Behind the Seams
In SkyTeam’s mission to create a more digitally connected, customer-centric alliance, getting the basics right is the key to our success.We are now accelerating closing the gaps in the inter-airline customer experience. This is what we call seam closure.
To help us do this, we’ve identified five priority areas, which include seats, bag tracking, check-in, loyalty, and service recovery. These five areas are all considered as basic, high-priority seams.
Along with increasing customer Net Promoter Score (NPS) and loyalty through a more seamless customer experience, closing seams enables our members to benefit from increased ancillary revenues and cost-effective connectivity with other member airlines.
We’ve created dedicated seam teams that are working with members and subject matter experts, we will be sharing updates from them as key work progresses.
Baggage Tracking
We’ve taken real strides in testing the translation capabilities of the Digital Spine for baggage tracking. With Aeromexico and KLM now connected, both airlines can share their baggage messages with the Digital Spine, which will then be translated for accurate interpretation – supporting seamless integration between both members. Because KLM is receiving new IATA standard baggage messaging, this further demonstrates the translation of messaging between the airlines, and provides a reliable picture of the Digital Spine’s capabilities in this area.
Air France will also be joining the Digital Spine in Q3 to share baggage messaging with other connected members.
Service Recovery
SkyTeam Rebooking, our industry-leading service recovery initiative, is being used to help increasing numbers of customers around the world to enjoy a more connected travel experience. In July, we completed the implementation of SkyTeam Rebooking at four additional airports: Cordoba international Airport (COR) , King Fahd International Airport (DMM), Malaga Airport (AGP), and Barcelona (BCN).
The upcoming implementation meeting at SVO this month, where member-airline staff from LED and SVO will be trained, will bring the total to 81. This puts us firmly on track to have SkyTeam Rebooking live at 90 airports (including all hubs) by early October.