Qantas PR to ditch Twitter

The Qantas PR team has announced it is ditching its Twitter account and will instead be directing customers over to their new website newsroom for information and updates.

The twitter handle @QantasMedia tweeted that it will be shut down on Friday 19 April. The account is run by Qantas PR staff and has 27,000 followers. The reason behind the closure is being put down to the fact the airline already has a Twitter account, and a desire to condense the information it shares via social media.

The account was originally set up as a news feed for staff to share breaking news and information with the media. Qantas will continue their tweeting from their official account, @QantasAirways, which almost has 114,000 followers.

Qantas has always had a bit of a strained relationship with social media. In 2011, furious customers took to social media to slam Qantas’ decision to ground its fleet after work place relations discussions turned nasty. The airline was also left red faced after the #qantasluxury debacle where customers were encouraged to tweet in their ideas of ‘Qantas luxury’ to win a pair of first-class Qantas pyjamas. Customers instead used the hashtag to air their grievances about the airline.

MasterCard MasterPass: ‘the future of digital payments’

MasterCard has today announced MasterPass, a new digital wallet that enables users to purchase products with a bank card, or on their digital device.

With users able to choose from a number of pre-stored cards and shipping addresses stored within the digital wallet, the ultimate idea behind the MasterPass concept is to overturn lengthy manual upload issues by speeding up the payment process through an automated system.

“It’s about convenience, accessibility and security,” says MasterCard Australasia divisional president Eddie Grobler.

“With MasterPass, consumers can safely do their grocery shopping on the train on the way home from work, or make a last minute gift purchase on their lunch break, without the need to re-enter card and shipping details.”

MasterPass comes on the back of recent news that other brands are delivering a similar service with Visa and Samsung forming an alliance to also tap into the digital wallet demand. Both Visa and MasterCard made their announcements at the Mobile World Congress currently underway in Barcelona.

There is also the Apple PassBook app released last year alongside iOS 6 to provide a all-in-one location for boarding passes and store cards, Airlines Virgin Australia and Qantas adopted the technology in September and November respectively, and Ticketek integrated its own PassBook support into a new iOS that launched in December.

As present, Westpac, Commonwealth Bank, NAB, ME Bank, JB Hi-Fi, AHL, Harvey Norman, Roses Only, Merchant Warrior and Paycorp are all currently working to integrate the MasterCard technology.

Availability of the service for merchants and users will roll out in Australia and Canada by the end of March, followed by the US and UK shortly after and further markets by the end of the year, including Belgium, Brazil, China, France, Italy, Netherlands, Singapore, Spain and Sweden.

 

From Macworld

Qantas and Swisse partner to bring Ellen Down Under

First Oprah visited our shores, and now Ellen will come Down Under in a deal brokered by Qantas and Swisse to bring the American comedian to Australia in March.

The visit was announced by DeGeneres and Swisse Wellness global ambassador Nicole Kidman in an episode of the comedian’s self-titled show filmed today that will be watched by a global audience of more than 16 million people.

The Ellen DeGeneres Show will film numerous segments around Melbourne and Sydney in March that will air in April to around 60 countries around the world.

During the in-studio announcement in Los Angeles, the show’s audience each received a free return flight on Qantas between the United States and Australia. Unlike when Oprah visited however, they will not be required to use their ticket to coincide with filming and will not be part of the segments filmed.

And also unlike Oprah’s visit, Tourism Australia has not backed the deal. The rift between the national tourism body and Qantas appears to be still in place after Qantas suspended the pair’s $50 million marketing deal in November last year over claims the tourism body’s boss, Geoff Dixon, was involved in a consortium to takeover the airline.

CEO of the Qantas Group, Alan Joyce, says bringing the show to Australia was a fantastic opportunity to market the country to a massive worldwide audience. “This is a great coup for Australian tourism,” Joyce says.

“The Ellen DeGeneres Show is one of the top-rating shows in the United States and screens in several key source tourism markets, making it a great platform to profile what Australia has to offer as a holiday destination.

“Ellen is a household name and her unique brand of fun and optimism is a perfect match for the relaxed Australian culture.”

The United States is a key source market for visitors to Australia. The show also screens in other key source markets including the United Kingdom, New Zealand and Japan.

The announcement comes in the same week as Qantas’ Spirit of Australia party in Los Angeles.

Qantas suspends $50m Tourism Australia partnership over sabotage

Qantas has suspended its $50 million marketing deal with Tourism Australia over claims the tourism body’s boss, Geoff Dixon, is involved in a consortium to takeover the airline.

