Case Study: Qantas

Transforming cabin crew training in a new digital era

Case Study

Qantas Project Joey

When Qantas set out to modernise its cabin crew training programme, the airline partnered with AU Consulting to deliver a smarter, more scalable, and digitally enabled transformation.

Together, we reimagined training for 5,500+ crew across Australia, New Zealand, and the UK- streamlining delivery, embedding digital innovation, and creating on-the-job support. The result: stronger crew confidence, measurable efficiency gains, and a training system ready to meet future fleet growth.

At a glance

See how we’ve helped develop strong leaders, more inclusive cultures and long-term organisational shifts.

  • Training footprint redesigned for a post-COVID era
  • More than 20% of classroom learning shifted into digital modalities
  • Integration of immersive technology - 3D modelling, augmented reality, and immersive cabin tours
  • Online crew learning hub introduced for anytime, anywhere access
  • 95% uplift in cabin crew learner confidence
  • 35% increase in training capacity by FY26
  • Full compliance with CASA, CASR, and IOSA aviation training regulations

The challenge: a resource-heavy training programme

Like most cabin crew training programmes globally, Qantas relied heavily on classroom delivery, portable equipment and instructor capacity, while balancing the vast competencies required before the crew could become operational.   

From Human Factors to Service Skills, Emergency Procedures and Aviation Medicine, the curriculum was comprehensive but resource intensive.  

As one of the world’s most respected airlines, Qantas needed a modernised programme that could match global benchmarks, ease pressure on trainers and learners and scale effectively, all without compromising safety, compliance or the customer experience.

The transformation: modular design , and digital training solutions

Working alongside Qantas, AU reshaped the training footprint to be leaner, more engaging and easier to scale. At the heart of the redesign was a modular approach, breaking down hundreds of topics into structured learning blocks that eased cognitive load, enabled digital integration and supported a smoother transition to line flying.

  • Modular design: easing cognitive load and creating a more flexible footprint
  • Digital integration: AR/VR galleys, 360° cabin tours, interactive modules and an online learning hub
  • On-the-job coaching: a buddy system and job aides to support transition to line flying
  • Capability and assessment frameworks: defining the skills and behaviours of a Qantas flight attendant and measuring them

“The AR galley was a highlight of the course — it felt real and built my confidence.”

A Shared Success

This wasn’t about cutting corners; it was about designing smarter. Together, Qantas and AU built a future-ready training programme that reduces complexity, grows people and strengthens the Spirit of Australia- positioning the airline to lead in a post-COVID aviation landscape.

The impact: measurable outcomes and crew confidence​

The redesigned programme delivered results that were both immediate and scalable, creating value at every level.

  • Efficiency gains: a leaner, more scalable training footprint
  • Digital adoption: more than 20% of training shifted to digital delivery
  • Learner confidence: 95% uplift, with smoother transitions to line flying
  • Capacity growth: a 35% increase in training throughput by FY26
  • Compliance: full alignment with aviation training regulations

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