They’re also experts at collecting vast mountains of customer data, including what sorts of credit cards and computers you use, how often you fly, and where and how much you spend on all the extras. That data has traditionally been segregated in various IT systems, but now many airlines are gradually funnelling it into a customer service strategy – with flight attendants becoming the face of hyper-personalized service. American Airlines Group Inc, the world’s largest carrier, equips its 24,000 flight attendants with Samsung Galaxy Note devices. Flight attendants at British Airways, part of the International Consolidated Airlines Group SA, have used iPads since 2011. As carriers develop greater proficiency in coordinating customer data, expect to see more personal apologies – and free drinks or bonus miles – awarded on board.

Source: The Star November 17, 2017 02:26 UTC