Qatar Airways rebrands cabin crew recognition programme

The Qatar Airways customer experience team has rebranded its cabin crew recognition programme as ‘Kafou’, which means ‘job well done’.

It has also factored colleague feedback into the programme to help recognise superior service as it happens on board Qatar Airways flights.

Kafou combines feedback from multiple sources and consolidates the data into a single system for easier processing, faster recognition of stellar cabin crew, and integration into the cabin crew performance system.

Kafou elevates the former recognition programme for the benefit of Qatar Airways’ 10,000 cabin crew, with faster feedback loops and the ability for the customer experience leadership team to provide kudos and share customer – and now, colleague – feedback.

Customers can continue to provide feedback in their preferred method – through direct feedback on board, via “Tell Us” forms provided on all aircraft, or via “Tell Us” on the Qatar Airways website.

Feedback is factored in to the cabin crew member’s review of overall guest experience delivery and is taken into consideration for their annual performance review and career progression path.

Qatar Airways senior vice president customer experience Rossen Dimitrov said: “We encourage our crew members on board to constantly challenge themselves to deliver customer experience that is personalised, purposeful, and pleasant. Qatar Airways is extremely proud of the young men and women who serve as our brand ambassadors on board, and their commitment to excellence, and as such, we wanted to extend upon our existing feedback programme, so that all of us – fellow colleagues and our loyal passengers – can take part in congratulating cabin crew for a job well done.”

The programme relaunch was celebrated at an official ceremony in Doha earlier this week, recognising cabin crew who best demonstrate the values that have helped make Qatar Airways’ on-board service world-class.