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Taking back the experience into your own hands
Couple days ago I was flying from London to Stockholm with Norwegian Air. Having booked the ticket online I was somewhat frustrated that the airline did not offer online check-in and warned me to turn up early and do my check-in at the airport, even though I was flying with hand luggage only.
I needn’t have worried. I was met with self service check-in kiosks and it took me just couple minutes to complete the check-in. With my boarding card in hand, I proceeded to the security check-point.
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Gatwick Airport has recently introduced automated boarding pass gates, efficiently removing those waiting lines when the airport staff scans your boarding card before you move on to the security check point, at which point my first human interaction happened in this journey.
All in all, my journey through the airport to the departure gates lasted possibly less than 10 minutes.
Norwegian Air is the first airline in Europe to offer free wi-fi to its passengers. I was quite excited to connect my devices to the World Wide Web few thousand miles in the air, so excited in fact, that my finger tips froze above the keyboard as for a moment I couldn’t figure out what to do next - so many possibilities lay ahead. Then it hit me – I should book my Arlanda Express ticket, so I wouldn’t need to look for a ticket machine when I land.
And so I did. Booking confirmation advised me that my credit card, or even my ID card, is now my ticket. So after we landed I went straight ahead to the train station and boarded the Arlanda Express, where, by the way, passengers can also connect to free wi-fi. So while I was whisked to Stockholm, I checked my emails, tweeted and updated my facebook status praising technology for seamless and excellent customer experience.
Technology allowed me to be in control of my own customer experience, which I have to say, I liked very much.
What is your experience?
Yours,
Milda Manomaityte
Editor of Customer Experience Magazine
