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 classed as basic, high-priority seams.
As well as increasing our Net Promoter Scores (NPS) and loyalty, closing seams enables our members to offer customers a wider choice of ancillary products and ultimately a more seamless, easy and intuitive experience.
We’ve created dedicated seam teams that are working with members and subject matter experts, we will be sharing updates from them as key seams progress. This month, we spoke to the teams responsible for baggage tracking and seamless check-in.
Baggage
SkyTeam’s bag tracker technology, runs via the Digital Spine. It allows every member airline access to information on the last known location of interline baggage, meaning mishandled baggage misplaced can be recovered more quickly.
“Having insight into the last known location will improve customer satisfaction and will decrease the time to recover the bag when it does not make it on the expected flight.”
Evelien Ran, Senior Project Manager
Seamless check-in
Our seamless check-in initiative leverages the Digital Spine to allow our customers to check in for any SkyTeam member flight using their preferred channel – regardless of who they booked with.
No more switching between apps or having to check-in across several websites when flying with two or members.
We’ve been working closely with Delta, Air France and KLM to learn from their successfully launched, seamless check-in capability. This has formed the basis of what will now be adopted by SkyTeam to allow other members to connect in a similar manner via the Digital Spine.
Delta customers are already able to check in for Air France KLM flights using any digital channels. By the end of June, Air France KLM customers will be able to check in for Delta flights using Air France KLM digital check-in channels.
Additional members, including Aeromexico, Korean Air and Alitalia are planning to use the Digital Spine to facilitate seamless check-in for their interline customers, with more members to follow next year.