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Volume 7, Issue 13, April 1, 2009 |
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Hotels, online retailers and others have long tracked customer preferences in an effort to personalize services and offers. Airlines, however, have seriously lagged behind in similar efforts. Thanks to new technology, it appears that may change.
According to a Wall Street Journal report, airlines are steps closer to introducing technology that will allow them to track passenger preferences and information, including ticket-buying and travel history. Service agents and flight attendants will be able to flag passengers and offer personal apologies for missteps like lost luggage or canceled flights. In addition, personnel can offer food and beverages, vacation specials or suggestions based on passenger preference. Airlines believe this technology is crucial to maintaining customers in a down economy.
Alaska Airlines currently implements a similar, smaller initiative. Flights attendants deliver favorite drinks to elite customers when they are traveling in coach and thank them by name for the business.
Self-service kiosks, electronic boarding passes and automatic flight-alert systems have allowed passengers to avoid dealing with airline employees, making implementation of some of the desired customer relations programs difficult. Many travelers report that frequent flyer benefits are impersonal and widely available, so airlines are now forced to find ways around all these hurdles and reward top-level customers, while retaining and attracting new passengers.
Eventually, advances in technology will allow airlines to track personal preferences and develop personalized services based on passengers’ recorded likes and dislikes. In the meantime, the focus is on improving responses when things go awry: Sending email alerts for lost luggage or instantaneously rebooking passengers when flights are canceled or connections are missed.
Click here for more information on hotel and airline loyalty programs. 
General Electric has developed a high-speed baggage-screening system which may be installed at U.S. and international airports by late 2009. The technology combines healthcare-quality imaging with state-of-the-art explosive detection and can screen bags at double the rate of existing systems. Estimates suggest the new scanners can screen 1,000 bags per hour, double the current average of 500 bags per hour. The Transportation Security Administration approved the systems for use in the United States, but they have yet to undergo field tests.
Air France plans to launch its premium-economy service this fall. Premium Voyager will be introduced on its Paris (CDG) to New York (JFK), Tokyo (NRT) and Osaka (KIX) routes, with planned expansion to include its entire long-haul fleet. The new seats are 19 inches wide with a 38-inch pitch and 123-degree recline. Premium Voyager will offer a 10-inch monitor, with personal in-flight entertainment control boxes. Upgraded amenities include travel kits, water bottles, noise-reducing headphones, feather pillows, wool blankets, priority check-in desks, higher baggage allowance and priority baggage delivery. Tickets go on sale today. Additionally, Air France is renaming its cabins — Voyageur (economy), Affaires (business) and La Premiere (first).
AirTran Airways announced plans to expand its route network, offering three new destinations from its Orlando (MCO) hub. With the addition of the new routes, the airline now offers service to 61 domestic destinations, with 33 non-stop flights from Orlando. Service to Asheville, NC (AVL) will begin June 11, while flights to Knoxville (TYS) and Atlantic City (ACY) are scheduled to take off June 12. Asheville flights will operate Tuesday, Thursday, Saturday; Knoxville flights Monday, Wednesday, Friday, Sunday; Atlantic City flights Monday, Saturday, Sunday. Sale fares are currently available. For more on AirTran, click here.
Transportation Secretary Ray LaHood is currently considering two antitrust immunity applications. U.S. and international airlines are fighting against the applications. LaHood will decide if aviation legislation should include a government study of alliances and their benefits to the public. Airlines are urging opposition to the provisions, claiming threatening global aviation alliances would cost jobs, weaken the industry and eliminate schedule and fare flexibility. Antitrust immunity was originally introduced to meet demand, but Congress has expressed concern that allowing three airline alliances to encompass a majority of carriers is monopolistic. For more on airlines alliances, check out GT’s special report here.
