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Qantas Group The Group

Company Structure Qantas Operations << >> Qantas Commercial

CHAPTER THREE Qantas Airways Limited is a public company listedn o Securities Exchange The low fares The premium operates under – Group Loyalty (ASX), and is the principal company within Company Operations airline two divisions: Programs the Qantas Group corporate structure. The Qantas Group’s main business is the incorporates: – Qantas Operations—Cabin Crew, Other Qantas transportation of passengers under two Group businesses, Role of the Board – (Domestic Catering, Customer Experience major — Qantas and Jetstar. The and International) (including Customer Care and suchs a the and Executive Committee Qantas Group also has a diverse portfolio – Jetstar Asia Inflight Services), Engineering, Qantas Frequent The Board of Qantas Airways Limited is of other businesses including Qantas () Flight Operations (Pilots), Ground Flyer Loyalty Frequent Flyer (Loyalty Programs) and Program, generate responsible for setting and reviewing the – Jetstar Pacific Operations (Airports and IOC), Enterprises. third-party strategic direction of the Qantas Group. (Vietnam) and Qantas Aviation The Board, led by the Chairman, comprises Services revenue streams, Other Investments a majority of independent Non-Executive – Qantas Commercial—Alliances, helpingo t insulate Directors who have extensive commercial Qantass i a shareholder of Air Pacific, Commercial Planning, Freight, the company from experience and bring independence, the national airline of Fiji, and of Jetset Marketing, QantasLink, Network the economic ups accountability and judgement to ensure Travelworld Ltd, an integrated travel Aviation and Sales & Distribution and downs of the maximum benefit to stakeholders — including business that includes the Qantas Holidays aviation industry. shareholders, customers, suppliers, and Qantas Business Travel brands and employees, government regulators and Stella Travel Services. Qantas has also members of the community where the acquired , a Western Corporate Centre Group operates. Australian ‘fly-in fly-out’ air charter operator, The day-to-day management of the serving the mining, oil and gas sectors. The Corporate Centre provides guidance and shapes policy and strategic direction. Qantas Group is the responsibility of the It also performs a safeguarding role in terms of compliance and performance monitoring. Chief Executive Officer (CEO) who, together Locations In addition, it provides essential business support functions: with the Executive Committee (ExCo), is Qantas has offices in , the Pacific, responsible for implementing the Board’s Asia, the Americas, Europe, Africa and the – People – Audit & Risk Strategic Plan. Middle East. – Finance (including Procurement – Environment & Resilience and Shared Services) – Safety and Security – Strategy & Technology (including – Public Company 1934 Business Information Solutions and – Legal Qantas Empire Airways Limited is QFuture Transformation) formed with (a – Government & Corporate Affairs predecessor of BOAC and ) holding 50% 14 THE QANTAS GROUP 15

