Qatar airways research presentation

1. Bs Aviation Management

2. A detailed study analysis &
proposed solution
5th April 2014
SKYTRAX PASSENGER RATINGS OF QATAR AIRWAYS 2013
(FEB 25TH to DEC 25th)

3. Aircraft in
Fleet
Order
132 239
•5-Star Airline in the World
•Doha International Airport
•Operates all over the world

4. Purpose
 To help Qatar Airways in its journey from “Better”
to “Best”
 Becoming the flag bearer of the Quality Airline in
the World.

5.  In-flight entertainment system (IFE)
 Food
 Legroom
 Crew’s Quality

7. •Rough picture •Headphones not work
•Sluggish speed
•IFE not working •Old movies
•Screen touch issues
•Hardware issues•Broken IFE

8. •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

9. Poor English language
Decline in quality
Bad attitude
Lacks of hospitality Forgot the request
Late response
In-experienced crew
Not helpfulNo clarification

10. First impression
Airline RepresenterCustomer satisfaction
Answering the call
Time provision
Remember the
passenger’s request
safety
security
Passenger
psychology
Management
skills
Human
factor
CSPD
Aviation
law

11. 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 scheduling
Food menu boring, limited, low quality

12. Food menu options

13. Legroom
uncomfortable
Limited
recline
Vibration Limited feet
space
Seat without
support
Seat space a
little too tight

15. 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

16. Future
flyers
Animated
/Cartoon
in IFE
Aircraft
Temperature Flashy
toys
Music
attention
Appealing
environment
•Consultant@a
viationconsulta
ntpk.com
Sweets
for child
attention