QANTAS ROUNDUP

Three current reports below on Australia's own third-world airline

QANTAS strands blind woman -- illegally

"Australia's national airline" refused guide dog and stranded blind woman. A mainstream carrier that is as ignorant -- and as ignorant of the law -- as an El Cheapo airline

QANTAS left a blind woman distressed and stranded interstate at night because the airline would not allow her guide dog on a flight. Qantas is not alone. Tiger Airways two days earlier baulked at letting the same woman fly with her guide dog.

Donna Purcell and her husband, Ric, of Sydney, met a wall of resistance from Tiger Airways when they tried to fly return to Adelaide with her guide dog for a weekend away last month. First, she was told that Tiger did not take dogs, then she would have to buy an extra ticket for it and even then could not be guaranteed to fly. Eventually she convinced the airline to take her to Adelaide, but when Tiger cancelled the return flight, she approached Qantas.

Despite at least 20 seats being available on a plane that evening, Qantas asked her to stand aside while they processed other Tiger passengers. Qantas counter staff told her to call reservations, who told her dogs were not allowed in Adelaide airport. The airline finally booked them on a flight the next day. It left Ms Purcell and her husband stuck in Adelaide with no accommodation arranged or food for her seeing-eye dog, Hetty, a three-year-old black labrador on a special diet.

Ms Purcell has lodged complaints with both airlines and the Human Rights Commission. "I was shunned because I had a guide dog," she said.

Tiger Airways, which could find no record of the complaint, yesterday apologised to Ms Purcell, blaming an outsourced company for not understanding the airline's policy. "Tiger Airways will take immediate action to remind our staff and business partners of our policies in relation to passengers with special needs," its communications manager, Vanessa Regan, said.

Qantas head of communication Olivia Wirth said the Qantas counter staff did not have the authority to make the seat allocation but the airline took the matter seriously and had apologised to Ms Purcell, offered to pay expenses and was reviewing its processes.

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Qantas passengers in dark for eight hours

DOZENS of international travellers' plans were thrown into chaos last night when a Qantas flight to Singapore was delayed by eight hours and then finally cancelled. A faulty emergency exit door has been blamed for the delay.

Passengers on the 2pm flight from Adelaide were initially told that the flight would be delayed by am hour. But at 9.45pm last night, they were told the part needed for the door had not arrived and the flight would be rescheduled. Many passengers missed connecting flights in Singapore as a result and some passengers became irate when advised of the further day's delay.

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QANTAS has lost it

Qantas is in the process of reinventing itself, if you believe the company's own hype. It has spent millions on a customer service training centre in Sydney; at least on domestic routes to begin with, it is in the process of redefining the customer check-in experience to radically reduce the time it takes.

It sees the main brand as a premium carrier, complemented by Jetstar as a cheap alternative, with the group able to offer something for each part of the market. But, particularly for long-haul travel, I'm wondering whether the Qantas group has already lost the battle for Australian hearts and minds.

The combined Qantas group share of the market is now below 30% on international routes from Australia, where once its share was nearer 50% (admittedly in the much more regulated old days). Its market share continues to shrink in spite of the invention of Jetstar, which was designed to increase it.

On the US route, Qantas is being clobbered by new capacity from V Australia and Delta, although Qantas still has the lion's share. Between here and Europe, Qantas is being swamped, not only by traditional rivals like Singapore Airlines, which continues methodically and relentlessly to increase its Australia market share (in spite of this year's pause caused by the global slowdown), but also by the new Arabian Gulf carriers, Emirates, Etihad and Qatar.

More than a million Australians - about 20% of everyone heading overseas - are going to Europe, but only 40% of them to English-speaking Europe (that is, the UK). Yet Qantas now has only two European destinations where it flies its own planes - London and the German business capital, Frankfurt. Its key competitors have far more comprehensive European networks. Emirates, for example, now has more than 20 European cities.

In the past two decades, Qantas has axed Manchester, Paris, Rome and Athens - not because it couldn't fill its planes on those routes, but because there weren't enough business travellers to make those routes pay.

Jetstar plans to return to Rome and Athens. But I think Jetstar will not only struggle to find acceptance from Australians if it flies to Europe, but also needs to tap new markets for visitors to Australia - and most (though not all) of those are in Northern Europe. Think Spain, Germany's many big regional cities, Switzerland, Sweden, the Netherlands, Ireland -- countries from where travel to Australia is already (or potentially) the strongest.

Do you think of Qantas if you're heading to Europe? How would Jetstar go against Singapore Airlines and Emirates? Has the horse already bolted, particularly since its chief low-cost rival, AirAsiaX, already flies daily to London and has just secured rights to fly to Paris?

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