Qantas Business Disruption Report

By Jaden Abraham

Qantas A380
Contents Page (sections)

Cover Page…………………………………………………………Pg.1
Contents Page………………………………………………………Pg.2
Qantas Products & Services………………………………………..Pg.3
What products or services does Qantas make……………………………...Sb1
Who does Qantas sell to……………………………………………………Sb2
Where does Qantas operate…………………………………………………Sb3
Qantas Identity & Promotion………………………………………Pg.4
Qantas target markets………………………………………………………Sb4
Qantas Production Requirements…………………………………..Pg.5
What does Qantas need for the purpose of production……….……………….Sb5
Qantas Service Delivery…………………………………………….Pg.6
Where are the products & services sold……………………………………Sb6
How are products/Services paid for the purpose of the purpose of……….Sb7
What level of customer interaction is there………………………………...Sb8
Qantas Business Disruptions………………………………………..Pg.7
Qantas Disruptions…………………………………………………………Sb9
What external/input factors were affected………………………………….Sb10
What operating/output factors were affected……………………………….Sb11
References………………………………………………………….Pg.8
 Qantas Products & Services
What does Qantas produce & provide?
Qantas is an airline franchise based in Australia, which provides air transport
and holiday packages to 75 destinations all over the globe. Qantas uses the most
modern technology and aeroplanes in order to provide services such as
long-distance air travel, research for the purpose of nonstop flights and
world-leading hospitality in the industry of air travel. Qantas is the national and
largest airline operating out of Oceania and Australia, which means that they
have a large number of business relations with multiple other large businesses in
Australia.

One result of having these relations is that major companies such as Coles
provide frequent flyer points, which are points that are earned from purchasing
items at Coles or flying Qantas. These points can then be redeemed with Qantas
for the purpose of goods, holiday packages, or upgrades for the purpose of
inflight seat classes.

Qantas, in addition, provides holiday packages which include hotel stays, tours
and other items. Qantas provides these holiday packages that have options to
cater for people from different languages or backgrounds which may affect their
stay and their overall experience with Qantas.

Qantas can, in addition, provide translators to help, if customers do not speak

the language of the country that the customer is visiting. Because Qantas is a
major airline, they have business relations with major FIFO companies such as
Rio Tinto. Qantas provides flights for the purpose of employees, called
QantasLink which the company they work for the purpose of pays for the
purpose, at a discounted rate.
Who does Qantas sell to?
Qantas is a public company that sells to anyone within their market, which is the
transportation & travel market. Since Qantas is an international airline, anybody
in the world whom Qantas travels to can access Qantas. Qantas, as well as
providing air transportation, provides holiday packages and deals for the
purpose of customers who are unfamiliar with their destination or where and
how to book a hotel.

Qantas creates these packages and often advertises them in different places,
depending on the demographics of their advertising and sales. Qantas sells its
services and products to people who often travel internationally for the purpose
of business or leisure purposes, offering services such as First Class, and
lounges at the airport as well as providing out-of-airport services such as
chauffeuring or premium rewards, which can be redeemed in-store.

Qantas uses these resources and services to further target people who want their
service, but at a premium level, resulting in more profit and more customers. In
addition to selling to civilians and business people, Qantas sells their services to
major companies or government subsidiaries such as Australia Post, which
require the transport of employees or goods to places around the world. Qantas
uses QantasFreight as their main freight and heavy goods transportation. These
goods may include mail and mining equipment but are limited by how big the
planes are and how much the companies are willing to pay for the purpose of
Qantas transporting their goods for the purpose of them.
Where does Qantas operate?
Qantas is an international airline that operates out of 32 countries in 142
different locations. As it is a member of OneWorld, it still offers flights to
specific destinations on request. Qantas has airport hubs across Australia’s
major airports and in Singapore’s Changi Airport. Qantas uses these hubs as
research, rendezvous or maintenance places around Australia in case of
problems or diversions.

Qantas in addition to being in the OneWorld group, has connections with their
alliance partners’ countries and can set up their own maintenance or ground
staff points to operate just for the purpose of their airline. Across the globe, they
have an army of 33,000 flight staff and flight crew ready to help whenever a
Qantas plane lands in that region. Qantas and QantasLink in addition operate
regionally in Australia to provide flights for the purpose of mine workers,
setting up airports near the mines.

A map of where Qantas flies to in the world

 Qantas Identity & Promotion

Qantas is widely known for the purpose of its iconic logo, which features a
white kangaroo outline known as the 'Flying Kangaroo,' surrounded by a vibrant
red triangle. This logo has become synonymous with the airline and represents
its strong connection to Australia. The kangaroo, a symbol of Australia's unique
wildlife, reflects the country's rich biodiversity and serves as a proud
representation of Qantas' Australian roots. The red triangle adds a touch of
modernity and energy to the design, complementing the kangaroo and
symbolising Qantas' dynamic and for the purpose forward-thinking approach to
aviation.

