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Qatar Airways Equips Cabin Crew with Smartphones for Tailored Passenger Experience

15,000 employees will use the devices to deliver personalized service for travelers

by Fergus Cole

January 10, 2024

Photo: Courtesy of Qatar Airways

Qatar Airways will equip its 15,000 cabin crew with smartphones and a built-in application that will help it deliver an improved, personalized customer experience to its passengers.

As part of the Qatari flag carrier’s newly launched digital project, its cabin crew will be provided with the tools to deliver a personalized experience for all passengers.

The in-house app will give crew members access to information on each passenger’s profile, including their status as Privilege Club or oneworld members and any special services they have requested or special needs they require.

Photo: Qatar Airways, Boeing 777-300ER. Courtesy of Qatar Airways.

In addition to providing customer updates, the app will provide cabin crew with real-time data on flight and gate information, general service information, and up-to-date digital training materials, helping them deliver a better experience for their passengers.

The digital project will be rolled out in phases, providing over 15,000 smartphones to its cabin crew. Once completed, Qatar Airways plans to expand the use of the app to its staff at Doha’s Hamad International Airport (DOH) and airports and lounges around the world.

Qatar Airways ultimately plans to provide a personalized experience for its passengers at each touch point of their journey by providing its staff with their unique itineraries and requirements.

Photo: Qatar Airways Al Mourjan business lounge in Doha. Courtesy of Qatar Airways.

“We, at Qatar Airways, are incredibly excited to introduce a new phase in the airline’s digital transformation, especially one that will enhance our world-class onboard experience,” said Badr Mohammed Al Meer, Chief Executive Officer at Qatar Airways.

“As leaders in industry innovation and digital adoption, Qatar Airways excels in identifying and responding to emerging trends for the comfort and convenience of our passengers and this project is a defining step towards a more connected and insightful interaction between our customers and staff.”

In addition to streamlining its processes and enhancing the customer experience, this digital project also forms part of Qatar Airways’ wider commitment to sustainability, as it will help to reduce paper waste throughout its business operations.

It’s also not the first technological innovation the airline adopted in recent months. In May last year, Qatar Airways partnered with Google Cloud in a bid to use data analytics, artificial intelligence (AI), and machine learning (ML) solutions to enhance the passenger experience it provides. The airline also works with Google Cloud to enhance sustainability, improve cost optimization, and streamline its operations.