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 CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Is your content marketing missing the mark?

Does it ever seem like the content you create falls flat on its face or that the leads you’re generating aren’t worth following up?

Dan Ratner

managing director, uberbrand

​ Creating a purpose-driven brand

So you want to be a brand with purpose. But what does it actually mean to build a brand with real meaning?

Paul Chappell

Partner and managing director, Brand + Story

Customer experience crisis: Proactively mitigating the risk of broken promises

Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.

Grate post, thanks for the post.No matter what your business is, if you do no not rank among the top most search results of Google, Yahoo...

Rahul

Image intelligence:10 must-see infographics for marketers

Read more

Thank you Shane Blandford for carrying my Smarketing vision into KM !

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

Read more

Thanks for helping me putting those threads of thoughts together. Simplification and connection - neat idea.

Mark Bayly

Tips from IAG on how to craft human-centred design

Read more

The problem with Box is that they made a couple of big mistakes - they first hired a bunch of unprepared kids and gave them big roles and...

Tim Woods

CMO interview: Why Box's marketing chief is rewarding staff for failing

Read more

At this point, being hit hard will also be subject for a detailed study. In honesty, too early to tell but there are precedents to follow...

Sean Lindeman

Australian Government to abolish 457 visa program

Read more

Latest Podcast

More podcasts

Sign in