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2018旅游休闲行业年度访谈(航空)
发布日期:2019年03月05日  来源:旅游休闲

陈敬新先生于2014年加入澳洲航空公司,担任亚洲和巴布亚新几内亚高级副总裁一职。作为澳洲航空亚洲和巴布亚新几内亚地区的首席代表,陈敬新先生负责管理澳洲航空在区域内的商业和销售业绩,以及财务和日常运营。陈敬新先生常驻于澳航集团新加坡办公室。

T&L:2018年中国市场的表现如何?有哪些令人惊喜的亮点和表现?

What is the performance of the Chinese market in 2018? What are the surprising highlights in 2018?

陈敬新先生:澳航作为澳大利亚国家航空,澳航内陆航线的网络覆盖了60多个目的地,并致力于将最纯正的澳式体验与澳洲文化传播给世界各地的乘客。中国市场一直以来都是澳航发展战略蓝图中的重要组成,2018年5月,澳航与与澳大利亚旅游局合作特别推出“漫步澳洲”服务产品,为选择澳航国际段航线与国内段联程机票的经济舱乘客带来特别优惠。充分利用内陆航线网络的运营优势,向广大的中国游客推荐众多别具特色的澳洲目的地,深入展现原汁原味的澳洲人文风情,将澳航贯彻始终的卓越品质带给更多来自中国的旅客!

2018年7月,澳航首家官方旗舰店正式在去哪儿网站上线,用户可以通过去哪儿网站或手机客户端直接预订购买澳航机票,还将逐步实现行李额度、付费选座等附属服务产品的预订。为我们的中国旅客打造了全新的一站式服务平台,方便大家通过熟悉常用的操作平台,更为高效快捷地预订澳航的航班及产品,无论通过去哪儿网站或是手机客户端,都能尽享无缝服务模式的便利周到。

8月,澳洲航空与中国东方航空公司在上海签署《商务协议》。双方升级战略合作伙伴关系,在原有联营合作的基础上,深化业务融合,面向中澳航空市场启动全方位、深层次的商务合作,进一步在运力投放、联合营销、市场推广、常旅客开发、IT系统建设等各个领域开展广泛合作,共同提升在中澳航空市场的运营能力。此外,双方还将开展服务的全面对标,为旅客提供更加一致的高品质出行体验。

11月,澳航集团旗下澳洲航空 (Qantas Airways)、捷星航空 (Jetstar) 以及澳洲货运航空 (Qantas Freight) 三大品牌共同参与首届中国国际进口博览会,面向中国乃至全世界的参展企业代表展示澳洲航空的卓越品质!

As Australia’s national carrier, Qantas flies to more than 60 destinations in Australia, and offers passengers an authentic Australian experience the moment they step onto a Qantas flight. Qantas launched a joint campaign with Tourism Australia in May last year , called “Qantas Explorer”, a brand awareness campaign to promote Australia as the destination. Qantas Explorer is promoted as the vehicle to explore Australia.  This campaign is aimed at inspiring our Chinese audience to come to see more Australia’s vast landscape, using Qantas premium flights and service.

Qantas also opened its first online flagship store on Qunar.com in 2018, one of China's largest online travel portals in July. Customers in China can now book flights to Australia and New Zealand directly with Qantas through Qunar.com and the Qunar mobile app. In time, customers will also be able to purchase excess baggage, extra legroom seats and other additional products through the flagship store.

In August 2018, Qantas Airways and China Eastern Airlines signed a “Commercial Agreement” in Shanghai, recommitting both carriers to their strategic partnership on the Australia-China market. By expanding the already successful cooperation between the airlines, the Commercial Agreement aims to further improve the experience for their joint customers within existing regulatory approvals.

The two sides have upgraded their strategic cooperative partnership, deepened business integration based on the joint business, launched all-round and in-depth business cooperation oriented to the China and Australia aviation market, in order to improve the service quality of China and Australia market, and benefit more customers of both sides, and injected new impetus into the international development of both sides.

In Nov, The Qantas Group participated in the first-ever China International Import Expo, to introduce Qantas Airways, Jetstar and Qantas Freight to all the participants.

T&L:2018年中国旅行者在目的地选择、出行时间选择、舱位选择、出行频次等方面有哪些变化?2019年是否会有针对这些变化对机型、航班、服务等进行调整?

Will there be any adjustments to these changes in aircraft types, flights and services in 2019?

