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Customer Journey Map, Payment, Trip Management, :smiley: - Positive…
Customer Journey Map
Pre-Flight and Check-In
Check options to go to the airport and assess the ease of airport access (public and private) :star:
Look for trolleys for the baggage upon reaching the airport :star: : :smiley:
Perform offline check-in at the counter :star: :smiley: :red_flag:
Perform fast track check-in and baggage drop :star: :smiley: :red_flag:
Assess the check-in waiting time :star: : :smiley: :red_flag:
Assess the check-in :smiley: efficiency :star:
Assess the staff's helpfulness at the check-in counters and self-service facilities :star: : :smiley: :red_flag:
Assess the staff's language skills at the check-in counters and self-service facilities :star: :smiley:
Perform offline check-in at the self-service facilities/ kiosks :smiley: :red_flag:
Assess the check-in facilities of the airport
Receive the boarding pass and be guided accordingly on its contents : :smiley: :red_flag:
Ability to check-in at another facility closer to my place before going to the airport
Ability to check-in faster including document checks : :smiley: :red_flag:
Channel
Mobile App
Online Check-in :smiley: :red_flag:
Perform online check-in at least 60 minutes before the STD :smiley: :red_flag:
Web/Mobile
Assess the Wi-Fi and connectivity at the airport : :red_flag:
Desktop and Mobile Web
Selection of Ancillaries
Departures
Look for areas to drop the trolley, or look for hand-carry trolleys if roaming around before departure area
Assess the terminal (comfort, design, ambience, cleanliness, etc.) :red_flag:
Look for seating facilities or available waiting areas before departure area : :smiley: :red_flag:
Look for pharmacies, shops and restaurants before departure area :smiley: :check:HIA
Look for toilets, rest rooms, praying areas, and smoking areas before departure area :smiley: :red_flag:
Evaluate the courtesy and attitude of the security staff (MOI and HIA)
Assess the clarity and quality of information of the flight info screens (transit)
Evaluate the friendliness of the airport staff
Evaluate the language skills of the airport staff
Have a look at the Lamp Teddy (or any other attractions / entertainment facilities) at the airport : :smiley: :check:HIA :red_flag:
Assess the transportation options within the departure area to reach the gate immediately (eg. APM/ train, buggies, walkalators, etc.) :smiley: :check:HIA :red_flag:
Look for pharmacies, duty-free shops and restaurants before the boarding gate : :smiley:
Look for currency exchange and atms before the boarding gate :smiley:
Look for airport assistance (i.e. for WHCH, pregnant, mothers with infant and children, families) :red_flag:
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) : :smiley: :check:HIA
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
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
Assess and choose immigration options (person or egate) :star:
Assess immigration's queueing system, lines, and times (person) :star: :smiley:
Assess the overall egate experience (already registered) :star: :smiley:
Assess the overall egate experience (not yet registered) :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 :smiley:
Look for signages, directions,and guides to the waiting area and boarding gates :star: :check: HIA :smiley:
Look for ground staff or concierge/ infodesk to ask for support and flight details :star: :check:HIA
Evaluate the distance from the security to the boarding gate :star: :check:HIA
Evaluate the appropriate time allocated from the security to the boarding gate :star: :check:HIA
Transit
Look for train signage : :star: :check:HIA
:smiley:
Check availability of buggies / wheelchair :star: :check:HIA :smiley:
:red_flag:
Visit transfer desk in case of boarding pass / ticket / information :star: :check:HIA
:red_flag:
Queuing at the transfer desk :star: :check:HIA
:red_flag:
Handle exceptional cases like Misconnections, DNB, Security offload, Schedule change, STPC refusal by immigration :star: :check:HIA :checkered_flag:
Pax at transfer hall (Unplanned disruption) :star: :check:HIA :smiley:
