I am used to Qantas management being immune to the complaints and comments of its customers. Now however there is news from the Qantas cabin crew that they are suffering significant abuse from customers due the constant failures of the system. The Sydney Morning Herald is reporting that this is resulting in stress related issues and physical illness. As a result on Jan 19 the cabin crew association wrote to management to alert them of the constant abuse and failures. Here is the response in the article from the manager in charge David Cox (E-GM of Engineering)
"As with any complex system there have been some technical issues,...The problems usually involve a small number of seats and the passenger can be moved to a different seat in these cases. We are dedicating considerable resources to address these reliability issues, including through the supplier Rockwell Collins."
In other words - this is not a big problem, if you don't like it move seats and it is the suppliers mistake not ours. Shame on you Mr Cox and shame on you Qantas. Your customers are telling you the system is busted, your staff are telling you the system is busted and the best solution you can come up with is moving seats. This is completely useless advice for two reasons. Firstly the flights I have been on the VOD system has been broken in whole sections, if not the whole plane. Secondly, I mainly fly Qantas to the US and UK. These are very busy (or monopoly routes) and I cannot remember the last time I was on a plane with spare seat. In fact I spend half my time on wait-lists in effect begging to get on a flight. My suggestion to Qantas is to can the useless, head in the sand advice and over-haul the system.