Virgin Australia scraps free food from flights for economy customers

Virgin Australia is scrapping free food from its economy bookings and from Thursday people will have to shell out money if they want to eat on board.

The changes were revealed by back in November but Virgin Australia sent out an email to customers on Wednesday to inform them of the new policy.

Customers who booked their economy ticket before 25 March will still be entitled to a complimentary snack, although they will have to flag a flight attendant on board to claim it.

The email explained that guests would still receive complimentary water, tea and coffee but that free food in economy class has been abolished.

“We understand you have purchased a fare inclusive of a complimentary snack,” it said. “If you would still like to receive a snack, please make yourself known to the cabin crew once on board and they will be able to assist.”

On Thursday, the airline will unveil a new menu for both business and economy class.

A Virgin Australia Group spokesperson said a recent survey found approximately 65 per cent of respondents didn’t require a complimentary in-flight meal when choosing to book an economy flight with Virgin Australia.

“Our new economy buy onboard menu features the tried and tested menu items that we know guests love, including cheese and crackers and Australian wine, delivering greater choice and flexibility,” they added.

Business class fares will still be offered a plated meal from the new menu.

RELATED:Aviation expert questions airline’s ‘mid-market’ approach

In September, the airline was bought by American investment firm Bain Capital for $3.5 billion after being battered by the COVID-19 pandemic.

Incoming chief executive officer Jayne Hrdlicka said last year that Virgin Australia 2.0 would be neither a full service or budget carrier but a “mid-market” airline that retains its Economy, Economy X and Business classes.

“Australia already has a low-cost-carrier and a traditional full-service airline, and we won’t be either,” she said in November.

“Virgin Australia will be a mid-market carrier appealing to customers who are after a great value airfare and better service. We will continue to evolve our offering for our customers based on data and feedback, but the Virgin Australia experience millions of travellers know and love is here to stay.”

In-flight entertainment and Wi-Fi on Virgin Australia flights were also under review in November 2020.

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Virgin Australia says its mid-market strategy will flourish once it can resume normal operations

Virgin Australia hopes to be at 80 per cent capacity domestically by July, allowing it to secure more than one-third of the airline market and make a bold attempt to resume international travel.

The nation’s second largest carrier is confident vaccine rollouts will prevent further state border closures and allow the embattled airline to compete as a mid-market offering between its main rivals Jetstar and Qantas.

Virgin Australia chief executive Jayne Hrdlicka said the next few months may be bumpy, but she is confident the airline’s revamp to target customers wanting a premium experience at a lower price point will pay off once the sector revives.

“We intend to be very competitive,” Ms Hrdlicka told NCA NewsWire in Brisbane while attending the airline’s first ever pride flight for the Sydney Gay and Lesbian Mardi Gras.

“We intend to have 33 per cent of the market. We will be Australia’s most loved airline.”

The Qantas rival intends to win customers over with lounges at major transit hubs and premium food and beverage offerings.

It also plans to bring back in-flight entertainment and Wi-Fi across its three seating class options, which will be based on leg room.

The airline intends to roll out its new business class offering in April, along with a new food and beverage menu for economy classes.

“We’ll have the right mix of things that matter to the middle market consumer,” Ms Hrdlicka said.

The airline’s top boss, who used to be at the helm of Jetstar, said the expansion of its Velocity Frequent Flyer program would be vital, especially when the airline kickstarts short haul international routes when border restrictions ease.

“We are looking forward to short haul international flights coming back,” she said.

“It will be one of the first things we do. It will be anywhere where a (Boeing) 737 can fly, so that will include New Zealand, Fiji and Bali.”

The coronavirus pandemic hit Virgin’s bottom line hard, with the country’s second largest carrier forced to enter administration when restrictions halted travel.

Ms Hrdlicka was appointed chief executive of Virgin by private equity firm Bain Capital, which bought the company for $3.5bn after its financial troubles.

Before its administration, Virgin had close to $7bn in debt.

Ms Hrdlicka said the rollout of vaccinations would be vital to ensure the economy could rebound.

She said the recovery would be slowed if the airline industry continued to face road blocks.

“I am really hopeful the supply of vaccines will increase in volume and … we’ll get better and better at distributing,” Ms Hrdlicka said.

“If we are not able to fly as much as possible … then that slows the economic development.”

