Jetstar Airways, one of Australia’s leading low-cost carriers, has long recognized the importance of delivering exceptional customer experiences while optimizing on board sales. A key challenge for the airline was ensuring that its frontline cabin crew had access to real-time, actionable insights to improve customer interactions and service performance. By implementing AskNicely’s frontline tool, Jetstar has transformed how its crew engages with customers, leading to more informed decision-making and enhanced service delivery.
Jetstar’s cabin crew plays a crucial role in shaping the passenger experience, yet traditional performance feedback mechanisms left them without timely insights. Before integrating AskNicely, feedback was either unavailable in real-time or buried in data that wasn’t easily accessible to those who needed it most. With a workforce of 3,000 frontline employees, there was a critical need for a streamlined tool that could bridge the gap between data and day-to-day operations.
“We needed a tool that provided quick, digestible feedback to our crew so they could make improvements on the spot,” said Matt Stamp, Cabin Crew Strategic Projects Manager at Jetstar. “AskNicely’s frontline dashboard gave us exactly that.”
By leveraging AskNicely’s frontline tool, Jetstar pushed relevant customer insights directly to its crew after each flight. The tool provided a clear view of performance trends, top-selling on board products, and actionable suggestions for enhancing customer interactions. This shift empowered the crew to refine their service approach in real time, rather than waiting for delayed reports or end-of-quarter reviews.
“The ability to see real-time customer feedback allows our crew to adjust their approach immediately, whether it’s improving communication, upselling a popular product, or addressing service gaps,” explained Chris Luong, Business Analyst at Jetstar. “We’re seeing a much more engaged and proactive team as a result.”
One of the biggest successes of the frontline tool has been its seamless integration into Jetstar’s daily huddle meetings. The tool is now a core component of pre-flight briefings, ensuring that every crew member steps onto the aircraft with the latest insights on customer expectations, past flight performance, and revenue opportunities.
“As soon as we launched it… every flight start, every duty, we are talking about the customer,” said Adam Sebalj, Senior Manager, Commercial and Strategy (Cabin Crew) at Jetstar. “We know the themes of what customers like and don’t like on these particular flights, so it’s actionable.”
The introduction of the frontline tool has not only benefited customers but also improved employee engagement. Crew members now have a clearer understanding of their impact on customer satisfaction, leading to greater ownership and motivation.
“We’ve seen a real cultural shift,” Chris noted. “When crew members can see the direct impact of their service on customer sentiment, it creates a feedback loop that continuously drives improvement.”
“Using AI tools to really give individual development opportunities… being able to give measurable personal feedback and development tips is what we’re looking for,” said Matt. “We don’t want to just give them individual comments; we want to give them themes and actionable insights to improve customer experience.”
By putting actionable insights directly into the hands of its frontline crew, Jetstar has reinforced its commitment to customer excellence and operational efficiency. As the airline continues to evolve, the frontline tool remains at the heart of its strategy to empower employees and elevate the passenger experience.
