Qantas is preparing to unleash more seats to book with frequent flyer points, addressing a key complaint of customers since post-pandemic travel came surging back.
Hiring more Australian telephone support rather than boosting offshore call centres is also on the cards as the airline scrambles to find a new trajectory and soar out of the headwinds caused by recent well-documented woes.
A sweeping review of long-standing policies and practices will also be carried out with the aim of reducing ‘pain points’, such as the $60 fee for changing a passenger’s name on a ticket.
Executive Traveller understands these are just some of the moves being made by newly-minted Qantas Group CEO Vanessa Hudson, who today reached out to the public in a short video message saying “I know that we have let you down in many ways, and for that, I’m sorry.”
“We want to get back to the national carrier that Australians can be proud of, that’s known for going above and beyond. We understand we need to earn your trust back, not with what we say, but what we do and how we behave.”
“This is going to take time and I ask for your patience,” Hudson said, promising that “the work is already underway.”
In addition to “reviewing all of our customer policies to make sure they’re fair,” Hudson pledged the airline would give its frontline teams “more flexibility to better help you when things don’t go to plan.”
This is already seeing airport staff once again able to provide vouchers to passengers impacted by delayed flights.
Hudson has tasked her executive team with delivering quick wins which make a tangible difference to travellers and how they feel about the airline.
And there’s certainly no shortage of ideas: our own article on What’s next for Qantas in the post-Alan Joyce era? resulted in over one hundred constructive comments from Executive Traveller readers on how Hudson could help get Qantas back to its best.