Qantas — Domestic Airports and International FAST Qantas’ domestic and The Qantas Group Qantass i a full-service premium carrier FACT operations provide a range of services delivering a world-class product to Qantas Group and other international The Qantas Group has a diverse and customer experience across a , including check-in, baggage portfoliof o core and support comprehensive domestic and international JETSTAR handling and ramp services and the network.s A well as a global network, has carried more than operation of lounge facilities. The Qantas businesses as outlined below. 50 million passengers since 2004, Qantas benefits include the frequency of Group currently owns and operates its own The work done by many other with more than half travelling for under $100 flights and connectivity, the Frequent Flyer domestic terminals in , , departments in supporting the program, access to lounges, inflight dining , , and Launceston. marketing and operation of a and entertainment, and First, Business, Facilities include Qantas Lounges and flight from origin to destination is Premium Economy and Economy cabins on Jetstar Meeting Rooms and a range of retail and highlighted in the centrefold section. many international services and Business Jetstar markets itself as a low fares leisure food outlets. and Economy on domestic services. Qantas carrier with innovative technology at the Catering trans-Tasman services are operated heartf o its customer experience. Since by Jetconnect, a wholly-owned Qantas launching in 2004, Jetstar has carried Q Catering is a world-leading domestic subsidiary based in . more than 50 million passengers with more and international flight catering service than half travelling for under $100. Jetstar and the largest of its kind in the Southern QantasLink now serves more than 50 destinations Hemisphere, with seven accredited food QantasLink is Australia’s largest regional within Australia, New Zealand, Asia and production centres across Australia. airline, offering a full-service product internationally. The establishment of Working with Qantas consulting chef on jets, Bombardier Q400 Jetstar Asia (Singapore) and Jetstar Pacific , Q Catering produces premium and Bombardier Dash 8 aircraft to 55 (Vietnam) has enabled the Qantas Group inflight cuisine for Qantas. Q Catering destinations within Australia and to Papua to tap into the world’s largest air travel also produces a variety of meals for other New Guinea. QantasLink plays a vital role market: intra-Asia. Jetstar is now the largest airlines, meeting dietary, religious and in providing air services for communities low fares airline in Asia by revenue. Jetstar budgetary requirements. Pre-prepared and businesses in regional Australia and is o due t receive the first of the Group’s meals are produced at the state-of-the art is a strong promoter of regional tourism. new aircraft by the Snap Fresh facility in Brisbane. Q Catering Network Aviation, a specialist charter endf o 2012. and Snap Fresh also cater for non-airline operator, works with QantasLink in businesses including schools, healthcare regional Australia. providers and the defence forces.

1935 Qantas flies overseas for the first time from Brisbane to Singapore 16 THE QANTAS GROUP 17

Around 5 million inflight service items are loaded onto Qantas aircraft every day

Engineering Freight The Qantas Group operates one of Qantas has carried freight since the the largest aircraft engineering and Qantas Aviation Services (Q.A.S.) inaugural service in 1922, and international maintenance organisations in Asia Pacific, Q.A.S businesses provide the following airmail since its first overseas flight in 1935. Loyalty Programs ‘below the wing’ support to the Qantas with a long-established international Freights i transported both on passenger Qantas Frequent Flyer is one of Australia’s Group, other airlines and third parties: reputation for operational excellence and aircraft (Qantas, Jetstar and Jetstar Asia) leading coalition loyalty programs with safety. Engineering has maintenance – — aircraft and dedicated freighter (cargo-only) around eight million members. Members can facilities throughout Australia (where the maintenance and modification for the aircraft. Qantas Freight has its own cargo earn points by flying with Qantas, Jetstar majorityf o the work is conducted) and , Royal Australian Air handling facilities in Sydney, Melbourne, and partner airlines, and also through overseas, providing aircraft maintenance, Force (RAAF), overseas defence contracts Brisbane, Perth and serving everyday activities such as supermarket modifications, refurbishment and engine and aircraft/engine manufacturers the Qantas Group and other major airlines. shopping, eating at restaurants, booking and component repair. Engineering – Fleet Presentation — aircraft interior cleaning Investments in other logistics businesses hotels and travel and paying with a Qantas also provides a comprehensive range and cabin presentation include Australian air Express (AaE) Frequent Flyer linked credit card. Members of technical services, training, supply – Ground Service Equipment — vehicle domestic air freight and Star Track Express can redeem points for Award flights with chain and support with the overall aim of and equipment maintenance retail freight, which are co-owned with Qantas, Jetstar and 25 partner airlines, or delivering safe, high quality services at a (e.g. tugs and trucks) . on more than 2,000 products in the online competitive cost and turnaround time. – Qantas Ground Services — ground Qantas Frequent Flyer store. The program handling services (e.g. baggage handlers rewards the most frequent travellers with and cleaners) Silver, Gold and Platinum memberships — the higher the level, the greater the privileges.

