The Problem

Passengers often experience fragmented and generic shopping options during flights, leading to missed revenue opportunities for airlines.

Customer Needs

Passengers desire a more relevant and premium shopping experience that aligns with their journey, destination, cabin class, and loyalty status, providing a seamless and enjoyable inflight discovery.

Business Needs

Qatar Airways aims to unlock a new commercial channel within an airline-controlled digital environment, driving upsell and cross-sell opportunities and increasing return on investment from Starlink connectivity.

Operational Needs

Successful implementation requires integration with Qatar Airways’ systems, including product and content management, inventory, fulfilment, and loyalty platforms, alongside secure API communication for data exchange.

Success Metrics

Key performance indicators include marketplace penetration rate, average time spent in the marketplace, conversion rate, revenue per passenger, and Privilege Club engagement uplift.

Initial Concept

The marketplace will evolve in phases, starting with a content-led shopping experience and progressing to dynamic catalogues and personalised offers, ultimately creating a unified commercial layer across Qatar Airways’ ecosystem.