STPC if required (Unplanned disruption) :star: :check:HIA :red_flag:
Disembark from aircraft using step ladder :smiley: :red_flag:
Check availability of strollers : :smiley: :red_flag:
View information on signage in Transfer Hall :check:HIA :smiley:
Locate transfer desk if required :check:HIA :smiley:
Locate STPC counter if required :check:HIA :smiley:
Look for walkalators, buggies, toilets, water fountains
:smiley: :red_flag: :check:HIA
Proceed to transfer desk counters for change of flights
:check:HIA :red_flag:
Snack box distribution (Unplanned disruption)
: :check:HIA :checkered_flag:
If area is full, pax to be sent to arrivals to information counter and Pax to proceed to restaurant :check:HIA :checkered_flag:
Lounge
Channel
Mobile/Web App
Lounge Access: assess queue management and wait time to access the lounge & correct eligibility identification :star: :smiley:
Lounge identification: check the availability of the lounge during booking :star:
Mobile App
Lounge identification: quick identification of Lounges within the airport with integration of HIA Geofencing - push notification :star: :smiley:
Facility experience: internet connectivity & entertainment :star: :smiley: :red_flag:
Facility
Facility experience: evaluate lounge seating areas comfort and quality :star: :smiley: :red_flag:
Facility/Mobile app
Facility experience: toilets & showers comfort, quality and cleanliness :star: :smiley: :red_flag:
FIDS/Mobile App
Facility experience: visibility of local time, FIDs within the lounge :star: :red_flag:
Lounge Staff
Dining experience: assess food & beverage options and service capability :star: : :smiley: :red_flag:
Evaluate the courtesy and attitude of the security staff (MOI and HIA) : : :star: :smiley:
Scanner
Bording pass scanning: lounge scanners at the lounge entrance :star: :smiley:
Signage
Facility experience: covid-19 measure deployment
Facility experience: sleeping areas :star:
Facility experience: facilities available in anticipation of customer's needs - nursery area, business centre, prayer rooms, smoking rooms, cloak room, etc. : : :star:
Facility experience: special Handling accessibility and options (non discriminating) :star:
Assess the lounge space and crowding :star:
Assess visibility of local time, FIDs within the lounge :star:
Boarding
Assess the queues and available lanes at the boarding gate (Economy lane) :star:
Assess the queues and available lanes at the boarding gate (Priority lane - denominations in progress) :star: :smiley: :red_flag:
Request for booking modifications inside the boarding area (eg. seat change) :star: :red_flag:
Go through a secondary random screening process (selected routes) at the boarding gate before reaching the seats :star: :red_flag:
Evaluate the clarity and quality of any advice or announcement on delays or boarding changes :star: :smiley:
Assess the technical delay handling procedures :star: :smiley:
Evaluate the Security/ HIA staff attitude right outside the boarding gates :smiley: :check:HIA :checkered_flag:
Evaluate the QR staff attitude at the boarding gates during boarding :check:HIA : :smiley: :red_flag:
Assess the queues and available lanes at the boarding gate (Priority lane - denominations in progress) : :smiley: :check:HIA :red_flag:
Retrieving data. Wait a few seconds and try to cut or copy again. : :smiley: :check:HIA
Evaluate the holding area or seating area / zone segregation / priority seating / special assistance (i.e. WHCH, pregnant, etc.) : :smiley: :
Look for power outlets inside the boarding area : : :smiley:
Evaluate the clarity and quality of any advice or announcement on zones, boarding preparations, etc. : :smiley:
Show the boarding pass and other relevant documents for checks before entry :red_flag:
Go through a secondary random screening process (selected routes) at the boarding gate before reaching the seats :star: :red_flag:
Evaluate the Security/ HIA security staff attitude during the secondary random screening process at the boarding gates :checkered_flag:
Choose a seat and familiarize oneself with the zone assignments and priority signages
Look for water fountains and rest rooms inside the boarding area