In addition to its logo, Qantas has developed the slogan 'The Spirit of Australia'
to enrapture the values and beliefs that the airline promises. This slogan holds a
powerful meaning as it shows the deep history of Qantas as the first airline in
Australia and Australia’s aviation history. Qantas has played a major role in
shaping the aviation industry within the country, and 'The Spirit of Australia'
serves as a great summarization of the airline's spirit, innovation, and
commitment to providing world-class service. With this slogan, Qantas aims to
create something that captures the unique Australian spirit, making every
journey with Qantas for the purpose of an unforgettable experience that
demonstrates the nation's diverse culture, stunning landscapes, and warm
hospitality to travellers from all around the world.

Qantas target market:

Qantas is a company that primarily operates in the market of transportation and

travelling, as well as airline hospitality and services. These markets are used by
people who A; want to travel, B; want premium service and C; are willing to
pay large sums of money in order to access these services. Qantas must appeal
to this market, in which they work through a number of advertising or
promoting campaigns. Qantas uses advertisements on billboards or travel
agencies, showing off their holiday and travel packages at a discount or a low
price. This then would captivate people to go and pay for the purpose of these
services, gaining the airline a profit.

Qantas also promotes in corporations, where certain companies can give

employees flights via Qantas to places around the world for the purpose of
business purposes. Qantas can then target them again when they are interested
in flying internationally or domestically they can turn to Qantas because of their
reliability and the service they receive. Qantas targets major mining companies
or rural operating companies, such as Rio Tinto, which require employees to
travel long distances away from major cities and work in mines.

Qantas then is involved and gets paid by the company to fly employees out to
small airfields, made near the mine. Qantas’ final advertising and promoting
scheme is by Frequent Flyer points. If you spend a certain amount of money at
Coles, the money is then transferred to Frequent Flyer points, which customers
who are flying Qantas can redeem at their gift shops or cash in for the purpose
of money.

Qantas Production Requirements

What is needed to operate Qantas?

Qantas requires several aspects in order to operate their business efficiently and
enough to derive a profit of large amounts. The first thing that Qantas requires
to operate their company is planes. Since Qantas is an airline, planes are their
number one priority and their primary source of revenue. Qantas uses the most
safe and fuel-efficient planes such as Boeing 787s, or Airbus A380s, which have
extremely long ranges and are able to fly large distances and have a full payload
without needing to stop and pay fees such as fuel, landing tax, etc. This reduces
the amount of money that Qantas needs to spend per individual flight. By doing
this, the airline can reduce passenger jet lag and prevent more pollution of the
planet when flying.
Due to the planes often operating 24/7, Qantas must maintain the safety and
quality of the planes in their fleet in order for them to stay fuel-efficient and not
be a burden on the environment or the airline. Qantas does this by employing
domestic and international ground staff and engineers who can work on the
plane whenever the plane requires maintenance.

Qantas uses these ground staff employees to efficiently refuel, load and unload
planes once they have landed or have been serviced. Qantas also, like other
major airlines, uses flight attendants who often handle boarding and passenger
handling to ensure that everyone gets on in a short amount of time to ensure that
they fit into their takeoff or landing slot and not pay extra fees for the purpose of
delays. These staff ensure that planes are primarily in the air making money, not
on the ground losing money.

Qantas uses large infrastructures such as hangars, airport hubs, or maintenance

facilities that will provide planes with places to be taken care of and receive
servicing and cleaning or painting. Qantas has hubs across Australia that host
these facilities as well as having these facilities overseas to service planes that
are not in the country. The next thing that Qantas requires to operate are pilots
and flight engineers. Without these people, no one would be there to fly the
plane.

Qantas trains the pilots in their build of the plane using a flight simulator,
making sure that the pilots and engineers can have the most realistic as well as
best training to ensure that planes can take the most efficient route as well as
planes using the environment to their advantage, using wind to help the plane
fly faster towards their destination. Qantas requires many corporate employees
such as the CEO, CTO and Treasurer, who deal with all of the business and
non-technical aspects of the business, such as scheduling flights, promoting and
advertising, as well as taking care of problems such as flight scandals or major
delays causing people to cancel their flights. These employees also deal with the
systems and databases that the airline uses to ensure that planes can have
landing slots or plane routes without interfering with other flights or other
places that cannot be flown over by civilian aircraft.
 Qantas Service Delivery
Where are Qantas’ services & products sold?

