AIRLINE STAFF / CREW

SriLankan captures real-time passenger feedback data throughout the journey

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By Raymond Kollau, airlinetrends.com

As part of a trend that sees airlines and airports welcome real-time feedback from passengers via digital channels other than social media, Sri Lanka’s national carrier, SriLankan Airlines has launched a comprehensive customer satisfaction platform which captures feedback from passengers throughout the journey, from booking to overall satisfaction measures after the return home.

The airline has set up various ways for customers to share their impressions of service quality at its Colombo Ticket Office service counters, on its website, at the check-in counters at Colombo Airport, inside its lounge at the airport – as well as on-board through a dedicated application on iPads issued to cabin service managers.

There is also a survey app incorporated into the airline’s IFE system, plus a feedback module incorporated in SriLankan’s mobile app. Once the journey has ended, customers also receive an email request to evaluate their journey. All surveys are available in five languages: English, Sinhala, Tamil, Chinese and Japanese.

The passenger feedback which was initially gathered through a paper-based system has evolved gradually and the airline has now developed a full-fledged system where they could amass the treasured thoughts of passengers via digital media. Feedback data combines a full set of passenger profiles such as name, gender, ethnicity, travel preferences and their service aspirations with flight information into a data warehouse which further enables SriLankan to create a rich set of analytics, identify trends and strengthen customer relationships.

“Today we are serving an informed, tech savvy, demanding customer. We understand the service expectation can be delivered by working smart. We recognise that technology can bring the speed and sophistication to serve today’s customer,” says Mr Chanaka Olagama, Head of Cabin Services, SriLankan Airlines.

Real-time alerts
To ensure prompt responsiveness to service interruptions and critical issues which affect passenger satisfaction, real time alerts for immediate service recovery or negative feedback from passengers are sent to the supervisor of each customer touch point via text messages.

Additionally, live dashboards display the overall mood of customers through color-coded cards which reflect passenger satisfaction ratings, based on feedback received. Read full article »

10 interesting airline passenger experience innovations launched in 2015

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At airlinetrends.com we continuously monitor the global aviation industry for product and service innovations launched by airlines in response to cultural, technological, and economic changes that influence airline customers’ needs and expectations.

The top product and service innovations we have selected to be among the most innovative concepts that have been launched this year reflect how airlines are becoming more creative in the design of new products and services as more airlines are embrading hospitality, design and technology as ways to differentiate the passenger experience.

Many of the examples on our list contain a major digital component, as the rapid adoption of smartphones and tablets, the option to be connected anywhere and anytime, and the self-service mindset of connected travellers, has created a huge momentum for airlines to come up with innovative products and services.

THE AIRLINETRENDS.COM TOP 10 INNOVATIONS FOR 2015

1. Netflix and Amazon inflight streaming deals are further proof of an IFEC revolution

By enabling passengers to stream content from Netflix and Amazon Prime onboard respectively Virgin America and JetBlue, satellite company ViaSat is also putting pressure on the current IFE content supply chain. ViaSat’s Don Buchman explained: “There was evolution happening and now it’s revolution. It’s similar to how the iPhone changed the mobile market. Amazon and Netflix are not traditional IFE players, but things are changing.” Read article »

2. Ryanair wants to become the ‘Amazon of travel’

Ryanair said it wants to become the ‘Amazon for travel’, with its new website to leverage personal data to offer customers hotel bookings and TripAdvisor-style reviews. Says Ryanair CEO Michael O’Leary, “We now have an opportunity with the new website to build Ryanair.com not just as the airline’s website but as a kind of Amazon for travel in Europe.” Read article »

3. KLM’s Happy Flow shows the future of the airport passenger process

KLM’s ‘Happy Flow’ aims to revolutionize the airport process and uses facial recognition technology as the basis of a single passenger token, removing the need for passengers to present their passport and boarding pass at multiple stages of the airport journey. Read article »

4. Finnair’s new A350 features a host of innovative passenger experience elements

Finnair has been the first European airline to take delivery of the A350 and has come up with a series of innovative features, such as a ‘Space Alive’ mood lighting concept, a ladies-only lavatory and free wifi in Business, duty free pre-ordering via the inflight portal and an IFE-based visual ‘flight stages’ timeline. Read article »

