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Customer Journey Map, NEGATIVE, POSITIVE, NEUTRAL, NEGATIVE, POSITIVE,…
Customer Journey Map
Departure
Assess immigration's queueing system, lines, and times (person) :star:
Assess the overall egate experience :star: :check:HIA
Evaluate the waiting times and designated lanes (or special lanes, eg. female or family lane) at the security screening :star: :check:HIA
Look for ground staff or concierge/ infodesk to ask for support and flight details
Evaluate the distance from the security to the boarding gate
Look for pharmacies, shops and restaurants before departure area
Look for currency exchange and atms before departure area
Assess the overall egate experience (already registered):smiley:: :star::check:HIA
Look for signages, directions, and guides to the waiting area and boarding gates:smiley:
Assess the transportation options within the departure area to reach the gate immediately (eg. APM/ train, buggies, walkalators, etc.):smiley:
Assess the terminal (comfort, design, ambience, cleanliness, etc.):smiley:
Evaluate the transfer from VIP lounge to the boarding gate (eg. using BMW, cars, Al Maha service, escort using elevators / cars, VIP requiring special assistance like WHCH, pregnant, mothers with infant, families):smiley: :check:HIA
Assess the clarity and quality of information of the flight info screens (non-transit):smiley:
Have a look at the Lamp Teddy (or any other attractions / entertainment facilities) at the airport:smiley::check:HIA
Assess the transportation options within the departure area to reach the gate immediately (eg. APM/ train, buggies, walkalators, etc.):smiley:
Look for flight info screens after the screening area
Assess the clarity and quality of information of the flight info screens (transit)
Evaluate the appropriate time allocated from the security to the boarding gate :star:
Look for toilets, rest rooms, praying areas, and smoking areas before departure area
Assess HIA staff attitude at the immigration :check: HIA
Evaluate the courtesy and attitude of the security staff (MOI and HIA) :check:HIA
Evaluate the friendliness of the airport staff
Assess and choose immigration options (person or egate) :star:
Evaluate the language skills of the airport staff
Look for airport assistance (i.e. for WHCH, pregnant, mothers with infant and children, families)
Assess the clarity of the boarding calls and airport PA's
Look for last-minute shopping options before the boarding gate (eg. pocket duty-free shops)
Evaluate the transfer through Al Safwa Remote (F/Cl pax) to the boarding gate (eg. premium coach, elevators, car, F/Cl pax requiring special assistance like WHCH, pregnant, mothers with infant, families) :smiley::check:HIA
Look for last-minute shopping options before the boarding gate (eg. pocket duty-free shops)
Look for currency exchange and atms before the boarding gate
Look for areas to drop the trolley, or look for hand-carry trolleys if roaming around before departure area :smiley:
Look for last-minute shopping options before the boarding gate (eg. pocket duty-free shops)
Inflight
Getting connected & being entertained :star:
Finding the best seat :star:
Using my digital devices on-board :star:
Not being disturbed :star:
Solving issues on the spot
Interacting with crew :star:
Utilising the lavatory :star:
Getting served my meal :star:
Helping myself to treats and snacks throughout the flight :star:
Enjoying the inflight entertainment :star:
Being assisted (PRM | Parent with child | Senior travellers | UM | YP | Language requirements) :star:
Using my digital devices on-board :star:
Having my choice of food and beverage when I want it - dining experience :star::smiley:
Resting:smiley:
Not being disturbed:smiley:
Being responsible (environment | CSR )
Being known :star:
Being assisted (PRM | Parent with child | Senior travellers | UM | YP | Language requirements)
Voicing comments
Being welcomed:smiley:
Exploring my space:smiley:
Feeling Safe :smiley:
Settling myself in
Planning my time onboard
Getting ready for take-off
Being acknowledged
Getting served my meal :star:
Enjoying my meal :star:
Getting ready for arrival
Interacting with crew
Planning and organizing my trip
Transit
