Qantas Increases Ticket Change Fees by 20% Despite Customer-Centric Promises

September 16, 2024 08:27 PM AEST | By Team Kalkine Media

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Qantas Increases Ticket Change Fees by 20% Despite Customer-Centric Promises — Image source: shutterstock

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Qantas Airways Limited (ASX:QAN) has announced a significant increase in its ticket change fees, raising the cost by 20% starting from October 9, 2024. Under the new fee structure, customers will be charged $119 to change the name, date of travel, or cancel domestic economy and premium economy tickets, an increase from the previous fee of $99. In addition to this fee, travelers will still be responsible for any fare differences.

This adjustment comes as Qantas (ASX:QAN) continues efforts to improve its relationship with customers. Vanessa Hudson, who assumed the role of Chief Executive Officer in September 2023, had previously vowed to address customer concerns and revise some of the airline's policies, which were viewed as contentious. Among her pledges was a commitment to ease the process for passengers to modify bookings, including name changes on tickets, a frequent source of frustration for many travelers.

However, the decision to raise fees contrasts with these customer-focused promises, drawing criticism from travelers who may see this move as inconsistent with the airline's efforts to enhance service and improve customer satisfaction. The 20% increase in change fees is likely to affect passengers looking to adjust their travel plans, adding an extra financial burden for those needing to make last-minute changes.

This fee hike reflects Qantas's broader challenge of balancing operational costs with customer service enhancements. Although the airline has made progress in addressing several customer service issues, this adjustment highlights the difficulties in managing pricing while also striving to improve the overall travel experience.

As the airline industry continues to recover and adapt in the post-pandemic landscape, Qantas's decision mirrors a larger trend of adjusting service fees to align with shifting market conditions and operational requirements. The long-term impact of this fee increase on customer perception and the airline’s reputation will be closely watched in the months ahead.

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