Industry Update
BRITISH AIRWAYS JET AIRWAYS JAL
BA crew to use iPads Jet launches Epicurean JAL adds onboard internet access
British Airways cabin crew are using iPads to improve customer service in the air. The iPads enable cabin crew to have prior awareness of customer preferences and a greater understanding of each customer’s previous travel arrangements, allowing them to offer a personalised service. The iPad lets crew quickly identify where
each customer is seated, who they are travelling with, their Executive Club status and any special meal requests. It gives crew a whole library of information including timetables, safety manuals and customer service updates. It also means any issues can be logged with ground-based colleagues around the network so solutions can be delivered while the flight is airborne. When all the passengers have boarded and
just before the doors are shut, cabin crew are currently handed a long scroll of paper, listing up to 337 customers. With the new iPads cabin crew will simply refresh their screen through wireless 3G networks and they will have a complete list of passengers on board. Bill Francis, British Airways’ head of in-flight customer experience, said: “The iPad is already allowing us to offer a more personalised onboard service, but the possibilities for future development are endless. We’re receiving great feedback from cabin crew and customers already.” The iPad is currently being trialled among
100 cabin crew with the aim to roll it out to all senior crew members across the airline in the coming months.
www.ba.com
Connecting crew with passengers using an iPad Jet Airways serves Marriott’s signature dishes
Jet Airways has launched a new inflight service called the ‘Epicurean Series’, partnering with well-known gastronomic brands to offer fine dining to connoisseur travellers. The ‘Epicurean Series’, available to Premiere
and First passengers only, was unveiled on the Hong Kong to Mumbai route. The airline has brought on board Man Ho, Marriott’s signature Chinese restaurant brand. Designed by executive chef, Marco Cheng, and executive Chinese chef from the Hong Kong Sky City Marriott Hotel, the ‘Epicurean Series’ is inspired by Cantonese and Szechuan cuisine. Signature dishes include ‘Wok Seared Fillet of Fish with Soy Sauce and Creamy Egg White Served with Ping Basil Noodle’ and ‘Baked Duck Rolls with Asparagus and Mixed Vegetable Gratin in Curry Sauce’. The menu will be regularly updated and accompanied by a selection of award-winning wines. Dishes will be served on a new line of bespoke crockery from the house of William Edwards – one of Britain’s leading ceramic designers.
www.jetairways.com
Japan Airlines has announced that it will be offering high-speed Internet connection on board selected international flights from the summer of 2012, using Panasonic technologies. Panasonic’s broadband Ku connectivity solution eXConnect will first be installed on JAL’s fleet of Boeing 777s and introduced on routes between Japan and Europe as well as in North America. The airline plans to equip its entire long-range fleet with this function, subsequently expanding this service to the rest of its international network. There has been increasing demand for mobile Internet connectivity in-flight as customers value the options to work or stay in contact with family and friends while on the go, and also to have alternative forms of in-flight entertainment, especially for long hours onboard. Customers with their own personal electronic devices such as laptops and other Wi-Fi enabled gadgets will experience the same connectivity and convenience offered by ground-level broadband Internet access. The new in-flight service will not only allow customers in every cabin class to check and send emails, stay abreast with updates on their social media network and browse the Web, but also allow fast transfers of large data files just as in a Wi-Fi environment on the ground. Charges will apply for the service and the cost for usage will be announced nearer the launch.
www.jal.com
www.panasonic.com JAL passengers get connected
www.onboardhospitality.com 7
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