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Iberia equips customer service agents with iPads
DATE Apple’s versatile iPad is currently being used by airlines as inflight entertainment device, self-service kiosk, customer survey tool, or as a food ordering tool. Now Spanish airline Iberia has...
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San Francisco International Airport installs water bottle refill stations...
DATE Since security rules were tightened several years ago, passengers are not allowed to take more than a tiny drop of water (3 fl oz / 90ml in the U.S. and 100 ml in Europe) through security. This...
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Delta lets passengers track their checked luggage in real-time
DATE Online tracking and tracing of packages shipped via parcel delivery companies such as FedEx and DHL has been possible for years, and has even spread to services like pizza delivery. For example,...
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Airports experiment with the latest virtual technologies to improve customer...
DATE Airports around Europe have recently introduced new virtual technologies such as augmented reality, video-conferencing and holograms, which besides their novelty factor, aim to improve customer...
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BA and KLM first airlines to equip cabin crew with iPads
DATE We recently published an overview of how airlines and airports around the world have made Apple’s popular iPad device available to passengers in their lounges, rent them out in the air, or use...
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ANA to provide cabin crew with iPads as a training manual
DATE Following earlier initiatives by Alaska Airlines and United who are supplying all their pilots with company iPads, ANA will become the first airline in the world to provide all its cabin...
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European airports roll out the red carpet for Chinese travellers
DATE Rising disposable income in emerging economies such as the BRICs and the N-11s has allowed the rapidly growing middle classes in these countries to start travelling by air. According to IATA...
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Airlines in Brazil open ‘mini stores’ at subway stations to engage emerging...
DATE Brazil, the largest South American country, has recently enjoyed a tremendous growth of its middle class, resulting in increased demand for aviation. In fact, the Brazilian middle class grew from...
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Iberia provides ground staff and cabin crew with iPads to improve customer...
By Raymond Kollau, airlinetrends.com DATE Following recent initiatives by British Airways, KLM, and SWISS, Spanish flag carrier Iberia has just announced it will equip its 600 pursors with iPads in...
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Tokyo Narita Airport improves customer service with iPads and language badges
By Raymond Kollau, airlinetrends.com DATE In order to improve the passenger experience at the airport, Tokyo Narita International Airport recently rolled out a number of customer service initiatives...
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Aeroflot lets passengers book a taxi while up in the air
By Raymond Kollau, airlinetrends.com DATE We have reported earlier how Latvian-based airBaltic in 2010 established its own taxi company – BalticTAXI – in order to provide passengers with a hassle-free...
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Online services help airline passengers get a refund
By Arpad Szakal DATE The Internet has been the major force behind the emergence of the so-called ‘Amateur-Expert Traveller’: knowledgeable travellers, who – empowered by the likes of TripAdvisor,...
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Virgin America goes social and personal with new IFE system
By Raymond Kollau, airlinetrends.com DATE Virgin America, probably the most tech-savvy airline in the industry, plans to revolutionise its approach to customer service. Next year the airline will...
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Philippine Air lets customers without a credit card book online and pay at a...
By Raymond Kollau, airlinetrends.com DATE We have reported earlier how airlines in emerging economies have been introducing innovative services aimed at the rapidly growing middle class in the BRIC...
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Emirates provides 1,000 pursers with HP tablets as part of ‘knowledge-driven’...
By Raymond Kollau, airlinetrends.com DATE Already launched back in 2004, Emirates ‘Knowledge-driven Inflight Service’ (KIS) allows the airline’s cabin crew to see which previous trips a passenger has...
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Air Canada’s new LCC – rouge – teams with Disney for customer service training
For more on the latest trends in airline hospitality, see our recent presentation at the 2013 Hamburg AIX Passenger Experience Conference. By Raymond Kollau, airlinetrends.com DATE The idea behind Air...
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Buy your airline ticket in style: Qatar Airways opens ticket office in Harrods
By Raymond Kollau, airlinetrends.com DATE We have reported before airlines in Brazil have been developing innovative strategies as they compete to win over the new Brazilian middle class, many of whom...
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Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones
By Raymond Kollau, airlinetrends.com DATE Equipping airline cabin crew with tablets and smartphones is the latest step in continued efforts by airlines to increase their onboard retail revenues. Since...
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Babies (and parents) love flying thanks to these ‘sky nannies’
By Debbie Pappyn, Classe Touriste DATE In 2003, Bahrain-based Gulf Air was one of the first airlines to introduce a special service for traveling families with kids: the Sky Nanny program. Gulf Air’s...
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Qantas trials location-based ‘social listening’ in its airport lounges
By Raymond Kollau, airlinetrends.com DATE Airlines such as KLM and Delta are among the carriers that are the most advanced in monitoring social media such as Twitter and Facebook for passenger...
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