Skyteam steps up its focus on customer experience

Skyteam has no plans to expand its network of carriers, instead turning its focus to streamlining processes and improving synergies with member airlines. Skyteam Alliance Australia countr y chair Vince Arnone said the alliance’s global footprint had reached a “good point” with strong presences in the US, Europe, China and Asia, with the alliance now turning its focus to improving the customer experience. With the roll out of Skyteam lounges in London and Sydney now complete, Skyteam plans to open lounges in Beijing, Hong Kong and Dubai later this year. It is also forging ahead with plans to introduce fast track lanes at security and immigration at 60 airports, with 39 currently in operation. “The alliance already has a strong network in some of the world’s biggest markets so rather than picking up more carriers the focus is on getting the basics right within the alliance for the customer,” he said. Arnone claimed the number of member airlines was “not of relevance”. “Instead the question is, are you in the relevant markets with relevant market shares? And we believe we are,” he told travelbulletin. Arnone highlighted “major priorities” as the opening of airport lounges in Beijing and Hong Kong and implementing a multiairline booking tool allowing passengers to use frequent flyer points on different member carriers more seamless. The alliance is also heavily investing to standardising elite passenger benefits, Arnone concluded.