STPC if required (Unplanned disruption):star: :check:HIA
Handle exceptional cases like Misconnections, DNB, Security offload, Schedule change, STPC refusal by immigration:star: :check:HIA
Disembark from aircraft using the aero bridge :check:HIA
View signage leading to transfers (terminal walkway) :star: :check:HIA
Disembark from aircraft using step ladder :check:HIA
Snack box distribution (Unplanned disruption) :check:HIA
If area is full, pax to be sent to arrival area (STPC) or information counter (non STPC) and Pax to proceed to restaurant :star: :check:HIA
Check for strollers :smiley:
Visit transfer desk in case of boarding pass / ticket / information :star: ::smiley:
Queuing at Security screening:smiley:
Water / blanket on request (Planned disruption):smiley:
Meet handling staff:check(DHT, reallocated staff) :check:HIA
Repacking post security screening :check:HIA
Pax at transfer hall (Unplanned disruption) :check:HIA
Entrance to path leading towards transfers :check:HIA
Board coach (premium / economy) :check:HIA
Take the escalator/ elevator :check:HIA
Signage on LAGS (pre-security area)
Way to elevator / walkalator to market place :check:HIA
GREAT dialogue/attentive/correct actions
:smiley:
Look for train signage
:check:HIA :star:
Check availability of buggies / wheelchair :check:HIA :star:
View information on signage in Transfer Hall :check:HIA
Queuing at the transfer desk :check:HIA :star:
Water / blanket on request (Unplanned disruption) :check:HIA
:smiley:
Arrival
View Signage towards arrival hall (Contact):smiley:
Get Al Maha fast track if required:smiley:
Availability of trolleys for baggage:smiley:
Report Lost Baggage :smiley:
Visit Facilities: washrooms/coffee shop/ATM/Currency exchange:smiley:
Travel by coach :star:
View Signage towards arrival hall (Remote)
View Signage at immigration hall
Walk to arrivals hall :star: :check:HIA
Queuing at immigration counters :star: :check:HIA
Visit Facilities at baggage reclaim area
View Signage towards arrival hall (Contact) :smiley:
Get Al Maha fast track if required:smiley:
Get First/ Business fast track if required:smiley:
View signages at reclaim area post handbag X-ray
:check:HIA
Visit Facilities at baggage reclaim area
:check:HIA
View Signage in Meet & Greet Area
:check:HIA
GREAT dialogue/attentive/correct actions
:check:HIA :smiley:
Essential, maybe a travel document
:check:HIA :smiley:
Move down through escalators/ elevator to immigration
Visit facilities at immigration
Queuing at eGate counters
Queuing post immigration pre X-Ray screening
:check:HIA
FIDS/ Screens for baggage belt numbers
:check:HIA
Boarding
Assess the queues and available lanes at the boarding gate (Priority lane - denominations in progress):check:HIA :smiley:
Request for booking modifications inside the boarding area (eg. seat change): :star:
Assess and choose immigration options (person or egate)
:check:HIA
Assess HIA staff attitude at the immigration :check:HIA
Evaluate the handling of pax offload, last minute gate no shows, and A/C downgrade issues
Evaluate the special handling for PRMs, YP, and UM
Look for purchased Duty Free items at the boarding gate
Go through a secondary random screening process (selected routes) at the boarding gate before reaching the seats :star: :check:HIA
Assess reconciliation process :check:HIA
Assess GREAT dialogue :check:HIA :smiley:
Do staff sweep the area for any left behind items:check:HIA :smiley:
Look for areas to drop the trolley, or look for hand-carry trolleys if roaming around before departure area
:check:HIA :smiley:
Assess the overall egate experience (already registered)
:check:HIA :smiley:
Look for signages, directions, and guides to the waiting area and boarding gates
:smiley:
Evaluate the way to the aerobridge - wide-body A/C non-remote
:check:HIA
Evaluate the way to the aerobridge - narrow-body A/C non-remote
:check:HIA
Evaluate the Security/ HIA security staff attitude during the secondary random screening process at the boarding gates :check:HIA
Assess the queues and available lanes at the boarding gate (Economy lane)
:star:
Look for water fountains and rest rooms inside the boarding area
Look for power outlets inside the boarding area
Go through the screening process at the boarding gate (high-risk flights / sector-based)