Qantas CEO Alan Joyce wrote to Tourism Minister Martin Ferguson yesterday to put its 40-year partnership with the federal government’s tourism body on hold, The Daily Telegraph reports.

Joyce claims Dixon, a former Qantas CEO, is deliberately trying to sabotage the airline, tried to block the airline’s deal with Middle East carrier Emirates and was “agitating” behind the scenes to remove Qantas’ management.

A spokesperson for Qantas confirmed the split between the long-term partners to Marketing. “This conflict has arisen from the involvement of Tourism Australia’s chairman with a syndicate that is actively canvassing fundamental changes to the Qantas Group strategy, including the proposed partnership with Emirates,” the spokesperson said. “Qantas cannot continue to collaborate with an agency whose chairman is a member of a syndicate committed to unravelling Qantas’ structure and direction.”

In the letter sent to Mr Ferguson, Joyce is believed to have cited an “untenable” conflict of interest on the behalf of Dixon amid claims he was leading the consortium to buy out the airline.

The group is reported to have been buying up shares in Qantas, with a view to potential takeover, and has been scouting for global investors, according to aviation sources. It’s reported retailer Gerry Harvey, media investor John Singleton, former Qantas executive Peter Gregg and venture capitalist Mark Carnegie are part of the group, which recently bought 2% of stock in the national carrier.

Joyce is understood to have voiced concerns to the government in the past over Dixon’s involvement in the scheme. The Qantas chief claims Dixon could not act impartially as a government-appointed chairman while privately seeking to undermine the carrier.

In the meantime, Qantas said it will redirect the marketing spend to state-based tourism bodies. In a statement, the airline said, “Qantas remains committed to supporting Australian tourism. Not one dollar will be removed from tourism marketing as a consequence of this decision. Rather than providing this support through the federal agency, Qantas will instead look to do so through the states.”

The suspension includes both Qantas and Jetstar, barring some key initiatives already underway to avoid impacting on the tourism stakeholders involved.

oOh! launches consolidated airport offering after acquiring Eye

oOh!media, following its recent acquisition of Eye Corp, launched its consolidated digital airport media offering last night at Sydney’s Qantas domestic airport terminal.

The new digital airport offering is part of an $11 million investment in Qantas terminals in Sydney, Melbourne, Brisbane and Perth.

oOh!’s fleet of airport signage features high-definition digital roadside billboards, and digital and back-lit advertising within terminals, including installations near Qantas Club, valet parking and baggage carousels.

CEO of oOh!, Brendon Cook, told industry representatives the offering affords greater flexibility to advertisers. “Advertisers will easily be able to schedule different messages on digital inventory by day part, day of week and specific airport precincts to around 30 million travellers.”

oOh!’s partnership with Qantas is focused very much on premium business and leisure travelers. “All travellers – be they business or leisure flyers – are time poor, but the dwell time inside the terminal provides a unique opportunity to interact with them and influence their decisions,” Cook added.

The acquisition of Eye positions oOh! as Australia’s largest provider of airport media throughout Australia.

 

Rio Tinto, Google, Microsoft and Qantas top employer brands in Aus

Rio Tinto, Google, Microsoft and Qantas are among the most attractive Australian employer brands, according to a study from LinkedIn.

The professional social network today revealed the results of its ‘InDemand Employer’, finding Rio Tinto was the most attractive and sought after Australian employer on LinkedIn based on the level of interest users of the social network showed in the company online.

Top 20 attractive Australian employer brandsGoogle ranked at number two, while Microsoft, at number five, and HP, at number 11 were the only other technology companies to rank in the top 20. Management consultants Accenture also featured in the top ten, coming in at number six, while its rival Deloitte ranked at number 18.

Two banks made the list – National Australia Bank at number 10 and the Commonwealth Bank at number 15. Iconic Australian brand Qantas rated a mention at number eight, despite last year’s industrial disputes. The ABC was the only media company to make the top 20, at number 13.

“70% of companies rank employer branding as one of their biggest priorities as they increasingly compete for top talent,” says senior director of LinkedIn’s talent solutions, Steve Barham. “The ability to better understand how your company is perceived among key professional audiences empowers you to take steps to better engage the professionals you most want to hire.”

InDemand Employers is powered by LinkedIn’s Talent Brand Index tool, a new, free service that allows companies to measure and benchmark the strength of their employer brand. LinkedIn offers the following three tips for boosting one’s rating on the talent index:

  1. Encourage all current employees to create and complete their profiles so that they can easily be found,
  2. complete their company page so potential candidates can find out more information about the company and its culture, and
  3. include a company ‘follow’ button on the company website and in email signatures.