Look for telephone and internet booths inside the boarding area
Evaluate any entertainment system inside the boarding area (eg. TV Screen display information)
Assess the waiting time inside the boarding area
Asssess GREAT dialogue
:check:HIA :red_flag:
Go through the screening process at the boarding gate (high-risk flights / sector-based)
:red_flag:
Inflight
Premium
Being welcomed :star: :smiley: :red_flag:
Getting connected and being entertained :star: :smiley:
Getting connected :star: :red_flag:
Interacting with crew :star: :smiley: :red_flag:
Utilising the lavatory :star: :smiley: :red_flag:
Feeling safe :star:
Being known :star: :smiley: :red_flag:
Having my choice of food and beverage when I want it - dining experience :star: :smiley:
Resting :star: :smiley:
Being acknowledged
:smiley: :red_flag:
Using my digital devices on-board
: :red_flag:
Working Online :red_flag:
Feeling Pampered :smiley: :red_flag:
Keeping me informed by staying updated by the crew
:smiley: :red_flag:
Keeping me informed by staying connected to the internet
: :red_flag:
Taking food and drinks on the go
:smiley: :red_flag: :
Non-Premium
Getting connected & being entertained :star: :red_flag:
Using my digital devices on-board :star: :red_flag:
Finding the best seat :star:
Feeling safe :star:
Getting my meal served :star:
Not being disturbed :star:
Interacting with crew :smiley: :red_flag:
Utilising the lavatory :smiley: :red_flag:
Enjoying my meal : :smiley: :red_flag:
Having my choice of drink : :smiley: :red_flag:
Helping myself to treats and snacks throughout the flight : : : :smiley: :red_flag:
Enjoying the inflight entertainment : :smiley: :red_flag:
Sleeping : :smiley: :red_flag:
Solving issues on the spot :smiley: : :red_flag:
Being assisted (PRM | Parent with child | Senior travellers | UM | YP | Language requirements) : :smiley: :red_flag:
Receive a friendly farewell : :smiley: :red_flag:
Relaxing and Energising :red_flag:
Arrival
Walk to arrivals hall :star:
Travel by coach :smiley: :check:HIA
Queuing at immigration counters :smiley:
Move down through escalators/ elevator to immigration
Visit facilities at immigration
Get Al Maha fast track if required :check:HIA :red_flag:
Get First/ Business fast track if required
FIDS/ Screens for baggage belt numbers
Availability of trolleys for baggage
Porter service if required
Report Lost Baggage
Visit Facilities at baggage reclaim area
View Signages post baggage collection
Walk towards customs
Customs clearance experience
Post clearance walkway
View Signage towards arrival hall (Contact) :smiley:
View Signage towards arrival hall (Remote) :smiley: :check:HIA
View Signage at immigration hall : :smiley:
Visit Premium immigration lounge :smiley: :check:HIA
Queuing at immigration counters : :smiley: :star: :check:HIA
Processing at immigration counter : :smiley: :check:HIA
Queuing at eGate counters : :smiley:
Processing at eGate counter :smiley: :check:HIA
Queuing post immigration pre X-Ray screening :smiley: :check:HIA
Customs X-Ray screening : :smiley: :check:HIA
Collect hand bag after screening :smiley: :check:HIA
View signages at reclaim area post handbag X-ray : :smiley: :check:HIA
View duty free :smiley: :check:HIA
Wait for Baggage :smiley: :check:HIA :red_flag:
Baggage conveyer belt baggage collection & accessibility : :smiley: :check:HIA :red_flag:
Heavy/ big baggage collection
:smiley: :check:HIA :red_flag:
Al Maha arrival lounge if required
:red_flag: :check:HIA
Visit Facilities: washrooms/coffee shop/ATM/Currency exchange
:check:HIA : :smiley: :red_flag:
Booking
Trip Management
Channel
Web/Mobile
Pay
with 3DS2 activation :smiley: :red_flag:
make
payment
decision earlier in booking flow :smiley: :red_flag:
make it easier to
pay
:smiley: :red_flag:
Make AliPay installment
payment
: :smiley: :checkered_flag:
Save Customers
payment
preferences : :smiley: :red_flag:
make
payment
with All Klarna payment options : :smiley: :checkered_flag:
make
payment
with AMEX Bank Transfer option : :smiley: :red_flag:
make
payment
with IATA PAY Bank Transfer option :smiley: :checkered_flag:
make
payment
with Installment payment option (Uplift) :smiley: :checkered_flag:
