New online payment method at Qantas


SYDNEY, 30 JULY 2007: Qantas announced today it had introduced a new online payment feature that allowed customers to book a flight and defer payment until closer to their departure date. Qantas Group General Manager Sales and Distribution, Rob Gurney, said the introduction of Book Now Pay Later on the Qantas website, qantas.com, is designed to offer customers greater flexibility.
“When a customer books an international airfare* or a Fully Flexible or Business Class Australian domestic fare on qantas.com, they now have two payment options,” Mr Gurney said. “Customers can continue to pay immediately, or use the new facility to confirm their seat and then pay for it at a later date.
“Customers can now plan their travel on qantas.com in advance by booking their flight to ensure they don’t miss out on the flight they want, and then having the option of paying for it later when their travel plans are further finalised.”
“People choosing this new option will be advised the date for when full payment is required and also receive follow-up emails with details of how to make the payment online.”
The availability of Book Now Pay Later and the length of time customers have to pay will depend on fare type and time until departure, with customers shown the date when full payment is due before deciding to proceed.
In order to secure a booking, customers will be charged a holding guarantee of A$25 per passenger, Mr Gurney said. This amount is then refunded when a customer pays the full amount for their tickets online. Customers can choose to pay by credit card or BPAY before the final payment date. Qantas.com is Australia’s number one travel website according to Hitwise and Neilsen Net Ratings and receives over 5 million visits every month.

When we created and managed Malev’s website, we had to reconsider this option every now and then, but finally we always decided on not going this direction. The reason was that we always kept an idea in mind while developing the site: we target those passengers, who are not “troublesome”. Who can decide what they want and who can arrange everything themselves. The less customer service they required the happier we were. Although airlines try to gain the most passengers possible directly through their website and the more diverse their product portfolio is, the more types of passengers they can reach. Especially for higher class passengers it is a convenient service. Our strategy was to serve higher revenue passengers in a more personal way and direct lower class, simple passengers to the website. Probably Qantas has reached 100% of this target group in the meantime and now they have opened up their services to other target groups. Within a month we will try to ask them about the results of this step.

By Szafi

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1 Response to “New online payment method at Qantas”



  1. 1 Best Of AirlineWorld 2007 « Airline world Trackback on January 1, 2008 at 9:00 pm

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