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New Qantas boss Vanessa Hudson has apologised to customers and has promised to fix experiences with the airline and the culture for workers.
Hudson, just two weeks into the top job, apologised on behalf of the business to customers for letting them down "in many ways".
"I am sorry. We haven't delivered the way we should have and we have been often hard to deal with," she said in a video message.
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"We understand why you're frustrated and why some of you have lost trust in us."
She said workers have "tried their absolute best" under difficult circumstances and committed to fixing the issues plaguing the airline.
"We want to get back to the national carrier Australians can be proud of that is known for going above and beyond," she said.
"We understand we need to earn your trust back not with what we say but with what we do."
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From putting more people in call centres, establishing more frequent flyer seats, reviewing all customer policies to ensure they're fair and giving frontline teams more flexibility – Hudson said these measures are just the beginning.
"This is going to take time and I ask for your patience," Hudson said.
Hudson called the turbulence of recent months and years a "humbling period" for the airline.
She took the top job as Alan Joyce's successor earlier this month after the former CEO entered earlier than expected retirement.
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The airline's reputation has taken a battering with one headline after another, from Australia's high court finding its outsourcing of almost 1700 jobs during the pandemic illegal.
There was the Australian Competition and Consumer Commission's legal action against the airline after it was accused of breaking consumer law by allegedly advertising tickets for thousands of cancelled flights and failing to tell customers about ticket cancellations.
Then the record pre-tax profits of $2.5 billion while customers faced high flight prices and delays.
Qantas was deemed the "13th most distrusted brand in the economy" in August by research firm Roy Morgan.
Just three years prior, the national carrier was the third most trusted brand.
