Qantas announces further investment in customer engagement

The Australian airline reveals its next wave of customer engagement strategies in its latest full year results

114248
114248

Qantas CEO Alan Joyce announced the airline will be making further investments in order to leverage record levels of customer engagement.

As part of Qantas' full year report, Joyce revealed customer satisfaction reached record levels in FY2015, which he said was borne out by strong retention of corporate accounts.

Qantas Loyalty reported record underlying EBIT of $315 million, up from $286 million in FY2014 and maintained record customer satisfaction, while continueing to have a clear lead over competitor loyalty programs.

"Qantas Frequent Flyer added 33 new partners and grew its membership to 10.8 million," he said. "At the same time, Qantas Loyalty continued to diversify, with adjacent businesses contributing around 30 per cent of overall earnings growth."

With customers at the heart of the airline group's strategy, Joyce said the $2 billion Qantas Transformation Program has been accompanied by ongoing investment in aircraft, lounges, training, and technology.

"For instance, the refurbishment of Qantas’ A330 fleet is approaching the halfway stage, with 10 already flying across Australia and internationally," he said. "We have new first and business class lounges in Los Angeles and will open our new business lounge in Perth this month. New Brisbane lounges will open from 2016."

Later this year, Jetstar is set to move into a brand new terminal at Melbourne Airport, which Joyce said will make life easier for thousands of customers.

"And we are rolling out new technology, including SMS check-in, a new system to improve handling of flight delays, and a mobile travel app," he added. "

Eight new Boeing 787-9s will also be joining the Qantas International fleet from 2017, to gradually replace five 747s.

The transformation in our industry must be a constant," Joyce said. "The key to sustainability is being able to adapt, and that means we have to maintain the momentum."

Qantas' underlying Profit Before Tax was $975 million for the financial year ended 30 June 2015, representing a turnaround of $1.6 billion compared with FY2014.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

More Videos

Hi,When online retailers establish their multi channel strategy and they are using or will to use live chatbot to support their customers...

Alice Labs Pte. Ltd.

CMO's top 8 martech stories for the week - 6 May 2021

Read more

Thanks for nice information regarding Account-based Marketing. PRO IT MELBOURNE is best SEO Agency in Melbourne have a team of profession...

PRO IT MELBOURNE

Cultivating engaging content in Account-based Marketing (ABM)

Read more

The best part: optimizing your site for SEO enables you to generate high traffic, and hence free B2B lead generation. This is done throug...

Sergiu Alexei

The top 6 content challenges facing B2B firms

Read more

Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

Read more

Check out tiny twig for comfy and soft organic baby clothes.

Morgan mendoza

Binge and The Iconic launch Inactivewear clothing line

Read more

Blog Posts

Getting privacy right in a first-party data world

With continued advances in marketing technology, data privacy continues to play catchup in terms of regulation, safety and use. The laws that do exist are open to interpretation and potential misuse and that has led to consumer mistrust and increasing calls for a stronger regulatory framework to protect personal information.

Furqan Wasif

Head of biddable media, Tug

​Beyond greenwashing: Why brands need to get their house in order first

Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.

Craig Flanders

CEO, Spinach

​The value of collaboration: how to keep it together

Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.

Rich Curtis

CEO, FutureBrand A/NZ

Sign in