Can't say I'm surprised to see Qantas performing so poorly after flying with them for business last week. An hour delay due to an unavoidable technical issue requiring a plane change on the way there, then 2 hour delay to my return flight in the evening.
The further delay likely related to the original delay so I guess that may have been unavoidable.
The poor service is what left me disappointed though. Firstly when checking in to return the attendant did not even offer to look for available seats on the earlier flights which had also been delayed. I potentially could have boarded a flight to leave the same time If I had known but didn't see it had been delayed until it closed. I managed to get on an (90 minute delay instead) earlier flight by going to another Qantas customer service desk and asking after I had already been waiting 45 minutes.
Since I knew I was being delayed I went and got dinner, rather than eating at 9pm when I got home. After eating Qantas broadcast on the loudspeaker that presenting your boarding pass at any food outlet, your meal would be complimentary. This would have been nice to know when I realised my flight was delayed 2 hours at check in, much like when the service desk attendant informed me I would be afforded Qantas Club privileges also with around 15 minutes to boarding my revised flight home.
Why would you pay any premium above a discount airline to fly Qantas if that's the way they look after you unless you continually follow up? Delays are certainly unavoidable, but considering the delay was from early in the day and all flights appeared to be delayed, they should have resolved how they would compensate passengers and advised them on check in. Taking customers for granted is why they are leaving.
Funnily enough my housemate worked for Jetstar until a month ago and whenever a delay was apparent when a customer checked in, they would transfer them to an earlier flight if one was available and had seats available and would offer food vouchers to try and compensate for the delay. Interesting that the discount arm can manage this but not the full service arm.