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News : Customer Experience the Focus for Jetstar
Australia, August 12, 2014 -- As it marks 10 years in operation, Jetstar has underlined the customer as its key focus over the next decade, insisting that low fares do not have to mean a low level of experience for its passengers.
Speaking at the CAPA Aviation Summit, group chief executive Jayne Hrdlicka identified poor experience delivery as a "bad business proposition".
"Price is only the entry point for Jetstar customers," she said. "A business that does not have the loyalty of its customers has hidden costs trapped throughout the business."
According to Hrdlicka, low cost carriers are ideally placed to spearhead innovation in customer experience improvements because they are "more agile" in many cases.
"Innovation in my experience drives down cost if it’s done well and it almost always costs less to do the right thing by passengers," she said.
As a result, the last few years had seen Jetstar "redefine and reframe" the way it thinks about delivering to its customers with changes implemented to the structure of its call centre, the introduction of the automated Ask Jess service and the launch of the fuel efficient Boeing 787 Dreamliner.
"The tide is turning," Hrdlicka said, adding that brand metrics are at "all-time highs".
Posted by Veronica Silva Cusi, news correspondent
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About Jetstar Airways:
Jetstar Airways is an Australian low-cost airline headquartered in Melbourne, Australia. It is a wholly owned subsidiary of Qantas, created in response to the threat posed by low-cost airline Virgin Blue.
Published: Wednesday, August 13, 2014