Tour operators

Thomson Airways crew given iPads to take customer service 'to next level'

Posted by Phil Davies on
Thomson Airways crew given iPads to take customer service 'to next level'

Cabin crew on Thomson Airways are being provided with iPads in a trial this summer to help improve customer service.

The mobile devices will give crew flying from Luton airport access to information about the destination passengers are flying to and make recommendations about excursions, restaurants and places to shop.

The iPads will also enable Tui UK & Ireland to connect its cabin crew with overseas holiday advisors, passing on relevant information about the customers soon to arrive in resort.

If a family mentions a concern over a food allergy, the crew member can log this on their iPad, which will transmit to the resort advisor as soon as the aircraft lands and the device connects to data or Wi-Fi. The holiday advisor can then speak to the holidaymaker as soon as they arrive in resort, already armed with recommendations on where to eat.

Thomson Airways plans to expand the use of iPads across all UK airport bases next year.

The airline's customer service director, Carl Gissing, 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.”

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