Over the last few years, the alliance has focused on improving the travel experience for passengers on its 20 member airlines. Various projects have been developed to enhance every interaction customers have with SkyTeam along their journey, from online booking to airport services.
“We are starting to see the results of these initiatives with increased customer satisfaction scores of up to 15 points in hubs such as Guangzhou and Tokyo Narita, which can be directly attributed to the success of our airport focused projects,” said Michael Wisbrun, SkyTeam’s Managing Director. “In our 15th anniversary year, SkyTeam’s continued focus on service is delivering more value than ever both to passengers and members: the best is still to come from SkyTeam.”
SkyTeam has been rolling out a number of customer-focused initiatives worldwide, including:
SkyTransfer – more than 26 million seamless global transfers annually
SkyTransfer aims to increase seamless and efficient transfers for passengers and their baggage. Customer satisfaction with the transfer experience at the alliance’s top hubs has improved by 3 points year-over-year and by 8 points since the program was first implemented in 2013. In addition to the top 11 SkyTeam hubs for connecting traffic – Atlanta, New York-JFK, Mexico City, Amsterdam Schiphol, Paris CDG, Seoul Incheon, Madrid, Guangzhou, Beijing and Shanghai – a further five new hubs have been included in the program: Los Angeles, Nairobi, Moscow, Taipei and Jakarta.
A key element of the initiative is the passenger rebooking service also referred to as Passenger Number Record (PNR) Servicing, which is currently being rolled out network-wide. This alliance-leading solution has been developed by SkyTeam to enable its airlines to rebook and re-issue tickets in each other’s systems during irregular operations. This improves service recovery by providing proactive solutions to passengers’ travel needs.
Frequent Flyer Programs
More than 199 million frequent flyers within the alliance now benefit from an improved accrual and redemption experience. A new auto-accrual process between member airlines is now in place to streamline data flows for efficient service delivery. Available online, this service eliminates the need to call a reservations agent and places more control of the process in the hands of the FFP member. Currently 90% of SkyTeam’s members have migrated to the new online redemption process and customers are now able use their miles to book any flight operated by these airlines.
Four New SkyTeam Exclusive Lounges in 2015
Having opened its Sydney Exclusive Lounge in January this year, SkyTeam will open three more lounges in 2015 in Dubai, Hong Kong and Beijing in addition to its existing facilities in London Heathrow and Istanbul.
Offering high-end hospitality at hubs served by multiple SkyTeam members, by the end of 2015 SkyTeam’s Exclusive Lounges are expected to welcome more than 900,000 SkyTeam Elite Plus passengers.
Other initiatives at global airports include the introduction of Fast Track security and immigration clearance, which is now in place at 39 of SkyTeam’s top 60 airports, including: Dubai, London Heathrow and Tokyo Narita.
Last Year SkyTeam introduced yoga facilities in its London Heathrow Lounge. The yoga room builds on SkyTeam’s existing relaxing lounge facilities, which also include complimentary spa treatments and massage chairs in addition to the iconic ‘green botanical wall’ that adds a breath of fresh air