Flight buddy
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The document discusses a new service offered by British Airways that allows passengers to be seated next to like-minded individuals based on their preferences, enhancing the flight experience. This service is optional, data-driven, and aims to create customer loyalty while providing valuable insights. It highlights the importance of technology in improving customer satisfaction and differentiating the airline from competitors.
Flight buddy
- 2. Aline Bocquet Oliver WoodersonJean Grondin Antonio Palumbo
- 3. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 4. Almost half of Britain’s travel market is now booked online. www.skyscanner.net, Nov 2009 “ ” 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 5. Bored of travelling alone?Want to have a friendly flight? 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 6. ? 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 7. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 8. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 9. A revolutionary service, unique to BA: based on the answers to a few questions we endeavour to allocate your seats close to like-minded passengers; creating a more pleasant experience! Do you want to use flight buddy ? 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 10. Send 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 11. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 12. Airport – Receive a paper form with your ticket – Scan at a kiosk at the airport WHAT IF I HAVE NOT GOT ACCESS TO THE INTERNET? Travel agency – Complete with the agent’s computer – Receive a paper form withyour ticket 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 13. SEAT ALLOCATION Places are processed (by an Algorithm) 45 minutes before boarding. You receive your seat allocation at the boarding gate. No additional queue. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 14. •A value-added service. •More satisfied customers. •Differentiates the brand. •Creates competitive advantage over other airlines. •Potential to increase brand allegiance. •Valuable source of customer data + insight. •Incremental development cycle. •Completely optional. •Improves flight experience. •Facilitates conversations between like-minded individuals. •Opportunity to meet new, interesting people. •Ability to divulge as much or little info as desired. VALUE COMMERCIAL CUSTOMER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 15. CHEAP READILY AVAILABLE TECHNOLOGIES 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 16. This is an OPTIONAL service. Data will be SECURELY kept in a web database until the algorithm processes seat allocations. You will have the possibility to open a SECURE ACCOUNT. SECURITY AND TRUST 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 17. OTHER APPLICATIONS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 18. Integrated Smart-Phone Apps Virtual Tickets NFC (Near Field Communications) FUTURE APPLICATIONS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
- 19. THANK YOU FOR YOUR ATTENTION!