 

Airline customer satisfaction: Tiger stages dramatic turnaround, Qantas flounders

Tiger Airways has staged a dramatic turnaround in customer satisfaction levels, while Qantas has been unable to reverse the damage sustained during the grounding of its fleet in October last year.

Customer satisfaction with Tiger rebounded from below 40% in June this year to 64.6% in September, representing a dramatic turnaround for the airline, according to Roy Morgan Research. Its satisfaction levels now sit just below low-cost carrier competitor Jetstar which boasts 65.7% satisfaction among customers.

Meantime, Virgin Australia has the highest levels of satisfaction, with 84.7% of its customers satisfied with the airline’s services. Virgin has ranked ahead of Qantas most months since the industrial dispute which forced Qantas’ grounding, adversely affecting 80,000 passengers.

The data, collected in Roy Morgan’s Single Source quarterly sample of 1896 Australians, shows Qantas floundering at 80.2%. The airline, which dominated customer satisfaction for much of 2011, has been unable to regain the satisfaction scores in the mid to high 80s that it enjoyed prior to the grounding.

Jane Ianniello, international director of Roy Morgan’s travel and leisure division, says Virgin Australia enjoyed strong growth in domestic customer satisfaction in the September quarter despite the cancellation flights in August and September to maintain its load factors.

“In addition to capitalising on the Qantas industrial dispute in October 2011, Virgin Australia also launched its new brand in mid-2011 and its new business class in 2012.

“The challenge for Qantas is to understand their loyal customers and the factors that impact on their satisfaction, particularly the lucrative business traveller market,” Ianniello says.

Tourism Aus shifts gaze to Europe and NZ with $14.3m Emirates deal

Tourism Australia (TA) has shifted its gaze to Europe and New Zealand, announcing a $14.3 million joint marketing agreement with Emirates.

With the focus having been heavily on China and other Asian markets since the relaunch of ‘There’s nothing like Australia, TA will partner with Emirates to renew its focus on some of Australia’s leading inbound visitor markets, namely the United Kingdom, Germany, France, Italy and New Zealand.

The three-year deal will fund joint marketing initiatives on traditional and digital media platforms, as well as event and sponsorship activity, it was announced today.

Emirates, the world’s largest international carrier, has worked with TA on cooperative activity in the past and plans to up its investment in Australia with 14 new routes to be added to its roster of 70 flights to Australia per week by 2013.

TA’s managing director, Andrew McEvoy, says Emirates’ commitment to the Australian market has made it one of the country’s strongest marketing partners, since it started visiting the nation’s shores in 1996.

“Tourism Australia has worked with Emirates on local cooperative marketing activities across individual markets for some years now, and very successfully so, linking Australia’s visitor appeal with the airline’s extensive schedule and internationally recognised and well respected brand,” McEvoy says.

“Both parties have agreed there is now a need for a more strategic, longer-term agreement to more effectively market Australia to Emirates’ extensive global customer base, in particular throughout Europe where the airline is so well established.”

The deal is the largest investment Emirates has ever made with a global tourism body, according to senior vice president of public, international, industry and environmental affairs at the airline, Andrew Parker. “Emirates has carried more than 16 million passengers to and from Australia since 1996 and today we enable travellers from more than 30 European locations to travel to Australia via one stop in Dubai, offering passengers from all corners of the continent the chance to enjoy the many and varied attractions down under,” Parker says.

It’s understood the deal will not abate TA’s investment in Asia. McEvoy says the markets covered by the arrangement “align strongly with Tourism Australia’s ‘balanced portfolio’ approach”. The plans are another step in the board’s ‘Tourism 2020’ efforts aimed at doubling annual overnight visitor expenditure to up to $140 billion by the end of the decade.

The partnership follows the news of Emirates’ 10-year alliance with Qantas, which will see Qantas shift its hub for European flights from Singapore to Dubai and enter “an extensive commercial relationship” with its rival.

Crusaders for the cup

Campaign: The Great Crusade

Client: Qantas

Agency: Wonder

 

Background

Qantas has been the official naming rights partner and official airline for the Australian Wallabies since 2004. It is a sponsorship of which the airline is particularly proud, as it marries Australia’s international flag bearer with one of our great sporting teams.

So when Emirates was announced as the official airline for the 2011 Rugby World Cup in New Zealand it presented an unprecedented dilemma.

