E2 collaborated with Qantas to design the Centre of Service Excellence (COSE), a purpose-built facility reaffirming the airline’s commitment to exceptional customer service. Situated in Alexandria near Sydney Airport, the former engineering training centre underwent a $10 million refit to create a 5,000m² experiential training environment where staff can see, touch, and engage with the full range of Qantas products.

The centre departs from traditional classroom-based learning, offering simulated environments that allow employees – from cabin crew and pilots to engineers and call centre operators – to experience and practice service delivery across all aspects of the airline. From serving meals and wine to demonstrating first-class suites on an A380 or working on a QantasLink Dash 8, the space enables staff to train in a realistic, immersive setting that enhances consistency, confidence, and quality in customer service.

Through COSE, Qantas ensures that its employees not only understand the products and services offered but can deliver them with the excellence expected from an iconic airline brand.