In an aim to enhance customer service with personal recognition, British Airways plans to look up frequent fliers on Google as a part of the “Know Me” customer service plan.
Facing criticism for the radical plan, the airline will give its staff 2,000 iPads to access travellers data including flight history and photos from Google images.
The reasoning behind the customer service program according to BA is it offers more service as staff will be able to greet recognized passengers from the photos with a smile.
British Airways head of customer analysis Jo Boswell justifies it as “essentially trying to recreate the feeling of recognition you get in a favourite restaurant when you’re welcomed there.”
According to British Airways, the “Know Me” plan aims for staff to recognize 4,500 passengers a day by the end of this year.
Do you think British Airways plan is enhancing customer service or a creepy invasion of privacy?
Tuesday, 10 July 2012
BA gets Googling to know passengers
Source = e-Travel Blackboard: K.W