THE QANTAS FREQUENT FLYER » Employees can save the usual joining 1939–45 has around fee (currently $82.50) by joining the Qantas maintains vital air links eight million members Qantas Frequent Flyer program via the and services aircraft for the Allied Forces during World War lI everydayrewards.com.au website. FAST FACT 18 THE QANTAS GROUP 19

On the Ground In the Air FAST Making Every Moment FACT Count for our Customers – Qantas Valet Parking and Qantas Highlights of the new CABIN CREW Drive — customers can drop off their car designed inflight product for the are trained to The End-to-End and proceed straight to check-in or book A380 include: provide medical a limousine to and from selected domestic – First —4 1 private suites including fully flat assistance and both Customer Experience Qantas and Jetstar airports extra wide bed, guest seat, dining table for The Qantas Group is continually investing aircraft have satellite – Faster, smarter check-in — new technology two,7 1 inch entertainment screen, designer in aircraft, product, service and innovative links to physicians facilitates speed and ease through the amenities and pyjamas technology to provide an exceptional domestic airport using Q Bag Tags, Q Card – Business — fully flat Skybed sleeper-seat, experience for customers. Post-Flight Readers and Automatic Bag Drop large in-arm screen, private lounge area, Pre-Flight – Dedicated Check-in — priority boarding and self-service snack bar, designer amenities – Customer Care — a dedicated department and pyjamas respondso t more than 90,000 items of – Pre-Travel Information — available on increased baggage allowance for First, correspondence every year (the Qantas qantas.com, including travel warnings, Business and Premium Economy – Premium Economy — extra wide reclining Customer Charter is available on qantas.com) visas, health, departure tax and conditions – Qantas Clubs and Lounges — offering seat with additional legroom, large – Service Excellence — Qantas Frequent Flyers of carriage complimentary food and drinks, comfortable entertainment screen and self-service snack bar are invited to recognise good customer – Special Arrangements — e can b made for seating and work areas, business facilities servicey b nominating employees for the children travelling alone (Unaccompanied and showers. The flagship international – Economy — ergonomically designed seat eXcel Frequent Flyer People’s Choice Award Minors) and for customers with specific First Lounges offer a full concierge service, with footrest net and individual seatback via qantas.com needs (e.g. a disability, medical condition or restaurant, library and a complimentary entertainment screen fearf o flying) day spa – Inflight Entertainment — on-demand access – Qantas Meeting Rooms — providing to a wide range of movies, television, – Online and Mobile Check-In — allows Jetstar Product customers to select seats and print business meeting and IT facilities in music, audio books, interactive games and Jetstar services offer customers a number boarding passes from 24 hours before domestic terminals destination guides, plus ‘pilot’s eye’ camera of food, drink, entertainment and amenity their flight view from the aircraft options which can be purchased at time – Advance Seat Selection — for eligible – Fine Dining and Wine — restaurant-style Net Promoter Score of booking or onboard. In Jetstar’s long customers at time of booking, plus menus designed by renowned Australian haul international all optiono t purchase exit row seating Qantas uses Net Promoter Score (NPS) chef Neil Perry and award-winning fine meals, drinks, inflight entertainment and for extra legroom to measure its customer experience winesn i First and Business selected by a performance. NPS is based on the panelf o experts comfort packs are included in the fare. In percentage of ‘Promoters’ (customers addition, customers who buy a Business who recommend customers to others) fare can purchase the ‘Business Max’ minus the percentage of ‘Detractors’ option, which provides Qantas Frequent (dissatisfied customers). Flyer points/Status credits, lounge access and ticket refunds.

1947 The Australian Government purchases the shares held by BOAC (formerly Imperial Airways), plus all remaining shares. Qantas operates its first Sydney–London flight in its own right and commences expansion of international routes 20 21

