Star Alliance chief on improving customer service, lounges and network expansion
Star Alliance continues to grow rapidly in today's airline market. A recent interview with CEO of Star Alliance provided a lot of interesting insights into how Star Alliance customer experience will be improved in the coming years. The main focus was not only on improving the quality of service, but also on expanding cooperation between the alliance members.
Improving customer service quality
One of the key challenges facing Star Alliance managers is optimisation Star Alliance customer experienceIn this context, there are several directions in which the alliance plans to take steps:
- Personalization of service: Implementation of new technologies to better understand customer needs.
- Integration of services: Creation of a single platform that will provide access to services of different airlines within the alliance.
- Feedback: Collecting and analyzing customer feedback to improve the quality of services.
Statistics show that 72% customers are willing to choose an airline that provides better and faster service, highlighting the importance of focusing on passenger needs.
Network expansion
The CEO stressed that one of the priority areas of Star Alliance's work is the expansion of its network. Their growth strategy includes:
- Adding new airlines: Attracting small and medium operators to increase route coverage.
- New directions: Opening of direct flights to previously unserved regions.
- Codeshare agreements: Entering into agreements with other alliances to improve route accessibility.
Star Alliance routes cover more than 190 countries, and this number will grow thanks to new partnerships. For example, in 2023, a contract was signed with a new carrier that will lead to the expansion of routes in Southeast Asia.
Lounges: New Standards of Comfort
Lounges remain a vital element Star Alliance customer experience. The company aims to improve the quality of its lounges, creating a cozy atmosphere and offering high-quality services. In the near future:
- Interior renovation: Modernization of existing lounges with an emphasis on comfort.
- Menu expansion: Introduction of new gastronomic concepts and services.
- Technological innovations: Installation of modern charging stations and high-speed Wi-Fi.
Research data shows that more than 87% passengers rate lounge quality highly, making it an important factor when choosing an airline.
New technologies to improve efficiency
Star Alliance visionaries are also looking at implementing new technologies to improve efficiency and enhance Star Alliance customer experience. Using artificial intelligence and machine learning, it is possible to analyze passenger behavior and offer them personalized solutions. Examples of the use of technology include:
- Chatbots: Automate responses to frequently asked questions.
- Mobile applications: Using applications for convenient access to information and services.
These steps are aimed at creating a smoother and more satisfying experience for customers, which will certainly strengthen the competitiveness of Star Alliance.
The full text of the interview is available on the official Star Alliance website, where you can read the latest news and updates in the air transport industry.