Lounge
Evaluate the ambience, design, cleanliness of the lounge:smiley:
Assess the lounge catering, food and beverage variety:smiley:
Facilities available in anticipation of customer's needs - nursery area, business centre, prayer rooms, smoking rooms, cloak room, etc. :smiley: :check:HIA
Evaluate the staff service at the lounge:smiley:
Wayfinding within the airport to reach the lounge / availability of signage and knowledge of staff members on the location. :star:
Queue management and wait time to access the lounge :star: :check:HIA
Reliability of lounge scanners at the lounge entrance :star:
Customer handling and availability of paid options in case of non-eligibility to access lounge :star:
Evaluate the seat comfort and availability at the lounge :star:
Assess the lounge space and crowding :star:
Assess the lounge washrooms, toilets, and showers :star:
Availability of entertainment system within the lounge :smiley: :check:HIA
Availability of newspapers and other reading materials :smiley:
Availability of lounge amenities - toiletries, nursery kit, blankets etc. :smiley:
Special Handling accessibility and options (non discriminating)
Visibility of local time, FIDs within the lounge :star:
Availability of special meal options :check:HIA
Check the availability of the lounge at the airport
Check-In
Perform online check-in at least 60 minutes before the STD :star:
Assess the check-in waiting time :star: :check:HIA
Assess the staff's helpfulness at the check-in counters and self-service facilities:star:
Perform offline check-in at the self-service facilities/ kiosks:smiley:
Perform fast track check-in and baggage drop:smiley:
Receive the boarding pass and be guided accordingly on its contents:smiley:
Perform offline check-in at the counter:smiley: :star:
Assess the check-in efficiency:smiley: :star:
Assess the Wi-Fi and connectivity at the airport
Assess the staff's language skills at the check-in counters and self-service facilities:star:
Assess the check-in facilities of the airport
Perform fast track check-in and baggage drop :star:
Perform offline check-in at the self-service facilities/ kiosks
Pre-Flight
Check options to go to the airport and assess the ease of airport access (public and private) : :smiley:
Look for trolleys for the baggage upon reaching the airport :smiley: :star:
Assess the Wi-Fi and connectivity at the airport
Assess the check-in facilities of the airport
Assess the check-in waiting time :star:
Assess the staff's helpfulness at the check-in counters and self-service facilities :star:
Assess the staff's language skills at the check-in counters and self-service facilities :star:
Assess the Wi-Fi and connectivity at the airport :star:
Booking
Desktop and Mobile Web
Visit the QR.com website to manage the booking (changes, seats, meals, upgrades, baggage, etc.) :star:
Research information on the destination (place, tourism, transport, price, weather, etc.) :star:
Perform online check-in at least 60 minutes before the STD :star:
Log in and choose to pay via Qmiles
Receive and decide on ancillary revenue online (Upgrades, Seats, Meals, Baggage Allowance, Hotels, Car Rentals, etc.)
Desktop, Mobile Web and APPS
View fares on the calendar => no need of entering the search flow
Landing directly on the flight selection page via deeplinks (not through QR.com)
Log in and based on the miles available for burn, the application to show reduced prices
Trip Management
Desktop /Mobile
IF/What penalties do I need to pay to change my travel dates ?
Is it cheaper to purchase extra baggage online, as compared to purchasing at airport counter ?
Will the insurance cover for lost luggage/flight cancellations ?
What are the immigration/travel requirements (e.g covid related quarantine) at my destination ?
How can I update my contact number/email ID ?
How can I correct my name spelling ?
How long does it take to refund the money to my card/account?
Will the entire ticket amount be refunded to me ?
How can I select a bassinet seat for my infant ?
How quickly will the contact center respond to my query ?
Can I avoid standing in long check-in queue at the airport ?
Confirm flight date and time of the upcoming trip
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