Qantas has announced that it will invest a further $80 million in customer improvements across FY24 in addition to the $150 million previously budgeted, which will be funded from profits. The airline group is seeking to enhance its image with this investment targeting what it called “a number of customer pain points”. Qantas is targeting improvements such as better contact centre resourcing and training, an increase in the number seats that can be redeemed with Frequent Flyer points, more generous recovery support when operational issues arise, a review of longstanding policies for fairness and improvements to the quality of inflight
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