Qantas 2008 Annual Report Download - page 16

85%85%
Customer satisfaction with Premium Economy
is already very high at over 85 per cent.
14 Qantas Annual Report 2008
• Qantas announced in March 2008 it would open a new Customer
Service Centre of Excellence in Sydney to provide enhanced
training for over 18,000 managers and frontline staff across the
Qantas Group including telephone sales, cabin crew and airport
staff. The Centre, opening in December 2008, will refine the
airline’s service performance to match its premium product on the
ground and in the air. In addition to modern classroom facilities,
the purpose-built Centre will feature zones dedicated to First,
Business, Premium Economy and Economy offerings.
• Enhancements to the First class bedding and sleep products
were introduced in June 2008, including new soft furnishings
and pyjamas with matching accessories by Akira Isogawa.
Other additions include larger amenities collections designed by
Collette Dinnigan and Akira Isogawa and with products by Payot.
• Qantas unveiled new-look interiors in its First and Economy
cabins for the entire B747- 400 fleet. Marc Newson designed a
fresh colour scheme and new seat fabrics, curtains and carpets.
Larger inflight entertainment screens for First class have also
been installed.
• Qantas introduced its Cityflyer brand to the New Zealand
domestic market, backed by a multi-million dollar investment
in product and service. Qantas Club lounges in Auckland,
Christchurch and Wellington underwent a $3 million upgrade
including new fittings and furnishings. QuickCheck kiosks
were installed at Auckland, Christchurch and Wellington
domestic terminals.
• Qantas opened its new lounges at Tokyo’s Narita Airport in July
2007 and at the Tom Bradley International Terminal in Los Angeles
in November 2007.
Domestic
Qantas remains the airline of choice for
Australian business travellers with its strong
brand positioning, extensive network, schedule
frequency and full service product offering.
Qantas recorded a strong performance in the domestic market
in 2007/08, with overall capacity growth of 4.8 per cent over the
previous year to offer 23 million seats across its domestic network.
The Qantas Group has continued to adapt the mix of Qantas,
QantasLink and Jetstar services on domestic routes to best meet
market needs and retain the flexibility to respond to changes
in demand.
Network Developments
• In Western Australia, Qantas increased capacity in 2007/08
with an additional 11 weekly services between Perth and Port
Hedland, three between Perth and Broome, two between
Perth and Newman and 11 between Perth and Karratha. Two new
services and a range of aircraft upgrades enabled Qantas to boost
capacity on the Perth-Kalgoorlie route. All B747-300 aircraft
operating between Melbourne and Perth have been replaced with
A330-200 aircraft and B747-300 aircraft on the Sydney-Perth
route are being progressively replaced with A330-200
and B767-300 aircraft. Capacity on the Perth-Brisbane route
was also increased and a new weekly B737-800 service from
Karratha to Brisbane was introduced in November 2007.
• Capacity was increased to the Northern Territory, including
the addition of four B737-800 services per week between Alice
Springs and the east coast during the high season. A high season
daily daylight B737-800 service between Sydney and Darwin was
also introduced.
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