5. Brazilian ‘value carrier’ Azul goes long-haul with full-flat Business beds, SkySofas, walk-up bar and IFE-based ordering

Brazil’s Azul, which can be regarded as the Brazilian equivalent of JetBlue, recently launched its new A330 cabin, which includes a fully fledged Business Class cabin, Sky Sofas in Economy, a walk-up bar, and the option to order F&B via the in-seat IFE system. Read article »

6. TUI lets passengers order F&B and duty free inflight via their own devices

Netherlands-based leisure carrier Arke (part of the TUI Group) has launched a trial in which passengers can use their own devices to order beverages, snacks and duty free items. Cabin crew receive the orders made by passengers on their tablet devices. Read article »

7. Transavia lets passengers download IFE content to their own devices pre-flight

Transavia allows passengers to download movies and TV programmes to their own electronic devices before their flight. As soon as the passenger boards the aircraft, the pre-downloaded content is activated and it is then automatically deleted at the end of the journey. Read article »

8. Pre-ordering of food and beverages is getting more popular with airlines and airports

In today’s always-on, on-demand economy the notion of pre-ordering food and beverages has evolved from a rather dull thing to do towards a smart move that is about convenience and getting the things you way you want. Examples from forward-looking airlines and airport F&B outlets. Read article »

9. China Eastern trials ‘intelligent personal assistant’ for in-flight service

China Eastern has launched an airline-specific version of Microsoft’s ‘XiaoIce’ – an intelligent personal assistant – which on Wi-Fi equipped aircraft allows passengers to socialize with other passengers, contact the crew (who are equipped with tablets) and send post-arrival pick-up reminders to people on the ground. Read article »

10. Air New Zealand lounge guests can order their favourite coffee via their smartphone

Taking a cue from Starbuck’s , Air New Zealand now lets flyers order barista-made coffee via its smartphone app the minute they walk into one of the airline’s Koru Clubs around New Zealand. Read article »

Air New Zealand to track unaccompanied minors via digital bracelet and mobile app

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By Raymond Kollau, airlinetrends.com

The ubiquity of personal devices, the availability to be connected anywhere, and the self-service mindset of travellers, has created a momentum that sees many of today’s passenger experience innovations taking place in the digital realm.

For example, Air New Zealand – already noted for its adoption of digital technologies – recently announced it has created the new role of ‘Chief Digital Officer’, as part of a rethink of how the airline approached digital innovation.

The New Zealand Herald also reports that Air New Zealand has just unveiled a host of digital novelties aimed at removing customer pain points, and is working on the development and introduction of permanent digital bag tags, biometric scanners for luggage dropoff, electronic departure cards, and a tracking system for kids flying alone using digital wristbands.

Some of these digital services will be introduced at the end of the year, while others are being looked at as a possibility for the future.

Tracking unaccompanied minors
One eye-catching innovation are the digital wristbands for unaccompanied minors (kids who are flying without their parents). Taking a cue from Disney’s ‘Magic Band’, Air New Zealand is planning to introduce an electronic tracking system for the 28,000 unaccompanied minors it carries per year. The high-tech bracelets replace a paper system and aim to provide parents with more peace of mind, as they will be able to receive real-time information on where their child is during the journey.

How it works: According to the NZ Herald, unaccompanied minors will be offered a silicon wrist band in the colour of their choice which contains a chip that connects to a mobile application.

The app will allow Air New Zealand employees to easily identify the child and send intermittent text messages to parents and family of the child, notifying them where their child is in the flight process and how they are doing. Read full article »

China Eastern trials ‘intelligent personal assistant’ for in-flight service

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By Kai-Chin Shih, >talkairlines

As airlines around the world are currently in the process of developing an digital inflight infrastructure (e.g, Internet connectivity, aircraft intranet, inflight portal) and the latest generation of in-seat IFE systems has adopted the Android platform, the next phase for airlines is to develop innovative applications that differentiaite to the passenger experience.

For example, on the IFE system of its new B787 Dreamliners, Air New Zealand and Panasonic have created a ‘digital crew call button’ app that lets passengers message the crew, as well as a dedicated digital button to order a glass of water and have it brought to their seat.

