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QANTAS DOMESTIC Delivering at the right cost through Qantas Transformation Case study: direct distribution Booking F04830 CHANGE FLIGHTS Sydney to London Petro SA 2014 London Heathrow) to Sydney CLOSE When in London CONTINUE Sales and customer management is changing Customers moving to and preferring online and mobile interactions for bookings Contact centres still essential as touchpoint for premium customer service Qantas Direct is transforming and restructuring Investment in online and mobile platforms delivering improved customer experience Right-sizing operations, flexible labour structure ↓10% Contact centre demand¹ 1. July 2014-March 2015 versus July 2013-March 2014. 15% Qantas Direct revenue¹ 77

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