Hero #18

Cabin Crew Mobile Solution

Air Tahiti Nui selected Intelligent Pathways' cabin crew mobile solution Jetstream for their Flight Attendant tablet.

Air Tahiti Nui

Objective

Air Tahiti Nui (ATN) wanted to improve communication between Flight Attendants and the different departments on the ground to ensure operational follow up and improve customer services. They also wanted to reduce paper and make the flight reporting process easier for their crew.

Solution

ATN selected Jetstream (branded ENGAGE by our reseller digEcor) for their Flight Attendant tablet. ENGAGE is leveraged by ATN Flight Attendants pre-flight for crew briefing, task assignment and door positioning. In-flight they use ENGAGE Forms for their operational reporting and the ENGAGE Cabin features to quickly identify passengers, gather information on passenger preferences and to manage special needs, meals and seat changes. ENGAGE is also used to access flight related documentation ranging from inflight service to air transport regulations.

Cabin Crew Department Manager, Eric Delcuvellerie, said “we selected ENGAGE for its ease of use and comprehensive feature set. We also found the ENGAGE team to be very reactive and ready to accommodate our development and commercial needs.”

Implementation

Prior to implementation, ATN took advantage of the free demo ENGAGE app to create awareness and excitement around the product throughout the organisation.

The implementation process was forecast over a 4 month period, however ATN decided to extend this by a few extra months to support their change management process and to develop their own ATN customised training material which has ensured high user acceptance and satisfaction of the solution.

The technology department found the implementation of ENGAGE to be a straightforward process with only a handful of people required for the implementation including:

  • Chief Information Officer
  • IT Project Manager
  • Software Developer
  • System Administrator
  • Trainer

Outcomes

The early benefits of ENGAGE to Air Tahiti Nui’s business are largely coming from the efficiencies they have gained around their operational reporting. The time taken to process data from their Flight Report has reduced from up to 6 days to hours, minutes or in some cases instantly. This is giving ATN a tremendous gain in reactivity in every domain of their business including safety, security, customer complaints, maintenance and catering.

ATN Flight Attendants are finding the solution very instinctive and say the solution is helping them to deliver better and more personalized service to their customers. One of ATN’s Chief Purser’s recalled a recent example where “ENGAGE was indicating that it was one of our passengers’ birthday. We brought her a glass of champagne and a pastry from Business Class and wished her a happy birthday. She was surprised and genuinely moved. She thanked us and said it was the first time she couldn’t celebrate her birthday with family and that this simple gesture on our part made her feel better and less sad to be away from home.”

System Integrations

  • Amadeus Departure Control Service
  • ATN Active Directory

About Air Tahiti Nui

ATN was founded in 1996 to connect the world to the islands of Tahiti. Their fleet of five Airbus A340-300s provides service to Tahiti from Paris, Los Angeles, Auckland and Tokyo. With partnership and codeshare agreements, they’ve extended that route network to include 39 major cities around the world, including Sydney and New York.