Airline boosts self-serve tech

UK airline British Midland International is improving customer service with advanced Web self-service technology from Transversal, writes Net Imperative.

The solution was vital during the six-day volcanic ash disruption, when it helped over 12 000 customers with questions relating to issues such as rebooking flights.

The service allows customers to access its Web site and ask questions in their own words, using conversational language.

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The Information Technology and Innovation Foundation (ITIF) claims government policies supporting self-service automation will lead to cost savings and productivity in the next decade, says Computerworld.

ITIF says governments should resist the pleas of traditional businesses to restrict self-service operations.

The company also says the past two decades have seen rapid growth in self-service technologies like automated teller machines, online shopping and airport check-in kiosks.

KioskCom has honoured US Airways Group with its 2010 self-service excellence award in the 'best travel/hospitality deployment' category, states Biz Journal.

The award recognises the carrier's use of self-service kiosks to improve the flow of passengers at airports.

“We are committed to improving the travel experience for our passengers and understand our customers' need for check-in to be as quick and easy as possible,” says Kerry Hester, US Airways vice-president of reservations and customer-service planning.