• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareEasy to use and accessible for everyone. Design, send and analyze online surveys.research edition iconResearch SuiteA suite of enterprise-grade research tools for market research professionals.CX iconCustomer ExperienceExperiences change the world. Deliver the best with our CX management software.WF iconEmployee ExperienceCreate the best employee experience and act on real-time data from end to end.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseAskWhyCommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX

Qatar Airlines Passenger Journey Map: Redefines Experiences

Emirates Airlines Passenger Journey Map

Being recognized as one of the world’s best airlines is not an easy feat to achieve. However, some companies demonstrate that it is possible by placing their passengers at the heart of their strategy. That’s right; we’re talking about the Qatar Airlines Passenger Journey Map.

This airline has shown that breaking the standards and constantly seeking new experiences is a highly profitable and effective strategy. This article will analyze some of these initiatives and how they deliver a delightful experience at every point of their passenger journey map.

Passenger Journey Map: A powerful tool to understand customer satisfaction.

A passenger journey map is a visual representation that outlines the entire travel experience of a passenger, from the moment they begin planning their trip until they reach their destination.

It provides a comprehensive overview of the various touchpoints and interactions that a passenger may have with an airline or any other mode of transportation throughout their journey.

Usually, this map is very similar to the customer journey used in different industries. It reflects all the stages a passenger goes through while traveling, from planning through the travel experience itself to what happens after the journey.

To better understand this concept, we have created an example based on the actions and initiatives implemented by Qatar Airlines, one of the best airlines and a company known for constantly pursuing actions that guarantee a pleasant experience for its users.

Qatar Airlines Passenger Journey Map Example

To create this example, we have taken some of the most common touchpoints and the actions and initiatives promoted by the airline through its media center and communications.

Stage 01: AWARENESS

TouchpointActivityPain PointSolution
Social Media AdvertisingCustomers come across Qatar ads on social media platforms.Provide eye-catching visuals and concise messages to highlight Qatar’s key offerings.Provide eye-catching visuals and concise messages to highlight Qatar’ key offerings.
Influencer EndorsementsCustomers see travel influencers recommending Qatar.Uncertainty about the credibility of influencers’ reviews.Collaborate with reputable influencers and encourage transparency in their reviews.
Airport BillboardsLimited knowledge about Qatar’s services and routes.Customers read travel blogs featuring Qatar’s experiences.Showcase unique features like luxury cabins and amenities on the billboards.
Online Travel BlogsCustomers notice Qatar’s billboards at airports.Desire for unbiased opinions and authentic experiences.Partner with travel bloggers known for honest and detailed reviews.

Table 02: CONSIDERATION

TouchpointActivityPain PointSolution
Website and AppTrain travel agents about Qatar’s unique selling points and advantages.Difficulty finding the most suitable flight options.Implement a user-friendly interface with efficient search filters.
Customer ReviewsCustomers check reviews from past Qatar passengers.Concerns about potential travel issues.Address negative reviews with prompt responses and service recovery efforts.
Price Comparison WebsitesCustomers explore Qatar’s website and app for flight options.Apprehension about flight cost and value for money.Offer price-matching guarantees and highlight added benefits of flying with Qatar.
Travel AgenciesCustomers seek assistance from travel agencies for booking.Confusion due to multiple airline options.Train travel agents about Qatar’ unique selling points and advantages.
Exclusive Lounge SpaceCustomers compare Qatar’s fares with other airlines.Lack of awareness about premium customer benefits.Promote the luxurious amenities and services available in the premium lounge.

Stage 03: CONVERSION

TouchpointActivityPain PointSolution
Personalized OffersCustomers receive tailored promotions from Qatar.Overwhelmed by irrelevant marketing materials.Use data analytics to send personalized offers based on customer preferences.
Seamless Booking ProcessCustomers book Qatar flights with ease.Complicated and time-consuming booking process.Simplify the booking steps and offer a seamless online experience.
Multi-language SupportCustomers get assistance in their preferred language.Communication barriers with customer support.Provide multilingual support through trained representatives.
Convenient Payment OptionsCustomers have various payment methods for booking.Limited payment options causing inconvenience.Accept a wide range of payment methods.
Premium Foods and WinesLimited payment options cause inconvenience.Lack of awareness about the high-quality dining options onboard.Highlight the gourmet dining experience as part of the flight journey.

