in Aerospace

BA invests in phones for all cabin crew

Posted 22 August 2019 · Add Comment

As part of British Airways’ £6.5 billion investment for customers, the airline has announced that all of its 15,000 cabin crew will be issued with iPhone XRs to help them offer a more personalised service to the more than 45 million customers that travel with the airline every year.

 
Courtesy British Airways

The investment for all cabin crew members follows a successful trial of iPads for senior cabin crew on board every flight.

The new phones will be loaded with a selection of apps to help crew offer customers instant additional assistance during their journey. Cabin crew will be able to:
•    Provide flight and airport information
•    Confirm requests for airport assistance
•    Confirm details of new bookings when onward flights are delayed or cancelled
•    Book special meals
•    Amend personal preferences

They will also have access to each customer’s preferences at their fingertips, enabling them to personalise every interaction. The investment is part of British Airways’ continued commitment to providing full customer service at every stage of the journey.

Bradley Smith, 27, one of the first cabin crew to receive a brand-new iPhone XRs says the phones are enabling a step-change in customer service: “Recently, when a customer realised that he had forgotten to order a special meal, he was really impressed when I quickly took out the phone, logged onto ba.com and ordered a meal for his return journey - all within a matter of minutes in the middle of the flight.

“It felt so rewarding to be able to immediately resolve the situation for the customer. All my crew reference guides are also loaded onto the phone, so everything I need is in my pocket throughout each flight; it really has made a huge difference already.”

Karen Slinger, British Airways’ Head of Inflight Customer Experience, said: “Our customers spend up to 14 hours with our cabin crew on a single flight and we know from the recent success at the Skytrax Awards that the care provided by our people has a huge impact on the overall customer experience and is what sets us apart from other airlines. This investment is about further empowering our crew and providing them with everything they need to deliver the very best service to our customers while in the air.”

The rollout of these devices is the latest initiative to enhance customer service at British Airways. Earlier this year, the airline launched Help Me; a brand-new section of ba.com to help customers make changes to their bookings and find out more about their consumer rights if their journey doesn’t go to plan. The airline also announced a multi-million-pound investment in training for its staff based at Heathrow, with every agent now trained to help customers with a range of different queries and personally reach out to them at the airport using iPads loaded with a host of specialist apps.

British Airways is investing £6.5 billion to improve its customer experience over the next five years, including the installation of high-speed, industry-leading WiFi across the fleet, which will help cabin crew access the latest information for customers on their devices whilst in flight. The airline will also take delivery of 73 new aircraft, including 18 A350s, with four of the new aircraft joining the fleet before the end of the year.

 

* required field

Post a comment

Other Stories
Advertisement
Latest News

IGC introduces FlexGround

Intelsat General Communications (IGC), a wholly owned subsidiary of Intelsat S.A. is changing this with today’s announcement of FlexGround, a new service that provides military troops around the world with fast, resilient and secure

BAE Systems to integrate APS into Dutch CV90s

BAE Systems announced today that it has been selected to integrate Elbit Systems’ Iron Fist Active Protection System into the Dutch Army’s fleet of CV90s following successful integration testing.

QinetiQ and Cyient sign MoU on avionics for unmanned target systems in India

QinetiQ Target Systems (QTS) has signed a Memorandum of Understanding (MoU) with Hyderabad headquartered engineering and technology solutions company Cyient, to offer avionics products for QTS' unmanned target systems.

Frost & Sullivan names top innovators in commercial aircraft MRO

Frost & Sullivan has revealed that the maintenance, repair and overhaul (MRO) market experienced substantial growth in line with global fleet expansion and identified 17 industry leaders excelling at innovation.

Gatwick resumes Learn Live broadcasts

Gatwick’s popular Learn Live broadcasts start again this week – with a live Q&A with the airport’s biodiversity experts – and every local school is invited to ‘tune in’ to the online broadcasts, which are designed to encourage local

Smiths Detection opens Technology Studio

Smiths Detection Inc. (SDI) has created a new Technology Studio at its Americas headquarters, located in Edgewood, Maryland.

See us at
SMI GMS BT1906071119FIL20BT010819260720SMI ActiveP BT1206121119DSEI JP BT1605201119SMI FAV BT1006141119ADSS1000DBT1706171019VIDSE BT1605060320