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Qantas unveils major changes to frequent flyer program and a bumper $1.46bn profit
Airline to allow members to roll over status credits, which unlock lounge access, priority boarding and baggage allowances
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Qantas is overhauling its frequent flyer program to entice members to climb its vaunted membership tiers, in changes designed to prevent customers from switching to rival schemes.
The reforms, described by the airline as the “biggest changes to status in program history”, have been unveiled during a hugely profitable period for Qantas, with revenue rising across its domestic, international and loyalty scheme businesses.
On Thursday, Qantas announced planned changes to the loyalty scheme to allow members to roll over some of their status credits – the currency used to determine membership tiers – helping people reach or maintain high levels such as gold and platinum.
Why Qantas’ big profit came with frequent-flyer treats (and cost cuts)
The airline’s record profit demonstrates Vanessa Hudson’s big growth plan. But it also shows there will be turbulence to go through to get there.
The last time Qantas delivered a record profit, in August 2023, it turned out to be the beginning of the end for Alan Joyce. That result quickly came to be used as evidence that the national carrier had got the balance between customers, staff and shareholders badly wrong.
The record December-half number delivered by Joyce’s successor, Vanessa Hudson – $1.5 billion on an underlying basis – lands with Qantas’ reputation in a very different place. Qantas customer satisfaction scores have recovered from the 2023-24 crisis, its brand perception continues to lift, staff engagement is solid and attrition is steady.
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