Qantas Online FAQ s ORDERING: How and when do I get fitted for my new uniform? For a variety of reasons the decision was made not to have individual fittings for this uniform changeover. The main reason for this was the geographic distribution of staff around 12,500 people across 100 locations would have meant a delay of 3 months to the timeline. When can I get my new uniform? You can expect to receive your new uniform in late October 2013 / early November 2013. How do I place an order? You can order your new uniform online at www.pbworkwearonline.com.au. Orders can be placed from April 22 and need to be completed by May 17 2013. Get your order in quick for your chance to win some fantastic prizes! Your username is your staff number preceded by QF e.g. QF123456, your password is your staff number e.g. 123456. Tip: if your staff number is less than 6 digits, you will need to include zeros at the beginning to make 6 digits. What if I am on leave when I need to order my uniform? Employees on leave during the new uniform order period will be able to go online from anywhere in the world and order their new uniform you do not have to be on the Qantas Intranet. Alternatively, the order system will be available for those employees to access at a later date, when they are back from leave. How much time do I have to make my selection? You have until 17 May 2013 to order your new uniform but you should get your order in as soon as possible for your chance to win some fantastic prizes. The system times out after 30 minutes of inactivity. What prizes can I win for ordering early? There are some fantastic prizes up for grabs if you order your uniform early. If you order by 1 May 2013, you stand a chance of winning a return trip for 2 to Paris with 3 nights accommodation and tickets to Martin Grant's runway show. If you order by 6 May 2013, you stand a chance of winning a Pamper Package for 4 people, valued at $2000. If you order by 11 May 2013, you stand a chance of winning tickets for 4 people to the Bledisloe Cup How long does an order take to place? The order takes approximately 10 to 15 minutes to complete. What if my computer does not have Internet Explorer 8?
Orders can be placed on computers with other browsers such as Safari, Mozilla, Google Chrome, etc. But if your computer has Internet Explorer, it must be version 8 (IE8). It is free to upgrade but if you can't upgrade your browser at home, there are computers available at each port with IE8. Please contact your manager or your uniform coordinator if you are unsure of computer locations. What do I do if I do not have a Qantas staff number? Please contact The Workwear Group Qantas Hotline on 1800 999 675 (international +61 3 8769 4723) or email qantas@pacbrands.com.au. What are the hours for The Workwear Group Qantas Hotline? The hotline is available Monday to Friday 7:00am to 7:00pm and on Saturday and Sunday from 9:00am to 3:00pm. Can I place my order over the phone? No. Please place your order online at www.pbworkwearonline.com.au. If you do not have access to the internet at home, try a computer at your port/work location. Can I fax my order to someone? No, you need to order online. Please place your order online at www.pbworkwearonline.com.au. If you do not have access to the internet at home, try a computer at your port/work location. If I go to the uniform department in Mascot can they place my order for me? No, they won't be able to order it for you. Please place your order online at www.pbworkwearonline.com.au. If you do not have access to a computer at home, try a computer at your port/work location. Will I be able to order, exchange and alter my new uniform the same way as my current uniform? We will be updating our order, exchange and alteration processes in the months ahead. These changes will leverage recent improvements to technology, delivery channels and manufacturing processes. You can expect to hear more from your regular communication channels, your manager and your uniform representatives about these changes shortly. Sizing How and when do I get fitted for my new uniform? For a variety of reasons the decision was made not to have individual fittings for this uniform changeover. Not least of these reasons was the geographic distribution of staff: there are around 12,500 people in around 100 locations. We have also considered the most time efficient and simple process for you. If you have any concerns about your sizing, you can use a measurement pack available from your Uniform coordinator to order the best size for you. How do I know what size I am? The Morrissey uniform was designed over 10 years ago and a fashionable silhouette and drape was very different to what is considered stylish today. For most garments you will be able to order the same size as your current uniform. However we ask that ladies measure themselves for the dress and shell top. Please see your Uniform Coordinator if you would like a measuring kit.
