Virgin Atlantic as a Driver of Change

Our Ideas Lab

– Ask a different question

– Start small, grow big

– Make it part of people’s job

– Have a process, but keep it simple

– Give them access to resources

– Test, measure, try again

– Failure is good

Use Case – Greeting Passengers

– It was about giving staff better

information and freeing them up to be

with our customers

– We trialled Glass, Smart watches, and

Phones

– We took employee and customer

feedback

– We innovated during the trial

Customer Feedback on Wearable Technology Trial

Customers

― Positive overall

― A new way to engage with them

― More personalised service

Wearable Technology Trial: Our Teams

Employees

― Comfortable to wear: Minor

adjustment period

― Empowered to provide better service

― Reduced paperwork and increased

productivity

Technology

― Battery

― Data

― API

Media loved it…

The trial was a success

Next Steps

We intend to continue to lead and innovate as we champion

our customers experience:

― iBeacon

― Facial recognition for personalised flight information

― And more to come…

But, co-developed open standards are needed to support the

full potential of innovation in our industry

DISCLAIMER

Any use, republication or redistribution of this content is

expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Craig Kreeger, Virgin Atlantic

at the 2014 SITA Air Transport IT Summit, Brussels.

2014 Air Transport IT Summit