According to recently released data, a record 58 million international travelers visited the United States in 2008. The number represents a 4 percent increase over the previous year. While the numbers began to dwindle at the end of 2008, 13 of the top 25 U.S. markets broke records for international arrivals throughout the year. Overseas arrivals were up 9 percent throughout the first nine months of the year, while Canadian arrivals grew by double digits. The only market that saw a decline was arrivals from Mexico. Arrivals through San Francisco and Chicago increased by 8 and 4 percent respectively, while Atlanta, Houston and Philadelphia also saw record growth throughout the year.
Newark (EWR) to Los Angeles (LAX)
First Class
tel 800 523 FARE
Newark International Airport is about 50 miles from my house. I had a relatively early departure, 8:30 a.m., but I made it to the airport, parked and was through security in about an hour.
Check-in was easy, so I decided to grab some breakfast. I was at the gate at 7:50 a.m., where boarding was already in progress. I boarded, stowed my carry-on and made myself comfortable.
The flight was uneventful, except for the guy next to me, who was unable to stay still. His every action was in a jerky, “bull in a china shop” manner. I spent most of my flight making sure his water glass did not topple over onto my laptop. Despite all of that, I was able to get some work done comfortably.
I did not eat much, as I had breakfast before boarding. When my seatmate ate, lip-smacking sounds, chewing with the mouth open and finger licking topped off the experience. Continental serves warm cookies and milk one hour before landing.
It was hard to concentrate with the constant movement next to me, but I can’t blame Continental for my seatmate’s behavior. Everything that Continental could control was smooth and enjoyable.
The flight arrived on time and, before I knew it, I was in my rental car and off to meetings.
Score: ••••• Francis X. Gallagher
Delta is offering an exclusive frequent flyer promotion for SkyMiles and WorldPerks members. Through June 15, triple miles will be awarded for select fares. First, business and premium-economy fares will earn triple miles; discounted economy fares will earn passengers double miles. The promotion is only for valid for miles counting towards Medallion/Elite status; Medallion and Elite Qualification Segments are not valid. For more information, visit the Web site. SkyMiles members interested in enrolling for this special offer, click here; WorldPerks members can enroll here. Read more about Delta’s onboard offerings here.
For reservations made through April 30, Emirates is offering up to 25 percent savings on business-class travel. Travel is valid from New York (JFK), Houston (IAH), Los Angeles (LAX) and San Francisco (SFO). Skywards members can earn triple miles for select first- and business-class flights. Visit the Web site for more information. For another great value on Emirates business-class tickets, bid on two round-trip tickets in our online auction. These tickets are available at a steal, with all proceeds benefiting Pencils For Kids, Inc. Bid here.
In an effort to raise awareness of its destination, Cook Island Tourism launched an interactive game, “Where in the World are the Cook Islands?” Users can learn about the destination and qualify for a chance to win a grand prize. Through June 16, U.S. residents can enter a sweepstakes to win a weeklong trip for two, with air transportation provided by Air New Zealand, five nights’ accommodations and breakfast each morning. To enter the sweepstakes and learn more, visit the Web site.
XV Beacon, a luxury boutique hotel in Boston, is offering Sweet Suite Sundays. Through April 30, guests who book a Sunday stay in the studio suite or one-bedroom suite will receive complimentary Monday night accommodations. Beginning in May and running through the end of 2009, guests who stay Friday and Saturday night will receive Sunday night for free. Additionally, Mooo, the hotel restaurant, is offering a three-course dinner, valid Sunday and Monday only, for $35. Visit the Web site. Click here to learn more about Boston.
Radisson Edwardian is offering guests a special Advance Purchase promotion at its 12 London and Manchester properties. Through Aug. 31, the promotion includes 20 percent savings off the best available rate (when booked 10 days in advance), two-for-one dining at each hotel restaurant, 20 percent savings at Hamleys Toy Shop and savings at Liberty department store. For guests interested in visiting for the Easter holiday, the Easter special includes English breakfast, gourmet chocolate candy and late checkout. The Easter special is valid April 10, 11 or 12. Call 011 44 20 7636 5601 or visit the Web site. For more information on one of the Radisson Edwardian properties, click here.
