MarketingConsumer magazine hands Australian national carrier a Shonky Award for being one of 2022's ‘biggest lemons’.

Qantas named and shamed for ‘The Spirit of Disappointment’

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Qantas is accused of performing like a budget carrier.
Qantas is accused of performing like a budget carrier. Photo Credit: Adobe/fifg

Australia’s consumer watchdog publication, CHOICE, has named national carrier Qantas as one of the recipients of its annual Shonky Award.

“If there were ever a company that appeared deliberately to be going out of its way to win a Shonky Award, it's Qantas,” CHOICE said in a message to its members.

“The so-called Spirit of Australia, which has been a part of the national fabric for more than 100 years, has been a disappointment to customers since the Covid-19 pandemic hit in 2020,” CHOICE noted.

CHOICE money and travel expert Jodi Bird added, "Qantas has always sold itself as the premium Australian domestic airline, and Australians have been very proud of Qantas as a premium airline, but what we've seen recently is Qantas taken down to the level of a budget airline."

Delayed flights, tales of lost baggage and chaos at airports, and customer difficulties in using credits accumulated from travel cancellations during Covid lockdowns and restrictions, have all contributed to the disappointing performance of Australia's formerly favourite airline, CHOICE said.

“Add to that call waiting times stretching to up 50 minutes when you actually try to contact them, and it's no wonder that Qantas was the most complained-about company to CHOICE by readers and members in 2022.”

For the record, this year's crop of Shonky winners includes a self-cooking pot that doesn't actually cook, and a credit product slugging distraught pet owners with high charges.

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