Caring for the environment CHAPTER FOUR

and community Environmental Resources for Employees We all have a personal responsibility to care for the environment at home, at work – Further reducing fuel consumption yb and when we travel. Employees can take minimising aircraft weight, optimising by: navigational flights paths, cruise speeds – Joining the ‘Green Team’ and enjoying the Corporate Social and operational procedures supportf o a volunteer employee network Responsibility and – Setting formal begreen environment targets and access to special environmental Sustainability Protecting the Environment for electricity, water, fuel and waste — and communications and activities (simply email Caring for the environment is not only good monitoring performance to identify [email protected] ) The Qantas Group is committed to for the planet, it also makes good business opportunities – Completing the online Environmental maximising the positive, and minimising sense. The Qantas Group is committed – Enabling customers to offset their share of Awareness Training course available via the negative impacts, that doing business to creating a cleaner future and has flight emissions through Qantas’ Fly Carbon Qantas College hasn o the environment, society and the implemented the following initiatives, to Neutral program (launched in 2007) – Nominating a colleague for an eXcel economy. This involves: date,o t reduce its environmental footprint: – Working with key industry and scientific Environment Award r o coming up with an – protecting the environment – Investing in more fuel-efficient aircraft partners ot make sustainable aviation fuel environmental initiative yourself – upholding world’s best safety practices suchs a the and Boeing (SAF) commercially viable (SAF generates For more information visit – supporting employees’ health and 787 — this helps to reduce fuel burn and lower carbon emissions than traditional qantas.com/environment well-being carbon emissions fossil fuel-based jet fuel) – delivering the highest levels – Supporting not-for-profit environmental of customer care groups ssuch a Landcare Australia, – engaging with local communities Cleanp U Australia, the Great Barrier Reef Foundation and Flora & Fauna International – working with responsible suppliers 1958 FAST – contributing to the economy via Round-the-world FACT services begin, and employment and tourism the following year The Group discloses its sustainability Qantas enters the THE 2010 VOLCANIC ERUPTION jet age with the data annually, and information about in Iceland closed European air

Coral reef photo © 2010 Nina Duric first activitiesn i these areas is available at operated by a space for six days and cost qantas.com/sustainability non-US airline the Qantas Group A$46 million 22 CARING FOR THE ENVIRONMENT AND COMMUNITY 23

Arts: – Australian Ballet – Australian Chamber Orchestra – Opera Australia – Qantas Foundation Encouragement of Reconciliation at Qantas Contemporary Art Award Qantas has a long and proud history – Qantas Spirit of Youth Awards (SOYA) supporting Australia’s Indigenous communities. The Qantas Reconciliation UNICEF Change for Good Action Plan (RAP) details our ongoing TheNICEF U Change for Good initiative commitment to increasing the number collects spare change in any currency of Indigenous employees, connecting from passengers inflight via donation with community, engaging our own envelopes. The Change for Good scheme employees and promoting indigenous Supporting the Community has been adopted by Qantas’ culture throughout the organisation and Qantas Foundation Sharing the Spirit partner airlines as their global charity, and to the broader public. We do this through donations help disadvantaged children Indigenous career initiatives, community The Qantas Foundation, established in 2008 Qantass i proud to support a range of around the world. To date, more than $23 partnerships, inflight entertainment as a charitable trust, assists a number of community, sporting and arts initiatives, million has been raised — and still counting! features, employee uniforms and charitable causes and communities in need including: aircraft livery. by donating money, resources and people’s Community: Workplace Giving For more information email time. Recipients include organisations – Australian of the Year Awards Workplace Giving provides not-for-profit [email protected] or supporting disadvantaged people and – CARE Australia organisations with regular funding. If [email protected] communities, the environment, health, you would like to make a tax-deductible or call 1300 788 460. education, the arts and humanitarian relief. – International Day of People with a Disability donationo t a charity of your choice on a As Qantas pays for all the operating costs – National Breast Cancer Foundation regular basis, visit the Qantas Workplace Crisis Response of the Foundation, every dollar raised goes – Red Dust Role Models (supporting youth Giving page on the Intranet to set up a Qantas has a long history of offering support directlyo t its intended purpose. To donate, in remote communities) salary deduction or call PeopleConnect on and assistance in times of need and often please visit qantas.com/foundation – Royal Institute for Deaf and Blind Children 1300 303 411 (internal 86111). coordinates a wide-scale incident response – UNICEF ton a emergency or natural disaster, such Sport: as the Asian tsunami and Bali bombings. – Australian Olympic Committee » For information on how to get involved – Qantas Socceroos (Football) IN 2010 beyond your day-to-day role, see – Qantas Wallabies (Rugby) the Qantas Group ‘Volunteering’ in the Working at Qantas invested more than section of this guide. 1966 $90 million to support Wilmot retires as Australian tourism and jobs Chairman after 46 yearsf o service FAST FACT