Qantas Tops On-Time Performance Charts in Turbulent Times

Qantas has reaffirmed its position as the most punctual major domestic airline in Australia, despite a challenging operational environment marked by extreme weather and Air Traffic Control workforce shortages. The airline has consistently outperformed its competitors in on-time departures, a key indicator of operational efficiency and customer satisfaction.

December 2023 was particularly testing due to Tropical Cyclone Jasper, which resulted in significant disruptions across northern Queensland, including multiple days of closures at Cairns Airport. Additionally, other major storm activities along the East Coast further complicated operations. Despite these challenges, more than 75% of Qantas flights departed on time in January 2024.

The airline's commitment to operational reliability and customer experience has been evident through its investments announced in September 2023. These initiatives, which are progressively being implemented, include having more spare aircraft on standby, improvements to catering, the introduction of baggage tracking via the Qantas app, and enhanced customer recovery processes during significant disruptions. These efforts have led to a noticeable improvement in the airline's key measure of customer satisfaction (net promoter score), which more than doubled from November to December for both Qantas Domestic and International services.

Qantas' overall performance in 2023 showcased a significant improvement over the previous year, with a 74.1% on-time departure rate, nearly 5 percentage points better than in 2022. The cancellation rate also saw a year-on-year drop. This performance underscores the airline's resilience and adaptability in the face of ongoing industry challenges.