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Delta Air Lines a Aeromexico: Vytváření bezproblémového cestování

Delta Air Lines a Aeromexico: Vytváření bezproblémového cestování
Delta Air Lines a Aeromexico: Vytváření bezproblémového cestování

Delta Air Lines and its Joint Cooperation Agreement partner Aeromexico are focused on providing their customers with a consistent experience when traveling between the two airlines. Over 3.2 million Delta and Aeromexico customers connect across the trans-border network every year and creating a truly seamless journey is paramount. Thus, by looking at all aspects of the customer journey together, and using technology to enhance the digital experience, the two airlines have established a foundation to benefit their shared customers by aligning products, polices and services.

Jak letecké společnosti dosahují bezproblémových procesů?

It all starts with technology. When technological tools don’t talk to one another, customers experience gaps in service. Ensuring these journeys are free from technological roadblocks is the first step to ensure a great experience from the moment of booking, and in every step where airlines interface to serve the customer along the way.

“The two airlines are dedicated to a world-class customer experience and we’ve eliminated 83% of the service differences between us, ensuring consistency in processes and services – which is key to a stress-free connection experience,” said Jeff Moomaw, Delta’s Managing Director – Alliance Experience. “Our joint customers can now purchase tickets for our branded products in all our booking channels, reserve their seats, take advantage of free messaging on board as well as see alignment on checked and hand luggage policies.”

Improving customer experience

• An aligned booking process across the two airlines, with ability to view the product offerings with real-time availability and pricing, as well as choose seats.

• Pro časté cestovatele nyní existuje elitní uznání statusu v době cestování, stejně jako plné možnosti výdělku a výdajů mezi těmito dvěma leteckými společnostmi.

• Zákazníci zapsaní do programu TSA Pre-Check budou mít tento emblém vytištěn na palubních vstupenkách při cestování s kteroukoli leteckou společností - což šetří čas a stres na bezpečnostní lince letiště, když zákazníci vstupují, připojují se nebo opouštějí Spojené státy.

• Specialisté na rezervace leteckých společností jsou nyní schopni přistupovat, re-bookovat a znovu vydávat letenky pomocí funkce SkyTeam Rebooking, pro zákazníky létající s kterýmkoli z 18 dalších členů SkyTeamu, během několika minut, když je zákazník zasažen přerušením cesty.

• For corporate travelers, Delta and Aeromexico introduced the Corporate Priority program, which gives corporate travelers consistent benefits around the world. These benefits include check-in recognition, priority boarding, priority service recovery, denied boarding and downgrade protection.

• Letecké společnosti mohou nyní sdílet informace o cestujících, aby zajistily soulad požadavků na služby s harmonizovanými zásadami pro nezletilou osobu bez doprovodu a zvláštní asistenci, jakož i dohodnuté postupy pro zvířata cestující v kabině.

• Společné kontrolní středisko operací na letišti v Mexico City také zajišťuje provozní dokonalost a lepší obnovení služeb.

“At Aeromexico and Delta we have a clear vision to be the number one option in the trans-border market,” said Andrés Castañeda, Chief Digital and Customer Experience Officer at Aeromexico. “With more than a thousand flights per week, it is our job to offer a seamless experience to our joint customers. Along with Delta, we have achieved key goals that go from aligning processes and policies, technologies and making teams work closer, so we can provide our customers a journey tailored to their needs. Even though we have accomplished a lot, we want to better understand them, to keep raising the bar, and give them a more differentiated product.”

What’s coming for customers in 2020

• Seamless check-in capability through the airline’s websites and apps

• Improved bag tracking technology

• Pre-flight communications highlighting the partner’s flight experience, so customers know what to expect when traveling with both airlines.

• Expanded Corporate Priority benefits

The airlines will also be working together to better understand customer satisfaction through joint post-travel surveys, which will be introduced this month. This feedback will drive future investment in technology and products for the benefit of customers as well as support the airlines’ focus on decreasing customer complaints.