I spent two whole days in the last month on Emirates planes, in their lounges and their airport transfers. While it is a noticeably high-touch airline, I was especially impressed with the digital aspects of the CX
They offer 4,000 channels of movies, TV shows, music and podcasts at your seat. And you can create your own playlist in their app before you fly.
Personally, I ignored those channels. I stayed connected with my iPad on the SITA OnAir WiFi. Even better, it was complimentary. We briefly lost connectivity over Greenland.
My other entertainment came from displays of its navigation system and streams from 3 cameras - one in the nose, one in the belly, one on the tail.
The Emirates airport lounges at JFK and Dubai have plenty of technology of their own. Espresso machines. Spa equipment. All kinds of scanning technology - you board directly from the lounge in many airports. The negative of such big, wide open lounges is more frequent security checks. There is an opportunity to digitally streamline that.
The airport transfers themselves had plenty of nav and safety technology including the proximity sensors and display the driver had in the clogged roads of Mumbai.
The planes have plenty of sleep aids - digital controls for your seat, mood lighting, automated drapes for your window, Bowers & Wilkins noise-canceling headsets.
It starts with the Emirates app which allows you to select your seats. Not just select them - view them in 3D and virtual reality. View your menu in multiple languages depending on your route - here's one in Hindi. Book your airport transfers. Get notified of your driver info from its transfer partners, Blacklane and Addison Lee by text and email (I did have to call once to move forward a scheduled ride).
The real difference is the blend of human and digital touch. I got a good example of that while Julie from Cork, Ireland poured me a tawny port with a smile in the lounge on the A380. Right behind me was a 55 inch display streaming live sports. I could have spent hours in those sky lounges. But there was so much else to experience right at my seat.
I hope and pray other airlines start to improve their own CX by offering even a fraction of what Emirates offers its passengers.
Comments