Additionally, the Group is prioritising mechanisms to cover customer journey disruptions, including efficient and compassionate complaint resolution, managing delays and cancellations, offering proactive reimbursement, and addressing product and service quality issues." Qantas has also announced it will spend more money on cabin refresh programs, including enhancements to its Wi-Fi capabilities, which were flagged a year ago, upgrading apps with baggage tracking features and live notification functionalities, refurbishing lounges, providing frontline service training, enhancing the Frequent Flyer rewards program, and upgrading digital capabilities and websites. AI is likely to feature increasingly in Qantas's CX transformation. While airline delays and rubbery chickens may be as predictable a travel experience as overly produced in-flight announcements, that predictability makes them ideal candidates for early AI use cases.