I am currently pregnant, what should I do? Please speak with your Manager about how and when to order your uniform. I am currently on maternity leave, what should I do? Please contact your Manager or Uniform Coordinator six weeks before you plan to return to work. I am planning on losing weight before the uniform is distributed, should I order a smaller size? Please order your new uniform in your current size. You will be able to exchange it for a smaller size if it does not fit prior to launch date. I currently wear made to measure uniforms as the current size range is not suitable, what should I do? Place your order online as per normal. You must then contact The Workwear Group Qantas Hotline on 1800 999 675 (international +61 3 8769 4723) or email SSpecials@pacbrands.com.au and they will adjust your order for you. You will need to complete a measurement form which we suggest you do with a tailor or friend's help. It is imperative this form is completed accurately and quickly so your special garments can be delivered in time. Is the uniform available in half sizes i.e. size 9, 11, 13? Different garments in the range have different size options. You will be able to view all of this information when you go online to order. What if I order the wrong size? We have allowed time for staff to exchange their uniform for a different size, if it does not fit after you have received it. More information on how this will be done will be sent to you in the coming months. How do I know who my Uniform Coordinator is? If you don't know who your Uniform Coordinator is, check the ordering posters in your work area or you can ask your manager. A list of coordinators can also be found in the contact section of this website and will also be published on the Qantas intranet and qfcrew.com. What will the role of the uniform department and our uniform coordinators are after we all receive our new uniform? How will orders be handled then? Once rollout of the new uniform is complete, the uniform ordering process will return to the current process. What if I want my name on my name badge to be different to my actual name? You will be able to change the name that will appear on your name badge while placing your new uniform order. Only variations of your actual name will be allowed, ie Jenny instead of Jennifer. Nicknames are not permitted as per current standards and any name changes will be checked prior to orders being manufactured. What do I do if I have placed my order and I have moved into a new role? During the ordering period you will be able to get your entitlement changed by The Workwear Group so that you can place a new order according to your new role. You will need to call The Workwear Group Qantas Hotline on 1800 999 675 (international +61 3 8769 4723) or email qantas@pacbrands.com.au
What do I do if I change roles after the order period? Until the end of August you will be able to get your entitlement changed by The Workwear Group and place a new order according to your new role. You will need to call The Workwear Group Qantas Hotline on 1800 999 675 (international +61 3 8769 4723) or email qantas@pacbrands.com.au. We will communicate more information on the process after this period and closer to the time. I ve just started with Qantas. Will I be able to order a new uniform? If you started with Qantas before the ordering period you will be able to go online and place your order. If you started during the ordering period then you will need to complete a paper order form at the time of ordering your current uniform. ENTITLEMENT: How will I know what to order? You will be able to choose from a set of options according to your role. The options will be in packs that you will need to go online to order. There will be illustrations of the contents of each pack, so you will be able to see exactly what your pack contains and make your choice accordingly. If you want to review your entitlement prior to ordering, a list can be found on the homepage of this website, and also under the HELP / entitlements section. You can also access a copy from the Qantas intranet (uniforms). What if the garment and pack I m seeing is incorrect? If your entitlements are incorrect, please contact the TWG Customer Service Centre on 1800 999 675. A staff member will ask you a few simple questions to determine your entitlement and correct it online. Why have my entitlements changed? Entitlements for the new uniform have been determined in consultation with each department and are based on current rostering requirements which have changed over time. Who will be entitled to a tropics uniform? People in the following ports will be entitled to a tropics uniform: Alice Springs Bundaberg Cairns Darwin Exmouth Geraldton Gove Horn Island Karratha Newman Paraburdoo Port Hedland Port Moresby Townsville Weipa Do I get a trench coat? The trench coat is optional for all employees, with two exceptions: Freight employees and Commissionaires will receive a casual jacket instead, and employees entitled to a 'Tropics' pack won't have the trench coat option due to a lack of need under their climate requirements. Do I get a hat? Only female flight attendants will be entitled to a hat.
When do I wear the hat? The hat will only be worn to and from the aircraft but not on the tarmac and can only be worn with the suit jacket or trench. Do I have to wear the scarf all the time? The scarf must be worn to and from work as well as when wearing the knitwear or white shirt. Full details regarding draft uniform standards and entitlements can be viewed on the ordering website, and remember when you go online to order only, your entitlements will be able to be viewed when making your selections Will we be getting wing badges? All Cabin Crew will be issued an embroidered pin on wing badge. Do I get knitwear? The knitwear is an optional piece for those who are entitled to it. Full details regarding draft uniform standards and entitlements can be viewed on the ordering website. Remember when you go online to order, only your entitlements will be able to be viewed to when making your selections. Do I get a waistcoat? Full details regarding draft uniform standards and entitlements can be viewed on the ordering website. Remember when you go online to order, only your entitlements will be able to be viewed when making your selections Can I get a casual jacket? The casual jacket will be worn by our Freight Agents and Commissionaires only. Are we getting new luggage? Not at this stage. Luggage is currently under review; however, it is not in the scope for the launch of the new uniform. What types of pantyhose are provided? Pantyhose colour and entitlements will continue as per current standards. However we will be changing the supplier and phasing in as stock levels run out. Can I purchase items over and above my entitlement? Only the items you are entitled to can be ordered. I m part time, will my entitlements be different? No. Your entitlements will be the same as the entitlements for your role type regardless of hours worked. I job share, will my entitlements be different? No. Your entitlements will be the same as the entitlements for your role type regardless of hours worked.