On the one hand, given the commercial importance of the trans-Tasman route, it was unthinkable that Qantas would hand over perceptual ownership of it to a major international competitor for the duration of the Rugby World Cup. On the other hand, Qantas understood and wished to adhere to the rules protecting sponsors and their investment. Qantas was legally prohibited from producing content within 500 metres of any World Cup event and this restriction was acknowledged and respected.

The challenge was therefore to out-think and outperform the official sponsors without stepping outside the rules of the game. It was crucial that Qantas supported its trans-Tasman route and promoted New Zealand as a destination within Australia. It was a matter of pride that it gave maximum exposure to its ongoing sponsorship of the Wallabies team.

The question was how to turn a disappointment into opportunity, and how to demonstrate leadership while embracing prohibitive restrictions.

Players

Objectives

The objectives were:

  • to leverage the Qantas Wallabies sponsorship and to build Qantas association with the Rugby World Cup itself – despite not being an official sponsor. Specifically, to be named as one of the top four sponsors without actually being one – with 12 major international brands spending big bucks to maximise their official sponsorship impact,
  • to promote the Qantas transTasman service within Australia and increase propensity to visit New Zealand as a desirable destination, and
  • to have a positive effect on forward bookings to New Zealand – as all airline tickets had been sold weeks prior to the World Cup competition, we were looking to generate trips down the track.

Guests

Strategy

We determined early on that we had to create a campaign that complemented the World Cup, but would engage Wallabies supporters in its own right. It needed to centre on the core Qantas business of ‘travel’, showcase New Zealand, and yet still have the Wallabies and their success as its primary focus.

Importantly, we didn’t feel it appropriate to try and ‘buy’ the sort of exposure we craved. This needed to be something that took on a momentum of its own, that generated good will through the enthusiasm of the participants, and demanded attention through its inherent entertainment and news value.

In addition, it needed to play by the rules, but not take those rules too seriously. We felt that as a non-sponsor we could afford to have some fun, while adding weight and support to the Wallabies team.

None of the above felt like traditional advertising. Our strategy was to provide content that people would upload and want to share. We were on something of a ‘crusade’ and we wanted rugby supporters to feel that they could come on that crusade with us in real time and share the thrills, spills and misadventures that were bound to occur.

The big idea was ‘The Great Crusade’: 25 branded campervans following the Qantas Wallabies across New Zealand filled with supporters, tour hosts, a band and a film crew.

Campers

Execution

An online competition encouraged potential participants to make a video proving they were huge Wallabies supporters. Judges looked for originality, but more than anything we wanted diehard Wallabies supporters with bags of personality.

In the event, 128 supporters were chosen to travel 53,850 kilometres across both islands of New Zealand participating in 45 different activities across 39 days. They went to 10 Rugby World Cup matches, enjoyed 16 gigs by our resident and guest bands and made three bungee jumps, including one off Auckland Bridge. Living up to their reputation as true Aussie rugger buggers, they drank too much, partied too hard, drove large campervans across perilous mountain passes and undertook death-defying activities such as white-water rafting. All 128 returned home alive, if not well.

The star of the web and TV series was actor Phil Lloyd, best known as Myles Barlow from the Review TV series. Throughout the tour, he was Toby Withers, hapless reporter for Highly Strung magazine and specialist in nontennis racquet sports. He was helped in his efforts to come to terms with rugby by John Eales, Matt Burke, Chris Hardy, Gordon Bray and the Wallabies themselves. Over 35 days, he lodged 21 episodes online and on TV, and put together two 30-minute specials.

The idea was that this would be a truly spontaneous and ‘live’ documentary, recording the misadventures of our travelling caravan. Spontaneity requires planning. We recruited the services of top film director Gregor Jordon (Two Hands, Buffalo Soldiers, Ned Kelly), and the writing and production services of Nathan Earl from The Chaser team. Scripts were written daily, on the spot and on the run for the 35 days of the tour.

The site did a great job of showcasing New Zealand. Visitors were met with 20 New Zealand attraction information pieces promoting New Zealand on the site. Wellington and Auckland content pages were viewed 3870 times alone, with an average two minutes spent exploring these important gateways.

The Great Crusade series ran online with more than 12.7 million views to date. Additionally, The Great Crusade series ran on Q in-flight TV for the duration of the tournament, totalling over 12,000 screenings on domestic flights, bringing New Zealand and the Qantas Wallabies to 1.9 million passengers. It generated 49 online stories, 17 print articles, 12 broadcast pieces, including six segments on the Today Show, and countless radio interviews.

