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PANEL 1: Delivering the promise of an improved passenger travel experience - The Passenger experience - greater convenience, speed and control for passengers - Giorgio DeRoni, CEO, Go Air
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The Passenger Experience:
Greater convenience, speed & control for passengers
Giorgio De RoniCEO, GoAir
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4 keys of passenger experience
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3. In-flight experience
1. Purchase experience
2. Pre-boarding experience
4. Baggage claim
experience
Passenger experience
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At GoAir we Promise 4C Advantage
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We aim to deliver some distinctive advantage to our customers who are our channel partners & passengers
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COHERENCY
Team’s service attitude
This is our working discipline
Team engagement with seamless bonding
behaviour
CO-ACTION(Synergy)
CONSISTENT
Assurance of quality excellence in all customer
visible & touch points
SuperiorityCONVERGENCE
Perceptible selling distinction in the dynamic
market
GoAir GoAir Promise Promise
4C 4C AdvantagAdvantag
ee
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COHERENCY
Multiple Integrated systems for every
Customer touch point
IT & Passenger Convenience
All applications should be seamless in delivering the
360* Customer experience
CO-ACTION(Synergy)
CONSISTENT
Deliverance of assured quality with cost optimisation
to sustain superiority in Customer experience
SuperiorityCONVERGENCE
IT Processes of highest standards in user friendliness
and minimum human intervention
GoAir GoAir Promise Promise
4C 4C AdvantagAdvantag
ee
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Passenger advantage at 3 touch points in the purchase process
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GoAir advantages unique among all LCCs
First among a budget airline to offer a loyalty
program – GoClub
A Reliable Airline: consistdently lowest
passenger complaints (0.04% in August 2013)
First in any budget airline to offers a
business class product – GoBusiness
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GoAir customer advantage motto
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This year we started a new type of highly social advertising campaign through 4 unique product offers. This campaign highly contributed to achieve high seat occupancy (79% in August) in the monsoon season.
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Unique products we offered this monsoon
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Thank youGiorgio De RoniCEO, GoAir
www.goair.in
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