From the CEO
I spend a lot of time talking to Qantas passengers, particularly when I’m flying somewhere. It’s a great opportunity to get raw feedback on how customers feel about our service and what makes a difference to their journey.
Needless to say, we don’t get it right every time and it’s important to find out where we can improve. But I’m pleased to say the majority of what I hear is positive. Some of it is about our aircraft or lounges. The Frequent Flyer program comes up often. So do places customers would like us to fly.
What people appreciate most, based on the stories I’ve been told, is when someone from Qantas has gone above and beyond.
Like the cabin crew member who, without being asked, paid special attention to a passenger with a broken wrist, right down to opening a bag of pretzels before handing them to her. Or the two engineers in Alice Springs, who had finished for the night but headed back to the airport, just in case, as soon as they heard that one of our international flights was diverting there because of a sick passenger. And the off-duty airport manager who, after disembarking a flight, noticed that a fellow passenger, waiting for his luggage, appeared to be distressed. When he learned that the passenger had misplaced his laptop on board, he took him back to the aircraft to help locate it.
These are simple gestures but they have a big impact. And while our people are highly trained, you can’t put any of this in a manual – it has to be in the organisation’s DNA. Ultimately, it’s also a reflection of our passengers. It’s their loyalty to the airline, which can span decades, that means we’re successful. Our people know that and want to pay it back.
Qantas is known for its safety and you’ll notice an important call-out this summer. If you’re flying with us to somewhere coastal in Australia, you’ll see we’ve added a beach safety announcement on arrival, reminding everyone to only swim at patrolled beaches between the red and yellow flags. It’s an especially vital message for tourists (both domestic and international), as it’s noted they’re often assisted or rescued by surf lifesavers. We make the announcement because we care about our passengers and want to go above and beyond.
On behalf of everyone at Qantas, I’d like to wish you a happy and safe new year ahead.