Qantas commits $51Mn for call center, service upgrades
SYDNEY, AUSTRALIA — In response to recent service challenges, Qantas has earmarked AU$80 million (US$51 million) for customer service enhancements, emphasizing call center upgrades.
The move comes in the wake of an apology from Qantas’ new CEO, Vanessa Hudson, for the airline’s recent lapses. Hudson acknowledged the frustrations of customers, stating, “We haven’t delivered the way we should have, and we’ve often been hard to deal with.”
This announcement also follows the Australian High Court’s decision earlier this month, ruling against Qantas for the unlawful outsourcing of 1,700 ground handler jobs during the COVID-19 pandemic.
The new investment will focus on refining the airline’s call centers, increasing frequent flyer seat availability, elevating in-flight catering quality, revising company policies for enhanced fairness, and modernizing its mobile application to serve customers better.
This AU$80 million commitment supplements the previously designated AU$150 million (US$96 million) for similar customer-focused projects, sourced from the airline’s profits.
While Qantas highlighted an expected AU$200 million (US$129 million) rise in fuel costs in the first half of 2024, the company intends to absorb these increases.
Moreover, Qantas and Jetstar are set to expand their international capacity by 12%, supported by the reintroduction of routes like Sydney to Shanghai and the launch of new services from Brisbane to Tokyo.
Hudson emphasized the airline’s dedication to its patrons, adding, “I know that our people have tried their absolute best under very difficult circumstances. I want you to know we’re determined to fix it, to improve the experience for you and to support our people better.”