Australians themselves picked up ‘The Great Crusade’ and ran with the story through social media. Over 3500 tweets, blogs, Facebook ‘likes’ and online comments reached in excess of 15 million people. There were nearly 350,000 views on Qantas’ YouTube channel.

For six weeks ‘The Great Crusade’ became an entertainment phenomenon. Such was the power of its unique narrative that it was even nominated for an Emmy Award for Digital Fiction and won a Gold Lion at Cannes.

Toby Withers

Results

Thegreatcrusade.com became compulsive viewing for anyone interested in the Rugby World Cup. It generated 80 million media impressions, 20 million unique browsers and 428,318 clicks with 199,364 unique visits to the m-site.

Specifically, in response to the objectives:

  1. in research conducted by Ipsos for the week commencing 24 October 2011, Qantas recorded the highest brand awareness despite not being a World Cup sponsor, beating out Heineken and forcing Emirates into third spot,
  2. 70% of those exposed to Qantas activity around the Rugby World Cup agreed that it increased their interest in visiting New Zealand. 32% of those seeing the Qantas activity claimed to be extremely likely to visit New Zealand, compared to only 17% that had not seen The Great Crusade. Those ‘quite/extremely likely’ to do so rose from 50% to 82%, and
  3. bookings to New Zealand saw an overall lift during the Rugby World Cup, peaking during the core rounds and the finals series. While the competition generated its own coverage of New Zealand, we believe our 30-day voyage around less-known parts of both islands contributed significantly to this uplift.

 

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Qantas to use Kerr’s allure in loyalty war campaign

Supermodel Miranda Kerr is to front a new campaign for Qantas Club in the airline’s bid to fight off competition from Virgin Australia’s frequent flyer program and give the brand a younger image.

The campaign featuring the Australian model will cost around $1 million and is part of Qantas’s biggest marketing push since the 2000 Olympics, the Australian Financial Review reports.

It’s designed to engage with current members, attract new members and highlight the benefits of Qantas Club, in follow up to the airline’s recent launch of its new positioning – ‘The spirit of Australians‘.

Kerr says Qantas Clubs give her a ‘home away from home’ while she travels as well as a few indulgences. “I’m very excited to be involved in this campaign. As a frequent traveller, I know how important it is to have a space where you can relax and unwind, or stay connected until your flight departs,” she says.

The work sees Kerr expand her role as one of the airline’s ambassador and add to her roster of endorsements including David Jones and her own brand of skincare products. Qantas has not renewed its deal with long-term ambassador John Travolta, the Fin Review reports.

The campaign will run in Qantas channels via Qantas Frequent Flyer emails, qantas.com, in terminal and outdoor.

 

Qantas to leverage social commerce with accommodation site Hooroo

Qantas has created a sub-brand to sell accommodation via social media in an attempt to capitalise on travellers who book after seeing friends post about their trips online.

‘Hooroo’ is the first travel site to integrate social discovery and sharing with the ability to book accommodation directly at destinations Australia‐wide, the airline claims.

Head of marketing for the new venture, Lija Wilson, says the rise of social commerce led Qantas to develop a platform that integrates content, social and the ability to transact in a seamless user experience. “Travel is the most social of all categories – we all ask our friends for inspiration and suggestions and then share our experiences through our networks when we get back from a trip,” Wilson says. “Our launch strategy is centred around seeding the brand via social channels and then allowing travellers to take that real‐life behaviour online.”

hooroo

In addition to its initial focus of social seeding, Hooroo will launch with a digital campaign created by Badjar Ogilvy Melbourne. For the campaign a group of consumers were charged with the task of developing 24‐hour itineraries for destinations around Australia, which will be shared through hooroo.com, as well as their own blogs, Twitter accounts, Facebook pages and other social outlets.

The initiative gives Qantas a road into the high margin, high growth online accommodation market and leverages off the back of Tourism Australia’s launch of ‘There’s nothing like Australia’ domestically.

Research from Tourism Australia shows that social media is rapidly impacting the way Australians travel domestically, with 20% having booked a domestic holiday as a result of viewing their friends’ social media updates.

Tourism Australia chief Andrew McEvoy threw his support behind the site. “We know that compelling destination content and competitive deals can play a big part in stimulating people’s desire to explore and travel, and the creation of the new Hooroo social travel site seems to embrace this insight, which we’re hoping will inspire more Australians to reconsider their own backyard and take the next step by booking a domestic holiday or getaway,” he said.