> Mxsmanic gmail.com> writes:
>

>> Craig Welch writes:
>>

>>> But this takes the cake. The people in this article are absolutely
>>> beneath contempt.

>> Perhaps if they had been told why the counters were being closed, they might
>> have had a better attitude.
>>
>> It sounds like Qantas has some serious staffing and HR problems. Not enough
>> people to staff the counters, and many of them calling in sick, perhaps due to
>> "stress."

>
> This kind of thing no doubt could occur in many places, depending on
> the culturally-determined stresses that people react to. I would say
> from my experience in Japan though, that public companies, even when
> they are corrupt to the point of customers being justified in spitting
> upon them, always give extremely good-feely type of announcements
> immediately upon any delay whatsoever, no matter what the cause: the
> reason given is often not true ("maintenance on signals" when actually
> there has been a technical fault with rails links, for instance, such
> as caused by vehicles in the no-go zone of crossings). However, the
> reassurance value for the, believe me, *very* stressed customers in
> *very* packed carriages is immeasurable. [similar in airlines here,
> just I have less travel experience compared to rail] Quantas would do
> well to try and emulate some of this in their own service.