Off the back of its maiden pride flight on Friday, Ms Hrdlicka said Virgin would be an inclusive brand that welcomed passengers from a diverse range of backgrounds.

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Family’s travel plans ruined over wheelchair debacle

A Brisbane woman battling muscular dystrophy has been barred from flying on a Virgin plane because her wheelchair is 1cm above the airline’s accepted height dimensions.

Emma Weatherley tried to book a trip from Brisbane to Cairns for next month on April 6 with Flight Centre, but was told the airline would not accept her motorised wheelchair height of 85cm aboard.

“I went to America in 2017 with Virgin – booked through Flight Centre – and took this exact wheelchair without any problems,” she told NCA NewsWire.

“This chair fits in the boot of my Corolla and apparently there’s not enough room on a Boeing 737. It defies logic for me.”

It comes after Virgin cancelled her trip to the United States late last year due to the COVID-19 pandemic.

The mother-of-two then got the money refunded in the way of a future travel credit and tried to book a domestic trip with her family instead, but the 40-year-old hit a curveball.

According to correspondence seen by NCA NewsWire, Flight Centre said Virgin was “unwilling to budge” on the height limit and “not willing to offer refunds on the credits”.

“The best option is to possibly go to the airport with your chair to check in, hopefully they accept it at the 85cm, but if they do not, then you would need to remove the wheels so it fits the accepted dimensions,” Ms Weatherley’s Flight Centre travel agent said in an email.

More correspondence from Virgin sent to Ms Weatherley suggested her chair “be dismantled or lowered below 84cm”.

But Ms Weatherley said her wheelchair “was not designed to be dismantled”.

“The wheels alone cost $10,000 and you would need to disassemble the motor inside them – it’s not designed for this, it will weaken the motors when they’re put back together.”

She also said hiring a manual wheelchair “was not an option”.

“I have muscular dystrophy – I don’t have the power in my arms to propel the wheels forward,” she said.

“I would literally need to get modifications done to my wheelchair to make it fit, which is ridiculous and would cost more money.”

Ms Weatherly wants a full refund of the $8500 she paid for her cancelled USA trip, rather than the travel credit she received.

“Travelling with a disability should not be made this difficult – it’s exhausting. If I can’t travel anywhere because of my wheelchairthen at least offer me a full refund.”

She said she did have travel insurance with “cancel for any reason cover”, but canned it once she accepted the flight credits.

Virgin said it did not accept electronic wheelchairs over the maximum height of 84cm for safety reasons.

If a customer’s wheelchair did not fit within the dimensions after being adjusted or disassembled they would need to travel with an alternative mobility aid – such as a manual wheelchair – which did fit within the allowable dimensions.

It’s understood Virgin provided Flight Centre with authority to provide a travel credit for the value of Ms Weatherley’s booking from Brisbane to Cairns.

Virgin Australia Group spokesman Kris Taute said: “We are working closely with the customers travel agent to resolve this case.”

Ms Weatherley’s travel agency Flight Centre confirmed it was working with Virgin on a solution.

“We have reached out to our contacts at Virgin to try and find the best possible solution however at this time, we do not have a clear response,” spokeswoman Anna Burgdorf said.

“We will continue to work with Mrs Weatherley to find the best solution for her circumstances.

“Flight Centre’s customers are incredibly to important to our business and we continue to advocate to find the best solution to any issues or concerns as they arise.”

Ms Weatherley has sought help from consumer advocate Adam Glezer’s group Travel Industry Issues.

The country’s travel industry has borne a brutal brunt of the COVID-19 pandemic after the federal government slammed international borders shut in March last year in a bid to stop the virus spreading to Australia.

Virgin collapsed into administration in April after it was no longer able to service its debts, while the pandemic forced the grounding of most of its fleet and starved the country’s second biggest airline of cash.

Deloitte stepped in to restructure Virgin, before selling it to American private investment firm Bain Capital.

Flight Centre posted a $662 million statutory loss after tax last year as a result of the pandemic, forcing the ASX-listed travel agent to close about 400 of the 740 stores it operated pre-COVID.

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Virgin Australia says thousands of jobs at risk if further government support is not provided

Virgin Australia says the end of JobKeeper in March could signal a mass shedding of workers if no further support is provided to the struggling aviation industry.

