Qatar Airways Launches Bespoke Customer Service Channel With Dedicated 24/7 Social Media Support

DOHA, Qatar – Getting in touch with Qatar Airways’ Customer Service team has been made even easier today thanks to the launch of a brand new dedicated 24/7 Twitter channel.

Although the online support function already exists within the world’s most popular digital airline's channels, by introducing a dedicated 24/7 bilingual service, Qatar Airways’ passengers will now be provided with an even more customised online support service in keeping with the award-winning airline’s premium customer service proposition.

Using the dedicated support handle of @QRsupport, passengers can raise their enquiries and receive replies 24-hours-a-day, seven-days-a-week in English and Arabic from the airline’s highly responsive Customer Service team, ensuring Qatar Airways’ passengers can continue to contact the airline as quickly and simply as possible.

Qatar Airways Chief Commercial Officer, Mr. Ehab Amin, said: “Social media has transformed the way and speed in which people interact with one another and businesses, so we are delighted that this new Twitter handle demonstrates our ongoing commitment to innovate and to continue raising the bar in anticipating and meeting the needs of our passengers, quickly and smoothly.

“Qatar Airways will continue to enhance our renowned customer service both in the sky and on the ground, recognising the increasingly important role played by social media. We are committed to continually evolving and offering even more ways for our passengers to communicate with us.”

Qatar Airways Senior Vice President, Marketing and Corporate Communications, Ms. Salam Al Shawa, said: “Qatar Airways continues to grow both in reach and recognition online. Our social media engagement strategy has successfully created a buzz online, so much so that we are the world’s ‘most-liked’ airline on Facebook.

“We are also proud that our five-star service has been recognised in a recent independent survey* which found that Qatar Airways had the highest positive sentiment, especially for its in-flight service, products, special offers and promotions, and airport experience, compared to any other Middle East airline.”

This follows on the success of the airline’s ‘No Borders, Only Horizons’ video campaign, which has continued to resonate positively with travellers worldwide, becoming the ‘Top Viral Video’ in June 2017, as recognised by Advertsing Age, a global website that monitors campaigns from all brands worldwide. The airline has also previously won awards for Best Emerging Airline on Social Media and Best Use of Emerging Platform by an Airline**.

The airline has taken full advantage of the world’s most popular social media channels to improve its loyal passengers’ customer service experience, and has continued to expand its reach to ensure consistent customer engagement across numerous platforms. Engagement with the airline is widely available in key markets in multiple languages – including English, Arabic, Chinese and Russian, to name a few – via Twitter, Facebook, YouTube, Instagram, Linkedin, Pinterest, Snapchat, Google+, Tumblr, Weibo in China and VKontakte in Russia. Qatar Airways has a combined audience of more than 16 million followers around the world.

Qatar Airways has received a number of accolades this year, thanks in part to its continual dedication to customer service, including Airline of the Year by the prestigious 2017 Skytrax World Airline Awards, which was held at the Paris Air Show. This is the fourth time that Qatar Airways has been given this global recognition as the world’s best airline. At the same ceremony, Qatar’s national carrier was also named Best Airline in the Middle East, World’s Best Business Class and World’s Best First Class Airline Lounge.

All passengers flying with Qatar Airways can enjoy the airline’s award-winning interactive in-flight entertainment system, Oryx One, which offers up to an amazing 3,000 entertainment options.

Celebrating 20 years of flying, Qatar Airways is one of the fastest-growing airlines operating one of the youngest fleets in the world, with 200 aircraft flying to more than 150 key business and leisure destinations across six continents. Qatar Airways is also launching 26 exciting new destinations around the world between now and the end of 2018, including; Chiang Mai, Thailand; Rio de Janeiro, Brazil; San Francisco, U.S. and Santiago, Chile.

*The independent study by the Toulouse Business School, in partnership with Brands Eye, (a social media data mining company) measured sentiment towards Middle East airlines between March to June 2017.
** From Simpliflying, the world’s leading aviation marketing consulting firm.