Qatar Airways highlighted the importance of its passenger-centric approach to customer experience at the recently concluded Future Travel Experience (FTE) Asia Expo 2015.
Held in Singapore, FTE Asia Expo 2015 was the biggest FTE show in its 10-year history, attracting more than 1,000 senior travel industry figures from the region and beyond.
The expo provided a platform for airlines and airports in the region to share ideas and view the latest solutions in one place to help them improve customer experiences, increase revenues, drive operational efficiency and reduce costs.
Qatar Airways senior vice-president (customer experience) Rossen Dimitrov gave two presentations. While the first was about how the airline “stayed ahead of the competition” with its first class cabin offering, the second – for which he was joined by the Qatar Airways cabin crew – explained how the carrier “championed honest conversations” between management and cabin crew in order to provide passengers with the “best possible service levels”.
“Besides operating one of the world’s newest and youngest fleet in the sky, we recognise how important it is to complement our outstanding aircraft offering with cabin crew who are passionate about ensuring that our passengers – in both premium and economy cabins – have a great experience when they fly with us,” said Dimitrov. “It was great having the opportunity to share our award-winning customer experience approach with the expo attendees, and also to have the chance to see how we can improve to better serve our passengers on board.”
Also present at FTE Asia Expo was a group of Qatar Airways cabin crew members, who touched on how the airline recently introduced emotional intelligence training and how regular cabin crew road shows helped facilitate and ensure enhanced customer experience at every touch point during the passengers’ journeys.  
Dimitrov added, “Our cabin crew and other customer experience staff are our best ambassadors in ensuring that every passenger receives the gold standard in in-flight experience when flying with Qatar Airways, and we actively ensure we provide them with the necessary tools and know-how to achieve this.”