How Saudia Airlines Took Off with Qwaiting to Improve Passenger Flow and Staff Performance
Saudia is one of the world’s busiest airlines, operates sales offices across 12 states, and handles between 5,000 to 6,000 visitors daily. With flights operating across major domestic and international routes, Saudia has always been known for providing exceptional customer service.
But like any other busy airline, the airline faced some problems managing a large visitor crowd, improving staff efficiency for a smooth, stress-free experience at their offices.
To address these challenges, Saudia partnered with Qwaiting to modernize and streamline its in-office customer experience using aviation CX software. The results were visible within weeks, significantly improving service quality and operational efficiency.
Overview
Client
Saudia Airlines
Industry
Aviation
Location
Saudi Arabia
Type
Airlines
Saudia Airlines is the national airline of Saudi Arabia, serving millions of passengers each year. With flights across major domestic and international routes, it’s known for its strong network and reliable service. The airline also runs 12 sales offices that help travelers with bookings, inquiries, and customer support.
Challenges faced
- • Unpredictable and unmanageable visitor flow
- • Lack of staff performance insights
- • Long wait times for travellers
- • Overworked and confused staff
Solutions Provided
- • Centralized staff dashboard to track performance
- • The visitor reporting page for travellers
- • Digital queuing systems to prevent overcrowding
Results
- • Wait times dropped to under 20 minutes
- • Seamless visitor management
- • Maximized staff productivity
- • Better travel experience for everyone
The Challenges Faced by Saudia Airlines
Saudia Airlines encountered significant operational challenges across its sales offices. These inefficiencies not only impacted the quality of service delivery but also placed unnecessary strain on staff productivity and customer satisfaction.
Some major challenges faced were:
Unpredictable Visitor Flow
On some days, some departments were overloaded with work and assisting passengers, while others stayed underutilized. There was no centralized data showing which branch was busier or quieter, leading to long lines in certain locations.
Lack of Performance Visibility
The management team had no clear way to track how well different offices were doing. Each branch operated almost like its own island. There was no reporting system to compare performances, monitor workloads, or balance resources.
Long Wait Times
Without a smart airport queue management solution, wait times were untracked and unpredictable. Passengers sometimes waited too long, affecting satisfaction and even causing missed appointments or flights.
Employee Fatigue and Engagement Challenges
When staff didn’t know how many passengers to expect, it created sudden workload spikes. This led to stress, burnout, and mistakes, especially during rush hours.
Saudia Airlines knew something had to change. It wasn’t just about managing passengers - it was about delivering a better, smarter experience for both travelers and employees.
How Qwaiting Helped Streamline Travel Flow
To streamline operations across 12 offices, Qwaiting implemented smart solutions giving admin staff full visibility and control.
Centralized dashboard
To streamline operations across 12 offices, Qwaiting implemented a centralized dashboard, giving admin staff full visibility and control from a single interface.
With real-time reports, staff members could easily:
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Analyze real-time updates from every branch
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Track staff performance
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Monitor passenger volumes and average wait times.
These reports helped the executives to open more service counters if required to save travelers' time.
Visitor reporting page
We introduced a public reporting page for visitors, using which they can easily:
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View real-time queue status across branches
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Choose less crowded branches
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Avoid long, unnecessary wait times
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Encouraged informed decision-making
Now, instead of standing at one counter for multiple hours, travelers could easily open the airline's webpage and select the less crowded counters to avail services.
Digital queuing
To reduce congestion at check-in points, we implemented aviation check-in automation through digital queuing. Passengers could use kiosk machines or their phones to:
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Purchase or collect virtual tickets quickly
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Book tickets and print digital boarding passes
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Easy seat upgrades or refunds
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View estimated wait times & Receive real-time updates
This means no more standing in long lines or guessing when their turn would come.
After a few weeks of implementation, the airline's operations were streamlined, and here’s what the President of Airport operations had to say:
“Partnering with Qwaiting has significantly enhanced our airport operations. From the moment we implemented their queue management system, we saw a reduction in wait times and improved passenger satisfaction scores across the board. What impressed us most was the real-time data insight, which helped us make smarter, faster decisions daily. Qwaiting doesn’t just offer a system; they deliver operational excellence.”
— Vice President of Airport Operations, Saudia Airlines
Results After Implementing Qwaiting
The results after implementing Qwaiting's smart solutions were nothing less than a success. Here's what changed:
Dropped wait times
Within a few weeks of implementing smart solutions, travellers' wait times dropped to under 20 minutes. This reduced wait time reduced travel anxiety, and staff members could focus on providing an exceptional travel experience.
Seamless visitor management
All the branches deal with 5000+ visitors daily. After using a smart queue management system for airlines, the passenger flow became more organized. The offices and staff members no longer feel overwhelmed, even during the peak travel season.
Maximized staff productivity
With the help of a centralized dashboard and passenger flow software, it is now easier for staff members to track the customer journey. This allowed for better preparation, smoother shifts, and improved morale. With less stress, they focused more on service quality.
Conclusion
Saudia Airlines didn’t just fix a queue problem; with Qwaiting, they turned long lines into fast service and chaos into clarity. Now, passengers get served quicker, staff feel more confident, and every branch runs like a well-oiled machine.
If your airline, office, or business is still stuck in long lines and slow service, it’s time to take off like Saudia Airlines did. Stop guessing. Start managing smarter.
Ready to upgrade your customer flow? Book your free demo today and transform your airport experience with Qwaiting.
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