NEXT GEN
CHECK-IN
QANTAS
Frost*collective was appointed lead design agency to Qantas in 2010 after a rewarding 3-year creative partnership from 2007. During this time we consulted with the business on a broad range of communications from master planning to in-flight animations. Our longstanding relationship with Qantas delivered multiple projects including the new Next Generation Check-in journey, Brand Advertising Guidelines in collaboration with M&C Saatchi, and a major upgrade of brand experiences in key terminals, based on the findings of a national brand audit.
RESHAPING THE AIRPORT JOURNEY
As Australia’s largest domestic and international airline, Qantas’ mission is to be the world’s #1 premium airline by delivering exceptional service to every customer. Working closely with Qantas Creative Director, Marc Newson, we master-planned an intuitive and seamless check-in experience which radically contemporised the airport check-in process.
“Qantas’ customer advocacy figures are at an all-time high, including record domestic on-time performance stats in 2013, for which ‘Next Gen Check-in’ has been a major contributor."
HAL CALDWELL,
FORMER MARKETING MANAGER, QANTAS ASIA
TAKING THE STRESS OUT OF CHECK-IN
The ‘Next Generation Check-in’ is a holistic system of easily understood totems and information points that have radically simplified check-in and puts the focus back on the customer. The newly integrated communications system with new graphics and signage, comprises three-steps: welcome/swipe, weigh/bag-drop and fly -guaranteeing a swift and seamless airport check-in process.
SIMPLICITY, RELEVANCE AND INTUITION WIN CUSTOMER VOTES
The ‘Next Generation Check-in’ has effectively updated the entire airport experience from departure land-side to arrival air-side while our animation work on the terminal videos has subsequently led to our involvement across the Qantas Inflight Entertainment brand.
