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British Airways executive vice president of the Americas Simon Talling-Smith argues passenger recognition allows for a more personalized experience an...
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-- -- -- airlines British Airways is facing a backlash from privacy advocates today.
Over its plans to use the Internet to create dossier is -- passengers.
The airline plans keep track of everything from your favorite drink to what you look like.
Joining me now is Simon -- Smith executive vice president a British American British Airways America thanks so much for joining us.
We appreciate -- that this isn't the type press you're expecting to get when you're trying to put better service out there right.
Well certainly -- that they have to say that this.
Initiative has really nothing to do with.
Privacy in -- we have very very well -- -- a British Airways and very careful about obligations.
For privacy and data protection.
Well this is about is making sure our customers receive an even better experience when they travel on British Airways.
An expansion which we.
Show them that we know there was a person and not just as a number who want to demonstrate.
That we know enough about that troubling history the times they -- with those experiences they've had -- does.
And we use that in conversations we have with them on board to make that experience so much better.
Heavy -- not doing this given you know the backlash that you've seen because people some people think boy you're gonna be Google in my image before I go water or creating any sort of file of information on me even down to what my preferred drinking is that what you're trying to be helpful some you know seem to find it creepy -- -- Yeah I I think some aspects of that story of condom and littlest bit beyond well programs actually got -- go straight set out what's wrong what we're actually trying to do please use information for example.
What happened on your last few Japanese Mountain View of the customer and you have been unlucky enough.
To being delayed by weather to time's running and you find yourself on board again.
I wanna -- crude comes up who speaks cheapest things themselves so -- -- That you had that experience question and would glad that you come back and give us another chance is there anything -- can do to make you more comfortable that kind of very simple conversation.
The shows that we know you we recognize you and you know and you come and be Tommy step one go to.
Sure about my answer to that would be let's get this plane rolling let's get off the ground on time -- been delayed three times all I want is to get where I'm going let's go so I don't know how does that.
How does how does your knowing that -- Frustrate or even reminding me that I was so frustrated the last -- -- that was on TV that's beneficial.
-- well I have to say the experience that we have with a -- -- so far we've been running this program for several months now is overwhelmingly positive.
For another example we take -- -- to have something for the first time -- say in business class we have an award winning business class flatbed seat.
And our -- can come up.
When the customers talking themselves -- getting ready for the flight and say it's a second due to help you understand how we use this -- -- buttons and he would sinful that we did.
People who really appreciate that personal touch and he's going done extremely well with customers don't let anybody complain about it.
Yeah what are you keep track of people's -- what they're drinking.
No we don't do that you don't do that -- that was just a fabrication.
And before I let you go let me just ask you about the overall health of the airline industry right now so we don't spend all of our time talking about this program.
Obviously it has been difficult times but we've seen so much capacity taken out of the system.
I'd never seen -- do you see any longer is it good times now get the airline industry.
Yeah I mean I think what -- what we're seeing is that people continue to fly.
That business people continue to see the value of going and doing business face to face and being in front of that customers.
And that people of course right now won't take vacations in Europe and the UK -- -- -- -- -- very excited -- -- Ahead of the -- twelve Olympics and the flying that in their -- Alright Simon thank you for coming on the program -- straining us now we appreciate it.