The major airline, which has been financially crippled by the coronavirus pandemic, predicts thousands of jobs are at risk if the federal government cuts assistance to an industry that is unable to recover while border restrictions halt travel.

Across the Virgin group, approximately 6600 workers are being supported by JobKeeper payments, with the majority of staff still stood down while travel numbers remain low.

Virgin Australia chief executive Jayne Hrdlicka said it would not be viable for the airline to operate if the financial lifeline were to be axed next month.

“Without a way to keep these critical employees connected, it is not financially viable for us as a business and them as people as they seek to manage their own living expenses,” Ms Hrdlicka said.

“The aviation industry risks being materially delayed in its recovery and forced to downsize while demand is depressed and then rehire and retrain when it ramps up. The implications for the economy will be significant. The consequences with respect to fares and accessibility for people in the regions will also be felt.”

Virgin has shed more than 3000 jobs since the beginning of the downturn, while rival airline Qantas has culled more than 9000 roles as part of its restructure to meet the needs of a scaled-back aviation industry.

Ms Hrdlicka was appointed top boss at Virgin by private equity firm Bain Capital, which acquired the company following its financial collapse in March last year.

She noted the airline’s ability to operate will rest on the pandemic’s timeline and if impacted industries such as aviation and tourism would have access to further support.

“Post JobKeeper, the aviation industry will continue to need some form of support that will enable our technically trained work groups, including pilots, cabin crew, ground crew, engineers and operations control centre employees, to remain connected to the business even if working limited or no hours,” Mr Hrdlicka said.

“Without that it is impossible for us to stand back up and support the country as it opens up and to take advantages of those moments where we can be free and back to normal.”

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Virgin Australia cancel all short haul international flights until June

Virgin Australia will axe all flights to New Zealand, Bali and Fiji until at least June due to ongoing uncertainty about when international travel can resume.

The major airline announced on Tuesday all short-haul international services would be cancelled until June 19.

This covers flights to New Zealand, Indonesia and the Pacific Islands of Fiji, Samoa and Vanuatu.

Virgin’s decision comes after the federal government decided to halt the travel bubble with New Zealand after the detection of a locally acquired case of COVID-19.

“Because of ongoing international border closures and government restrictions, it is likely to be an extended period of time before we’re able to appropriately resume short-haul international flying,” a spokesman said.

“We are hopeful that countries will develop safe-travel zones but need to be realistic considering operational limitations and the uncertainty around frameworks that support the sensible opening and closing of borders.”

Customers impacted by cancelled flights will be contacted and have the ability to re-book or seek reimbursement.

Virgin Australia intends to remain flexible in its approach and will reassess if quarantine-free travel with New Zealand, Pacific Islands or parts of Indonesia are brought forward.

The resumption of flights will also be determined on demand.

Domestic flights have also been impacted by state border closures over the summer, including the recent border lockdown in Western Australia.

The coronavirus pandemic has crippled the aviation and travel industry.

The airline entered voluntary administration in March with private equity firm Bain Capital acquiring the company for restructure in order to make it profitable.

Rival airline group Qantas has not announced any changes to its operating schedule regarding short-haul international journeys.

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Inside look at Virgin Australia’s new airport lounges

As domestic border restrictions have finally been lifted in time for Christmas, and airlines are gearing up for what’s expected to be a bumper interstate travel season over the holiday period – Virgin Australia has announced a string of changes inside their popular airport lounges

As a result of ongoing border closures through the pandemic, which has heavily impacted domestic travel around the country, most airline lounges were closed during the travel shutdown period.

From this week, Virgin Australia will reopen their ‘new look’ Melbourne and Sydney lounges, while Canberra, the Gold Coast, Perth and Adelaide will open their doors in the new year.

Joining the reopening of the Brisbane lounge last month, the airline says the revised offering at Sydney and Melbourne will look a little different.

RELATED: What Virgin Australia will look like after Bain Capital takeover

As part of the airline’s safety measures amid the COVID-19 pandemic, numbers into each lounge will be capped dependant on state-based regulations.

There will be QR code check-in required upon entry, but perhaps the biggest change is the elimination of the self-serve buffet style station. Instead, guests will have access to all-day hosted food and beverage bar where guests place an order with a staff member and their meal or snack will be brought to their seat.

“There was a lot of preparation that went into opening up our lounges,” Sarah Adam, Virgin’s general manager of customer and product said.

