RUNNING AN AIRLINE A Day in the Life of QF31 — and the Introduction of the A380 into the Fleet FOLD OUT HERE FOLD OUT HERE

RUNNING AN AIRLINE

10 Years Out 10 Years Out (continued)

Board paper submitted and Qantas Board First Qantas First Qantas A380 (VH-OQA) Qantas commences A380 Qantas approved for purchase of 12 A380s approves purchase Pilots trained on delivered to the airline QF31 services to London via A380 fleet of 8 additional A380s A380 simulator Pre-entry into service comprises activity: A380 turnaround 12 (fleet of 20 tests in Sydney and Board approved Initial inflight services First A380 catering , cabin testing expected by development truck delivered modification to and 24/7 training program* 2014) involving Engineering to Qantas design A380 layout to and Cabin Crew specifications suit changing market requirements

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(November) (16 January) (October) October (December) ) (20 October) (November) (9 21 September (December) 2000 ( 2009 2009 2009 2008 2010 (October) 2008 2011 November 2008 2001 ( 2002 (October) (October) (February) (June) (July) 2005 Temporary grounding 2006 2007 2007 2007 2007 of A380 fleet to allow First Qantas A380 engine modification commercial flight Melbourne (full services resumed A380 visits to Los Angeles January 2011) Sydney, Melbourne Qantas A380 cabin and Brisbane for design launched to the Qantas A380 fleet comprises Qantas 85th birthday world, and Engineering CASA presents A380 Air Operator 6 aircraft allowing daily celebrations training commenced Certificate (AOC) to Qantas services (QF31/32) to London

Qantas A380 Program launched, and design work commences on Hangar 96 (home of the A380) *24/7 training program for Engineering, Airports, Ramp, Catering, Pilots, dedicated A380 Cabin Crew, A380 cabin layout modified to fit the aircraft Fire Brigade, Army and Anti-Terrorism Unit, and any other party to come into contact with the aircraft. RUNNING AN AIRLINE RUNNING AN AIRLINE

IOC BOBCAT slots QF31 departs QF31 arrives published (Bay of from Singapore in London The IOC (Integrated Operations Centre) A Day in the Life of QF31—Day of Departure (Sydney–Singapore–London) Flight Dispatch Bengal Cooperative QF31 arrives is the airline’s 24/7 operational hub. bid for slots over Air Traffic Flow in Singapore Qantas operates around 350 domestic Bay of Bengal Management System) (transit 1 hour Running an airline is a complex business. Just getting an aircraft ‘A Day in the Life of QF31’ illustrates how this all comes together — and 85 international flights every day, 30 mins) ready and off the ground involves at least eight separate supply chain the start to finish process of marketing and operating a flight from carrying nearly 70,000 customers in total. mins mins processes including Passenger, Baggage, Engineering, Catering, Fuel, origin to destination. A team of up to 100 people manages all 30 50 of these flights to plan and deliver a safe Cleaners, Cabin Crew and Flight Crew. hours and on-time airline operation. hours hours hours 8 9 Flight Watch in the IOC 6 + min + + 2 All hold 1 +3 commences monitoring + Cabin Crew arrive on General of QF31 flight path and doors closed Aircraft’s zero fuel weight provided by Load Flight Crew sign on aircraft and commence day boarding en route weather 1 + Control for use in flight plan calculations and receive flight pre-departure checks commences plans plus weather

and engineering mins mins Cabin Crew sign Captain finalises 0 mins 3 on and receive briefs if required 5 – fuel figures mins mins Engineering commence mins 6 – briefing mins mins 1 – aircraft checks mins 5 2 –0 – 10 1 mins mins 3 –0 Aircraft – 80 mins –0 4 pushes back 1 mins mins mins 4 –0 – 35 and 9 mins mins –3 Boarding closes mins mins 5 commences –5 9 6 –0 8 7 – 55 Passenger –0 –0 taxiing, –5 –0 Flight Crew Clearance sent automated commence external to Load Control signal records Check-in aircraft checks Loading of bags Final Load departure opens at Water and and freight Provisional Load Sheet time Sydney Flight Planning commences waste commences Sheet sent to transmitted to for QF31 — including precise service at port of departure aircraft Pre-departure activity is repeated routing, weather checks and Aerobridge Daily review commences including check-in, cleaning, catering fuel calculations steps All ground On-Time Performance of Qantas and Flight Watch for SIN–LHR sector on-time connected Load Control sends equipment clear Weather A flight is defined as ‘on-time’ if Assessment of airports Pre-boarding performance Fuel loaded loading instructions Passenger Weather has a significant effect on airlines. The QMET department it departs within 15 minutes of (diversion and emergency commences for those Once loading is across the (weight and balance) to doors closed (Qantas Meteorological) interprets the weather forecast to predict the departure time shown in ports availability) requiring special complete, Ramp network Ramp Services and aerobridges how Qantas operations may be affected. For example, QMET may the carrier’s schedule. Second assistance Clearance is sent Flight Planning commences for QF31 retracted recommend carrying additional fuel because it anticipates that the to safety, on-time performance to Load Control ex Singapore, including routing, Full cabin cleaning and dressing forecast will be amended at a later stage, or may recommend a remains the highest priority for (tail number of the aircraft weather checks and fuel calculations operating), passenger and freight figures Catering loads food, beverages, onboard certain route to be flown to avoid a particular weather event. Flight Qantas Group airlines as a major entered into payload worksheets amenities and all inflight service equipment Final boarding call Crew receive a weather brief when signing on prior to departure. driver of customer satisfaction. FOLD OUT HERE FOLD OUT HERE

