Unknown to the general public, the Skypriority Panel application which allows passengers to rate their experience in airports and on flights of the Skyteam alliance member airlines has just been revamped.
Skypriority Panel in brief
According to the alliance’s statement:
“Customer insight is key. That’s why we have upgraded our innovative app to put more tools at customers’ fingertips, so they can tell SkyTeam what they think of each touchpoint on their airport journey“, said Christian Oberlé, SkyTeam’s Chief Experience Officer. “This combination of feedback and technology means we can work closely with our members to deliver a reshaped travel experience that exceeds customer expectations.”
How SkyTeam’s SkyPriority Panel Audit App works:
- Elite Plus Frequent Flyers, First and Business Class customers download the app to their mobile phones and register
- As they navigate the airport, they use the app to answer speedy ‘yes/no’ surveys or add more detailed reviews and photos
- Information is fed back to relevant member airlines and lounge teams.
- Audits are entirely voluntary
- The SkyPriority Panel Audit App is available in Arabic, Czech, Simplified Chinese, Traditional Chinese, Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Romanian, Russian, Spanish, Vietnamese.
Our experience with Skypriority Panel
We installed and tested Skypriority Panel and were surprised to say the least.
Initially the application asks you to create an account by giving your email address and then asks you which programme you are a member of and your status in that programme.
From here you can share observations and give ratings.
Nothing but normal? There were two things that surprised us (unless we missed something).
– At no time is our membership number requested and this account is in no way linked to your account on the loyalty programme. So in theory anyone can create an account despite the eligibility rules.
– I began a mock observation. I am asked for my flight number but since the account does not have access to my reservations I can put in anything. I may not even put a flight number. No guarantee that I won’t do fake reviews from my lounge.
I have not pursued this further but it seems somewhat surprising in terms of authenticity of the reviews that will be fed back to the alliance and the airlines concerned.
Bottom line
A little-known application allows you to share with Skyteam and its member airlines reviews of flights on the alliance’s airlines.
But the lack of authentication of users in relation to their loyalty programme and the absence of a link between the person’s bookings and the reviews he makes calls into question the quality of the reviews that will be sent.
Articles similaires
Delta goes all out in economy class
Passenger experience: low-cost is not the problem, low-care is!
Airlines and airports need to work better together to improve the customer experience
Which are the friendliest airports in Europe?
