The passenger experience is crucial in modern air travel as it can be a make-or-break factor for attracting and retaining customers. That’s why airlines utilize advanced technology and multiple methods to ensure an exceptional user experience.
Thales Group stands as one of the primary providers of such technology, and today we will learn more about this company and its impact on improving airlines’ processes to deliver great experiences.
What is Thales Group?
Thales Group is a multinational company headquartered in France, operating across various industries, with a primary focus on aerospace, defense, and security technologies. It is a major player in the global aerospace and defense market.
Thales designs and manufactures a wide range of products and solutions, including systems for air traffic management, avionics, communication systems, cybersecurity, radar and sonar systems, surveillance, and transportation systems.
The company was founded in 2000 through the merger of two French companies, Thomson-CSF and Dassault Électronique, though its roots can be traced back to the 19th century with the establishment of various predecessor companies.
Thales Group boasts a significant global presence, with operations in more than 56 countries and tens of thousands of employees. Governments, military forces, civil aviation authorities, and various industries worldwide rely on their products and services.
Did You Know?…
Thales Group takes its name from the ancient Greek philosopher Thales of Miletus, considered one of history’s first scientists and philosophers.
Notable Technology by Thales for Airlines Passenger Satisfaction
ThalesGroup has developed a series of software and hardware solutions to enable airlines to provide excellent service to their passengers. These solutions are user-centered and exemplify how ingenuity and technology can enhance the customer experience.
Some of their most notable products are:
Thales InFlyt Experience:
In-Flight Entertainment: Passengers can enjoy a wide range of entertainment options, creating an immersive and enjoyable journey with state-of-the-art technology and dedicated software.
Connectivity: Thales’ nose-to-tail aircraft connectivity and in-flight services ensure comprehensive connectivity during the flight for optimized operations.
Services: Thales offers maintenance and service solutions catering to airlines’ diverse needs, supporting them with a range of options.
Thales Travel Assistant (TTA):
A versatile tool providing passengers with essential information, elevating their travel experience with details like flight status, gate information, meal service, and COVID-19 protocols.
Fly to Gate Biometrics:
Thales’s Fly to Gate biometric journey, based on IATA’s OneID concept, offers a touchless and seamless airport experience, allowing passengers to navigate checkpoints with facial recognition.
How QuestionPro Collaborated with Thales Group to Enhance Their Products and Services
QuestionPro and Thales Group joined forces to provide technology to various airlines, enabling continuous improvement of their services. Data collection was a critical focus, and QuestionPro played a crucial role in developing a complete solution that meets the diverse needs of Thales’ clients.
Collaborative efforts included:
- Devising a solution to manage surveys and transmit data from airplanes to the cloud.
- Integrating the survey software with the IFE architecture, complying with stringent US/Europe data security & privacy laws, including GDPR.
- Enabling Thales to connect customer experience and employee engagement.
- Analyzing the customer journey across different segments and classes.
The Result:
- Thales became an indispensable part of critical decision-making processes.
- A tailor-made solution based on a licensing model, reducing capital costs.
- An advanced technical solution flow aligned with business goals and strategy.
- Comprehensive customer feedback and data collection system for effective CX evaluation.
This solution benefited over 80 airlines, including Emirates, Qatar Airways, and American Airlines, providing a feedback model for real-time service delivery improvements, swift responses to customer needs, identification of promoters, passives, and detractors based on NPS, uncovering hidden bottlenecks, and aggregating CX data for in-depth cloud-based analytics.
If you want to read the complete case study, we invite you to download the PDF and discover all the details of this incredible project.
Start using technology to your advantage today!
Technology is not limited to large airlines or exclusive hardware; airlines can leverage other technologies like QuestionPro’s products and solutions to collect valuable insights and understand passenger perceptions.
With QuestionPro surveys, you can effortlessly collect instant feedback and respond in real-time, bridging experience gaps and ensuring unforgettable moments throughout the Airlines Patient Journey.
QuestionPro SuiteCX provides an ideal tool for creating passenger journey maps easily with various templates and functions, allowing you to gather information and design a visual representation of your passengers’ entire journey.
If you’re interested in delving into passenger perceptions, QuestionPro offers a wide range of tools and services to support your next great project. Contact us now, and our advisors will guide you in achieving customer satisfaction excellence.
