Qantas 2009 Annual Report Download - page 4
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A Transformative Year
Restoring our Reputation
A priority for the new management team,
led by Chief Executive Officer Alan Joyce,
was to restore Qantas’ reputation for safety
and reliability, which had been damaged by an
industrial dispute and subsequent maintenance
backlog; and two inflight incidents. By January
2009, Qantas had regained its industry
leadership in domestic on-time performance.
In March 2009, on the basis of its preliminary
investigations, the Australian Transport Safety
Bureau found the inflight incidents were
related to manufacturing faults beyond Qantas’
control. And in June 2009, monthly customer
satisfaction reached its highest level since 2003.
Confronting the Crisis
The impact of the global financial crisis on
airlines has been severe and the downturn
may be prolonged. The Qantas Group
reacted faster than almost any other airline,
announcing decisive measures from
November 2008 and throughout the
following months to ensure the Qantas
Group remains strong through this
challenging period. For the Group, these
trading conditions also represent an
opportunity to transform and emerge
stronger and more competitive.
2008/09 was a year of
change and challenge for
the Qantas Group.
2 Qantas Annual Report 2009