Investor Presentaiton
QANTAS DOMESTIC
Customer experiences that earn a revenue premium
Targeted investment, innovation driving customer advocacy
Service Leadership and Training
•
Reach across all frontline people
•
Driver of advocacy and airline choice
Airport Transformation
•
•
New technology auto check in
Labour costs reduced by 13%
Airport & Lounge Experience
ARRIVAL
•
New Darwin, Brisbane lounges
•
Terminal investments: Perth and regional WA¹
Accor lounge service provider
Fleet
Record Operational NPS
Result in FY153
>60%
lift
FY11
FY12
FY13
FY14
•
Domestic A330 reconfiguration; 3 complete²
•
B737 reconfiguration from mid-2015
Food, Beverage and Service
•
More lounge and in-flight menu choices
•
In-flight meal service window increased
+18pts
Lead
Qantas Domestic
Virgin Domestic
FY15
Operational NPS measures end-to-end of a
customer's journey and determines areas of focus
for service improvements
1. Western Australia. 2. As at 12 May 2015. 3. Record occurred in 3QFY15. Source: Qantas Domestic Operational NPS, Virgin Australia NPS Benchmarking.
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