Qantas

Published on 09-Nov-2012

"Next Generation Check-in provides our customers with a smarter, faster check-in experience and we’re excited to be delivering this technology for customers…The Q Bag Tag is a cutting-edge innovation and Qantas is proud to be the first airline to introduce this world-leading technology to our customers." - Alan Joyce, CEO, Qantas

Customer:
Qantas

Industry:
Travel & Transportation

Deployment country:
Australia

Solution:
Application Design-Build-Manage, Customer Relationship Management, Development & Technology Adoption, IBM Research, Smarter Planet, System z Software

Smarter Planet:
Smart Products, Smarter Cities, Smarter Transportation

Overview

Qantas is Australia’s largest domestic and international airline. It is recognized as one of the world’s leading long-distance airlines, having pioneered services from Australia to North America and Europe. The Qantas Group employs approximately 36,000 people, 93 percent of whom are based within Australia, and offers services across a network covering 151 destinations in 38 countries.

Business need:
Airline travel today is often characterized by inconvenience, frustration and long lines—even before a passenger gets to the security checkpoint. Qantas wanted to change all that, and bring back customer service, convenience and ease of travel, especially for its premium frequent flyers. With a vision of creating a next-generation airport, Qantas sought to automate as much of the predeparture process as possible, giving passengers a greater opportunity to relax, work and shop as they waited to board their planes.

Solution:
Qantas is transforming the predeparture process by automating its check-in, baggage drop and boarding process using smart-card RFID technology embedded in its frequent flyer Q Cards and Q Bag Tags, and using smart kiosks and baggage handling technology for all flyers. For frequent flyers, the Q Bag Tag replaces paper baggage tags, and provides insight as bags are traced through the journey, helping reduce the number of lost bags, and helping improve passenger satisfaction. Real-time information and rules-based analysis help provide the right service to each customer.

Benefits:
Reduces check-in time by 75 percent for premium, and by 50-60 percent for non-premium, customers Improves throughput in the departure concourse by almost 100 percent, nearly eliminating queues Leverages and reinforces frequent-flyer and brand loyalty through new, improved and differentiated products

Case Study

Qantas is Australia’s largest domestic and international airline. It is recognized as one of the world’s leading long-distance airlines, having pioneered services from Australia to North America and Europe. The Qantas Group employs approximately 36,000 people, 93 percent of whom are based within Australia, and offers services across a network covering 151 destinations in 38 countries.

The Opportunity
Airline travel today is often characterized by inconvenience, frustration and long lines—even before a passenger gets to the security checkpoint. Qantas wanted to change all that, and bring back customer service, convenience and ease of travel, especially for its premium frequent flyers. With a vision of creating a next-generation airport, Qantas sought to automate as much of the predeparture process as possible, giving passengers a greater opportunity to relax, work and shop as they waited to board their planes.

What Makes It Smarter
Qantas is transforming the predeparture process by automating its check-in, baggage drop and boarding process using smart-card RFID technology embedded in its frequent flyer Q Cards and Q Bag Tags, and using smart kiosks and baggage handling technology for all flyers. For frequent flyers, the Q Bag Tag replaces paper baggage tags, and provides insight as bags are traced through the journey, helping reduce the number of lost bags, and helping improve passenger satisfaction. Real-time information and rules-based analysis help provide the right service to each customer. For example, while Qantas collects additional revenue for excess baggage weight, parents traveling with children are automatically given additional weight allowances, as are high-value passengers. The overall result is fewer queues, better service and greater recognition to customers for their continued loyalty.

Real Business Results
· Reduces check-in time by 75 percent for premium, and by 50-60 percent for non-premium, customers
· Improves throughput in the departure concourse by almost 100 percent, nearly eliminating queues
· Leverages and reinforces frequent-flyer and brand loyalty through new, improved and differentiated products

Products and services used

IBM products and services that were used in this case study.

Hardware:
BladeCenter, Storage: DS8100

Software:
Rational Asset Manager, WebSphere Application Server, z/Transaction Processing Facility Enterprise Edition

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States October 2012 IBM, the IBM logo, ibm.com, BladeCenter, DS8100, Global Business Services, Global Technology Services, Rational and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.