Qantas tasks BCG with repair job as Hudson recruits new execs
Qantas chief executive Vanessa Hudson has tasked Boston Consulting Group with assisting the transition from her predecessor and to help the airline repair its fractious relationship with customers after Alan Joyce’s abrupt departure last week.
While the consulting major has had a long relationship with the carrier, Qantas confirmed on Sunday that it had ramped up its engagement as it attempted to accelerate internal programs to win back flyers who have become deeply angered by the airline’s poor on-time performance, high airfares and inflexible flight credit policies.
Qantas chief executive Vanessa Hudson has a long road ahead to rebuild the airline’s trust and reputation with customers. Bloomberg
Qantas earlier this month reversed its decision to cancel the remainder of $570 million in flight credits generated during the COVID-19 pandemic when they expire in December. But the airline said it would no longer proceed with those plans after facing rising disquiet from the public and demands from the competition and regulator.
Along with the engagement of BCG, Ms Hudson is expected to make a number of key hires as she moulds the company’s executive team after Mr Joyce’s exit. In June, Ms Hudson announced the creation of a new chief people officer position combining the human resources and industrial relations functions. Sources said Catherine Walsh, PwC’s head of people and culture, is the front-runner for that position.
Ms Walsh did not respond to a request for comment.
Ms Hudson will also need to replace John Gissing, who is retiring from his position as QantasLink chief executive. He has held that role since April 2012.
Both Ms Hudson and Mr Joyce are expected to be called to a Senate inquiry which is investigating the
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