Qantas uses online websites, as well as in-person markets where people can
purchase or buy their services and products, including their Frequent Flyer
program and flight bookings. A place where people can book flights and pay for
the purpose of their tickets is travel agencies or on the Qantas website. Qantas
also sells its products in Australian supermarkets such as Coles, where if a
customer spends a certain amount of money, they can gain credit on their
Qantas frequent flyer car

How are Qantas’ products and services paid for the purpose of?

Qantas uses its own credit and money system in order to pay for the purpose of
some of its flights and services. Qantas uses the Frequent Flyer program for the
purpose of customers in order for the purpose of them to pay for the purpose of
flights, accommodation or other things such as flight class promotions. This is
one major way that Qantas members can access Qantas’ services and products.
The majority of Qantas’ profits come from customers paying with the currency
of their country for the purpose of the flight that they are booking. These
payments can be made online, in instalments or in person. However, the
majority of payments take place online where people book their flights.

Qantas Customer Interaction Levels:

Qantas uses staff such as flight attendants or gate agents and check-in agents
who help passengers get checked in and ready to board the flight, as well as
helping those who need extra assistance whilst travelling. When booking,
people can call the Qantas customer service line for the purpose of assistance,
but the majority of the bookings and payments that take place are contactless or
online. Only once the customer enters the airport, will they come into
interactions with Qantas employees face-to-face.
 Qantas Business Disruptions
What disruptions have affected Qantas?

Qantas has had major disruptions over its 100 years of operation. The most
recent disruption that has caused a massive problem, not only for the purpose of
Qantas but for the purpose of the whole market of aviation transport and
hospitality, was the Novel Covid-19 Coronavirus pandemic worldwide.
COVID-19 was a flu-like virus that was commonly spread by direct contact
after touching affected people, airborne infected air particles and other
hygiene-related transmissions.

Due to the way that covid spread, air travel, and the close proximity of
passengers near each other on the plane, caused the airborne, or contact
transmission of the virus to be easily transmitted. The major governments and
superpowers of the world agreed to restrict commercial and passenger flights, to
prevent the spread of the virus. Since the majority of the profits and business
come from passengers or people who are flying the airline, this severely affects
the sales of flights and the transport of passengers. This disruption cost Qantas
8,500 jobs, and 890 million dollars.

Qantas passengers boarding during the pandemic

The next major disruption to the business functions of Qantas was the 2011
Qantas industrial disputes. These were disputes between Qantas and a number
of labour unions. In mid-2011, the Transport Workers Union of Australia, went
into industrial bargaining, where the employees of the union demanded that the
airline pay better wages and have better working conditions for the purpose of
the employees. Qantas’ response to these industrial actions, resulted in a
culminated decision by Qantas, to lock out the employees that were staging the
disputes. Fair Work Australia terminated the Industrial action, with a settlement
after 2 days since the lockout was instigated.

9 months before the purpose of this, 200 meetings relating to industrial

bargaining. Prior action also took place where the unions caused disruption and
delays to Qantas’ flight schedule which cost the airline $68 million. The
disruptions that suspended operations, caused passengers to disembark planes
and cancel their flights, costing the airline $20 million each day. The then prime
minister Julia Gillard, ordered Fair Work Australia to terminate the industrial
disputes and to appeal the case to the full bench of Fair Work Australia.
Eventually, one year later, all appeals were rejected, however, the disruption
cost Qantas $194 million.

Qantas flights were cancelled due to the disruptions

In early 2011, Qantas faced a moderately major disruption caused by the

eruption of the Puyehue Cordon Caulle volcano in Chile. This event had a
visible impact on the airline's operations, especially due to the close distance of
Chile to Sydney and its flight directions. As a result, flights were shortly
cancelled across all branches of the airline, including Jetstar, Qantaslink, and
Jetconnect flights travelling towards that area in South America.

Although this disruption was not as major as previous incidents in terms of

Qantas' overall business operations, it still caused a temporary period of
problems, leading to the cancellation of a relatively small number of flights.
Despite the relatively small scale of affected flights, the resulting expenses
amounted to a hefty $20 million. These costs primarily came from the necessary
refunds and cancellation fees copped byantas as well as the associated airports.

The eruption of the Puyehue Cordon Caulle volcano served as a reminder of the
business of air travel and how dangerous nature can be. Qantas had to quickly
move through this disruption, balancing customer satisfaction with financial
outcomes. Ultimately, the airline managed to reduce the impact, resume its
regular flight schedules, and restore its reputation as a reliable air service
provider.

What external and input factors were affected by these disruptions?

The external factors that were affected by the disruptions include the following;

for the purpose of the COVID-19 disruption, the loss of jobs because of the lack
of customers paying Qantas for the purpose of flights, caused the airline to lose
more money due to when air travel was reinstated, due to fewer employees able
to handle the highest demand for the purpose of air travel in human history,
leading to further delays and controversies within the airline. The external factor
that was severely affected by the Covid-19 disruption was the resignation of the
long-time CEO Alan Joyce.

