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Qantas CEO Vanessa Hudson has been speaking to the media from Sydney, following this morning’s profit announcement.
(We have all the details around this earlier in the blog, if you scroll through some of our most recent posts).
Hudson said Qantas wants to be “trusted to recover better than ever”, and said:
We are investing in putting more people in the contact centres so we can service and respond to customers as quickly as possible.
She also gave a shout-out directly to Qantas employees:
I want to also finish with a callout to you, our people, again. We know how important it is to us, you are our most important asset and I will never forget that. Having your back is my number one focus, to make sure that you have what you need to deliver the best for our customers.
Email link16m ago17.24 EST
Qantas to begin proactively refunding credits
Qantas will begin proactively refunding customers still holding Covid credits, as the airline continues to hold almost $500m in unclaimed credits.
Last year, hundreds of millions of dollars in Covid credits that Qantas held were set to expire, before the airline, in the face of intense scrutiny from customers and politicians, abolished the expiry deadline for all credits and vowed to offer cash refunds to some customers.
Qantas will now trial a program to proactively refund customers whose credit cards from their initial purchases have since expired.
Qantas has worked with banking partners to establish a new process that means the airline can now trial proactive refunds with a safeguard in place if the original payment method (typically, a credit card) is no longer valid.
While a large percentage of credit cards have likely expired, this new mechanism makes it a more practical refund option to try.
In practical terms, customers will receive an email from Qantas if the value of their Covid credit has been successfully refunded through this trial.
Qantas said more than 75% of the $2bn in Covid credits it held has now been redeemed for travel or refunded to customers. The outstanding credit balance has now dropped to $468m.
Email link21m ago17.19 EST
Qantas still soaring out of pandemic
While Qantas’ profits have slid from last year’s record numbers, they are still much higher than the airline’s pre-pandemic figures.
By comparison, in the last six months of 2019, Qantas…
2024-02-21 17:30:10
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