Creating a sense of predictability for your passengers is the key to creating brand loyalty. An example of this is Delta’s use of the “Your aircraft has been thoroughly cleaned and sanitized” bulletin before boarding. They still adhere to their pandemic like messaging because it provides a constant in the traveling experience. Passengers expect the aircraft to be “thoroughly cleaned and inspected” each and every flight from here on out. 

This directly co-insides  with what the pandemic brought to the traveling experience in the sense of cleanliness. No longer are the days where seat back pockets were filled with treasures of the last passenger. Turn-cleans are most important as they are during the busiest times of the day for travelers. Creating a positive impression for passengers and setting the tone for their next travel experience with your airline is the way to build brand loyalty and trust.

To have continued efforts and focus on elevated traveling experiences, finding a suitable service partner that understands the 360 scope of your airline brand image, customer expectations and the product in which you are selling makes a substantial difference. A suitable airline service partner should embody two key pillars of providing quality service, assisting you in providing exceptional experiences for your customers.

Utilizing technology and data:

From realtime feedback of employee and task efficiency to use of modern disinfection technologies like UV light devices, implementing technology and data into current operations leads to better, more efficient practices and improves the overall experience for your customer. A partnering app like Springshot gives service partners the ability to monitor task progression, providing overall data on task efficiency to enable management to make smarter decisions with manpower, schedules and flow of work. 

Specialized Service Teams:

The value of specialized service teams enables service partners to divide and conquer, leading to a more efficient and quality product, whether that is ground handling, turn-cleans or overnight deep cleans. Utilizing teams to carry out specific functions and tasks creates a unique sense of responsibility. The right service partner understands that not all manpower should be utilized for every function of airline service. Developing a team and a process specific to a function of service is key to creating a better overall experience. For example, a service partner may provide a handful of services for an airline, from turn-cleans to janitorial to deep cleans to ground handling. The team responsible for night time operations of the aircraft (Ground Handling, RON Clean) should not be the same team associated with the deep clean operations of that aircraft. This ensures that the manpower is utilized in the right way at the right time and delivers on quality rather than “just getting it done”.