The Airline That Designed an Airport to Improve the Passenger Experience
Skift Take
Not many airlines have the luxury of designing an entire airport around their brand, but there is a lot airlines can do to design a seamless ground experience for their passengers nonetheless.
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.
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 at 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.
"I get asked the question why does an airline get
