Qantas have announced exciting new plans to revolutionise their entire upgrade process for frequent flyers.
From December this year, Qantas will introduce a new set of initiatives designed to keep their most valued customers better informed than ever before.
These initiatives include SMS alerts to notify customers of a successful upgrade on both domestic and international flights and 48 hours’ advance notice of international upgrades. There will also be a service which offers last-minute upgrades due to passengers failing to turn up.
“At the moment you might be confirmed for an upgrade but unless you go online before the flight, you might not know until you get to the airport,” said Stephanie Tully, Head of Airline Loyalty for Qantas.
“But customers shouldn’t have to do that. We want to be proactive in letting customers know, so we’re going to let everyone from Bronze to Platinum One know by SMS prior (to the flight).”
This is just another good example of how Australian businesses are using SMS Alerts and SMS Software to communicate with their customer base and build loyalty.
Qantas Frequent Flyer members of various levels will be alerted, via SMS, in advance of their flight regarding whether or not their upgrade has been approved. This system will certainly appeal to those frequent flyers that have a particularly busy lifestyle.
Those in the Platinum and Platinum One tiers will receive up to 48 hours’ notice of upgrades. They will also be first in the queue to snap up any seats available in business and premium economy due to ‘no show’ passengers.
Tully was quick to re-assure all Qantas customers that the new system will not prevent the company continuing to offer free upgrades though.
“We still like to surprise and delight customers occasionally. There’s no reduced focus on that, we still give them (free upgrades) out.”
