Emirates Airline launches new app
App is designed to help airport staff assist passengers more efficiently
Emirates Airline has announced the launch of its new app for airport staff, designed to help them deliver better customer service.
Journey Manager, which has been developed by Emirates in cooperation with Samsung and Etisalat and runs on the recently launched Samsung Note 4, enables the airline's team of airport staff to get real-time information that will enable them to respond to customers' needs with greater efficiency, regardless of where they are in the airport.
"Emirates has always been in the forefront of innovation, and our aim is to continue delivering excellent and more personalised service to our customers. The size and scale of our operations at the airport can be a challenge, especially during peak times where we can see up to 140 departures and arrivals in a four hour window," said Mohammed H Mattar, Emirates' divisional senior vice president, Airport Services.
"That is why we have always looked at ways to use technology and automation to improve the customer journey as well as empower our staff whose jobs means they are constantly on the move across the airport terminal. Emirates is again leading the way by using the latest mobile technology in our airport operations. We are proud to have launched the Mobile Journey Manager application on the Samsung Note 4 devices on the same day these devices were released in the market," added Mattar.
Airport staff can use Journey Manager: to check the status of both inbound and outbound flights; at the transfer area to assist transit passengers; check on delayed flights or passengers who have short connection times; and for passengers who have missed their connections, staff can scan the boarding pass to see what flight re-bookings have been made and direct them accordingly.
According to Mattar, "Before Journey Manager - most of these functions were done through transactions behind a desktop, and information retrieved from printed reports, which only capture status updates at the time that they were printed. With the ability to quickly scan a passenger's boarding pass and access "live" flight information - our staff are able to find on time solutions and make decisions with more confidence knowing they have the most up-to-date information right at their fingertips."
Emirates will continue to roll out the Mobile Journey Manager among its 2400 airport staff over the coming months with the vision of making it accessible at all customer touch points, including check-in, re-booking flights, and requests for seat change.