Qantas's Challenges and Bad Customer Service

This chapter discusses the recent challenges faced by Qantas, including the loss of its CEO and the anticipation of more bad news to come. It also highlights the negative experiences of customers with Qantas, such as long delays and poor customer service, and compares it to the banking industry. The chapter concludes with a discussion about the importance of being on time for airlines and examples of airlines with perfect on-time records.