Friday, reports The Australian.

The aircraft, which was due to operate the red-eye service to Melbourne, was initially grounded for an inspection but was further delayed when the strike proved more serious than first thought. Passengers became increasingly angry because they were not being told what was happening and staff were forced to radio for police help when the situation turned ugly.

The union says staff were left exposed, powerless and intimidated by angry people and it was just a matter of good luck that there was no physical violence.

This view was disputed by Qantas, which said it believed staff were supported on the night by duty managers and operations staff. The airline said it had established an informal working group to investigate the incident and it was confident it could address some of the issues arising from the event.

ASU assistant branch secretary Pat Branson said her members were angry that they were continually forced to bear the brunt of customer anger about problems at Perth only to watch the airline do nothing about it. She said the latest incident was the straw that broke the camel's back. The union took the unusual move of publishing the Perth manager's phone number and urging customers to ring him personally to complain.

Perth airport has been a thorn in Qantas's side and a source of consumer complaints for years. Two years ago, the airline announced it would spend $50 million on its terminal to ease unpleasant congestion during peak periods, including the installation of QuickCheck kiosks, new security screening, an expansion to the departure lounge and a boost to its baggage systems.

But Ms Branson said passengers were still miffed that not enough had been done to solve problems at Perth and the facility was still subject to constant queues. "It's a mess," she said. "The facilities at the Perth domestic airport are the worst I've seen in Australia and they are more crowded."

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