In Cairns yesterday I was stuck at the Qantas Club while their network worked through problems caused by fog in Melbourne and Brisbane. As I approached the counter I steeled myself for the gruff impersonal service I was used from Qantas in Sydney and Melbourne. Rather than what I expected the service was friendly and helpful. I asked how long they had been with Qantas, figuring that they had not been fully indoctrinated. No, this was a long term Qantas employee. If it were up to me I’d put them in charge of employee training and motivation. Her response was how could you be grumpy living and working in Cairns. This experience shows that there is hope for Qantas yet.