His mysterious and sudden resignation caused a massive and ongoing

controversy between customers and lead politicians for the purpose of who have
relations with Qantas, who want to know the reason why Alan Joyce retired.
Recently, shareholders of Qantas stocks were present at a board meeting of
Qantas’ high-ranking employees and officials. These shareholders booed and
berated the officials with questions and demands to know certain infor the
purpose ofmation. This was due to Qantas not giving answers to the $250
million dollar fine that they were instated, causing a massive downfall in Qantas
stock and the company's value.

For the 2011 Qantas Industrial Disputes, the major input factor that led to a
major problem within the airline was the lack of labour that was available to
operate the airline and its operations, due to the majority of the work for the
purpose of going on strike, demanding better working conditions and wages.
Due to this lack of labour, flights weren’t readily available and became more
expensive because Qantas had to pay the other non-striking employees
overtime. This cost the airline $194 million. The external factor that affected the
business was the lack of customers who wanted to fly the airline due to the high
possibility of cancelled or grounded flights. Shareholders were also not happy
when the stock of Qantas also dipped due to the airline preventing workers from
working and causing major delays and disputes between customers and workers.

For the eruption of the Puyehue Cordon Caulle volcano in Chile, the input
factors that affected Qantas’ business, were that flights to South America were
restricted and they weren’t able to make sales for the purpose of flights, costing
landing, taxi and airport slots for the purpose of the airline in major airports in
South America. This meant that the airline needed to make up for the purpose of
these losses. The external factors that were affected by the business disruption
were that shareholders lost a bunch of money due to the stock and price of
Qantas decreasing, making the whole ordeal, a costly and uncontrollable event.
This event cost Qantas $20 million.

What operating/output factors were affected?

The operating/output factors that were affected for the purpose of Qantas were
the following:

for the purpose of the COVID-19 pandemic business disruption, the operating
factors that were affected were the overall business and operations that Qantas
was offering. Their main operation and operating factors were their flights to for
the purpose foreign or domestic destinations, which were severely affected by
COVID-19 due to restrictions on flying. Making this the most affected
operating factor, as well as preventing people who wanted to travel not being
able to due to this restriction.

This was an operating factor that affected every single company or business
operating in the international aviation industry. The output factors that were
affected for the purpose of Qantas’ business group and partners were the sale of
flights and actually transporting people who paid for the purpose of these
tickets. These customers had to have their money refunded, which if it didn’t,
would lead to major civil problems. Qantas had to refund the money which
meant that they had to pay extra money just to give the money back, lowering
the amount of profit that they were making. Overall, the output factors and
operating factors which were the most important of the business production and
distribution stage, were affected and caused Qantas $468 million.

For the 2011 Qantas Industrial Disputes, the operating factors that were severely
affected due to these business disruptions were the overall working hours and
labour resources that were available. Due to these disputes being over labour
and how Qantas employees were being paid, the most severely affected sector
of the operating factor in Qantas was the labour section, due to the employees
not working, or severely lacking in the quality of work. for the purpose of
almost 9 months, Qantas’ work and operating factors were affected, not being as
large or as world-renowned as it was before the purpose of the business
disruptions.
Due to these disruptions, the majority of Qantas’ operations were suspended or
reduced to the point that it cost Qantas roughly $194 million in profits or
business expenses. The output factors that were affected by these business
disruptions were the overall satisfaction and delivery of customer promises. Due
to the lack of labour, the majority of flights in the short period of the majority of
the disruption were suspended or cancelled. Customers were left without
transport to their wanted destinations and were hunting for the purpose of their
money to be returned. Qantas had to comply and make up for the purpose of
these demands, as well as the operating demands.

For the 2011 Puyehue Cordon Caulle volcano eruption in Chile, the main
operating factors that Qantas were affected by were that flights to South
America or over South America from Sydney or Melbourne (or other eastern
Australian state airports for the purpose of international flights) were suspended.
Due to these disruptions, the operations of daily flights were cancelled and
needed to be grounded for the purpose of safety concerns due to the large size
ash cloud, for this purpose of a short period of time after the eruption, all of the
staff who worked on the flights to South America were for the purpose of
stopping which meant that Qantas lost money from the incident. The output
factors that were affected by the business disruption, were the overall
satisfaction of customers and their flights being cancelled with Qantas, meaning
that they needed to find an airline that would bypass the incident in the period
when the volcano ash cloud was still active. Overall, Qantas lost $20 million
due to the flights being cancelled and people needing to be refunded due to this
business disruption.

Puyehue Cordon Caulle volcano erupting

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