Oman Air commissions mystery shopper initiative
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In a bid to enhance its customer experience, Oman Air recently signed an agreement with BVA Mystery Shopping Services.
The agreement will see a team of mystery shoppers pose as customers in order to experience every aspect of Oman Air’s passenger experience. They will fly across all cabin classes and on all routes, and will use all sales channels to buy tickets. Furthermore, they will examine all check in options, airport lounges and customer services access points.
Upon completion, BVA will submit a compiled data analysis report with their recommendation for all areas. This will enable Oman Air to establish a strategy for further improvement.
The mystery shopper project is being coordinated by Oman Air’s Inflight services department.
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