Jan 12, 2022

Covid-19: a hard time for airlines. The virtuous example of Qatar Airways.

An airborne disease called Coronavirus (COVID-19) has to date been the biggest game-changer in terms of total devastation for the aviation industry. It has caused travel restrictions by many governments and a change in the behavior of passengers, which has led in consequence to the dramatic drop of demand for airline services. Many international airlines tried to tackle this crisis but only one has exceled during the darkest days: Qatar Airways. Based at Doha International Airport, Qatar Airways provides connections to passengers worldwide, flying to more than 150 international destinations.

According to AirlineRatings, Qatar Airways was ranked as the best airline in the world for 2021. Many factors contributed to the airline’s outstanding success during these difficult times for industry.

Hygiene:

Qatar Airways has adopted innovative sanitation measures to reduce the spread of the virus. Firstly, they have put in place the most advanced air filtration system called HEPA that provide the most effective protection against infection. The industrial-size HEPA filters remove 99.97% of viral and bacterial contaminants from re-circulated air. Also, they are using Honeywell’s Ultraviolet (UV) Cabin System cleaning technology to treat aircraft seats, surfaces and cabins. In clinical tests, UV light has shown to be capable of inactivating various viruses and bacteria. Additionally, on board cleaning is being done after every flight with products recommended by the international Air Transport Association (IATA) and the World Health Organization (WHO).

The commitment to operate:

During the COVID-19 pandemic in 2021, Qatar Airline was devoted to keep the world’s air routes open. They were able to do so by taking important federal decisions that matched with the dangerousness of each region and country. For instance, The refusal to wear a face mask or a face shield by all passengers flying to and from the United States of America (USA), except those who are medically exempt, is considered as a violation of the USA Federal Law and may result in denial of boarding, removal from the aircraft and/or penalties under USA Federal Law. Additionally, their commitment came with adding multiple products under the hand of the customer to ensure the safety of each person in the cabin, for example, they’ve added a face mask, hand sanitizer gel and gloves.

Refunds:

In terms of refunds, Qatar Airways were in the first place. Admirably, this airline processed all eligible refunds requested by passengers. Furthermore, they haven’t changed their usual refund process during the COVID-19 pandemic and haven’t introduced additional steps to their refund validation process, as some airlines did at this time. Also, Qatar airline maintained a fast refund approval rate throughout the year, which was in average “less than a week”.

With all those elements, we can all agree that Qatar Airline have successfully adapted themselves to offer outstanding service to their customers in the face of a global crisis. Additionally, after winning the title, The Middle Eastern airline isn’t showing any signs of slowing down as it is spending millions to revamp aircraft cabins with new cabin products that includes the stunning business class “Qsuites”. Also, they are planning to introduce new aircraft types such the 787, A350, and 777X, which is undoubtedly a sign of good health of the company’s business model.