www.h-care.it
How will the HDA optimize Passenger Experience?
Mr Douglas is a platinum flyer with GLOBAL Airways, flying today from London to Boston via New York. He booked last minute, and could only find an economy seat. He’d like to sleep on the plane after refreshment, wake up 2 hours prior to landing, eat something, and watch a film. Oh, he also forgot to send his wife flowers for their anniversary, book his hotel, and he has a short connection time in New York.
Today his experience might be as follows: He boards, sits down, and spends 15 minutes trying to connect to the internet and the attendants are too busy preparing for take off to help. The plane’s delayed for 45 minutes, but the attendants can’t give any information on connecting flights until they land in New York. He falls asleep before drinks are served, but gets woken up by an attendant. He explains he’d like to eat later and falls back to sleep, waking with only 30 minutes prior to landing. He’s frustrated because he doesn’t have any details on whether he’ll make his meeting in Boston. He’s hungry, tired, and he didn’t get flowers to his wife or find a hotel. He vows to avoid flying GLOBAL Airways in future.
When GLOBAL Airways install the Human Digital Assistant on their new IFE system, his experience may be remarkably different.
Thirty seconds after sitting down, Caren (The Human Digital Assistant) appears on the screen.
Caran says “Good Afternoon Mr Douglas, nice to see you flying again with us, and I’m sorry we didn’t have your usual seat available in business class. I’m constantly in touch with New York, and your flight to Boston is still on schedule. I’ll let you know if anything changes during the flight. I don’t have any hotel details on your booking; let me know if you need any help in arranging somewhere to stay”.
The Menu item displayed has various options, and Mr Douglas chooses book a hotel.
Caren responds “I’ll search for your usual preference of Boutique Hotel with King size bed, and I’ll make sure they have availability for 3 nights … this may take a moment”… “Mr Douglas, I have 2 choices for downtown hotels, the Cayman at $220 per night and Costes at $230 per night. Select your preference and I’ll make this booking with the American Express card I have on file”.
Mr Douglas confirms, and Caren then asks… “Would you like to look at our menu today and choose the time you’d like to eat”. Mr Douglas submits his order.
Caren asks “Is there anything else I can help with?” The menu she presents lists internet access, Live TV and Video on demand. Mr Douglas is then walked through how to access the chosen service. In this case Mr Douglas learns how to access the Internet Browser and visits www.Interflora.com to order flowers for his wife. He’s relaxed, enjoys refreshment, and falls asleep before the plane takes off.
Two hours prior to landing, an Attendant arrives with his requested meal, and gently wakes Mr Douglas. As he touches the screen to look at film options, Caren appears. “Mr Douglas, I hope you’re well rested. Due to our late arrival, I’ve book you on the later flight to Boston, which arrives at 5 pm, one hour later than your previous booking. In the meantime sit back and relax. On your last flight you had selected a playlist of films to watch. Would you like to choose a film from that list”?
Mr Douglas’s flying experience is improved significantly; he makes his meeting on time, and vows always to fly GLOBAL Airways whenever he can. He’ll write about his experience on his social networks, and soon everyone will be trying to fly with GLOBAL Airways, as their preferred choice.
