British Airways Uses iPad to Revolutionize Customer Service

Friday, August 19, 2011
By OP Editor

Another airline adopts Apple iPad tablet to bring a more personalized onboard service.

British Airways Airplane

British Airways on how iPad provides timely updates to serve customers better:

The iPad lets crew quickly identify where each customer is seated, who they are travelling with, their Executive Club status and any special meal requests. It gives cabin crew a whole library of information at their fingertips including timetables, safety manuals and customer service updates. It also means any issues can be logged with ground-based colleagues around the network prior to departure so solutions can be delivered while the flight is airborne.

When all the passengers have boarded and just before the doors are shut, cabin crew are currently handed 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 they will have a complete list of passengers on board.

ObamaPacman: Neat system. British Airways is probably using a custom enterprise app.

The iPad system is currently in trial with 100 cabin crew. Result?

“We’re receiving great feedback from cabin crew and customers already.” – Bill Francis, British Airways’ head of inflight customer experience

British Airways is aiming to roll out their new iPad customer service enhancement platform to all senior crew members in the coming months. Maybe it should consider the Apple iPad as electronic flight bag too?

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Tags: Apple, Enterprise, iPad

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