TUI UK & Ireland, which operates the Thomson and First Choice brands, has announced that it will launch an in-flight iPad trial in the summer for Thomson Airways crew at its Luton Airport base.
The move comes after TUI UK & Ireland successfully introduced a multi-million pound technology programme across its entire overseas network.
Part of the TUInnovate programme, the iPad project seeks to enhance customer satisfaction and differentiate TUI UK & Ireland’s experience for customers. With the iPad project, cabin crew will have access to information about the customers’ destination and can make recommendations about the best excursions for their party, restaurants and places to shop. The crew will also have access to customers’ historic booking information, helping them to recognise loyal and returning customers and provide a more personal service.
The iPads will also enable TUI UK & Ireland to connect its cabin crew with overseas holiday advisors, passing on any and all relevant information on customers who are set to arrive at the resort.
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 introduction of iPads, TUI UK & Ireland has reportedly received impressive feedback from overseas employees and customers with an increase in customer satisfaction questionnaire (CSQ) results overall, particularly for ‘Holiday Overall’ scores.
Following the trial, Thomson Airways will roll the programme out across all UK Airport bases in 2015.
