Oman Air launches mystery shopper program 'to become the best'

Oman Air announced the initiation of a secret shopper program agreement this week with BVA Mystery Shopping Services.

“Oman Air’s mission is ‘to become the best,’” Oman Air CEO Paul Gregorowitsch said. “Whilst we have built an international reputation -- and won numerous awards -- for the quality of our goods and services, we know there is still more we can do. And as Oman Air continues to expand its fleet and network, it is especially important that we not only maintain, but also improve, the standard of service we offer to our customers.”

Mystery shoppers from the company will be taking on the user experience and will report the quality of services that are provided by the airline on all classes of airline travel offered by the company, in addition to the services offered at airports and the ticket purchasing process.

“The mystery shoppers will have full access to all Oman Air’s customer-facing services,” Gregorowitsch said. “And because they will be posing as regular passengers, none of the staff they interact with across their passenger journeys will know who the mystery shoppers are.”

Following the collection of data from BVA staff, Oman Air will make strategic and structural improvements based on the findings.