Qantas Builds Group-Wide AI Capability
▼ Summary
– Qantas is investing in a group-wide AI capability for uses including corporate support, inflight catering waste reduction, and procurement contract management.
– The airline plans a full redesign of Qantas.com by FY26, integrating a conversational AI assistant to enhance customer interactions.
– Broader technology investments include new devices for staff, data-driven fleet monitoring, and continuous pricing capabilities.
– Qantas increased its technology and digital expenses by 12% in the past year, driven by IT licenses and supply chain transformation projects.
– The airline reported a statutory profit after tax of $1.61 billion, a 28% year-on-year increase.
Qantas is making a significant strategic investment in group-wide AI capability to enhance both operational efficiency and customer experience across its entire business. The airline has outlined these technological advancements as part of its broader digital transformation, integrating artificial intelligence into corporate support, inflight services, and procurement processes.
A generative AI assistant has already been deployed for senior corporate teams, with tailored training designed to drive productivity. Over the next year, Qantas plans to implement AI-driven modeling to optimize inflight catering planning, which aims to reduce food waste. Additionally, a new AI-based procurement contract lifecycle management platform will be introduced to minimize value leakage and improve supplier negotiations.
The airline is also undertaking a full redesign of Qantas.com by the end of FY26, which will incorporate a conversational AI assistant to improve digital customer interactions. Beyond AI, the technology investment includes new devices and apps for airport and lounge staff to enrich customer service, data-enabled fleet health monitoring for predictive maintenance, and a data-driven continuous pricing capability.
Qantas is strengthening its cybersecurity posture with an expanded secure-by-design approach to technology and software development. In its loyalty division, investments are focused on member engagement through mobile app enhancements and technology that enables seamless customer journeys.
Technology and digital expenses rose by 12 percent in the past year, driven by higher IT licensing, support costs, and supply chain transformation projects. Although specific financial breakdowns were not provided, the airline confirmed investments in group cyber capabilities, corporate systems, and its expanding AI infrastructure.
Amid these developments, Qantas reported a statutory profit after tax of $1.61 billion, marking a 28 percent increase compared to the previous year.
(Source: ITNews)
