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

• Consultant@aviationconsultantpk.com

Sweets for child attention

FUTURE OF QATAR AIRWAYS

THANK YOU