It may seem like airlines are driving the future of aviation but customers are actually the ones in the pilot’s seat, according Qatar Airways’ Adam Radwanski.
The carrier’s Country Manager for Australasia told KarryOn that power in the industry has shifted drastically over the last eight years in response to increased competition from new airlines and budget carriers.
Additional air options forced the industry to change from its once airline-centric environment, where travellers didn’t have any control, to customer-centric, which is driven by customers and their wants.
Qatar Airways’ Adam Radwanski says customers are driving airlines.
From onboard offerings, online simplicity to routes and deals, airlines have had to learn to impress customers in all areas of their business in order to keep and grow their business.
“There is a real need to ensure that you’re not only the best in terms of quality, but in terms of meeting customer expectations, remaining competitive regarding price, and ensuring that accessibility, time efficiency and choice are three areas your airline offers – and offers well.”
Adam Radwanski, Qatar Airways Country Manager for Australasia
For Qatar Airways, this environment change meant focusing on ground and air services, as well as ensuring customers receive value for money.
“While the price of airfares are always a consideration, more than ever I think customers are also looking for the service and comfort, as many airlines are offering affordable flights these days, so they have to find another way to differentiate their offering,” he said.
According to Radwanski, Aussie travellers n long-haul flights are looking for a comfortable journey, which is why the airline offers various seating classes, a wide selection of in-flight entertainment, the finest menu and options for guests with special dietary requirements.
On the ground, the airline caters to Aussie travellers by providing a unique meet and greet service at Hamad International Airport, which doubles up as a guide to assist passengers to connecting flights or other areas of the gateway.
And when it comes to routes, travellers were the reason the airline decided to introduce flights to Sydney and Adelaide.
“We have been in the Australian market for six years now, with routes from Melbourne and Perth… during this time we have seen a growing demand from Australian passengers for premium air services to Europe,” he said.
“Australia also has a large European community, with many people returning to their home countries to visit their families and also to take advantage of the European summers during winter, so we saw an opportunity to offer more choice for Australian travellers.”
