With flight demand still low and the need for cabin crew at a fraction of pre-COVID levels, it appears that Middle Eastern airline Qatar Airways has added personnel from its Cabin Services division to support existing customer service agents at its Contact Centre. Information obtained by Simple Flying this week reveals how the airline plans to integrate one part of the company with the other.
Qatar Airways responded to our request for comment, providing the following statement:
“We can confirm that a number of members of our Cabin Crew team have been temporarily seconded to the airline’s Contact Centre operation as Qatar Airways continues to navigate the impact of COVID-19 and provide 24/7 support to our customers throughout the ongoing COVID-19 pandemic.
“The reallocation of these Crew members will not only sustain the continued employment of on-board staff who have seen a reduction in operational hours in recent months, but will also support the airline’s commitment to providing a world-class customer experience, both on the ground and in the air.”
A correspondence obtained by Simple Flying shows how Qatar Airways is welcoming its Cabin Services team to join the efforts of its Contact Centre. An email correspondence to a member of Cabin Services includes the following statement:
“As the company continues to navigate the effects of COVID-19 pandemic, the demands of our customer and our obligation to the Customer Experience has not waivered both on the ground and in the air…With that in mind, the added support from Cabin Services will allow us to continue offering our customers the best experience during these challenging times.”