Cabin Crew App
TUI has likewise developed apps for its employees to support smooth, personalised customer service. The iPad cabin app, for example, simplifies pre- and in-flight procedures and allows cabin crew to get through the day without paperwork. Who is on the crew, how many passengers have booked the flight, are there any people with special requirements among them? Cabin attendants can load the answers to these and other questions onto their iPad in advance and access them later offline.
The app also makes it easier for cabin and ground staff to work together. Admin, for example, can post feedback questionnaires. Every flight attendant can fill these in offline, and as soon as the iPad identifies a new Wi-fi connection, it will send the data back to the right department at TUI. Similarly, the cabin crew can draw up reports about incidents or irregularities during the flight; these will also be synchronised at once when a Wi-fi connection is available again.
Cabin attendants have an in-flight retail app for selling drinks, snacks and duty-free goods during the trip. It records items sold including price, tots up the overall cost of the order and enables cashless payments via a Bluetooth connection to a debit or credit card reader. On many flights, customers will be able next year to select and pay for their in-flight snacks and duty-free goods in advance. The crew can download the details onto their iPads. Based on the seating plan, they can then deliver the items straight to the passenger and address them by name.
These examples illustrate the irresistible advance of digitised customer service. Cloud computing is already yielding concrete benefits for TUI customers at many points on their journey. Nevertheless, the company’s IT architects have other ambitious aims in their sights. The TUI App is destined to become TUI’s biggest digital sales channel. With this in mind, TUI’s IT teams are working away not only at numerous data improvements, but on whole new projects. One of these is ‘big data analytics’, which will enable us to pool relevant information about customer bookings and travel behaviour so as to generate tailormade personal offerings – yet another step on the road to ever smarter digital services for an optimised customer experience.