Qantas says it has “absolutely no plans to introduce buy on board” meals in economy class in place of free snacks, meals and drinks.
Speaking ahead of the relaunch of rival Virgin Australia as a mid-market ‘value oriented’ carrier, under the ownership of private equity firm Bain Capital, Qantas Chief Customer Officer Stephanie Tully says that now more than ever it’s important to remain a full service airline.
“We have absolutely no plans to introduce buy on board,” Tully tells Executive Traveller.
“It’s critically important for our customers across leisure, corporate and small business that we're a premium, full service airline.”
“Our customers are very clear with us about what sort of offering they want at different times of the day, she says. “Even on the shortest routes we plan to give customers a complimentary offering.”
Tully's comments follow speculation that Qantas might seek opportunities to reduce service standards once its long-standing rival abandons the full-service model which it adopted as part of the change from Virgin Blue to Virgin Australia.
“It's quite the opposite, I think it's an opportunity for us to shine, to deliver what our customers want and remind them why we're a full service airline,” Tully tells Executive Traveller
“WiFi is a great example of this – we'll keep offering free, fast WiFi.”
“We’ve actually seen incredible usage of that over the last couple of months, real exponential growth” Tully elaborates, “because I think customers have gotten more used to streaming services during lockdown.”
“So we have no intention of changing those core parts of the Qantas service proposition.”