make
payment
with Installment payment option (Split it) :smiley: :checkered_flag:
make
payment
with Installment payment option (AsiaPay) : :smiley: :checkered_flag:
make
payment
with 2 or more cards for same booking (Optionizer) :smiley: :red_flag:
make
paymen
t with local Installment payment (ONEY) : :smiley: :checkered_flag:
redeem my EMD voucher :smiley: :red_flag:
Make an installment
payment
:smiley: :red_flag:
Customer has decided to cancel their travel plans for personal reasons
X days prior to depature of flight online upgrade offers are sent/displayed to eligible customers via Email, Push Notification, Banner (MMB, CKI) :red_flag:
Confirm flight date and time of the upcoming
trip
:smiley:
IF/What penalties do I need to pay to change my travel dates ? :smiley:
Is it cheaper to purchase extra baggage online, as compared to purchasing at airport counter ? :smiley:
Will the insurance cover for lost luggage/flight cancellations ? :smiley:
What are the immigration/travel requirements (e.g covid related quarantine) at my destination ? :smiley:?
How can I update my contact number/email ID ? :
How can I correct my name spelling ? : :smiley:
How long does it take to refund the money to my card/account? : :smiley:
How can I select a bassinet seat for my infant ? : :smiley:
How quickly will the contact center respond to my query ? :smiley:
Can I avoid standing in long check-in queue at the airport ? :smiley:
Web
Use Wechat Pay for payment for China market customers :smiley: :checkered_flag:
Mobile App
Check relevant and personalized information about my trip :red_flag:
All flight notifications are in operation. However, the marketing notification not utilized on iOS for legal issues.
The experience is not as seamless as it should be. UX needs to be enhanced along with the backend performance. Also should be converted to native experience.
Retrieve existing booking : :smiley: :red_flag:
Provide the customer with all information related to his trip. And provide full digital experience for the trip.
Exploring the Mobile App :red_flag:
Book a ticket in QR App
:smiley: :red_flag:
Booking and ancillaries
: :smiley: :red_flag:
Membership
: :red_flag:
Manage booking
:smiley: :red_flag:
Across the whole customer journey
:red_flag:
Desktop and Mobile Web
Customer view fares on the calendar => no need of entering the search flow : :smiley:
Customers landing directly on the flight selection page via deeplinks (not through QR.com) :smiley: : :checkered_flag:
Customer logs in and based on the miles available for burn, the application to show reduced prices :smiley: :red_flag:
Customer reaches Passenger page and sees the new design to provide better experience : :smiley:
Privilege club members who logs in during the booking will see a personalized message on passenger details page :smiley:
Customer will see a personalized ancillary page :smiley: :red_flag:
Introduce Standard seats purchase :smiley: :red_flag:
Customer reaches Passenger page and sees the new design to provide better experience :red_flag:
Privilege club members who logs in during the booking will see a personalized message on passenger details page :red_flag:
Desktop, Mobile Web and APPS
Customer logs in and chooses to pay via Qmiles : :smiley: :red_flag:
Customer Contact Centre
To provide the best booking experience
Contact the Customer Contact Centre to check for flights and prices and book the best available ticket
To provide the best customer support experience
Check the flight details, purchase ancillary products and services, change the ticket, check the available services at the airport, upgrade the ticket, ticket refund, and other queries. :star:
Check for lost luggage or items, complain about a negative experience :star:
Payment
Retrieve booking
Search and Book
Trip Mode
App notifications
Member account
Offer Card
App Booking
App Payment
Manage booking
Payment
Trip Management
:smiley: -
Positive Experience / Comments
:check:HIA -
HUB
:red_flag:
Rise in Customer Complaints
:checkered_flag: -
Drop in Customer Complaints
:star: -
Moment of Truth
Ground Services
Ground Services
Ground Services
Ground Services