Low-cost carriers fight for hearts and minds

airline ratings logo A unique customer service “war” threatens to break out between Australia’s two low-cost carriers as price-focused battle for bums on seats broadens to include hearts and minds. Virgin Australia took over Tigerair last October to do battle with Qantas subsidiary Jetstar primarily on the low-fares holiday routes, but Tigerair is battling to overcome its poor record as Australia’s worst airline for consumer complaints. Tigerair now claims it has taken the lead over Jetstar, at least at the airport, following the rollout of Max Airport – a software system loaded into portable iPad units that allows airline staff to process passengers anywhere in the terminal without requiring them to queue at a counter. "With the full network roll-out of Max Airport, we believe we will have the best passenger experience at the airport of any low-cost carrier" boasts Tigerair Australia’s director of commercial, Adam Rowe.  

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Tigerair Australia starts iPad rollout to empower agents and reduce queues

Tigerair Australia has started equipping its airport agents with iPads in a move that allows staff to roam around the terminal and check-in passengers away from the traditional check-in desk. The iPads, which have the ‘MAX Airport by Levarti’ app installed on them to enable the remote processing, have initially been introduced at Melbourne Airport, and will soon be rolled out to more locations. Adam Rowe, Tigerair Australia’s Commercial Director, said: “MAX Airport will essentially mobilise ground staff to check-in passengers and print boarding passes on the spot, assist customers to change flights or purchase optional add-on items such as extra luggage or extra leg room seating. It’s an exciting innovation to be rolled out across all ports that Tigerair flies to over coming weeks.”   Rowe also explained that further functionalities will be added in the coming months to assist agents with disruption management, for instance. He added: “We’re really excited about this new technology that fits with our low cost model. "We’re confident it will streamline the check-in and boarding process, improve the customer experience and enhance our on time performance at the same time.” The rollout of iPads coincides with the launch of Tigerair’s new internet booking agent, which will make the online booking process more intuitive and seamless. http://www.futuretravelexperience.com/2015/05/tigerair-australia-starts-ipad-rollout-to-empower-agents/#
 

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Tigerair Australia announces new product enhancements to further improve the customer experience

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Tigerair Australia announced the introduction of two new customer facing innovations that will further enhance the customer experience, both at the terminal and through the online booking process.
Max Airport by Levarti is a new iPad based app that will transform the way the airline interacts with customers at the airport. Max Airport was launched at Melbourne Airport and provides check-in staff with industry leading new technology that will enable them to move out from behind the desk and engage with customers from anywhere in and around the terminal.
A new and more modern internet booking engine will go live this month to make booking travel with Tigerair more convenient and seamless than ever before.
Tigerair Australia Commercial Director, Adam Rowe, said that the Tigerair brand is all about value, choice and innovation and that the product enhancements announced are all part of the airline’s continued focus on improving the customer experience.
 

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Tigerair Australia rolling out new mobile app for airport staff to help reduce queues

  Tigerair Australia is rolling out a new tablet application in a bid to reduce queues, get its staff out from behind the checkin desk and hopefully improve the passenger experience at the airport. The low-cost-carrier has 15 tablets with the Max Airport by Levarti app installed at its biggest base Melbourne Airport. Brisbane and Sydney airports are due to follow in the coming weeks before it is eventually deployed to all Tigerair ports. Initially, Tigerair staff working at the airport will roam the terminal with the Apple iPad mini fitted with a special case that will enable them to checkin passengers, change their seats, print boarding passes and even offer extra legroom seats or luggage for sale. The tablet is also fitted with a credit card swipe to facilitate payments and a scanner that can be used to board passengers at the departure gate. Meanwhile, staff will also carry a separate mini printer to issue boarding passes.  

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