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BA Improving Inflight Customer Service with iPads

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A select number of British Airways cabin crew are currently testing the iPad.

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. In fact, a whole library of information is available at their fingertips including timetables, safety manuals and customer service updates.

The iPad also means any issues can be logged with ground-based colleagues around the network prior to departure 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 all the customers. With the new iPads cabin crew will simply refresh their screen when the doors have closed through wireless 3G networks and they will have a complete list of passengers on board.

Bill Francis, British Airways’ head of inflight 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. It allows the crew to offer the thoughtful service they want to deliver and customers are treated as valued guests.”

The iPad is currently being trialled with 100 cabin crew with the aim to roll it out to all senior crew members across the airline in the coming months.

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