How internal mobility at has shaped my career at Qantas
I’ve been here for 20 years. I started as a QantasLink flight
attendant, then moved into cabin crew training. I’ve worked
in emergency planning, with our corporate sales and agency
partnerships teams, our fleet presentation teams, as an airport
customer experience manager and, four years ago, I came
to Customer Journey Operations. I know a lot of people!
My team’s job is to provide a solution to a problem as quickly as we can and with minimal disruption to your trip. We look at the five-day window out from your flight through to the time you get to your destination. We’re focused on cancellations, delays, missed connections, plus customers with specific needs. We might have an aircraft that has to divert somewhere – so what can we do to recover our customers on their journey from there?
We find ways to minimise that impact. We work in the operations centre with teams including our meteorologists, crewing, engineering and operations controllers to get updates on what might be impacting our customers and our aircraft around the network. It can be really challenging so we always try to put ourselves in the customers’ shoes to solve issues.
It was always my dream to work for Qantas. Prior to here, I was a primary school teacher. The contingency planning you learn as a teacher – “If this happens, then do this” – became part of my mode of operation. What’s really important in our 24/7 environment is that everyone gives absolutely everything they’ve got.
One of my favourite paces ever is New York. But my home away
from home is Hawaii. You walk into that terminal in Honolulu
and smell the air – it’s an instant feeling of… relax.
Matt Roberts
Manager, Customer Journey Operations
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Customer ServiceContent Type
PostsPublish date
09/18/2024
Summary
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PilotsContent Type
PostsPublish date
09/18/2024
Summary
I love being a pilot. It takes a lot of work to get here and there’s a lot of responsibility on you. It can be high pressure but it’s rewarding to develop yourself professionally, opera
Teaser
The Spirit of QantasContent Type
PostsPublish date
09/18/2024
Summary
My parents met at Qantas in 1967. Dad was an apprentice, and Mum was working in production planning in Hangar 96. So, I’ve been around aircraft my whole life. Dad flew light planes and
Teaser
EngineeringContent Type
PostsPublish date
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Summary
I grew up in Zambia and when I was in Year 5, I visited an airport for the first time, I saw my first plane and I didn't want to go home! The little town I grew up in had a small airport,
Teaser
Customer ServiceContent Type
PostsPublish date
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Summary
People travel for all sorts of reasons and it's great to be a part of that; helping them get away on their journey or welcoming them back when they get home is really rewarding.On a typic
Teaser
QantasLinkContent Type
PostsPublish date
09/18/2024
Summary
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Teaser
The Spirit of QantasContent Type
PostsPublish date
09/18/2024
Summary
I will never forget the feeling of standing on the tarmac in 2008 waiting for the first Qantas A380 to arrive in Singapore. It was our biggest and most iconic aircraft, travelling the fam
Teaser
Customer ServiceContent Type
PostsPublish date
09/18/2024
Summary
At school I was known as "the future flight attendant" because I was so sure that's what I wanted to do. As a kid I'd be given toy cars as gifts and I'd fly them around the room, so my pa
Teaser
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PostsPublish date
09/18/2024
Summary
I was part of the first group to go through the Qantas Group Pilot Academy, finishing in 2019. I took a bit of a meandering route to becoming a pilot, including studying a degree in envir
Teaser
PilotsContent Type
PostsPublish date
09/11/2024
Summary
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