From the CEO

Qantas - - QNEWS. - Alan Joyce CEO, Qan­tas

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.

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