Qantas 2013 Annual Report Download - page 30

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Eligible Qantas
customers can
access more than
50 lounges in
Australia and
around the world.
Our People and Customers
As we transform our business
and deliver our strategy,
we are investing in our
30,000-plus people through
training and new technology.
During 2012/2013 Qantas’ customer
satisfaction ratings reached record levels
on both our international and domestic
networks, a great testament to the hard
work put in by our people in all areas of
the business.
We also saw a signicant improvement
in our employee engagement scores,
including the highest ever score for
customer-facing employees.
»14,000 Qantas front-line staff have
completed intensive customer service
training with a focus on delivering more
personalised and responsive service
inthe airport and on board.
»In the annual Skytrax awards, which
are judged by 18 million travellers,
Qantas was named best airline in
Australia/New Zealand and Jetstar
was named best low-cost carrier in
Australia/New Zealand. Qantas was
also named one of the world’s top
10airlines and Jetstar was named the
world’s second-best low-cost carrier.
»
Australian Traveller
magazine named
Qantas Best Major Australian Airline
and Best Regional Airline in its annual
readers’ choice awards.
»The quality of Qantas’ wines was
once again recognised at the annual
Cellars in the Sky Awards, where we
won more categories than any other
airline (including Best Overall Wine
Cellar). Qantas invests $19 million in the
Australian wine industry each year.
»We launched a new uniform, created
by the acclaimed Australian designer
Martin Grant, to be worn by our
customer-facing employees from
early 2014.
»New Qantas iPhone and Passbook
apps were introduced, making it easier
than ever for customers to manage
their journey from their phone (while
freight customers have a dedicated
app of their own).
»Jetstar became the rst airline
in Australia to introduce live chat
customer service, as part of a customer
service drive looking at all parts of the
airline’s operations.
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