Qantas (ASX:QAN) to replace airport service desks with kiosks, app

Airline continues its post-COVID-19 cost-cutting drive, but how will customers feel when there are delays and cancellations at the terminal?
The post Qantas (ASX:QAN) to replace airport service desks with kiosks, app appeared first on Motley Fool Australia. –

service desk closed indicating cost cutting in struggling travel shares

Qantas Airways Limited (ASX: QAN) will be permanently closing its sales desks at airports and reducing the opening hours of lost luggage desks.

This means customers will have to self-service any cancellations and 11th-hour changes through an electronic kiosk, online or on the telephone.

Manned check-in desks will be retained.

The airline confirmed the changes to The Motley Fool on Friday.

“We can’t ignore the efficiencies that come with removing the traditional sales desks, particularly in the current environment,” said Qantas executive manager Phil Capps.

“The main driver is an increasing shift towards people using our app to check in and manage their own bookings, particularly as we expand what the app can do. This was happening before COVID-19 but it has accelerated significantly since.” 

He said “most” employees would be redeployed and about 100 job cuts would come through voluntary redundancies.

The Motley Fool understands the changes will come in the first half of next year. Qantas will be rolling out new functionality in its app and website in January that will contribute to the transition.

Impact on Qantas customers and workers

The Australian Services Union (ASU) expects the changes to result in “hundreds” of job losses.

The union’s assistant national secretary Emeline Gaske said removal of in-person services would impact the most vulnerable customers the most.

“This is a huge problem for all passengers but especially for those needing a little extra help such as infrequent travellers, older Australians and people with a disability,” she said.

“They’re abolishing the sales desk and the service desk including for premium and frequent flyers, meaning everything will be self service and if you have a problem – you’re on your own.”

Gaske claimed Qantas had already trialled – then aborted – technology to replace service desks back in February.

“They’re reheating this proposal at the worst possible time – during a pandemic, in a busy holiday season, as borders are starting to re-open. It’s a recipe for disaster,” she said.

“Whatever can be put online without massive disruption to passengers has already been done. What they’re removing now is the ‘last resort’ customer service people need when all else fails.”

This latest cost-cutting measure comes on top of a September announcement that Qantas would cut more than 2,400 ground crew jobs. The airline just this week added 48,000 seats and 282 flights to its weekly schedule after the Victoria-NSW border was reopened.

These 3 stocks could be the next big movers in 2020

When investing expert Scott Phillips has a stock tip, it can pay to listen. After all, the flagship Motley Fool Share Advisor newsletter he has run for more than eight years has provided thousands of paying members with stock picks that have doubled, tripled or even more.*

In this FREE STOCK REPORT, Scott just revealed what he believes are the 3 ASX stocks for the post COVID world that investors should buy right now while they still can. These stocks are trading at dirt-cheap prices and Scott thinks these could really go gangbusters as we move into ‘the new normal’.

Find out the names of our 3 Post COVID Stocks – For FREE!

*Returns as of 6/8/2020

More reading

Motley Fool contributor Tony Yoo owns shares of Qantas Airways Limited. The Motley Fool Australia has no position in any of the stocks mentioned. We Fools may not all hold the same opinions, but we all believe that considering a diverse range of insights makes us better investors. The Motley Fool has a disclosure policy. This article contains general investment advice only (under AFSL 400691). Authorised by Scott Phillips.

The post Qantas (ASX:QAN) to replace airport service desks with kiosks, app appeared first on Motley Fool Australia.

Trade The World Anywhere & Anytime!

Mobile app platform with over 50,000 global listed securities across 12 markets (over 70% global market capitalisation), right from your Android or iOS device.

Integrated with exclusive trading idea and investment analysis tools to help you find actionable insight on virtually every financial instrument across our 12 global markets, to help you optimise your trading strategies.

Refer Your Friends

Tell your friends about Monex and gift them FREE access to our trading tools.

We respect your privacy and will only send this one email notification to your friends. 

Share With Your Friends

Share on facebook
Share on twitter
Share on linkedin

Monex Trading Tools Access and Usage Terms

The Monex Trading Tools (referred to as ‘tools’ hereafter) are available to you inside your client portal;

To activate access to the tools, you must have a verified and approved trading account and have made a deposit of at least AUD $1000.

An active and funded account with a positive trading balance is required to continue to have access to the tools;

Although the tools are available to you indefinitely, Monex Securities may at it’s discretion disable access to the tools in the future;

Monex securities reserves the right to change these terms and conditions from time to time, as it sees fit, without notice.

Important Notice
iOS & Android App - 12 International Markets & Over 70% Global Market Cap. $0 Brokerage On US Trades. Click Here!