British Airways Brings Customer Service To Another Level

30 October 2012, Harmondsworth, England – British Airways has developed a new system ‘Know Me’ to recognise their customers to a whole new level.  British Airways staff will be able to put a face to the name even before the customer sets foot in the airport.   After being developed over many years, ‘Know Me’ is currently being rolled up.

Data has been collated from every experience the customer has with the airline and then translated into meaningful service for the individual.  What the programme does is send messages with specific customer information to the iPads of customer service agents and senior cabin crew, or update check-in staff through the airline’s computer system.

This system lets the crew to feed back useful information about the airline’s most loyal customers, enabling the airline to further personalise the service they receive on their next trip.

At the end of the day, it will still be the customer service staff or cabin crew to bring the system to life, allowing them to be more intuitive and proactive.

British Airways team are also able to search Google Images for a photo of specific customers so they can recognise them as soon as they enter the airport or aircraft and proactively approach them.

The airline aims to send 4,500 personal recognition messages a day by the end of 2012 with even greater scope for growth in the future.

Adrian Editor

Adrian Eugene Seet, editor of SUPERADRIANME.com, has long shared his passion for travel, destinations, and air travel. His childhood love for exploration has evolved into a thriving career, with his engaging content inspiring others to discover new cultures. Taiwan is his new-found favourite destination, and he dreams of visiting the Andes. Adrian's work is driven by his curiosity for travel trends and a commitment to lifelong learning.

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