Similar functionality has now also been rolled out by China Eastern – China’s second largest carrier by passenger numbers. The airline is not using the seat back IFE system, though, but has partnered with Microsoft to develop an airline-specific version of Microsoft’s ‘XiaoIce’ (東航小冰) intelligent personal assistant.

Intelligent Personal Assistants
‘XiaoIce’ – which translated a ‘Little Ice’ – is an intelligent personal assistant (IPA) launched by Microsoft in 2014. IPAs are software programs that can complete tasks assigned by the user or provide answers to users’ questions.

Currently, the most widely known IPA is Apple’s Siri, which uses voice recognition to send messages, make calls and obtain answers to simple questions, such as those related to the weather and historical facts, on behalf of users.

Microsoft also has developed its own IPAs, respectively called Cortana and XiaoIce. While Cortana provides functions similar to that of Siri and can only be accessed through Windows-based devices, XiaoIce has been developed to be used on social media sites such as Sina Weibo, can be used virtually anywhere. XiaoIce learns from not only past conversations with the user but also those from all around China. With these resources, it can engage in very life-like conversations and has a bit of a funny character of its own. Read full article »

Turkish Airlines asks passengers for instant feedback at check-in counter

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By Raymond Kollau, airlinetrends.com

Social media has provide passengers a powerful platform to voice their opinion on their travel experience. In a response, the airline industry is among the most pro-active sectors that monitor the online conversation.

Furthermore, instead of just waiting for passengers to share their experiences (both good and bad) online, several airlines have also started to encourage passengers to provide their feedback about the service they encounter in real-time.

KLM, Singapore Changi
For example, KLM has launched a mobile app that allows the airline’s passengers to give real-time feedback on how they perceived their experience at the airport. After downloading the KLM Feedback app, passengers first choose the airport they are currently at and then choose the area (check-in, lounge, boarding, arrival) and sub-area they want to rate. The rating consists of simply tapping a ‘thumps up’ or ‘thumbs down’ button, but passengers can also specify their rating with a comment.

Singapore’s Changi Airport has installed an instant feedback system at selected check-in desks, immigration counters, retail stores, dining outlets and washrooms. Passengers can rate frontline service staff or the level of cleanliness on a five-point scale using interactive touchscreens. They can also indicate what they like or dislike.

Turkish Airlines
Another recent example comes from Turkish Airlines, which last month implemented a customer satisfaction measurement system at its İstanbul hub in order to measure passenger perception of the check-in process at staffed desks in real-time.

The airline has placed survey devices – red and black-cased models to distinguish respectively Economy and Business Class service areas– on its check-in counters.

How it works
When the airport agent starts the check-in process, the survey device is activated and greets passengers by their surname. The welcome screen also shows the name of the serving agent and asks passengers to rate the service. Passengers can start the survey themselves by touching the sceen or alternatively a rating screen appears automatically when the check-in process is finished. Read full article »

KLM lets friends and family surprise their loved ones with a ‘seat cover’ greeting

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By Raymond Kollau, airlinetrends.com

KLM is on a roll when it comes to surprising passengers with unexpected touches. In the past months, the airline has set up a dedicated ‘Lost & Found’ team at Amsterdam Schiphol Airport that aims to reunite lost items as soon as possible with their legitimate owner. The team uses all available information like seat number, phone numbers and public social media details to reunite passengers with their belongings a.s.a.p.

And last month KLM took its social media-based customer service to another level with a bold campaign called #HappyToHelp. During five days, a dedicated team scanned social media for any passenger facing travel woes throughout the world, and responded with real-time answers and support.

Cover Greetings
Showing the sheer diversity of stories of passengers travelling on the same aircraft on a given day, KLM’s latest effort is called ‘Cover Greetings’ and involved placing a personal message from loved ones staying at home to their boyfriend, girlfriend or relative on the headrest of their KLM aircraft seat.

The airline spotted people saying goodbye to their families at the departure gate, then whisked their relatives away to a place where they could decorate a seat cover with their own message. KLM together with AmsterdamSchipholAirport worked together to ensure that the personal message was placed on the right seat in the aircraft.

