Tag Archives: British Airways

Major Airlines Celebrated Some Big Birthdays in 2014

Image via World Airline News
KLM celebrates 95 years. Image via World Airline News

Aviation is aging beautifully! In addition to the 100th anniversary of the first commercial flight taking place this year, 2014 saw some big milestones for a number of airlines. Over and above big cakes with lots of candles, we looked at how some airlines marked their birthdays.

KLM Royal Dutch Airlines, touted as the oldest airline, celebrated 95 years in October with a new “KLM 95 Years” logo on one of its MD-11 aircraft, as well as laying the first stone for a new KLM lounge at Amsterdam Airport Schiphol.

To celebrate 85 years, LAN Airlines treated passengers to an in-flight fashion show. Cabin crew modeled retro hostess uniforms from the 1950s onwards.

Delta Air Lines opened the Delta Flight Museum in Georgia to mark their 85th Anniversary of Passenger Service.

Hawaiian Airlines marked their 85th anniversary by distributing Wrigley’s gum, honoring a long-time tradition of assisting passengers with ear pressure.  South African Airways turned 80 this year, acknowledging various milestones throughout their history and announcing the addition of 20 new aircraft to their fleet.

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Hawaiian Airlines celebrate 85 years with Wrigley’s gum

British Airways marked their 40th anniversary by releasing a list of top 40 trips to take before you’re 40, while Air Malta turned 40 with a ‘look back’ video. Virgin Atlantic’s 30th was celebrated by a new Boeing 787-9 Dreamliner called ‘Birthday Girl’.

The industry has grown experientially since that initial single-passenger flight 100 years ago, with airlines now flying over three billion passengers per year.  Celebrations continue into the new year with more airlines achieving milestone anniversaries. In 2015:

  • Qantas: 95 years
  • American Airlines: 85 years
  • Air India: 85 years
  • TAP Portugal: 70 years
  • Thai Airways: 55 years
  • Air Canada: 50 years
  • Ryanair: 30 years
  • Emirates: 30 years
  • EasyJet: 20 years
  • JetBlue: 15 years
  • Virgin Blue/Virgin Australia: 15 years

The Top 10 Social Airlines of 2014

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In 2013 it was reported that airlines were the most social industry on the internet and there was no slowing down in 2014. Many airlines are fully engaged in social media, promoting contests and specials, cracking jokes and providing useful flight information. Predominantly on Facebook and Twitter, airlines are getting personal with their passengers.  The idea of social media as essential customer service has really taken off this year with best response times to customer queries happening in, sometimes less than, minutes. We took a look at what it takes to be top of class in 2014.

Simpliflying released their Best in Social Media a few months ago and Skift has their picks in. To determine our favorites we looked at the frequency of posts, engagement with passengers (unscheduled activity) and a healthy variety of content. 24/7 coverage was noted and bonus points awarded for posts that made us LOL (visit hashtag #AirNZHobbitNose for a quick giggle.)

Continuously Royal Dutch Airlines KLM surfaced with innovative campaigns, an ability to listen and understand passenger’s needs combined with a willingness to take risks to surprise and delight travelers! Their #happytohelp campaign saw a broad range of customers issues solved in real time through quick responses, creative measures and available resources.

Honorable mention goes to JetBlue. Their friendly and timely engagement demonstrates the value they place on happy customers. Kudos awarded for going over and above to respond to comments that don’t require responses in an effort to get to know travelers.

In no particular order, below is our list of ten of the best for 2014. Quirky videos, great hashtags and awesome giveaways are all elements of a successful social media campaign but the quality that flows through the list below is the connection to the passenger. Engagement is the ingredient many brands are missing and it’s what sets the leaders apart. The standards are set high for 2015 as airlines continue to wow passengers and staff through innovative social campaigns.

KLM

Delta Air Lines

Air New Zealand

Southwest Airlines

American Airlines

JetBlue

British Airways

United 

Cebu Pacific Air

Virgin America

Show us your #OfficeInTheSky!

A photo posted by Virgin America (@virginamerica) on

Striking the Right Chords with Passengers

Southwest Airlines introduces Beats Music on WiFi-enabled aircra
Photo: Southwest Airlines

With the abundance of new on-screen in-flight entertainment technology emerging, sometimes good old fashioned music gets left looking second best. While watching a blockbuster Hollywood movie on a high-definition screen is certainly nothing short of an experience, sometimes sitting back, eyes closed, reclining (if you’re brave enough) and listening to melodic music is enough to make a flight very pleasant. Considering the increasing costs for entertainment extras on some economy flights, those traditional tunes might be sounding pretty good.

