Qantas CEO: Qantas International is investing in improving customer service
Qantas CEO Alan Joyce, speaking at the CAPA Australia Pacific Aviation Summit, stated (08-Aug-2013) one of the key initiatives introduced to improve the Qantas International business is staff training. Mr Joyce noted 14,000 of the customer facing staff have undergone training and this has improved the business' prospect. Mr Joyce noted engagement is a major priority for the Qantas brand, as it has major impacts on the business's performance. In response the carrier has introduced customer feedback programmes, allowing customers to provide feedback in lounges, during departure, in air and upon arrival. Freedom and flexibility from Qantas management has further improved the delivery of service.