This made for an unexpected and touching moment for the passengers who boarded the plane as they saw a headrest cover made especially for them.

The moving video showing the cover greetings and passenger’s responses can be watched online and is also currently played on a large, centrally located, screen at Amsterdam Schiphol Airport.

Although the stunt took place on a single day, involving passengers from three different flights, the airline says it might develop ‘Cover Greetings’ into a permanent service.

Chinese low-cost carrier Spring Airlines first to equip cabin crew with Google Glass

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By Raymond Kollau, airlinetrends.com

This year, wearable tech devices are joining the digital mainstream, and airlines are jumping on the wearable tech bandwagon in order to test new applications as well as position themselves as forward-looking.

Earlier this year, Virgin Atlantic’s six-week trial – featuring Google Glass and Sony SmartWatch 2 devices – in its Heathrow lounge creating a huge wave of publicity for the airline, while airlines such as Vueling, Iberia and airberlin have recently launched boarding passes for smart watches.

Spring Airlines
Meanwhile in China, WCARN reports that the country’s first low-cost carrier Spring Airlines has equipped flight attendants with Google Glasses on a flight from Shanghai’s Hongqiao Airport to Chengdu, becoming the world’s first airline to deploy the device inside the cabin. Spring Airlines says it is embracing wearable devices to stay at the forefront of passenger service innovation.

Details of the specific functionality provided via the Google Glasss devices are scarce, other than Spring Airlines saying that by wearing Google Glasses, Spring Airlines’ flight attendants can get passenger information more intuitively and for example, the name and seat number of passengers shown on the device little screen (image here), allows flight attendants to serve passengers who want to to buy food more accurately and timely. Read full article »

Delta upgrades cabin crew from Nokia smartphones to connected ‘phablets’

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By Raymond Kollau, airlinetrends.com

In the fall of 2013, Delta Air Lines started providing Nokia Lumia 820 smartphones to all of its 19,000 flight attendants. The Windows-based devices feature an app that is based on the Microsoft Dynamics point-of-sale system and also handles passenger manifests, frequent-flyer information, connecting-gate updates, and flight-attendant scheduling updates.

From smartphones to phablets
Now Delta has just announced it will be replacing the smartphones with larger Nokia Lumia 1520 ‘phablets’ and this fall will equip more than 20,000 flight attendants with the 6-inch screen devices. Dictribution will start in October with all flight attendants receiving the device by the end of the year.

In addition to its functionality as an in-flight sales device and replacement for the on-board manual, the Nokia Lumia 1520 phablet, running Windows Phone 8.1, will, as it develops, enable flight attendants to take customer meal orders, receive detailed information about their flight and provide information for personalized service, including customers’ frequent flyer status and potential need for special services during flight.

Personalization platform
Delta flight attendants were initially given Nokia Lumia 820 smartphones to do things like process on-board purchases more efficiently, according to Delta’s SVP In-Flight Services, Joanne Smith. “It’s just a start. […] “The emerging high-value customer expects us to know about them. Millennials want us to know where they like to travel, what their experience has been. Our flight attendants spend more time with our customers than any other group. They can supply that.”

According to Delta, the new devices are meant to serve as a platform for future, more personalized in-flight customer service. Says Delta CIO Theresa Wise: “The phablet is a great foundation for future software applications that, in time, will allow our flight attendants to readily access customer preferences, previous travel experiences with Delta and worldwide connectivity to the company, enabling them to provide the more tailored experience many customers have come to expect.”
Read full article »

Quirky fashion brand Moods of Norway designs uniforms for Norwegian

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By Raymond Kollau, airlinetrends.com

Airlines have long used items such as onboard catering and crew uniforms to add a local touch to the passenger experience, be it often in a fairly traditional way. In recent years, however, several airlines in Europe have teamed up with local designers and brands to reinterpret elements of their inflight service in a more contemporary way.

A well-documented example is KLM’s ‘Internationally Dutch’ brand positioning, which has seen the airline collaborating with well-known Dutch designers such as Victor&Rolf, Marcel Wanders and Hella Jongerius for respectively amenity kits, tableware, seat design and fabrics. According to KLM, customers have indicated that they appreciate KLM’s typically Dutch character, so it decided to embrace Dutch Design.