陈敬新先生:12月13日起,澳航正式以波音787-9梦幻客机执飞往来于澳洲与中国香港的航线,标志着香港成为了澳航梦幻客机飞抵的首站亚洲目的地城市。

今年11月,澳航接收了其第八架波音787-9梦幻客机,这架崭新的客机如今正式加入现役的澳航空客A330和空客A380机队,共同服务于澳洲各地往来中国香港的航线班次。届时搭乘澳航布里斯班-香港、墨尔本-香港、悉尼-香港(自2019年3月起)航班的乘客将有机会感受到澳航梦幻客机全新一代经济舱、尊尚经济舱以及商务舱的舒适体验。

同时,为了方便旅客根据需要更灵活地安排行程,澳航还调整了目前每日两班的悉尼-香港航线时间,为旅客提供日间和夜间两个不同时段的航班选择。自2019年3月31日起,澳航悉尼-香港航线的其中一班将维持于中午时段从悉尼起飞,而另一班QF117航班则将调整为夜间从悉尼出发,并于次日早晨到达香港,衔接自香港机场出发的日间航班,澳航更是与国泰航空签订了代码共享合作航班,方便旅客于香港中转至更多亚洲各大目的地。

The first Qantas Dreamliner service from Hong Kong to Australia departed on 13 Dec, marking the first destination in Asia to be served by the airline’s Boeing 787-9. The launch followed the arrival of Qantas’ eighth Dreamliner in November, joining the national carrier’s A330 and A380 aircraft that also fly to Hong Kong.

Customers travelling on selected Qantas flights to Hong Kong from Brisbane and Melbourne, and from Sydney in March, will experience the Dreamliner’s next generation seating in Economy, Premium Economy and Business class cabins.

Qantas has also re-timed one of its two daily flights from Sydney to Hong Kong from 31 March 2019, offering customers the choice of a midday or evening departure from Sydney. QF117 will operate overnight and arrive into Hong Kong in the morning, providing more options for onward connections to other destinations in Asia, including those operated by Qantas’ new codeshare partner Cathay Pacific.

T&L:有哪些新产品、新服务、新技术在2018/19年进行运用?人工智能、大数据等是否在行业获得应用?效果怎样?下一步会怎样继续推进?

What new products, new services and new technologies have being used in 2018/2019? How about the effect and passenger feedback?

陈敬新先生:今年五月,全新的澳航分销平台(Qantas Distribution Platform, QDP) 正式投入使用,通过进一步紧密对接澳航官网机票信息,大幅提升了间接代理的渠道运营,为业内合作伙伴搭建了更为便捷的产品销售平台,从而给消费者带来周到的无缝服务模式。澳航的同业伙伴将通过平台获取更多与旅客行程相关的内容,包括客舱、餐饮的图片以及预订加宽空间座位等增值服务。同时,乘客的常旅客信息和目前的等级都可一目了然。

澳航宣布了于2019年底竣工开放的新加坡樟宜机场头等舱贵宾休息室,这座投资数百万澳元的贵宾休息室建成以后,将可容纳240名旅客,并提供亚洲风味的优质餐饮服务,致力于为宾客打造一个奢华舒适的休息环境。同时也将全面满足旅客尤其是中转的各种需求,包括完善的淋浴设施、服务全面的鸡尾酒吧、开放式厨房餐厅以及体现新加坡当地饮食文化的特色菜单。最值得一提的是,澳洲著名工业设计史David Caon和他的团队正在潜心为樟宜机场的澳航头等舱贵宾室将会打造一项全新的沉浸式虚拟现实(Virtual reality, VR) 技术,以帮助乘客能更好的休息调整,而这项技术也将适用于澳航此前宣布的空客A380客机的客舱升级工程中。

Qantas launched a new technology platform in 2018 to enhance the airline retailing, booking and servicing capabilities for its trade partners and deliver a more personalised experience for customers.

The Qantas Distribution Platform (QDP) improves the functionality of indirect agent channels by more closely aligning them with the capabilities currently available via qantas.com, making it easier for trade partners to sell Qantas products and provide more seamless customer service.
In time to come, Qantas trade partners will have access to richer content that is relevant to the customer’s journey, including images of cabins and meals and the ability to book extras such as Extra Legroom seating. It will also provide Qantas Frequent Flyer information and tier status at the point of sale.

Qantas also announced a multi-million dollar investment in a new First Lounge at Singapore Changi Airport. The Singapore First Lounge will offer seating for 240 customers, a luxurious design and premium a la carte dining with Asian-inspired menus. The new First Lounge will be designed to suit the specific needs of transit travellers, with shower facilities, a cocktail bar, open kitchen and menu offerings reflecting the best of Singapore’s vibrant dining culture.

Qantas is using virtual reality (VR) in the development of its new First Lounge at Singapore Changi Airport, which is set to open at the end of 2019. Industrial designer David Caon and his team have created an immersive virtual reality representation of the design concept, providing a better way for Qantas to preview and fine tune lounges. A similar approach is being used for the airline’s upgrade of its A380 cabins.

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