Qantas 2013 Annual Report Download - page 172
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170
Sustainability Statistics and Notes continued
3. Customer
On time performance is one of the Group’s most important operational measures and has a signicant impact on efciency, cost
and customer experience and satisfaction. This operational measure is especially important for Qantas Airlines and QantasLink,
whose services are targeted at premium business customers.
Key Performance Indicators Unit 2013 2012
Australian domestic on time departures %
Qantas Airlines 84.7 84.4
QantasLink 78.8 77.7
Jetstar 75.6 76.6
Qantas Group 80.1 80.1
Australian domestic on time arrivals %
Qantas Airlines 82.8 83.4
QantasLink 75.4 75.3
Jetstar 76.1 77.6
Qantas Group 78.3 79.1
Australian domestic cancellations %
Qantas Airlines 1.6 1.7
QantasLink 2.5 2.0
Jetstar 1.3 1.6
Qantas Group 1.8 1.8
Qantas was the most on time major domestic airline for 2012/2013, for jet operations greater than 10,000 sectors and outperformed
our major domestic competitor.
This consistent on time performance has contributed to Qantas Domestic reaching the highest level of domestic customer
satisfaction ever achieved.