Investor Presentaiton

STRATEGY & TRANSFORMATION Customer data facilitates seamless disruption management Managing disrupted flights operationally Minimising disruptions for more valuable customers is key to decision-making when managing flight disruptions • Assessing customer value considers: - Qantas Frequent Flyer tier - Whether managed corporate / SME¹ flyer Recent customer revenue to Group - Prior disruption history < People Disruption Management: Insights Aid Operations and the Customer Journey Booking #ZEMBQK Baggage < Seats Select new flight out Operated by: Qantaslink - National Jet Systems Your flight booking has changed Flights OLD FLIGHT 09:40 11:40 (2h 00m) Non-stop RECOMMENDED SELECT MANAGE AQF1570 Managing disrupted customer journey • . Once operational disruption occurs, affected customers are notified via e-mail or SMS, and directed to qantas.com (desktop and mobile) Customers have the option to: accept a proposed new flight, change to an alternative flight, or cancel and request refund / voucher The initial new flight proposed depends on customer value NEW FLIGHT JUN Melbourne to Coffs Harbour 27 11:40 13:35 1h 55m 08:30 12:35 (4h 05m) Stops in Sydney QF416 QF2108 JUN 27 Melbourne to Coffs Harbour 09:40 11:40 2h 00m 08:30 17:20 (8h 50m) Stops in Sydney SELECT 14:25 2h 05m AQF416 QF2116 JUL 04 Coffs Harbour to Melbourne 712:20 Accept changes Change flights FLIGHT OUT Selected Flight Out Cancel this booking Sat, 27 Jun 2015 Check out 08:30 12:35 1 stop (4h 05m) 1. SME: Small and medium-sized enterprises. 53

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