CASE STUDIES
Return to Flying
Australia’s national carrier was facing the challenge of upskilling their frontline teams and leaders to return to flying and deliver exceptional customer experience in a post-Covid world. In a time where the airline industry was put on hold, customer sentiment was at an all time low, and poor financial performance was at an all time low. There was a burning need to mobilise the cabin crew workforce, empower their frontline leaders and make them all fall back in love with flying.
Year
2022-Ongoing
Client
Qantas
Services
Professional Development
Frontline Leadership
Facilitation
Customer Experience
Program Design
Our Role
We designed and delivered a frontline team-specific and a leaders-only program to 5,000 participants across NZ, the UK, AU, US. This program provided participants tools, techniques, frameworks and plenty of simulated practical sessions to build the necessary competence and confidence to navigate this new world that Qantas was facing. The participants came away from the program feeling a renewed sense of pride for their role and the organisation, reconnected with the colleagues after long periods of stand down, and learnt how to deliver customer experiences 30,000 feet in the air with empathy and grace.
We delivered multiple workshops per day, across multiple ports around world and re-engaged them through their hearts and minds. The program was a success for both the participants and the airline, and were proud as punch to be a part of it.
What our client said…
“Thank you all for what we have achieved through this partnership. I am very proud.”
Director Internal Learning
Let's toss the robotic formalities out the window
and have a good old-fashioned chat.