“That includes training our team members on all the COVID safe regulations, and making sure that our lounge spaces were compliant with COVID safe hygiene measures such as hand sanitisation and social distancing for seating.

“One of the noticeable changes will be that we’ve replaced the buffets with a hosted meal service. You order what you want, and that will be delivered straight to you.”

RELATED: Aviation expert questions airline’s ‘mid-market’ approach

Hosted pre-made food offerings will include sweet and savoury options, sandwiches and fresh fruit as well as barista-made coffee, premium tea and soft drinks served from a hosted bar.

Alcoholic beverages will be served up from 12pm.

Rival airline Qantas made similar changes earlier this month, with the airline opening 35 of their lounges across the country.

Brisbane, Hobart, Perth and Sydney as well as a number of regional lounges including Coolangatta, Devonport and Launceston were all reopened to meet renewed domestic travel demands.

Like Virgin Australia, Qantas introduced various measures inside their lounges including the elimination of the self-serve buffet style station.

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Virgin CEO Jayne Hrdlicka talks future of airline

Virgin Australia has revealed major changes to its business class lounges as it rolls out its road map for the future.

After months of speculation about what a rebooted Virgin Australia would look like, the airline’s new chief executive officer Jayne Hrdlicka has announced it would not head down the budget nor full-service routes but will instead be a “mid-market” carrier that will keep its Economy, Economy X and Business classes.

While free food in economy will be a notable omission from Virgin flights in the future, its network of lounges is finally returning after a COVID shutdown – with a few key changes.

The Cairns, Darwin and Mackay lounges will be shut down for good, joining Alice Springs, Perth T2 and Wellington, whose closures have already been announced.

A decision on the Canberra lounge is still pending.

But the lounge in Virgin Australia’s home airport in Brisbane is open again, and will soon be joined by Sydney, Melbourne, Adelaide, Perth T1 and the Gold Coast.

“We’re in the Brisbane lounge right now and the energy is fantastic, we’ve had very high numbers of guests in that lounge today and you can feel the buzz right across the airport,” Ms Hrdlicka told on Wednesday.

“It’s just really a positive sign that Virgin is beginning the journey of its next chapter.”

Ms Hrdlicka said the company was particularly excited about its new Adelaide lounge, whose April opening was delayed due to COVID-19, and will now open in early 2021 with an “experience and aesthetic more aligned to the Virgin brand”.

“It is a new look lounge for us and a prototype that will be the framework for other lounges as we go through the cycle of lounge upgrades,” Ms Hrdlicka said.

“We’re really keen to begin to innovate now on what the future lounge food service will be, because now it’s a COVID experience and that’s pretty constrained, but there’s a lot of positive energy to continue to innovate and continue to deliver great guest experiences.”

What is less certain is exactly what the airline’s domestic and international networks will look like, due to Australia’s dynamic internal borders and the overseas travel ban.

“This is an environment where you really do have to plan for the worst but hope for the best so you can navigate through whatever comes your way,” Ms Hrdlicka said.

“It’s not easy for any business to run in a stop-start mode, but it’s particularly difficult for airlines to do that and it’s particularly difficult for our people, because you can imagine they want certainty in how many hours they’re going to be able to get, how quickly they can come back to work, and we can’t make commitments to anybody, which is really devastating.

“We’re really hopeful for a national framework to manage this crisis because I don’t think we can keep this up for another 12 months as a country where we’re stopping and starting all the time.”

When interstate travel was fully back, the new CEO said the domestic network would serve “all the places that are really important to our heartland”.

“We’re constrained at the moment because we’ve been in administration and we’ve got border dynamics which are very tricky to navigate, but we’ll get back to where we were in terms of planning a really important role in enabling Australians to connect with the best of Australia,” she said.

Ms Hrdlicka said things were looking positive with the New Zealand travel bubble but it was unclear when Virgin would expand more broadly overseas.

“We would like to see more travel bubbles opening up but I think it’s going to be a bit tricky because to have a really good national framework that everyone feels confident in, all the states feel confident in, the state premiers feel good (about),” she said.

“We really shouldn’t be opening up at all if we’re not really confident we can manage it. We shouldn’t open it up and then shut it down, open it up and shut it down, because people around us in the world are losing confidence.

“We’re in an unfortunate position where we don’t have a crystal ball.