Finnair, meanwhile, has raised its national profile through a collaboration with Finnish design house Marimekko for the design of textiles and tableware that is based on Marimekko’s iconic patterns. Commenting on the partnership, the airline said that “Our goal is to become a design airline and Finnair aircraft will become roving ambassadors of timeless Finnish design and creativity, giving our customers a special experience when they fly with us.”

Another forward-looking collaboration comes from Europe’s third-largest LCC, Norwegian, which has teamed with local hipster brand ‘Moods of Norway’ for the design of the uniforms for its crew on the airline’s long-haul low-cost flights.

Moods of Norway
In May 2013, Norwegian started its long-haul operations between Oslo, Stockholm and New York, Bangkok and Fort Lauderdale. As a part of the new service the carrier dressed the crew working on the long-haul routes with brand new uniforms designed by Moods of Norway.

Known for its quirky sense of humour, the Norwegian clothing brand bills itself “a happy brand” and has expanded internationally to Japan, Iceland and the USA.
Read full article »

Virgin Atlantic launches Google Glass and Sony Smartwatch ‘wearable tech’ trial

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By Raymond Kollau, airlinetrends.com

Rapid developments in consumer technnology are a driving force behind many of today’s airline product and service innovations. For example, besides equipping their inflight pursers with tablets, airlines such as British Airways, Qatar Airways and Qantas have equipped their lounge concierges with iPads in order to offer a more personalised service to passengers on the ground.

London Heathrow Clubhouse
Now Virgin Atlantic is upping the technology ante and has started a six-week trial, together with airline IT provider SITA, to learn how wearable technology could improve the passenger experience and speed up the check-in process. “2014 is shaping up to be the breakout year for wearable technology, and Virgin Atlantic is the first to bring its vision to reality,” commented Jim Peters, chief technology officer for SITA, on the initiative.

The trial will see Virgin Atlantic concierges at its London Heathrow Clubhouse lounge getting equipped with wearable tech devices in an effort to give employees more information about Business Class passengers arriving at the ‘Upper Class Wing’, the airline’s premium entrance at Heathrow Airport dedicated to Business Class passengers.

Virgin Atlantic staff are equipped with either Google Glass or a Sony SmartWatch 2, which is integrated to both a purpose-built dispatch app built by SITA, and the Virgin Atlantic passenger service system. The dispatch app manages all task allocation and concierge availability. It pushes individual passenger information directly to the assigned concierge’s smart glasses or watch just as the passenger arrives at the Upper Class Wing.

Hands-free
The technology will enable staff to identify a customer, see their flight details and preferences, and then immediately starts the check-in procedure of the passenger. During the escorted process, weather and local events at their destination, including translating any foreign language information, will be given to the passenger until they reach the lounge. The personalised service can also store preferences for future trips, and eventually could tell Virgin Atlantic staff their passengers’ food and drink preferences.

SITA and Virgin Atlantics will also deploy Sony Smartwatches so that supervisors can evaluate staff requirements and availability.
Read full article »

Airlines encourage passengers to provide service feedback via apps and cards

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This article earlier appeared in Onboard Hospitality Magazine.
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By Raymond Kollau, airlinetrends.com

Social media has provided passengers with a powerful platform to voice their opinion on the experience they have with airlines. In response, airlines have become one of the most active organizations that actively monitor the online conversation in order to pro-actively take actions to correct issues if needed.

However, instead of just waiting for passengers to share their experiences (both good and bad) online, several airlines have also started to encourage passengers to provide their feedback about the service they encounter in real-time.

KLM ‘Feedback App’
We have reported before on KLM’s mobile ‘Feedback’ app that allows the airline’s passengers to give real-time feedback on how they perceived the experience at a specific area (check-in, lounge, boarding, arrival) at one of 13 participating airports the airline’s network. The rating consists of simply tapping a ‘thumps up’ or ‘thumbs down’ button, but passengers can also specify their rating with a comment. Meanwhile, KLM team leads and station management at participating airports have been equipped with iPads that enables them to monitor the feedback in real-time, so they can react on passenger feedback immediately if needed and possible.

