The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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Improving the passenger experience at airports

Improving the passenger experience at airports | The Insight Files | Scoop.it

In this Skift article, Qatar Airways SVP Customer Experience, Rossen Dimitrov, explains why refining passenger touch points at the airport is as critical to the airline's brand as it is in the skies. Dimitrov was hired in 2013 to bring together all the different departments at Qatar working on individual elements of the passenger experience into a single department, to ensure a seamless delivery of service and product to passengers across all stages of the journey. The process required integration of product design departments and staff training, but also a direct involvement in the design of the passenger experience at the new Hamad International Airport in Doha. Dimitrov relates those needs as a seamless transition between one phase of the journey and the other without any disruption to the brand experience passengers perceive. Find out more.

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Eve-Line Boulle's curator insight, November 23, 2015 8:54 AM

"In a presentation on designing the customer experience at the Aviation Festival in London, Qatar Airways SVP Customer Experience, Rossen Dimitrov, explained why refining passenger touch-points at the airport is as critical to the airline’s brand as it is in the skies."

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The best global airlines for on-time performance for January 2015

The best global airlines for on-time performance for January 2015 | The Insight Files | Scoop.it

Iberia and Japan Airlines ranked the highest among global airlines in on-time performance for January 2015 with Asia-Pacific carriers accounting for nearly half of the carriers in the top 20 and taking many of the top spots. The top 20 airlines include nine Asia-Pacific carriers, eight European carriers, two Latin American carriers and one U.S. carrier based on statistics for last month from air travel consulting firm FlightStats. Iberia, which topped the ranking, has an average delay time of 37.59 minutes Australia's Qantas Airways came in at number 5, with an average delay time of 44.03 minutes. Click here for the complete list.

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Heamar Company's curator insight, March 9, 2015 6:43 AM

Worth knowing when booking your flight.