WEARING YOUR NEW UNIFORM When do we get to wear our new uniform? Following the reveal we still need to order, manufacture and distribute your new uniform. We anticipate wearing the new uniform from early 2014 and will communicate closer to the time the exact date once we are sure we have everything covered for our 12,500 people who will wear the new uniform. Why is it taking so long? Virgin got theirs so quickly There are three reasons: engagement, logistics and scale. Qantas is serious about engagement and has taken the time to engage with our people across the network at every step of the way and this takes time. Other airlines that have re uniformed their employees have a much smaller workforce. Will everyone be in the same uniform? Qantas is changing and now has a one team philosophy which means that there will no longer be a different uniform for our cabin crew and ground staff. We believe this will help drive a shift in our culture and build consistency for our brand with our customers. I had authority not to wear some of my uniform last time because I am allergic to the fabric. Will this still apply? This is a new uniform using different fabrics. We ask that everyone try the new uniform and if you have a reaction to any of the new fabrics, there will be a process to follow during the exchange period. What do I do with my old uniform? We will be collecting the old uniforms, but obviously you need to keep it until the launch date of the new uniform. We will give you plenty of notice and will let you know what you will need to do with your old uniform at the time of the launch or shortly thereafter. What if I don t like the new uniform? Given the range of opinions and tastes across our business, we can t reasonably expect everyone will love it immediately. However, we expect most people will, and once our people start wearing it, that number will grow. We are confident that this is the case because so many people who will wear it have had input in the design, fabric, wearability, comfort and overall product. IMAGE AND PRESENTATION Will the hair styles change? As soon as we have finalised image and presentation standards we will share the proposed standards with you. You can expect to hear about this in coming months. Can I wear my own scarf and gloves? As soon as we have finalised image and presentation standards we will share the proposed standards with you. You can expect to hear about this in coming months.
What jewellery can I wear? As soon as we have finalised image and presentation standards we will share the proposed standards with you. You can expect to hear about this in coming months. Can I wear red lipstick and nail polish? As soon as we have finalised image and presentation standards we will share the proposed standards with you. You can expect to hear about this in coming months. Can you tell me what shoes we will need as I need a new pair and I can t afford to buy two in 12 months? Shoes will continue as per current standards. Please consult the Runway guide for more information. General questions DELIVERY: Why do I need to provide my home address? Most employees uniform orders will be delivered directly to their home. You will be able to nominate a preferred date and time for your uniform delivery to make it easier and to ensure that you are there when it arrives and can show photo ID and sign for it. If you are not home, Australia Post will leave a card detailing how you can collect it from the nominated post office. What will happen if I do not supply my home address? You will have to supply an address for your order to be placed. You must be the person to receive your order, so please provide an address which is suitable Why is my address showing as my work address but my friend had to enter their home address for delivery of their new uniform? Most deliveries will be made to your home but some employees in specific areas will have their uniform delivered to their work address. If your uniform is to be delivered to work, the address will be prepopulated in the order form online. If not, you will need to enter your home address for delivery What do I do if I need to change my address? Until August you will be able to get your address for delivery changed. You will need to call The Workwear Group on 1800 999 675 (international +61 3 8769 4723) or email qantas@pacbrands.com.au. After this period the only option will be via normal mail re direction. We will communicate more information on timeframes closer to the time but please advise The Workwear Group as soon as possible to ensure changes are possible. Who will place my order?
The table below outlines which staff will place their order online themselves (self service) and which staff will order using paper based order forms (the uniform coordinator will then place the order online for them). This is determined by your role and port location. Role Location Company Ordering Cabin Crew Offshore Qantas UK/JetConnect/Narita Self service Cabin Crew Onshore Qantas and QantasLink Self service Cabin Crew Onshore Cobham Self service Customer Service Offshore Qantas and Non QF Uniform Coordinator Customer Service Onshore Qantas and QantasLink Self service Customer Service Onshore Non QF / Non QantasLink Self service Freight Onshore Qantas Domestic Uniform Coordinator Freight Onshore Qantas International Self service Valet Onshore Equity Valet Uniform Coordinator Where and when do I collect my new uniform? In most instances your uniform will be sent directly to you at your home address via secure post. For security purposes only you will be able to receive it and you will need to show photo ID to do so. However you will be able to elect a nominated time for delivery closer to the delivery date. You can expect to receive your new uniform in late October 2013 / early November 2013. Some ports will have the uniform delivered to their work address. See the table below for these locations. They will also receive the uniform in late October 2013 / early November 2013 Role Location Company Delivery Cabin Crew Offshore Qantas UK/JetConnect/Narita Port Cabin Crew Onshore Qantas and QantasLink Home Cabin Crew Onshore Cobham Port Customer Service Offshore Qantas and Non QF Port Customer Service Onshore Qantas and QantasLink Home Customer Service Onshore Non QF / Non QantasLink Port Freight Onshore Qantas Domestic Port Freight Onshore Qantas International Port Valet Onshore Equity Valet Port What if I m offshore? Does the same delivery process apply? If you are located in one of our offshore locations your uniform will be delivered to a central location in your port. More information will be provided closer to the time. What if my uniform is delivered and doesn t fit? Don t worry, we ve factored in the potential for this to happen. However you will need to act quickly if this is the case. More information will be available closer to the time. How will I exchange and alter my new uniform? We will be communicating the exchange and alteration processes in the months ahead. You can expect to hear more from your regular communication channels, manager and uniform coordinators about these processes closer to the time.
