âWhere was the caring in leaving children without meals? Where was the excellence in serving food unfit for purpose?â
Just off a Qantas flight that felt more âSpirit of Squeezed Sardineâ than âSpirit of Australia,â I couldnât shake the disconnect between my lived experience and the airlineâs stated values of safety, caring, integrity, and excellence.
As Iâve been reading Joe Astonâs The Chairmanâs Lounge, that disconnect has come into sharper focus. The book doesnât just explain whatâs gone wrongâit reveals how the pursuit of EBITDA and adjusted earnings has gradually reshaped Qantas into something unrecognisable.
My review explores the flight, the facts, and the bigger question facing all businesses:
đ What happens when financial metrics trump human experience?
đ Read it now on pauldobinson.com.