New Qantas CEO focuses on reliability and service

Vanessa Hudson, the new CEO of Qantas Airways, took over at a difficult time for the airline. After a surge in flight cancellations, delays, and lost luggage, customer dissatisfaction was high. The airline faced severe criticism, including calls from lawmakers for a possible breakup due to market abuse. Despite these challenges, Hudson has made significant improvements in just 18 months in her role. Passenger satisfaction has nearly doubled, and Qantas has reported strong profits, leading to dividends for shareholders for the first time since 2019. The airline's stock price is nearing record highs. Hudson believes that continued demand for flights and a major fleet overhaul will help Qantas grow further. She noted there is a desire to travel at all price ranges, from budget flights to luxury services. However, there are challenges ahead. Aircraft delivery delays and increasing competition from Virgin Australia pose risks. Hudson has confidence in a large order of new Airbus jets that are more reliable and efficient. She emphasized the importance of investment for earnings growth. Hudson is the first woman to lead Qantas and takes a different approach compared to her predecessor. She has focused on listening to employees, prioritizing their feedback and improving working conditions. Critics urge her to ensure meaningful changes for staff, acknowledging the airline's past issues. Since taking charge, Hudson has addressed many of the problems that contributed to her predecessor's departure. She has apologized for Qantas's performance and settled a lawsuit over canceled flights. Investor confidence is evident as Qantas’s stock has surged 70% in the past year. Hudson has shifted the airline's focus back to passengers and is working to balance reliability, satisfaction, and profitability. Looking ahead, Qantas plans to receive new aircraft and refurbish others. Hudson enjoys simple pleasures outside of work, preferring to focus on family and personal moments. Her leadership style suggests a commitment to both employee engagement and customer satisfaction as Qantas moves forward.