DESIGN AND DEVELOPMENT: What do the colours stand for? The ruby red, Qantas red and fuchsia are used throughout the uniform to differentiate our people. For the dress, Managers, Supervisors and our First/Chairman s/senior Hosts will wear the ruby red and Qantas red bold stripe. Everyone else will wear the fuchsia pink and Qantas red bold stripe. For the scarves, ruby red will be worn by our Managers; Qantas red will be worn by our Supervisors and First/Chairman s/senior Hosts. Fuchsia pink will be worn by everyone else. How do you know the design and fabric will stand up to the demands of our roles? Our people have been critical in satisfying both aspects of the new uniform design. Consultations with your OHS representatives have occurred from the very beginning of this process. Testing of both fabric and design continue on a daily basis, in very real contexts and consultation across the business. This has included nominated representatives participating in fabric and garment wearer trials. We can assure you that the final product will have been tested to withstand anything that can reasonably be asked of it. How did you select the fabrics? Fabric selection was quite a complex process: First we considered a range of requirements when selecting the type of fabrics that would best serve you and your colleagues. These included comfort, breathability, garment style and preferred drape (how the fabric falls and flows), colourfastness and lifecycle testing; We employed fabric specialists to work with Martin Grant to source and select the best fabrics available that answered these criteria. They used new technologies and researched the very best raw materials; and Once we confirmed that the fabrics met our clinical testing requirements your colleagues helped us with wearer trials in the live environment. Every fabric selected has been worn and approved by a selection of people from different roles and ports. Why have we moved away from having an indigenous print as part of our uniform? Qantas has a long and proud history supporting Indigenous Australia and we continue to play our part in ending the disparity between non Indigenous and Indigenous Australians. Our Reconciliation Action Plan is about building constructive partnerships, promoting Australia s unique Indigenous heritage and supporting Indigenous jobs and sustainable economic development. We continue to promote the importance of Indigenous Art and Culture with specialised livery on our aircraft, and the support of Indigenous Art through partnerships with some of the country s premier art institutions. In fact we continue to work with John and Ros Moriarty from the Jumbana Group on a number of new projects in the Indigenous design space.
Has maternity wear been redesigned with the new uniform? Maternity wear has indeed been included in the design of the new uniform. These options will be Available for employees needing them when we start wearing the new uniform. I currently wear an alternative fit dress and yet this option does not seem to be available, what should I do? Martin Grant s range includes a skirt and shell top option that achieves the same look as the dress and therefore the alternative fit dress is no longer necessary. Please order the skirt and top option. I had authority not to wear some of my uniform last time because I am allergic to the fabric. Will this still apply? This is a new uniform using different fabrics. We ask that everyone wear the new uniform and if you have an allergic reaction to any of the fabrics, there will be alternative solutions available. Are any of the new uniform items dry clean only? Only the suiting will be dry clean only. Will the dry cleaning process change? Dry cleaning processes have not yet been reviewed. If there are any changes we will let you know closer to the time. Has safety and OHS been across this uniform? Yes, consultation across the business with your OHS representatives has occurred from the very beginning of this process. This has included nominated representatives participating in fabric and garment wearer trials. Is my union aware of this change? Yes, we have contacted your union and briefed them on the uniform change. But we haven t revealed the new uniform to them that will happen at the same time we reveal it to you and the Australian public. It is your uniform and we think you should be the first to see it. CURRENT UNIFORM How do I order replacement items for my current uniform? Please continue to follow the same process as per current procedures. Will all styles of the current uniform be available for replacement items until we start wearing the new uniform? As we near distribution of the new uniform we will start phasing out non essential styles in the current uniform. As a result, you may be asked to take an alternative style in the meantime, for example a pant option rather than a skirt. I need to replace part of my uniform. Should I wait until the new uniform comes out?
Not at this stage. There is still a significant period of time before our people will commence wearing the new uniform so please order any replacements you may need to ensure your presentation is in line with our image and presentation standards. We will advise you when to stop ordering the new uniform. LIKE MORE INFORMATION? Contact The Workwear Group Qantas Hotline From April 22 2013 Phone: 1800 999 675 (International +61 3 8769 4723) Email: qantas@pacbrands.com.au Hours Mon Fri AEST 7am 7pm, Sat Sun AEST 9am 3pm Your Uniform Coordinators will also be able to help you.