Experts are finding that music is more than just an aural pleasure. British Airways takes their catering seriously enough, but recently turned to science and sound to further refine their in-flight meals. Using the theory of “Sonic Seasoning,” they’ve curated a playlist intended to enhance the in-flight dining experience. This theory works on the ground as well. Playing specific tunes while eating may make food taste sweeter or saltier, negating the need for extra additives, thus improving health, according to Oxford Professor Charles Spence. Next time you’re traveling British Airways, be sure to tune into “Sound Bite” as you enjoy your meal.

Airlines are finding music is a good way to connect with passengers, even without a meal in front of them. Many offer complimentary radio programs and unique playlists. Southwest Airlines offers free Beats Music previews (you can tune in on three songs before log-in is required), which allows passengers to choose music genres based on mood. Learning the moods of passengers will no doubt inform future playlists for the airline, while access through Wi-Fi keeps the selection current.

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Music is a great travel companion. It can ease anxiety, help you sleep or simply drown out your neighbor. The APEX team each have unique musical tastes when they travel. Check out this post where they share some of their soundtracks. It is commonly believed that music is good for your health so listen up!

FTE: Cutting Edge Case Studies of
In-Flight Customer Experience Excellence

IMG_2337Mary Kirby, founder and editor-in-chief of Runway Girl Network, started the session off by focusing on how social media is mobilizing a passenger-first movement, or a “passenger union” of sorts, as she calls it. She explains that today more than ever, “passengers are mobile, social, and incredibly vocal… and they’re connected across every touch-point of their experience.

THE EXPERIENCE IS IN THE DETAILS

Social media, along with more end-to-end access to connectivity, allows passengers to share their opinions about details that to some may seem inconsequential, but can be impactful when used effectively, Kirby explains.

Kate Thornton, head of Product and Service for British Airways, shares that British Airways has found great success in small details such as add air fresheners to the bathroom stalls – reporting a 9% boost in passenger satisfaction as a result. Likewise, British Airways has found that simple menu improvements can go a long way to improve the passenger’s experience and level of satisfaction.

Alice Liu, managing director of Onboard Products for American Airlines concurs, that little things can go a long way not only in terms of perception, but as extensions of the airline brand. She suggests “focusing on trim” and “introducing color” into design to enhance contour and silhouette, allowing the “accents to become the brand” rather than slapping logos on things.

CREATURE COMFORTS

Introducing elements found on-the-ground – such as attributes of wood helps to create a more relaxed space and ambience on the aircraft that doesn’t feel so cold and public, says Liu. The experience in the sky should be as seamless as “life uninterrupted.”

To help relax their passengers, British Airways has been introduced distressing IFE programming like their “Slow TV” channel – that simulates a train ride through Norway or their “Paws for Thought” channel that features cute animals.  Thornton explains, “There’s a reason cat videos are the most popular thing on IFE, they’re incredibly relaxing.”

HOSPITALITY STARTS ON THE FRONTLINE

IMG_2332At the top of her presentation, Thornton told the audience that hearing about passenger’s needs and experiences from the frontline attendant crew is crucial, so much so, that she’s actually licensed as crew and flies every 90 days as an attendant.

According to Liu, American Airlines positions their service within the hospitality industry, and a key aspect of hospitality is comfort. She quotes her “idol,” designer Charles Eames, who says “Recognizing the need is the primary condition for design,” to illustrate that design must react to passenger needs and designers must be familiar with the passenger’s experience so that they can also be problem solvers.

TECHNOLOGY DOESN’T MAKE ALL CONNECTIONS

As Kirby cautions, passengers now have an opportunity to voice their complaints at every touch point, and they are voicing their praises too. Kirby’s social examples – one of which included a passenger noticing the minute difference between two cups they were provided - illustrated this point: “Passengers notice the small things,” she says, “and they’re talking about it.”

Technology is an enabler but it isn’t the only solution. We can get carried away with technology, Thornton says, but passengers have basic needs and sometimes the most effective thing an airline can do is address those needs.

Liu explains, new technology should be used not only to identify problems, “but to work together to solve them.” Having better access to understanding passengers’ needs should be treated as an “opportunity” rather than a “challenge,” Thornton agrees.

Making connections, Thornton says, is ultimately what airlines are here to do, “We talk a lot about technology, but when it comes down to it, we’re here to connect people… [Passengers] get on an airplane because they want to connect with another person, and that’s what we believe it’s all about.”