Posted on: 16 August 2011 by Mark Howells
British Airways (BA) is aiming to offer a better customer service in-flight by providing cabin crew with iPads.
The iPads will enable BA’s cabin crew to have prior awareness of customer preferences and a greater understanding of each customer’s previous travel arrangements. The iPad provides the cabin crew with a library of information at their fingertips including timetables, safety manuals and customer service updates, as well as allowing the crew to identify where each customer is seated, who they are travelling with, their Executive Club status and any special meal requests. Any issues can also be logged with ground-based colleagues around the network prior to departure so solutions can be delivered while the flight is airborne.
Prior to the iPads, cabin crew relied on a long scroll of paper, listing up to 337 customers. With the new iPads cabin crew will simply refresh their screen when the doors have closed through wireless 3G networks and be able to access a complete list of passengers on board.
“The iPad is already allowing us to offer a more personalised onboard service, but the possibilities for future development are endless,” stated head of inflight customer experience for British Airways, Bill Francis. “We’re receiving great feedback from cabin crew and customers already. It allows the crew to offer the thoughtful service they want to deliver and customers are treated as valued guests.”
The iPad is currently being trialled with 100 cabin crew with the aim to roll it out to all senior crew members across the airline in the coming months.