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Service Robot Contributes to Airline Award

by Pieter Werner

Hainan Airlines has maintained its SKYTRAX Five-Star Airline rating for the thirteenth consecutive year, receiving multiple accolades at the World Award 2024 in London. The airline was honored with awards for Best Airline in China, Best Airlines Staff Service in China, and Best Business Class Comfort Amenities. One of the awarded aspects was the use of an intelligent customer service robot powered by big data and artificial intelligence.

Edward Plaisted, Chairman of Skytrax, praised Hainan Airlines for its achievements, highlighting the airline’s consistent performance and commitment to excellence. Zhu Tao, Chairman of Hainan Airlines, expressed gratitude for the recognition, attributing it to the airline’s dedication to product innovation and staff excellence. He emphasized Hainan Airlines’ focus on service innovation, eco-friendly operations, and providing exceptional travel experiences.

A key factor in Hainan Airlines’ success this year has been the implementation of an intelligent customer service robot, powered by big data and artificial intelligence technology. This robot has significantly enhanced the airline’s service capabilities, providing travelers with seamless support for baggage inquiries, air-ground connectivity, and other customer service needs. The advanced technology underpinning this service innovation has contributed to the airline’s recognition in the Best Airlines Staff Service in China category.

Since becoming part of the Liaoning Fangda Group, Hainan Airlines has reached a milestone of 10 million consecutive safe flight hours, earning the “Flight Safety Diamond Award” from the Civil Aviation Administration of China. The airline has also expanded its route network and service offerings, operating nearly 500 domestic routes and over 40 international and regional routes for the 2024 summer and autumn seasons.

In addition to the service robot, Hainan Airlines has implemented various technological upgrades to enhance its services. These include a nationwide baggage tracking system and a 787-9 fleet with advanced air-ground interconnection services. These innovations aim to improve the overall travel experience for passengers.

The airline has collaborated with InterContinental Hotels Group to introduce new Chinese meals for Business Class passengers and has integrated Sofitel Hotels’ MyBed™ bedding experience into its Business Class. Additionally, the airline’s “Simplified Business” service offers enhanced self-service check-in, online check-in, and baggage tracking features. Hainan Airlines has also launched a Pet Cabin Care service on select domestic flights, allowing passengers to travel with their pets in the cabin under certain conditions.


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