Qantas calls on another consultancy firm to get on top of its operational performance
Following a tumultuous year in 2023, Qantas appears to be righting its wrongs and has called on the services of McKinsey consultants to focus on improving delay and cancellation figures.
McKinsey is the second consultancy firm that Qantas has leant on since its reputational thrashing that played out over the course of last year. In September, the carrier sought the help of Boston Consulting Group (BCG) to win back disgruntled flyers who were angered by the airline’s convoluted COVID credit system, high airfares and lacklustre performance.
McKinsey has been called in for a 12-week project which The Australian reported will focus on improving the carrier’s on-time performance which currently sits around 70 per cent, at least 10 per cent lower than pre-COVID data which saw the on-time performance sitting in the 80’s.
Qantas’ CEO, Vanessa Hudson pledged $230m towards customer service after Alan Joyce left his tenure ahead of schedule which led to the appointment of BCG and was part of “Project Dawn” to help with the ‘transition period’ between CEOs.
Qantas CEO, Vanessa Hudson.
In a note to staff last week – seen by The Australian – Hudson thanked her staff for “fantastic work” over the festive season and said there’s a lot to be excited about in 2024.
The appointment of McKinsey comes in the wake of news that Qantas leads its key competitor, Virgin Australia in timeliness. It is expected the carrier will use the access to McKinsey’s global network to identify and implement worlds-best practices which the firm has done similarly for other carriers.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
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