TABLETS FOR FLIGHT ATTENDANTS ON AMERICAN AIRLINES

CIO — It's hard to imagine employees and customers getting closer than they do in the aisles of an airplane, but American Airlines wants to get them even closer. Digitally, anyway.

The airline is testing a mobile system that provides flight attendants more passenger details with a goal of improving customer relations. Using Samsung devices, the pilot program has 40 of American's 10,000 flight attendants tapping and scrolling through data such as seat assignments, requests for special services, and a customer's loyalty program status and itinerary.

"The most time a customer spends with any employee is on the flight. Traditionally, we haven't done a great job of equipping flight attendants with info about who's on the plane," says CIO Maya Leibman. "If our [corporate] objective is to be a more customer-centric airline, we have to think about how are we are helping employees to have meaningful interactions with those customers."

15/09/2012  :  CIO

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