Deliver our brand – all of us, all the time
We are aware that running a robust operation is crucial for meeting our customers’ expectations and delivering a cost-effective business. We monitor
our operational performance through a broad range of measures at many levels. Departure punctuality is our primary measure, as high performance
here requires other operational processes to run smoothly and also because it is a significant driver of customer satisfaction. In 2013, 76 per cent of
flights departed within 15 minutes of the scheduled departure time compared to 79% in 2012. We are looking to improve this level of punctuality and
there are a wide-range of initiatives underway across the airline.