Qantas Domestic CEO takes command of QantasLink

Svensson will also take responsibility for customer care and recovery, while David Walduck, chief data and information officer, will leave Qantas Group.

It comes as rival Virgin Australia announces a new partnership with OpenAI to integrate ChatGPT into customer- and staff-facing operations.

“[Yangoyan’s] role will have accountability for the Group’s IT and Technology, AI strategy, data and analytics and enterprise technology driven transformation programs,” chief executive Vanessa Hudson said in an email to staff.

“Elevating this function to GLT, will ensure we have a consistent approach to technology across the Group, with clearer priorities and faster decisions on where we invest.

“Rachel has been QantasLink CEO since 2023 and has been with the Group for more than 20 years across Customer Experience, Operations, Airports, Loyalty and Strategy.

“Her deep knowledge of the business across the Group will be invaluable as we invest in technology to improve how we operate, serve our customers and provide you with the tools to do your jobs more effectively.”

VIEW ALL

>

The folding of QantasLink into the domestic CEO’s portfolio is a logical step for the group, with Qantas having long treated Qantas and QantasLink QF-tagged “red-tail” services as part of the same arm for purposes such as on-time performance data.

Significantly, while it was initially reported that Qantas would launch flights from Western Sydney International Airport when it opened next year, it was later clarified that QantasLink, not Qantas domestic, would be operating the services.

Qantas will also not seek a replacement hire for outgoing chief customer officer Catriona Larritt, instead handing her duties to Qantas Loyalty CEO Andrew Glance, a move which Hudson said will reduce the size of the GLT and “supports our continued discipline on costs”.

“With 18 million frequent flyers, our Loyalty business has incredible insights into what matters most to customers,” she said.

“Bringing customer strategy into this team means we can make better use of those insights across Qantas and Jetstar and deliver improved outcomes for the millions of passengers who fly with us every year.”

Cam Wallace, CEO of Qantas International and Freight, has been given responsibility for in-flight and on-ground products and services, including the Qantas airport lounge network.

“These teams are responsible for food and beverage, cabin layouts, service design and new seats for our aircraft,” Hudson said.

“This comes at an important time as we prepare for Project Sunrise and ramp up investment in our global lounge network.

“Cam will also take responsibility for Qantas direct channels and payments teams.”

Qantas did not confirm rumoured reductions in executive and management headcounts, but noted that the new leadership teams would review their structures and look to make sure they are as efficient as possible.