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Monday 25 September 2023

Rep rehab: Qantas outlines planned improvements

The beleaguered Qantas Group has signalled a series of planned improvements to its service standards as new CEO Vanessa Hudson gets her teeth into the role after succeeding unpopular Alan Joyce.

Qantas will invest a further $80 million in customer improvements across the financial year 2024 in addition to the $150 million previously budgeted, which will be funded from profits, the airline said in a statement issued today.

The additional investment is aimed at addressing a number of customer ‘pain points’ through improvements such as better contact centre resourcing and training, an increase in the number seats that can be redeemed with Frequent Flyer points, more generous recovery support when operational issues arise, a review of longstanding policies for fairness and improvements to the quality of in-flight catering, the statement said.

Qantas is also working to accelerate some initiatives already underway, such as the re-platforming of the Qantas app.

Qantas and Jetstar expect to carry more than 4 million passengers over the September/October school holidays and football finals period on almost 35,000 domestic and international services.

This compares with around 3.7 million passengers on approximately 28,000 services over the same four week period last year.

New aircraft deliveries and wet-leasing arrangements will help Qantas and Jetstar boost international capacity by 12 percentage points by the end of the calendar year – an increase of almost 50 additional flights a week.

This includes Qantas resuming its Sydney-Shanghai services and starting two new routes, Brisbane-Wellington and Brisbane-Honiara, as well as a new Jetstar service from Brisbane to Tokyo.

Image: Qantas 

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