Alpha Flight Guru Travel Blog
07.9.2012

Is BA Googling You?

Posted By Wilton0 Comments

Business is getting more personal – or personalized – at British Airways this year with the launch of their Know Me program. Having been designed “over several years,” the customer service program has fitted crew members with roughly 2,000 iPads that may be used to Google and virtually identify VIP passengers so that “as soon as they enter the airport or aircraft, [crew members] can proactively approach them.”

 

Simon Talling-Smith, BA’s executive vice president of the Americas, told reporters “We put this program together so we can demonstrate to frequent customers that we do know them and can anticipate their needs and deliver the service they expect.” Virtual information that is gathered about important clients is then stored in a database and used to make the frequent flier’s experience more personalized.

 

For instance, if you’re a first time business class flyer on BA, crew members can provide a personal welcome and explanation of cabin benefits. Or, for those of us who have put up with a lengthy tarmac wait or weather delay – we’ll find a generous thank you for the continued patronage the next time we board.

 

While it doesn’t sound too awful, especially given that the airline can only garner access to already public information that is available to everyone on the web, not everyone is so thrilled about the “virtual stalking.” But what many may not know is that this is by no means a new practice – the hotel industry has been doing it for years! And hey, what’s wrong with improved service?