Sat Sep 14 06:36:00 UTC 2024: ## Qantas Invests $230 Million in Customer Experience Overhaul
**Sydney, Australia** – Qantas has announced a multi-million dollar investment in customer satisfaction initiatives, aiming to rebuild trust and confidence in the airline. The carrier has already completed 120 improvements since September 2023, spending $230 million, and plans to implement 100 more over the next year.
CEO Vanessa Hudson acknowledges that while progress has been made, “there’s more work to do.” Qantas is focusing on operational performance, improved food and beverage, enhanced frequent flyer programs, and improved customer recovery processes.
**Investing in the Flying Experience**
The airline has already implemented initiatives focused on improving the flying experience. These include:
* A dedicated team of 50 engineers to refresh cabin interiors.
* Replacing small snacks with hot items on domestic flights.
* Serving alcoholic beverages from midday on domestic flights and premium spirits on international services.
* Introducing group boarding to reduce customer wait times.
**Digital Enhancements**
Qantas has also made significant improvements to digital interactions, including:
* An updated Qantas app with baggage tracking, passport scanning, inbound flight tracking for improved disruption management, a click-to-call feature, and an enhanced Jetstar app.
**Easing Customer Interactions**
The airline has implemented a contact centre training program, recruited 200 people to assist with customer credits and disruption recovery, updated qantas.com to improve booking speed, and digitized and automated customer reimbursements.
**Rewarding Frequent Flyers**
Qantas is adding more than 20 million international and domestic reward seats by the end of 2024, and has increased the number of Classic Flight Reward seats during peak travel periods. The airline has also expanded its Qantas Points earn and burn partnerships.
**Positive Results**
Qantas has seen positive results in customer satisfaction and operational performance. On-time performance has improved by 10 points for Qantas and 8.8 points for Jetstar, while customer net promoter scores have improved by 22 points for Qantas and 19 points for Jetstar.
The airline’s reputation score has also improved to 67 in July, according to RepTrak. Mishandled baggage has been reduced by a third year-on-year, and domestic fares are 8% lower and group international fares are 10% lower, adjusted for inflation.
**New Airbus A321XLR**
Qantas is replacing its Boeing 737 fleet with 28 new Airbus A321XLR aircraft, which will be delivered from April 2024. The aircraft offers a more comfortable flying experience with a quieter cabin, reduced emissions, and the ability to fly longer distances.
The new aircraft will feature a 2-2 configuration in business class and a 3-3 configuration in economy class. Qantas has collaborated with Australian designer David Caon to create a “peaceful and brighter” cabin with features like wider economy seats, leather headrests, dual charging ports, and improved business class seating.
**Continuing Investment**
Qantas CEO Vanessa Hudson emphasizes the importance of continuing investment in customer experience, stating, “Restoring trust and pride in Qantas as the national carrier is our priority.” The airline is committed to delivering for its customers and employees, while building a better and stronger future.
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