PDF-File - Star Alliance Employees Portal

12network 02|10Through check-inscrutinised to improvecustomer experienceThrough check-in for both customers and bags isone area that the Alliance will focus on improvingthis year. A survey of more than 33,500 Star Alliancefrequent flyer members has returned data that theAlliance will use to begin the process of serviceimprovements.The survey results show that twothirdsof FFP members are “very satisfied”or “satisfied” with their flights, butthere are areas where satisfactiondips, and these are areas on which theAlliance plans to focus more attention.Through check-in is one such area.On average, 70 per cent of passengerssaid they received their onwardboarding passes, while 87 per centsaid their bags were checked throughto their final destinations. While thenumbers are high, there is room forimprovement.check-in, and while all of them can,there are issues with processes thatthe task force has identified that createdelivery roadblocks.”“Ialmostmissedmyconnectingflightbecausemyluggagewasnotthroughchecked.”“We put a task force in place last yearto help us understand why throughcheck-in does not always work,”said Anita Elste, Manager, Products &Services. “It’s one of the conditions ofmembership in the Alliance that carriersmust be able to offer through– passenger commentFor instance, Elste said that Webcheck-in is one area where processesneed improving. “A customer will check