Stage 04: LOYALTY

TouchpointActivityPain PointSolution
Qatar Skywards ProgramCustomers enroll and engage in the Skywards program.Perceived lack of rewards and benefits.Enhance loyalty program perks and introduce tier-based rewards.
Personalized RecommendationsCustomers receive personalized travel suggestions.Lack of relevant travel options.Utilize data analytics to recommend travel destinations tailored to customer preferences.
Special Event InvitationsCustomers attend exclusive Qatar events.Feeling excluded from unique experiences.Increase event accessibility to loyal customers and broaden invitations.
Milestone CelebrationsQatar celebrates customer milestones.Unrecognized loyalty and dedication.Acknowledge customer achievements with personalized rewards and messages.

Stage 05: ADVOCACY

TouchpointActivityPain PointSolution
Social Media EngagementCustomers share their Qatar experiences on social media.Lack of incentives to share their stories.Launch contests or giveaways to encourage customers to share their experiences.
Referral ProgramCustomers refer friends and family to Qatar.No motivation to refer others to the airline.Introduce a referral program with enticing rewards for successful referrals.
Community InvolvementQatar participates in community projects.Disconnection with the local community.Collaborate with local organizations to engage in meaningful community initiatives.

Some notable actions by Qatar Airlines to provide a great experience to its passengers.

Qatar Airlines has created a series of programs and initiatives whose main objective is to delight its users. These programs are significant benchmarks and can inspire anyone seeking to provide exceptional experiences to their users.

Some of the most outstanding initiatives are:

Meal Preordering Service

Qatar has introduced the initiative for meal preordering, offering customers the option to preselect their hot main meal anytime between 14 days and 24 hours before their flight. This service ensures passengers always get their preferred meal choice and helps minimize food wastage.

Premium Food and Beverages

One of the great distinguishing features of this airline is the option to access exclusive high-quality services, and the food and beverages are no exception. Qatar is always searching for novel menus and attractive beverage options to ensure its passengers find flavors they enjoy and have a pleasant experience.

Free Wi-Fi Connectivity Onboard

Similar to many airlines, Qatar offers its passengers various connectivity options, but what sets this airline apart is that it allows connecting to Wi-Fi completely free of charge. Passengers must register for their Qatar loyalty program to access this benefit.

Qatar Skywards

Qatar’ loyalty program is one of the most recognized in the industry. It allows you to accumulate and spend miles on flights, upgrades, extra services, and insurance. These miles are valid for up to three years, allowing passengers to collect them over time and access better benefits.

Start improving your Passenger Experience now!

From single surveys to comprehensive customer experience and employee satisfaction research, QuestionPro empowers you to collect valuable insights and make informed decisions thanks to our solutions.

A great example of this is our NPS+ feature. You can measure your customers’ Net Promoter Score and delve deeper into their feedback with just one click. Understanding the root cause behind their ratings allows you to address issues promptly, leading to enhanced operational solutions and a seamless travel experience for your visitors.

With user-friendly QuestionPro surveys, you can effortlessly collect instant feedback and respond in real-time, bridging experience gaps and ensuring guests enjoy unforgettable moments throughout their Airlines Passenger Journey.

QuestionPro SuiteCX is an ideal tool for creating your passenger journey maps in a simple way, thanks to its various templates and functions. With just a few clicks, you can gather your information and design a visual representation of your passengers’ and users’ entire journey.

If you’re interested in delving into the perception of your passengers or users, QuestionPro offers a wide range of tools and services to help you achieve that. Contact us now; our advisors will help you in your next great project.

SHARE THIS ARTICLE:

About the author
Aldrin Velázquez
Head of SEO at QuestionPro. Content Creator, Digital Marketing and SEO Specialist focusing on Organic Business Growth.
View all posts by Aldrin Velázquez

Primary Sidebar

Take full control of your customer journey

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

Artificial Intelligence (AI) in education: Impact & Examples

Jan 27,2023

HubSpot - QuestionPro Integration

What Consumer Marketing are + Effective Strategies to Follow

Apr 05,2023

HubSpot - QuestionPro Integration

Behavioral data: What is it, Importance, Types & Examples

Jan 17,2023

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

Footer

MORE LIKE THIS

artificial-data

What is Artificial Data & How It’s Shaping Research

May 20, 2025

wells-fargo-nps-2025

Wells Fargo NPS 2025: What Businesses Can Learn

May 19, 2025

word-cloud

Word Cloud: What it is & How to Use QuestionPro Word Cloud?

May 16, 2025

synthetic data and ai - market research

Redefining Research Strategy with AI and Synthetic Data

May 15, 2025

Other categories

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • Synthetic Data
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use