Qantas Airways: COVID-19 changed interactions with customers

Qantas Airways executive manager global sales & distribution Igor Kwiatkowski, speaking at the CTC Australasia Corporate Travel Summit & Sustainability Awards, stated (22-Nov-2022) "Predicting what will happen in the future is extremely hard", adding during the COVID-19 pandemic the carrier had to "hunker down and change the way we interact with our customers". Mr Kwiatkowski said: "There's a lot of empathy that came through during COVID as we were all dealing with the same thing, which rarely happens". He noted mental health became a "real topic of conversation", leading to a "genuine engagement in people's wellbeing".