Case Study: Virgin Australia achieves customer-led decision making with Qualtrics

Virgin Australia - Customer Case Study

Virgin Australia partnered with Qualtrics to strengthen its customer experience strategy and better understand what travelers value across the journey. The airline’s challenge was to capture feedback at every stage of the customer journey, from pre-flight to post-flight, and turn that data into clearer insights for both corporate teams and frontline staff.

Using Qualtrics, Virgin Australia implemented a broad Voice of Customer program that combined experience feedback with operational data, including input from Velocity’s 11.5 million members. Qualtrics helped Virgin Australia equip more than 500 cabin managers with real-time dashboards, support better coaching, and deliver improvements such as expanded payment options, bag tracking, and the Middle Seat Lottery program, helping the airline exceed its CX goals.

Virgin Australia

Nick Hill

Manager - Customer Insights