CorpComms Magazine

Up to 2,000 senior British Airways cabin crew staff are being issued with iPads to revolutionise onboard customer service following a successful three month trial.

The iPads are pre-loaded with specially designed software and apps which allow the crew to access data about passengers, such as preferences and previous travel arrangements and, as a result, offer a more personalised service.

The iPad replaces the need for the endless papers which have traditionally been given to cabin crew prior to take-off, listing the details for as many as 337 passengers. The iPads simply need to be refreshed prior to departure and the 3G technology provides the crew with the latest passenger and preference lists.

Bill Francis, head of in-flight customer experience at British Airways, said: 'The benefit of the iPads has been felt right from the beginning, with fantastic feedback from both customers and cabin crew alike.'

The information can range from meal requests to travel plans, and the crew can see where each customer is sitting and who they are travelling with. The iPads also provide safety manuals and customer service updates. Destination guides are currently being added to the tablet devices.

Frank van der Post, brands and customer experience manager at British Airways, said: 'The possibilities for future development of the iPad are endless, and this is only the beginning. Once the roll-out has been completed, our crew worldwide will be able to offer a premium and more thoughtful onboard service to customers in every cabin.'

The iPads were first trialled over three months among 100 senior crew members, but now they are being issued to 2,000 cabin crew staff.

share me: del.icio.us | digg | reddit | Tweet