1. Introduction
1.1. Background about the case
1.1.1. advertising tickets for flights that the airline has decided to cancel
1.2. Inappropriate ads violating customers' rights
1.2.1. Ethical issues
1.2.1.1. gây ảnh hưởng đến người tiêu dùng như thế nào
1.2.1.1.1. deceive customers
1.2.2. Regulations (đã vi phạm những quy định nào?)
1.2.2.1. violations of consumer protection regulations
1.3. Impacts
1.3.1. severely impacting consumers who make travel plans based on false information about flight status
2. Conclusions
2.1. Lesson learned
2.2. Inappropriate ads violating customers' rights
3. Analyzing the issue
3.1. Identify stakeholders in the case including their responsibility, isssues and influence
3.1.1. The firm
3.1.1.1. specific individuals
3.1.1.1.1. Alan Joyce (Former CEO), Richard Goyder (Chairman)
3.1.1.1.2. Qantas Board Members, Management Team
3.1.2. Economic stakeholders
3.1.2.1. customers, competitors, shareholders, unions
3.1.2.1.1. Nearly one million customers were affected by Qantas's practices, which included purchasing tickets for flights that were later canceled without proper notification. The dissatisfaction among customers has been a driving force behind public outrage and regulatory investigations
3.1.2.1.2. Shareholders: The controversies surrounding ticket sales and leadership decisions have likely affected stock prices and investor confidence in the airline
3.1.3. Societal stakeholders
3.1.3.1. communities, government agencies, medias
3.1.3.1.1. Regulatory Bodies: Australian Competition & Consumer Commission (ACCC)
3.1.3.1.2. Media: Coverage of Alan Joyce's compensation and the airline's legal troubles contributed to public outrage
3.2. Concealed advertising
3.2.1. Issues of information
3.2.1.1. advertising issues
3.2.1.1.1. false advertising of flight information -> hidden information issues
3.2.2. Issues of service quality
3.2.2.1. Misleading behavior in marketing -> affect on customers' inconvenience and financial planning