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Qatar Airways to open European contact centre in Poland


Qatar Airways customers contacting the airline in key European markets will benefit from a new multi-lingual Customer Contact Centre based in the Polish city of Wroclaw from early next year.

The announcement comes two months ahead of the airline’s new route to the Polish capital Warsaw, set to begin from December 5 with four-flights-a-week direct from the carrier’s Doha hub.

The servicing of customer inquiries will progressively be expanded to include E-Commerce support, Privilege Club member services and travel trade support for all major markets in Qatar Airways’ European network. Customers will be able to communicate with Qatar Airways by phone, fax, and email. The Contact Centre is due to open in February 2013.

With an initial staffing of 100 employees, the new Contact Centre will utilise state-of-the-art technology, enhancing the customer experience and connecting the new location with the virtual Global Contact Centre network of Qatar Airways.

Qatar Airways Chief Executive Officer Akbar Al Baker said: “As a five-star airline we are committed to providing our customers with a seamless travel experience not only in the air, but at every touch point.

“Our customers expect convenient and fast access to professional services and our new Contact Centre will deliver on these expectations.

“Following a rigorous search for a suitable location, we found the city of Wroclaw to be the most suited  for our European contact centre in providing excellent customer service solutions to our customers in the region.

“The skill set here is huge in customer service and languages. The personal support from Mayor Rafal Dutkiewicz and his Trade Development Agency ARAW has been instrumental in our decision to choose Wroclaw as the location of the new Contact Centre.

“With our move to Wroclaw, Qatar Airways is making a major investment in the local economy and the creation of jobs which will provide Polish citizens with an exciting opportunity to work for a world-class airline. As we continue to grow as a company, so will our new Customer Contact Centre creating even more opportunities,” added Al Baker.

Mayor Rafal Dutkiewicz added: “I am delighted that Qatar Airways has chosen my city of Wroclaw to be their prime centre for customer service, for the whole of Europe.

“This is great news for the people and city of Wroclaw and we assure Qatar Airways of providing our full support to make this a highly successful business venture for a world-class airline that will soon be flying to Poland.”

Qatar Airways has seen rapid growth in just 15 years of operations, currently flying a modern fleet of 111 aircraft to 119 key business and leisure destinations across Europe, Middle East, Africa, Asia Pacific, North America and South America.

Since the beginning of 2012, Qatar Airways has launched flights to Baku (Azerbaijan); Tbilisi (Georgia); Kigali (Rwanda); Zagreb (Croatia), Erbil (Iraq), Baghdad (Iraq), Perth (Australia) Kilimanjaro (Tanzania), and Myanmar (Yangon).

Over the next few months, Qatar Airways will launch services to a diverse portfolio of new routes, including Maputo, Mozambique (October 31); Belgrade, Serbia (November 20); Warsaw, Poland (December 5), Gassim, Saudi Arabia (7 January 2013); Najaf, Iraq (January 23); and Chicago, USA (April 10).


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