QF to revamp services

QANTAS has revealed a raft of enhanced customer service changes to its business are coming before the end of the year ( TD breaking news), including an overhaul of its Qantas app, changes to boarding processes from Oct, and a “significantly expanded” range of Frequent Flyer redemptions.

Flagged changes to the app will include more ways for the carrier to incentivise direct Qantas.com bookings, as well as live baggage updates, greater loyalty integration, disruption alerts, and faster check-in options.

Qantas also revealed plans to grow its loyalty base by about 3% a year by diversifying its redemption offering with smaller, more attainable rewards for more frequent engagement, while the airline will also look to grow new members by offering rewards when travellers book directly.

Improved onboarding processes via the app will also make it easier for Qantas to link customers with loyalty partners when they join the program.

Qantas Business Rewards, which now claims engagement from 20% of Australia’s small and medium companies, will also see investment to deliver “end-toend business travel and travel management capabilities”.

Meanwhile Qantas has heralded its new A220, B787 and A320 aircraft as changing what the business can offer in the way of new routes and comfortable cabins, while large investments will continue to upgrade its global lounge network, smart airport technology, and F&B products in the air and on the ground.

CEO Alan Joyce said Qantas is now a “structurally different business” than it was before COVID, and new tech is central to its growth plans - more on Qantas on p4 and p6.