Until recently Qantas was one of the most reputable airlines in the world. Now it’s in damage control.

Behind all the lost luggage, delayed services and cancelled flights is a story of ruthless cost-cutting and a divisive culture, according to insiders at the company.

Qantas blames the problems on labour shortages and COVID, and maintains safety isn’t impacted. But with pressures building up, some staff are worried Qantas’ reputation for safety is at risk.

Four Corners spoke to dozens of former and current Qantas staff, from pilots and flight attendants to baggage handlers and ground staff, to hear the inside story of the airline’s fall from grace.

Update: In September 2023, Qantas announced its CEO Alan Joyce would step down after a tumultuous time for the airline.

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