British Airways Is Giving Cabin Crew iPhones to Customise Passenger Service

Aug 21, 2019

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British Airways is equipping all 15,000 of its cabin crew with phones in an effort to improve customer service.

The crew will all get the iPhone XR devices in order to “empower cabin crew to deliver personalised customer service to customers”. The airline said that the decision to equip cabin crew with the phones came after a successful trial beginning in 2011, which gave senior cabin crew iPads to be used for the same purpose.

LONDON, UK: Cabin Crew using an iPhone XR on board a flight on 05 August 2019 (Picture by Nick Morrish/British Airways)
(Photo by Nick Morrish/British Airways)

Along with being able to access passenger information in order to customise the experience, cabin crew will be able to do the following for customers while inflight:

  • Provide flight and airport information
  • Confirm requests for airport assistance
  • Confirm details of new bookings when onward flights are delayed or cancelled
  • Book special meals
  • Amend personal preferences.

In a press release, BA said that the initiative was part of its “£6.5bn investment for customers”.

The move will likely be received as a positive one from passengers, allowing crew to be able to offer more customised service. In addition, the devices should allow crew to better problem solve for passengers should something come up.

That said, BA seems to lag behind with the competition on some levels. United Airlines first starting giving its crew company-issued iPhones in 2015, and many airlines have followed suit — like Delta Air Lines, which started giving its crew SkyPro devices in 2017.

Featured photo by Nick Morrish/British Airways.

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