Iberia´s pursers to use Ipad to improve customer service
Tuesday 17, July 2012
In early August all Iberia's pursers will be equipped with iPads storing details and up-to-date information about each passenger, which will help cabin attendants to serve them better.
The iPad will contain the entire passenger manifest and show the seat assigned to each customer. It will identify members of the Iberia Plus loyalty programme and the membership level (Platinum, Gold, Silver, Classic and Kids), and also all special needs passengers, unaccompanied minors, those requiring special meals, etc. It will also inform the pursers of each passenger's recent flights with Iberia, including any incidents. It will provide real-time graphic information about the status of embarkation. All this will enable pursers to anticipate passengers' needs and to offer a more personalised and higher quality service.
Iberia will be a pioneer in the use of this application, which will gradually incorporate additional data, such as descriptions and pictures of the meals available on the flight, and information of interest to tourists, covering hotels, restaurants, consulates, embassies, etc. Pursers can use their iPads to change seat assignment, and the device will also store duty manuals for crew members, formerly available only on paper.
When Wi-Fi networks are installed on board, pursers will be able to interact directly with passengers during flights: passengers will be able to manage their Iberia Plus accounts and perform other Iberia-related tasks in real time.
The use of the iPad is expected to have a positive impact on passengers' perceptions of their travel experience, particularly when they are members of Iberia Plus.
The introduction of the iPad for pursers is one of several initiatives by Iberia to improve customer service, punctuality, and operational efficiency under its Ágora programme. The devices have been used by Iberia's customer service staff in airports for more than a year. Tablet PCs are also used in the daily servicing of the nearly 1,000 ground handling vehicles used by Iberia at its hub in Madrid-Barajas airport.
Other innovations recently introduced under the Ágora programme are the humanoid holograms providing information near the check-in counters, and the multimedia Quick Service Points which customers can use at airports to report lost luggage or to obtain new boarding cards when they have missed a connecting flight.
Another pioneering initiative by Iberia was the launch of a web application for cell phones that allows customer to reserve and purchase air tickets from their cell phones.
In another area, the company is now using laser welding technology to repair aircraft engine turbine blades. And it was one of the first airlines to use electronic air waybills (e-AWBs) for cargo shipments.
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