Did Alan Joyce cost Qantas our trust?

Former AFR columnist Joe Aston’s bombshell book, The Chairman’s Lounge, led to weeks of bad headlines for the Flying Kangaroo. Here, the author talks to Jake Nelson about the carrier’s missteps and whether its former CEO trashed its brand.

In 2019, Qantas – and then-CEO Alan Joyce – were riding high as one of Australia’s most trusted brands and beloved businesspeople respectively. The Flying Kangaroo had a stellar reputation for customer service, while Joyce himself was the darling of the media, having steered the airline through initial turbulence into smooth skies and having won plaudits for his advocacy for social causes including same-sex marriage.

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