Improving customer services is a key business driver for the world’s leading airlines. Enabling cabin crews to engage with passengers to provide personalised shareable travel experiences and collect rich passenger profile data are key requirements in enhancing the customer experience.
The Flightman product extends the existing trend in providing a personalised travel experience by connecting the cabin crew not only to Cabin Operations Systems but to CRM and reservations systems and providing them with enriched access to customer preferences and profiles, alerts to prompt passenger interaction based on this data, and tools to further enrich the customer profile with new data.
Flightman’s Passenger Relationship Management (PRM) allows cabin crew to access all pre-flight information and submit post-flight reports directly from the aircraft to the airline’s Cabin Services department.
On logging into the application the Cabin Crew receives their scheduled flights and the associated passenger information, including passenger pre-ordered meals, connection details, loyalty program information, and passenger preferences. Crew can view the Passenger Information Sheet and selectively highlight passengers based on:
• VIP / CIP Status
• Connecting Flight Details
• Remarks, etc.
During the flight, the application allows the crew to record any complaints raised by the passenger together with any preferences expressed. Where the passenger is connecting to a flight at the destination, any complaints raised will be forwarded to the crew of the next flight thereby providing the opportunity for the prompt engaging of service recovery procedures.