Part of the TUInnovate programme, this project aims to increase customer satisfaction and differentiate TUI UK & Ireland’s experience for customers. Cabin crew will have access to information about the destination customers are flying to and can make recommendations about the best excursions for their party, restaurants and great places to shop. The crew will also have access to customers’ historic booking information, so they can recognise loyal and returning customers and deliver a more personal service through interaction about past travel experiences.
The iPads will also enable TUI UK & Ireland to connect its cabin crew with overseas holiday advisors, passing on relevant information on the customers soon to arrive in resort. For example, if a family mentions a concern over a food allergy to cabin crew, the crew member can log this on their iPad, which will transmit to the resort holiday advisor as soon as the aircraft lands and the device connects to data or WiFi. The holiday advisor can then speak to the customer as soon as they arrive in resort, already armed with recommendations on where to eat.
The feedback TUI UK & Ireland has received from overseas employees and customers following the introduction of iPads has been incredibly positive, with an increase in customer satisfaction questionnaire (CSQ) results overall, particularly for scores for ‘Holiday Overall’ as a result of the technology programme.
Carl Gissing, Director of Customer Service for Thomson Airways, said: “This programme will really help us take our customer service to the next level as cabin crew will be able to make recommendations to customers about what to see and do in resort, and even suggest a quiet spot to enjoy a sunset. It will also allow us to recognise loyal and returning customers, which we know they will appreciate. This programme is just one of many ways in which we as a business are focusing on innovation and we can’t wait for all our customers travelling from Luton this summer to experience the benefits it offers.”
Following the trial, Thomson Airways plans to roll the programme out across all UK Airport bases during 2015.
Notes to Editors
For further information please contact Claire Borgeat in the press office on 01582 648629 or email firstname.lastname@example.org.
THOMSON AND FIRST CHOICE
Thomson and First Choice, part of TUI UK & Ireland, take over 5.5 million customers away each year, making them the UK’s largest holiday company.
Travelling to 88 destinations in over 30 countries, Thomson and First Choice offer a wide range of holidays for families, couples and groups alike.
Thomson Airways is the UK’s third largest airline with 57 aircraft and Thomson Cruises is the UK’s third largest cruise line with a fleet of four ships. Thomson Airways was the first airline in the UK to take delivery of Boeing’s 787 Dreamliner and is flying the aircraft on selected long haul routes.
TUI UK & Ireland is part of the TUI Travel PLC Group.