“We’re hungry to get domestic to some sense of scale and borders open, because that’s a first step, and then we’re hungry to start to test other market opportunities but there’s a lot that has to be ready and in position for that to work.”

Virgin Australia is not Ms Hrdlicka’s only role in aviation – she previously held the top job at Jetstar for five years, until 2018.

“I’ve had a little more than two decades in aviation and I’ve seen a lot of challenging times and a lot of really great times in aviation,” she said.

“I’m really honoured and delighted to be able to work with the team to write the next chapter of Virgin Australia’s history.”

In other changes announced today, complimentary snacks in economy would be replaced by purchase-only food, although free tea, coffee and water will keep being offered. In-flight entertainment and Wi-Fi was under review.

The airline also announced plans to revamp airport check-in facilities and said there would be “no material changes” to the Velocity Frequent Flyer program.

“Australia already has a low-cost-carrier and a traditional full-service airline, and we won’t be either,” Ms Hrdlicka said in a statement this morning.

“Virgin Australia will be a mid-market carrier appealing to customers who are after a great value airfare and better service. We will continue to evolve our offering for our customers based on data and feedback, but the Virgin Australia experience millions of travellers know and love is here to stay.”

The changes were announced this morning as US private equity firm Bain Capital formally took over the airline following seven months of insolvency restructuring.

Administrator Deloitte handed over the reins after the $3.5 billion sale to Bain Capital was completed on Tuesday.

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What Virgin Australia will look like after Bain Capital takeover

Free snacks will go, business class will stay and fares are promised to be cheaper as Virgin Australia’s new boss unveils details of the new-look airline.

Incoming chief executive officer Jayne Hrdlicka said Virgin Australia 2.0 would be a “mid-market” airline that would retain its Economy, Economy X and Business classes.

Complimentary snacks in economy will be replaced by purchase-only food, although free tea, coffee and water will keep being offered.

In-flight entertainment and Wi-Fi on Virgin Australia flights are under review.

Virgin Australia’s lounges will start reopen from today in Melbourne, Sydney, Brisbane, Adelaide, Perth and the Gold Coast.

The Darwin, Cairns and Mackay lounges will close and the Canberra lounge is under review.

Virgin Australia said there would be no material change to the Velocity Frequent Flyer program.

The changes were announced this morning as US private equity firm Bain Capital formally takes over Virgin Australia as it emerges from seven months in administration.

Administrator Deloitte handed over the reins after the $3.5 billion sale to Bain Capital was completed on Tuesday.

Today is also Ms Hrdlicka’s first day in the top job as she replaces Paul Scurrah, who announced his departure from the airline last month after steering Virgin Australia through its worst year during the COVID-19 pandemic.

Ms Hrdlicka said this morning Virgin Australia would be neither a low-cost carrier or a full-service airline, but in the “mid-market”.

“Australia already has a low-cost-carrier and a traditional full-service airline, and we won’t be either,” she said.

“Virgin Australia will be a mid-market carrier appealing to customers who are after a great value airfare and better service. We will continue to evolve our offering for our customers based on data and feedback, but the Virgin Australia experience millions of travellers know and love is here to stay.”

The announcement today also talks up a “re-imagined” business class lounge at Adelaide Airport as well as new state-of-the-art check-in facilities that will be rolled out across major airports by December 2021.

The company will also keep Virgin Australia Regional Airlines after a strategic review of its operating model. It has already closed its low-cost subsidiary Tigerair Australia.

Little has been revealed today about Virgin Australia’s domestic network or whether international travel would make a return.

“As we have seen with the recent issues with South Australia, the travel market remains uncertain. We are however seeing some positive signs of recovery,” Ms Hrdlicka said.

“Borders are beginning to open and a potential vaccine is on the way. We expect continued volatility, but as demand recovers, we’ll achieve a market share consistent with our pre-COVID position and continue to invest in, and grow, the fleet in line with increases in demand.

“Shaping our future will be a collaborative effort across the Virgin Australia Group and I’m thrilled to see the genuine excitement from our people about the future of their airline.”

Ms Hrdlicka previously served as chief executive at Jetstar and A2 Milk and was part of the team that helped secure Bain Capital’s purchase of Virgin Australia.

Speculation has mounted in recent months Bain Capital planned to strip the airline back to a low-cost carrier, reneging on assurances in its purchase bid that was accepted by creditors in September.

