Passengers travelling on Star Alliance carriers will eventually be able to access everything they need to know about any of the group's 28 members through the app or website of their preferred airline, under a new digital services platform that is being rolled out this year and next.
This is part of a drive to improve and simplify the customer experience through the use of technology, Star Alliance director of digital and e-services Jeremy Drury told delegates attending today's Passenger Experience Conference.
"Customer information will be able to be passed from one carrier to another. We want to make sure the channel a customer chooses is the channel that customer can stay in," Drury says. "We shouldn't expect customers to download 28 applications when they can work through one member's channel to get everything they need."
One of the first services to be added to the digital platform was seat selection. The ultimate aim is to enable passengers to use the app or website of a single alliance member airline to do things such as navigate their way through airports to connect to other carriers, or redeem loyalty points.
The use of blockchain, which Drury describes as "the perfect alliance product", is being examined for the future, but Drury says it is not ready yet.
"This is an ideal technology, but there is still some way to go [for it] to come to fruition. We've already started looking in that direction," he adds.
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Source: Flight Daily News