RUNNING AN AIRLINE

International Network Planning and Scheduling: A n Day i the Life of QF31  – 18 months to – 48 hours Network Planning produces a schedule Yield Operations: — One Year Out to meet the lines of flying (route network) – 355 days to Departure and the number and types of aircraft (capacity) desired by the business. The Yield Operations loads the schedule into schedule is published up to one year in selling systems around the world at – 355 – 355 days advance, with seasonal adjustments twice days out, and manages any variations to Schedule Distribution publishes flight in – 10 months a year based on the IATA Northern Winter the schedule right up until departure. This Amadeus and opens up for commercial sale includes operational disruptions, which Inflight Services (November–March) and Northern Summer may necessitate change of aircraft (in designs and develops (April–October) timeframe. Airlines apply to conjunction with the IOC) and/or transfer – 6 months menu (menu cards IATA for slot timings 6 months in advance of passengers to other flights. Oversales IOC (Integrated Operation Centre) assesses printed at – 3 months) of each season’s schedule. Adjustments to schedule (after seasonal adjustments) to the schedule for operational reasons (e.g. (overbookings) are reviewed between check operationally viable change of aircraft) continue to occur right up – 48 and – 24 hours before departure, with – 12 weeks until the day of operation. a view to upgrading eligible Frequent Inflight Services sends Flyers. (Airlines overbook flights in the – 6-8 weeks catering specifications Pricing and Inventory: knowledge that some passengers with Network Allocations and Capacity to caterers – 355 days to – 48 hours flexible tickets will ‘no show’). In the event of insufficient capacity, some passengers allocate flight numbers to aircraft tail The Pricing and Inventory teams work may be transferred to other flights. together to maximise passenger revenue on weeks – 4-8 each flight. They do this by determining how – 4 weeks Crew bidding opens many seats should be sold at each price Monthly Operations Intelligence point on each flight. Competitor activity and meeting held to ensure customer demand are constantly monitored, operational readiness with the availability of seats at particular – 48 hours price points altered accordingly every few Airport staff rostered Operations Control manages days. Peak selling activity occurs from six recovery plan (e.g. change of months to one month before departure date. aircraft) for any disruption to – 24 hours scheduled departure of QF31 until touchdown in LHR Engineering checks aircraft for Pilot flight simulator training — 3 or 4 sessions per annum, depending on aircraft type any serviceability issues Pilot training in Emergency Procedures — 1 session per annum Yield Operations takes control Pilot route checks — 1 per annum of passenger inventory of QF31 Cabin Crew training in Emergency Procedures — 2 sessions per annum and manages until arrival in LHR Engineering ‘A’ check on the aircraft—every 750 hours and Heavy ‘C’ check every 24 months Flight Dispatch preliminary Engineers recurrent training—every 2 years and licence training as required review of flight planning RUNNING AN AIRLINE RUNNINGRUNNING ANAN AIRLINEAIRLINE

FAST FACT

QANTAS.COM Marketing averages eight million visits each Qantas undertakes a range of marketing month and is activities to promote the brand, launch recognised as new products and communicate sales Australia’s number promotions. Media used includes one travel website television, radio, print media (newspapers, magazines), outdoor (billboards), online (qantas.com, paid and social media) and sponsorships. In addition, customers are communicated with directly via the Sales and Distribution Frequent Flyer loyalty program and Qantas distributes its product via Qantas indirectly via travel agents. Qantas’ famous Telephone Sales, Qantas Travel centres, TV commercial “I still call Australia home” travel agents, travel wholesalers such as has run successfully for a number of years Qantas Holidays and the internet, and with the most recent rendition sung in an works closely with global distribution Indigenous tongue. systems (such as Amadeus, Galileo and Sabre). Qantas.com is Australia’s number one travel site and around fifty per cent of Qantas’ domestic bookings in Australia are made using the site. Qantas also manages travel accounts for corporate companies and government departments and group travel to special events such as conferences and sporting fixtures.