Case Study: Qantas achieves real-time in-flight customer recognition and scalable, highly available systems with Amazon Web Services

Qantas - Customer Case Study

Qantas, Australia’s largest airline with more than 30,000 employees, needed a way to deliver a consistently personalized customer experience from booking to arrival. The airline wanted an in‑flight application that aggregated passenger data for cabin crew to improve recognition and service, but needed a fast prototype that met strict data‑security requirements, was cost‑effective, and could scale globally for an initial user base of about 1,000 crew managers.

Qantas chose AWS to avoid lengthy capex approval and to get scalable, secure infrastructure quickly, working with partner Full 360 and using EC2, S3, Vertica and Talend. A 12‑week pilot scaled from 20 users to nearly all 1,000 cabin supervisors, delivering almost 100% availability, better customer recognition, proactive incident resolution, and a plan to extend the app to more customer‑facing staff while increasing confidence in cloud production workloads.

Qantas

Andrew Stevens

Technical Analyst, Customer Service and Cabin Crew, Qantas