REBUILDING ONBOARD CONFIDENCE
The second webinar focussed on the steps being taken to reassure customers it’s safe to fly. The panel included Linda Celestino, from Etihad Airways; David Young, from Qantas Airways; Federico Heitz, of Kaelis; and Keith Yates, of Yates and Partners.
Celestino accepted that the past six months had been incredibly challenging for the airline but said that it had also recognised it as an opportunity to completely review its cabin materials, goods and logistical procedures, and to further improve hygiene and operational standards.
She provided insights into the measures introduced to reassure passengers at every step of the journey, underpinned by the airline’s new health and hygiene programme: Etihad Wellness. She said that the stringent measures put in place to deal with COVID-19 had become a major component of the airline's long-term customer strategy, ensuring that its guests can fly with greater confidence.
Celestino stressed the importance of communication and the need to share information on culinary hygiene (gathered at its catering facilities and food testing labs), on aircraft cabin deep-cleaning processes, check-in, health screening, boarding and across the inflight experience.
Etihad also has risk-assessment tool available for passengers to use ahead of flying, while its ‘Fit to Fly’ self-service check-in and health screening service is available at Abu Dhabi Intl Airport.
Continuing the discussion, Keith Yates of Yates and Partners, offered insights on consumer expectations, their key anxiety points, and how the passenger journey is changing more today than it ever has before. Interestingly, airport transit, the jet bridge, and boarding were highlighted as the key anxiety touchpoints for passengers.
Yates then talked about some of the innovative solutions already in development to help combat passenger concerns, from simple updates, such as improving door handles on aircraft to the implementation of artificial intelligence (AI) across the passenger journey.
Federico Heitz, of Kaelis, noted the innovation coming forward from suppliers pivoting to support new health and hygiene focus products and using new materials.
The panel acknowledged that there was an opportunity for a ‘complete reinvention’ of the passenger journey, from arrival at the airport to boarding the plane. In addition, AI-driven communication on customer tech devices was said to be key in supporting confidence in the passenger journey, aiding real-time updates and advice on everything from queues and gates to health risks and security.