Global airlines invest billions to transform customer experience

The need for air travellers to experience comfort at anytime whether on air or on the ground cannot be overemphasised as that forms the bedrock of high passenger traffic yield.

The experience a traveller has with an airline may attract him to fly with it another time or discourage him from patronising the services of such airline. Therefore, airline are competing headlong by initiating sundry services and products to get a better market share.

European and Western airlines operating in Africa have often seen the prospect of travel on the continent hence, the speed at which they rush to announce their investment in services aimed at transforming the travellers’ experience.

Last week, Delta Airlines, biggest US carrier which operates daily flights between Atlanta and Lagos, said it is transforming the customer experience on flights between Nigeria and the United States with more than $3 billion investment through 2013 in airport facilities and global products, services and technology.

Speaking at the annual Business Traveller Africa Expo and Conference, Bobby Bryan, Delta’s commercial manager East and West Africa, highlighted a range of in-flight and on the ground benefits to improve the product offering for customers flying on Delta’s daily non-stop service between Lagos and the U.S.

“Delta introduced its new fully flat-bed seat between Lagos and Atlanta in September 2012 and we currently offer 500 weekly business class seats. Nigeria was one of the first markets to receive the new BusinessElite product which reflects the value of the Nigerian market to Delta.” he said.

In June, Delta’s BusinessElite passengers will see the introduction of the Westin Heavenly in-flight bedding transforming the sleep experience in the air.

The luxury bed quilt is designed and manufactured exclusively for Delta by Westin Hotels & Resorts. In addition, Delta has also introduced a new BusinessElite amenity kit featuring celebrated travel accessory brand, Tumi and Malin+Goetz products.

Delta is continuing its investment in new technology to simplify the customer journey and provide greater control over the travel experience including the launch of the Fly Delta App for iPad and improvements to delta.com.

Bryan noted that Delta currently operates the world’s largest fleet of Wi-Fi ready aircraft and will begin to roll out Wi-Fi for its long-haul services in 2014 while enhancements are also being rolled out on the ground.

“Delta’s Sky Priority passengers enjoy streamlined services at check-in, security and baggage claim as well as access to Delta’s award-winning lounges. Last year, Delta opened its new international terminal in Atlanta creating a state-of-the art gateway, this May, Delta will unveil its $1.4 billion new terminal 4 at New York JFK airport where Delta has established itself as the leading US airline.”

Concerning its operations in Africa, Delta has transported almost 3 million passengers on its Africa services since the airline launched its first flights from the continent in December 2006.

The airline flies to five cities in five African countries namely: Accra, Ghana; Dakar, Senegal; Johannesburg, South Africa; Lagos, Nigeria and Monrovia, Liberia.

Also recently, Britain’s giant carrier, British Airways (BA) said as part of its £5 billion investment in new products and technology to provide the best possible flying experience for British Airways’ customers, it is 

SADE WILLIAMS