Qantas 2010 Annual Report Download - page 110

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THE QANTAS GROUP 108
Sustainability Statistics and Notes continued
On-time performance (OTP) is one of the Group’s most important
operational measures. It has a signi cant impact on ef ciency, cost and
customer satisfaction. OTP is especially important for Qantas as a
premium carrier. In 2009/2010 Qantas out-performed all other domestic
carriers for the year for domestic on-time arrivals and departures.
The industrial dispute with the Licensed Aircraft Maintenance Engineers
in 2008 negatively impacted OTP in 2007/2008 and 2008/2009.
QANTAS GROUP DOMESTIC ON-TIME PERFORMANCE (%)
2. Customer
Notes Unit 2010 2009 2008 2007 2006 GRI indicator1
Domestic on-time arrivals (Australia) PR5
Qantas Group % 85.2 80.4 79.4 86.2 84.9
Qantas % 87.4 81.0 79.6 87.1 85.9
QantasLink % 83.7 80.9 80.6 86.0 83.6
Jetstar % 82.9 78.2 76.5 84.5 84.9
Domestic on-time departures (Australia) 5, 6 PR5
Qantas Group % 86.2 81.1 79.7 86.4 85.6
Qantas % 87.7 80.8 79.1 86.7 85.6
QantasLink % 86.8 83.7 82.8 88.0 85.7
Jetstar % 82.1 76.8 78.4 85.9 85.7
Domestic cancellations (Australia) 5, 6 PR5
Qantas Group % 0.8 1.7 1.8 0.8 –
Qantas % 0.8 2.6 2.3 1.0 –
QantasLink % 0.7 1.1 1.2 0.6 –
Jetstar % 1.1 0.9 0.9 0.5 –
Mishandled bags  les per 1,000 passengers
(Qantas and QantasLink)
# 7.39 7.50 8.31 – – PR5
For notes see page 111.
70 75 80 85 90
2009/2010
2008/2009
2007/2008
2006/2007
2005/2006
85.2
86.2
80.4
81.1
79.4
79.7
86.2
86.4
84.9
85.6
ARRIVALS
DEPARTURES