Sitting here in the SYD DOM QC, imbibing a rather pleasant HP, when I receive an SMS - "Qantas apologises that QF1436 10 AUG from CBR hasbeen cancelled. For more info pls call your travel manager, 131313 within Aust or your local Qantas office."

No dramas, I thought, so I approach the service desk to ascertain what my return flight will be. They scratch their heads, it isn't showing as cancelled in their systems.

But the real worry? They say this happens "all the time" - people are always going up to them to ask about delayed or cancelled flights they have been notified about by SMS, even before the staff are notified, and even before - in this case - the departure control systems have been updated.

I suppose it is a good thing that the first thing they do is notify the passengers, but you would think that the staff at the coal face would be a priority.

Dave