Service, Product, Awards
• Digitalization drive at Austrian Airlines enters its next stage
• Further improvement of its onboard gamification offering
• Digital customer touchpoints will be continuously expanded
• Austrian Airlines is the test case for digital projects in the Lufthansa Group
In the year 2018 Austrian Airlines introduced the first prototype of the so-called “Onboard Community” with the name “CleverTogether” on board in cooperation with the Vienna-based social media agency Ambuzzador. They jointly defined the goal of creating a platform for providing Austrian Airlines customers with additional information on their travel destinations during their journeys and to make their trips more entertaining through gamification. In return, they wanted customer feedback based on live testing on board to further develop the platform and thus find out more about the needs of Austrian Airlines passengers. Effective immediately, this tool has been expanded in the next phase to fifteen destinations served by the Austrian Airlines Airbus fleet. The digital offering is diverse, whether this encompasses the community quiz, destination tips of fellow travelers or booking flight transfers on board.
“The test phases of the Onboard Community have shown that gamification and quizzes are the most highly valued by our customers. Travel tips by passengers for other passengers were also big hits. We also tested an onboard chat for a short time, but this was not well received. For this reason, we will do without this in the future. The courage to make mistakes and learn from them is an important part of the innovation strategy of Austrian Airlines”, says Innovation Manager Julian Fischer in commenting on this development. The objective is to use the community to turn unknown infrequent flyers into familiar frequent flyers, he adds.
Get a glimpse of the Onboard Community here: You will be directed to a possibly non-accessible site. Take care. Be careful.www.onboardcommunity.com
Digital offering expanded in a speedboat approach
Austrian Airlines often serves as a test case for digitalization projects within the Lufthansa Group and on the Austrian market. For example, the chatbot “My Austrian Messenger” was the basis for the Lufthansa Group chatbots now in use by Lufthansa, SWISS and Austrian Airlines. Austrian Airlines was also the pioneer for the 360-degree views on board.
Moreover, Austrian Airlines became the very first airline in the world to make its entire aircraft fleet “viewable” online. In this way, the selection of travel class, the suitable seat and so-called ancillary services such as DO & CO á la carte meals by customers is facilitated. Just in time for the main travel season, Austrian Airlines has continued its digitalization drive by expanding the digital offering in the lounges at Vienna Airport. Immediately after logging into the lounge WLAN of Austrian Airlines, the “LoungeNet” portal automatically appears and shows the passenger the flight destination, departure time and gate by means of entering the flight number. In addition, it offers extensive lounge information and numerous services related to the flight. Accordingly, Austrian Airlines passengers can conveniently access the eJournals downloading, inform themselves about the lounge printing service and discover destination-specific travel guides.
Please address inquiries to:
AUSTRIAN AIRLINES
Tanja Gruber
Telephone +43 (0)5 1766-11211
tanja.gruber@austrian.com
https://www.austrianairlines.ag/Press/