United ‘Outperform Recognition’
Following its merger with Continental, United Airlines launched a a service recognition program, called ‘Outperform Recognition’ in mid-2012, that invites United MileagePlus members to submit up to five nominations every four months through a variety of channels, including United’s mobile app, mobile website and Facebook page. Each period the airline selects 101 eligible employees randomly from the pool of eligible submissions, who receive a financial bonus of between USD 2,500 and 50,000. The first edition of the program (second half of 2012) received over 9,000 nominations.

The option to recognize excellent service through the mobile app [screenshot] is the most innovative part of the initiative as it provides passengers an easy way to express their satisfaction on the spot and in real-time – especially since United has equipped the majority of its domestic fleet with inflight.
Read full article »

Babies (and parents) love flying thanks to these ‘sky nannies’

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By Debbie Pappyn, Classe Touriste

In 2003, Bahrain-based Gulf Air was one of the first airlines to introduce a special service for traveling families with kids: the Sky Nanny program. Gulf Air’s Sky Nannies offer help with boarding and disembarkation, hand out goody bags and give parents a much needed break during a long flight when it is time to take a nap.

Every Gulf Air Sky Nanny is specially trained for inflight childcare services so parents can relax more during the flight. The nanny arranges drinks or convenient dining times (with on-board baby food) for the children and sets up the bassinet for the baby and check on them if the parents are sleeping. Sri Lankan Airways offers a similar ‘Child Care Stewardess’ service.

Etihad
Recently, Abu Dhabi-based Etihad Airways also introduced a ‘nanny in the sky’ concept (video here). The airline’s brand-new in-flight child assistance program, Flying Nannies, is designed for all travellers on long-haul flights and is available for every passenger, regardless of which class they are flying in. In the past year, Etihad Airways has trained 300 crewmembers to become experts in childcare. By the end of 2013, there will be 500 Flying Nannies trained in child psychology and sociology at the Norland College in England.

The Flying Nannies, who will be dressed in a bright orange apron, help young families to have more comfortable and relaxing flights. From single parents traveling alone with a baby to families with several kids that all need attention, the nanny will help families with children as well as unaccompanied minors. She (or he) will serve special kids’ meals, see to it that the parents can enjoy their meal more comfortably and will even hand out drinks like full milk bottles, fruits or snacks for after the flight.
Read full article »

Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones

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By Raymond Kollau, airlinetrends.com

Equipping airline cabin crew with tablets and smartphones is the latest step in continued efforts by airlines to increase their onboard retail revenues.

Since the end of 2012, American Airlines has been equipping its 17,000 flight attendants with Samsung Galaxy Note handheld devices, saying trials revealed that crew liked the fact that they could hold the device in one hand and easily slip it into a pocket – which is not always possible with a larger tablet. Besides being a means to provide crew with the latest passenger information, American uses the devices for onboard transactions such as the purchase of food and beverages inflight.

Meanwhile in the US, low-cost carrier Allegiant has provided its cabin crew with iPads that feature the FlyDesk app from its subsidiairy Allegiant Systems, while in Europe TUI (Arkefly) has deployed MI.Airline’s Connected Crew solution using 7-inch Samsung tablets.

Delta x Nokia Lumia
The latest airline to provide its crew with a next-generation point-of-sale (POS) device is Delta Air Lines. The airline at the end of August started the roll-out of Windows Phone 8-based Nokia Lumia 820 handheld devices to flight attendants (or inflight professionals as Delta likes to call them) around the world in an effort to streamline the process for purchasing items on board and to put key flight information at their fingertips.

Under the agreement, AT&T will equip more than 19,000 Delta flight attendants with Nokia Lumia devices powered by Microsoft Dynamics mobile point-of-sale platform on Windows Phone 8, with a Delta-specific customer experience developed by Accenture-subsidiary Avanade to operate over Wi-Fi and AT&T’s 4G LTE Network.

Flight attendants began testing the Nokia smartphones during flights in June 2013 and in-flight trials have shown that the new solution is already around 10 percent faster than Delta’s previous systems.

