Qantas is focusing on offering the perfect combination of human touch and technology to distinguish itself in the competitive air travel market. The airline is training its cabin crew in service culture – conversation and communication skills – besides the usual safety and technical training, to ensure that passengers have a pleasant experience while dealing with the staff.
At the same time, Qantas is also harnessing technology to aid the cabin-crew in delivering personalized service and has taken initiatives such as issuing iPads to the cabin crew.
Read more here:
Qantas: top service hinges on technology and ‘the human touch’