From the CEO

We alWays hope that everyone on a Qantas flight is looking forward to a great holiday or getting some rest ahead of an important business trip. But we know that among the 30 million people we carry each year, some may be travelling for reasons that are more challenging. It could be someone heading to a medical appointment or worried about a loved one – or even just a nervous traveller. Thankfully, our crew members, who serve many people experiencing different parts of life’s journey, are very good at spotting when someone might be having a hard time. And the stories of genuine care and compassion on board never fail to make an impact on me.

I read a moving letter recently. Sadly, an Australian woman in London found out that her father was gravely ill. She jumped straight on a flight back home with her young children to be by his side. To make matters worse, she had a back injury and by the time she boarded the aircraft, she had barely slept. “I did not explain any of this to your staff – all they saw was a tired mum travelling solo internationally with two kids,” she wrote.

One of our cabin crew directed her to an empty row of seats, which she had stocked with pillows and blankets. The crew member looked after the kids and kept them busy with toys while their mum got her first proper sleep in days. She wrote to us because she wanted the crew member to know “how much her numerous acts of kindness meant”.

“Just being able to lie flat was such a relief to my spine and it gave me the strength to carry on with all the kids and bags,” she wrote.

We saw that same compassionate spirit during a recent flight from Perth to a remote Western Australian mining town. One of our customers learnt that his young brother had tragically passed away. He needed to get back to Perth then onto Melbourne immediately. The first thing the Captain and crew did was upgrade the man to Business, give him some space and book the next two legs of his journey. The customer had to grab some personal effects in Perth before his onward flight. Not only did the Captain walk with him off the aircraft – he also personally drove him to the customer’s house.

I’m so proud when I hear stories like this because it shows our crew members’ utter commitment to the safety and wellbeing of our passengers. If someone’s going through a difficult situation, I have great faith that our crew will know exactly how to assist.

We don’t just fly planes. We fly people. That means going the extra mile for them, if they need it.

Wherever you’re flying today, have a safe onward journey – and thanks for choosing Qantas.