‘Fix it today’: Neil Mitchell’s real-world test for Qantas

With incoming Qantas CEO Vanessa Hudson promising to put customers first, Neil Mitchell has real-world test and he wants the airline to prove it has changed.

In early June, Val cancelled two return Qantas tickets to Birmingham after her son had to undergo brain surgery.  She had booked via Flight Centre and was told it may take up to three months for her to receive a refund.

It’s been three months, but she still hasn’t heard anything from the airline.

Press PLAY below to hear what happened to Val and what she wants from the airline

“If there’s any genuine concern for the customer fix it now, fix it immediately, fix it today,” the 3AW Mornings host said.

“It would be a marvellous gesture to say ‘Yes we care about the customer here’s the proof’.”