Says Michael Griffiths, Global Managing Director, Retail and Distribution, Microsoft Dynamics, “The company decided to make the move after running into significant challenges with the limitations of its legacy point of sale devices. Yes, they could capture transactions for food, headphones and duty-free items. But they were bulky. They had to stay on the plane. They were costly in terms of maintenance. Information had to be uploaded from them manually. They did not have high-speed wireless connectivity. There simply wasn’t a lot of additional value they could drive beyond basic, transactional interactions, and even those were suboptimal.”

Read full article »

Air Canada’s new LCC – rouge – teams with Disney for customer service training

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For more on the latest trends in airline hospitality, see our recent presentation at the 2013 Hamburg AIX Passenger Experience Conference.

By Raymond Kollau, airlinetrends.com

The idea behind Air Canada’s new low-cost subsidiary Rouge is to offer a lower-cost alternative for several international leisure destinations to which Air Canada’s current cost structure makes it prohibitive to fly. Air Canada is hoping with lower wages and benefits along with a higher-density configuration of its planes, Rouge’s unit costs will be lower than the main line’s by about 25 percent or more.

The airline will offer 13 leisure destinations in Europe and the Caribbean from Toronto and Montreal: Edinburgh, Venice, Athens; and a host of vacation choices in Cuba, Costa Rica, Dominican Republic and Jamaica. Destinations will be added in the coming months as the fleet grows, expected to reach 50 aircraft in the next three to five years.

Rouge will launch service with four planes on July 1st and will start its inaugural flights that day from Toronto to Kingston, Jamaica, and from Montreal to Athens in Europe.

Casual style
As Rouge will be more leisure-focused compared with Air Canada, this means a change in style and attitude for their service staff. The airline says it aims  to deliver a relaxed, casual onboard experience and just reveiled its new flight attendant uniforms, which are much more casual, with relatively-basic burgundy tops and grey pants, and  shoes from Canadian designer John Fluevog.

The outfits came together in just four months, by taking pieces that already exist on the market and having certain elements customized to suit the brand. “You can move quite quickly when you don’t invent anything new,” says Renee Smith-Valade VP customer experience of Rouge.

L’Oreal has created “the look” for Air Canada rouge flight attendants, using products from its brands Maybelline New York and Redken Fifth Avenue. The crew will be equipped with a starter kit of the product, and will be trained on on how to use them.

Service training
Rouge has also partnered with The Walt Disney Co – who has trained the likes of United Airlines and Alaska Airlines – to help with the training of its flight attendants to aid in the transformation. In addition to five weeks of safety and other training, Air Canada Rouge first 150 flight attendants will spend a week at the Disney Institute in Orlando to learn the ins and outs of its customer service model. They will also hone their skills and techniques at Disney World parks in Orlando.
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Korean Air’s personal grooming training now offers makeup lessons for men

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By Raymond Kollau, airlinetrends.com

While the metrosexual trend, featuring David Beckam as its icon, has been coined by Marian Salzman almost a decade ago and has been declared passé many times before, the South Koreans are having none of it. Being one of the most competitive and beauty-conscious countries in the world (plastic surgery is common practice), South Korea is also one of the most ‘attractive’ markets for male cosmetics, with make up for men being the latest craze.

According to Euromonitor, South Korea is the biggest market for male grooming products, accounting for 18 percent of the world’s male cosmetic market in 2011. Eyeliner and so-called BB cream (a foundation like tinted cream that is primer, protector, concealer and skin regulator all in one) are considered perfectly acceptable for male celebrities and for an increasing number of ordinary men.

Male grooming
CNN now reports that South Korea’s flag carrier, Korean Air, has also gotten onto the male cosmetics bandwagon. Last month, 74 new male recruits gathered at the Korean Air flight attendant training center in Seoul to learn all about skin care, makeup and grooming.

The so-called “image making for service men” made sure all the new staff were well versed in the application of sunscreen (to protect skin from premature aging), skin care (to ensure smooth, clean and blemish free faces) and the correct application of BB cream. In the past, Korean Air’s makeup classes have been available only for its female staff, and this marked the first time its male staff received such lessons.

The airline brought in makeup professionals for the occasion, which was geared towards the airline’s new ground staff. Flight attendants did not receive the makeup training. “We plan on continuing the image-enhancing education, including basic makeup training, in the future,” said Korean Air public relations representative Hyun-mook Cho.
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