Qantas reveals new customer approach, eyes higher margins post-COVID

Qantas has unveiled new customer service improvements, sustainability investments and new earnings targets through to 2030 at its first investor day since before the COVID-19 pandemic. The airline expects its margins on international flying to double by 2030 due to its planned extra-long-haul direct services from Australia to Europe and the US, and its deep cost cuts over the pandemic. The group said its domestic business should also deliver fatter margins due to its renewed fleet plan and continued demand. Qantas will overhaul its app towards the end of the year so customers can track their bags and have more control over bookings, after a period marred by customer dissatisfaction over the carrier’s inflexible booking system and a brief increase in lost bags when borders fully reopened in 2022. Qantas will also amend its boarding process from October to improve on-time performance and better recognise members of its frequent-flyer program. Under the changes, Qantas passengers will board in groups based on frequent-flyer status and seat location. The group is also considering changes to the gate layout to reduce congestion and the time passengers spend queuing. The carrier also called on the Albanese government to follow the UK, Europe, the US and Japan in introducing a sustainable aviation fuel blending mandate. Qantas chief delegate and CFO Vanessa Hudson, who will take over as CE from Alan Joyce in November, said the group’s activity must be underpinned by sustainability. “We’re determined to be a leader in this space and that’s supported by the new commitments we’ve made today, as well as calling for more action industry-wide in the form of a sustainable aviation fuel mandate,” she said.<br/>