Virgin Australia has already announced it would streamline its aircraft fleet to only Boeing 737s, axe budget subsidiary Tigerair and lay off around 3000 workers as it rebuilt into a “value” airline.

There has been little clarity on what the on-board experience would be like with Virgin Australia 2.0, or the future of the company’s frequent flyer scheme, Velocity.

Virgin Australia went into voluntary administration in April, with a debt pile of around $6.8 billion, after years of financial trouble.

The COVID-19 pandemic forced the airline to suspend its international operations and ground almost its entire domestic fleet.

The job cuts announced in August affected about one-third of the Brisbane-based airline’s workforce across cabin crew, ground crew, engineers, baggage handlers and some international head office staff.

The airline’s transition to a single Boeing 737 fleet for domestic and short-haul international travel means it has ditched its ATR, Boeing 777, Airbus A330 and A320 aircraft.

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Virgin’s Paul Scurrah gives insight into final months

Former Virgin Australia boss Paul Scurrah has given a rare insight into his final months at the airline and how his initial plan to restructure the airline was put “on steroids” as he worked to save it.

As borders closed around the world, and then around the country, Mr Scurrah was already working to get the company out of financial hot water.

The initial aim of his 18-month stint at Virgin was to overhaul the operation and make it profitable.

That included the future of Tigerair, which he believes would still be operating if not for COVID-19.

But once the borders had slammed shut and Virgin Australia was down to one flight a day – Melbourne to Sydney – the lack of financial security began to hit home.

Mr Scurrah’s restructuring plan for the airline was already in motion when Virgin went into administration, so he was left with no tricks in the bag.

“Basically it was the restructuring plan we already had on the way but on steroids,” he told NCA NewsWire.

“We actually did what we would have done in five years in three months.”

Virgin Australia was forced into administration as a result of the pandemic, despite Mr Scurrah’s efforts.

The process resulted in budget airline Tigerair collapsing, about 4500 staff across both Tigerair and Virgin Australia being made redundant, Bain Capital becoming the new owners and installing a new CEO.

His efforts in steering Virgin Australia out of administration meant he became the public face of the airline through its darkest days.

Not that it bothers him or appears to have done him any harm.

His name is now being whispered in high-powered circles as a potential CEO for Australia Post and chair of Channel 9, vacated this week by Hugh Marks.

There’s even speculation the Queensland Government has sounded the 52-year-old out as a consultant for the 2032 Olympics, should Brisbane be awarded the Games.

And while he’s flattered, Mr Scurrah says he’s unlikely to be sitting behind a desk anytime soon.

“This will be one of those events that is pinned to my name and reputation forever and I’m really proud of the way we did it,” he said.

“I haven’t thrown my hat in the ring for anything, but I’ve been sounded out for a number of roles, which I will not say which ones.

“But I haven’t sent in any expression of interest for anything.”

Relaxing at home, Mr Scurrah said he needed time to unwind and unpack the toughest nine months of his working life but bears no grudge against the airline, which he desperately wants to succeed.

“I made a promise to myself not to say yes to anything pre-Christmas but to be honest I’d be surprised if I am gainfully employed within the next six months,” Mr Scurrah said.

“I’m still consulting to Bain until the end of January, to assist with the transition and set it up for success and I think I owe it to myself to have an extended break and take the opportunity.”

Having been involved in every tough decision since COVID-19 shut down the industry until Virgin Australia found new owners, Mr Scurrah has always maintained his departure was on “mutual” terms.

That’s despite weeks of speculation before his departure that Bain Capital would bring in Jayne Hrdlicka as CEO.

Ms Hrdlicka had experience leading budget airline Jetstar and had served as president of Tennis Australia.

“Jayne is the right person for Bain because she is familiar with them and they are familiar with her and (she is) the right person to execute their plan,” Mr Scurrah said.

He also credits Deloitte administrator Vaughan Strawbridge for his diligence and ability to find a buyer for the airline within three months.

Now it is in safe hands, he said the company would focus on its core customer base of 10 million Velocity members while he expected notable changes for in-flight service.

“In the long term this will create a stronger competitor to Qantas and Jetstar because we have taken the opportunity to completely reset the cost base,” he said.

“The product will stay pretty similar but you will probably end up seeing things like charging for food.”

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