The “Reaching New Heights” series goes down under and sees Accelya’s Jim Davidson catching up with Nadine Dawood Morgan, Head of Distribution and Payments in Qantas. Nadine has been with Qantas for 11 years and worked in various marketing and loyalty roles before taking up the Distribution top spot in December 2019.
Nadine is an advocate for communication, collaboration, and engagement to increase NDC adoption. An airline can only create ambassadors to be its advocates outside when distribution has been fully adopted and understood internally. Qantas does this through a companywide educational project to ensure that sections such as sales, revenue management, and loyalty are ready, willing, and able to spread the good word.
“For Qantas, being able to invest in and build the right technology means that we can look after our customers. ONE Order is the innovation that our industry needs, and at its core is a collaboration between all airlines and technology partners. It’s really important and exciting, and also a massive feat“, Nadine Dawood Morgan, Qantas.
At times we get so caught up in distribution that we forget that the industry’s objective is to get people traveling and connecting. As part of Qantas’ 100-year celebrations, earlier this year, the airline released its “I still call Australia home” 2022 campaign to showcase that travel is a fundamental part of Australian, and indeed any, culture.
In this episode, you’ll hear that:
- After launching NDC in Australia two years ago, Qantas is making tremendous headway in the rollout of its agency content and just went live in the US, UK, South Africa, and a number of European countries.
- A solid servicing capability and regular conversations with airline partners can help increase adoption across the board.
- ONE Order doesn’t mean one airline, and collaboration will once again play a huge part in bringing the industry together and moving towards simplification and better customer engagement.
Airline Voice Radio is available on your favorite podcast player such as Spotify, Apple Podcasts, and Google Podcasts. Tune in soon for more “Reaching New Heights” episodes with insightful airline leaders.