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Delta’s flight attendants get personal

Delta’s 22,000+ flight attendants have received an enhancement to their handheld Lumia 1520 phablet that allows them to better engage with customers in flight.
The airline claims that through its new Guest Service Tool, flight attendants will be able to recognise high-value customers and better serve those on board who may need extra assistance or attention.As the tool evolves, it is hoped that passengers will be able to receive further information including the status of down-line flights and connecting gate information.“Our flight attendants, as with all Delta employees, are committed to making the flying experience better for our customers while endeavouring to bring more humanity to the skies,” said Allison Ausband, Delta’s senior vice president of in-flight service. “Having technology at their fingertips to identify and greet customers by name, highlight a customers’ (SkyMiles) Medallion status, address disruptions in their travel in real-time as well as a host of other opportunities means the world’s finest flight attendants can provide an even more exceptional customer experience.“We’ll continue to enhance the device and Guest Service Tool to take advantage of customer-provided data to further personalise the on board experience,” said Ausband. “Eventually, flight attendants will be able to deliver food and beverage options that meet customer preferences and better identify those customers who may have had a previous disruption in their travel, all in an effort to deepen engagement with those who fly with us.”

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