Jetstar Extends Agreement with RightNow to Support Overseas Expansion

Published on July 11, 2006 in Computer Software, Technology


Low-Fares Australian Airline Leverages Web Self-Service to Optimize Customers’ Online Experience in Multiple Languages and Reduce Contact Center Workloads

Sydney, Australia (July 11, 2006) – RightNow(R) Technologies (NASDAQ: RNOW) today announced that Qantas low fares subsidiary Jetstar Airways is extending its implementation of RightNow Service(TM) to support its aggressive expansion overseas. By further leveraging RightNow’s acclaimed web self-service technology in multiple languages and across a wider range of content, the low-cost airline will optimize its customers’ online experience in additional languages–including Chinese and Japanese–and significantly reduce workloads at its call center, which is primarily geared for sales rather than service.

The quality-of-experience Jetstar provides for customers on its web site is particularly important for the airline because such a substantial proportion of its ticket sales come from its online channel.

“RightNow has proven itself to be an excellent solution for leveraging the web to provide our customers with immediate, accurate and relevant answers 24 hours a day with minimal incremental cost,” Grant Swinbourne, Jetstar’s manager of online channels, said. “By empowering us to extend this exceptional online experience to customers throughout the Pacific Rim, RightNow is playing an important role in Jetstar’s growth strategy.”

Jetstar has already seen excellent results from its initial English-only RightNow implementation, which receives approximately 1.25 million visits per month. Jetstar customers have also consistently given the company’s site very high satisfaction ratings in its market surveys.

Jetstar’s initial long haul expansion plans with flights commencing before the end of 2006 include Thailand, Vietnam, Indonesia, Japan and Honolulu in the US.

RightNow is being used by several airlines–including British Airways, Air Canada and ATA–to optimize the customer experience across multiple channels.

“Air travel is a prime example of an industry where cost-control is a must, but it’s also critical to deliver a great customer experience in order to remain competitive,” said Alison Higgins-Miller, RightNow’s Vice President Asia Pacific. “Jetstar’s decision to expand its RightNow implementation proves both that our solution has already helped them meet this cost/quality challenge and that they believe they can achieve even greater returns on their investment in RightNow’s technology.”
About Jetstar Airways

Jetstar ( is a Qantas Group Airline and fully owned subsidiary. Its head office is situated in Melbourne, Australia. Jetstar commercially launched in Australia in February 2004 and commenced flying in May 2004. The value based low-fares carrier now operates almost 1,000 weekly services to 21 destinations including most Australian capital cities. Major markets include Sydney, Melbourne, Brisbane, Gold Coast and Cairns. Jetstar commenced some trans-Tasman international services from Christchurch in December 2005.

Jetstar currently operates a fleet of 23 Airbus A320 aircraft for Australian domestic and trans Tasman services by June 2006. It will upgrade its Air Operator Certificate to operate wide bodied jet aircraft. An interim fleet of 6 wide body A330-200 aircraft will transition to a fleet of 12 new Boeing 787 aircraft, with delivery of Jetstar’s first B787 scheduled for late 2008.

Source: RightNow

Leave a Reply