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Qatar airways research analyses (sky-trax)
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Transcript of Qatar airways research analyses (sky-trax)
ARSLAN ASGHAR
Bs Aviation Management
A detailed study analysis & proposed solution
5th April 2014 SKYTRAX PASSENGER RATINGS OF QATAR AIRWAYS 2013 (FEB 25TH to DEC 25th)
QATAR AIRWAYS
Aircraft in Fleet
Order
132 239
•5-Star Airline in the World•Doha International Airport•Operates all over the world
Purpose
To help Qatar Airways in its journey from “Better” to “Best”
Becoming the flag bearer of the Quality Airline in the World.
STUDY METHODOLOGY In-flight entertainment system (IFE) Food Legroom Crew’s Quality
RESULTS
IFE (31%)
•Rough picture •Headphones not work
•Sluggish speed
• IFE not working •Old movies
•Screen touch issues
•Hardware issues•Broken IFE
SOLUTION
• IFE appropriate monitoring by a TEAM
•Clean-up IFE after every flight
•Seat headphones hook
•Games for kids
•Microfiber cloth for screen
•Installed region nature movies (HD)
•Installed capacitive screen IFE
•Crew acknowledgement of IFE
•Keep G-type Movies/Animations
• IFE appropriate monitoring by a TEAM
•Clean-up IFE after every flight
•Seat headphones hook
•Games for kids
•Microfiber cloth for screen
•Installed region nature movies (HD)
•Installed capacitive screen IFE
•Crew acknowledgement of IFE
•Keep G-type Movies/Animations
CREW (29%)
Poor English language
Decline in quality
Bad attitude
Lacks of hospitality Forgot the request
Late responseIn-experienced crew
Not helpfulNo clarification
First impressionAirline Representer Customer satisfaction
Answering the callTime provision
Remember the passenger’s request
safetysecurity
Passenger psychology
Management skills
Human factor
CSPD
Aviation law
SOLUTION
FOOD (27%)
Half burnt/frozen food
Deprived food
Meals out of range
Sufficient amount of water
Poor service
Less food/Long flight
Baby food isn’t available
Incorrect Food schedulingFood menu boring, limited, low quality
Solution
Food menu options
Serve schedule
Fresh foodFood not over cooked/burnt
Long flight/extra Foods
Child
(Fut
ure f
lyer
s) fo
ods
Patient foods
Water/ cham
pagne quantity
Foo
d ta
riff
LEGROOM (13%)Legroom uncomfortableLimited
reclineVibration Limited feet
space
Seat without support
Seat space a little too tight
SOLUTION Legroom structure
manner
Seat
but
ton
acce
ss
Autom
ated seats Legroom
stre
tch
up/down
OTHER
Not availability impressive for kid attention
Half plane was very hot and half cold
Cabin isn’t cleaned and maintained
Babies and a too cold cabin
SOLUTION
Future flyers
Animated/Cartoon in IFE
Aircraft Temperature Flashy
toys
Music attention
Appealing environment
Sweets for child attention
FUTURE OF QATAR AIRWAYS
THANK YOU