New Lumo in da house!
Jan 28, 2019, 2:49 am
#376
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,598
If so, then I really do wonder what they have on me, as they
a) never chat with me or even recognize me as a tier member or repeat customer in anyway
b) go above and beyond to seat someone in the "blocked seat" next to me
c) either think I speak Finnish or that I am death-mute so no need for speaking
d) have no clue to what paper I'd like to read
So I guess when they click my seat-icon they see "Grumpy deaf-mute who buys revenue J tickets anyway so we don't even have to try?"
But seriously, I wonder if they really collect anything special. I do know that CS and others has a display of some key facts from your membership, like how many years you have had your status. And probalby some transactional summaries like "last flight" et.c.
But other personal data? I do wonder. In fact, I promoted an idea a few years ago that they should use "preferred language of communication". It could be very useful both in CS and onboard. And everyone said "oh no, then can't/won't do that".
For instance, they could have HBL ready for me as that is the only paper I ever read onboard. But it usually is a fight to get it. First they offer a Finnish gossip-rag, then I ask for HBL, (sometimes need to phrase it in my very poor Finnish ), then they say "we don't have it". Then they go and look for it and find 20 copies untouched in an overhead.
If they really store useful stuff on people's profiles, this would be the first thing to fix. It would be enormously more useful than "I think I saw your face on another flight".
a) never chat with me or even recognize me as a tier member or repeat customer in anyway
b) go above and beyond to seat someone in the "blocked seat" next to me
c) either think I speak Finnish or that I am death-mute so no need for speaking
d) have no clue to what paper I'd like to read
So I guess when they click my seat-icon they see "Grumpy deaf-mute who buys revenue J tickets anyway so we don't even have to try?"
But seriously, I wonder if they really collect anything special. I do know that CS and others has a display of some key facts from your membership, like how many years you have had your status. And probalby some transactional summaries like "last flight" et.c.
But other personal data? I do wonder. In fact, I promoted an idea a few years ago that they should use "preferred language of communication". It could be very useful both in CS and onboard. And everyone said "oh no, then can't/won't do that".
For instance, they could have HBL ready for me as that is the only paper I ever read onboard. But it usually is a fight to get it. First they offer a Finnish gossip-rag, then I ask for HBL, (sometimes need to phrase it in my very poor Finnish ), then they say "we don't have it". Then they go and look for it and find 20 copies untouched in an overhead.
If they really store useful stuff on people's profiles, this would be the first thing to fix. It would be enormously more useful than "I think I saw your face on another flight".
Jan 28, 2019, 2:50 am
#377
Join Date: Jan 2014
Location: C2
Programs: AY ex-Lumo, TK Elite, BT VIP, ITA Executive
Posts: 1,157
If so, then I really do wonder what they have on me, as they
a) never chat with me or even recognize me as a tier member or repeat customer in anyway
b) go above and beyond to seat someone in the "blocked seat" next to me
c) either think I speak Finnish or that I am death-mute so no need for speaking
d) have no clue to what paper I'd like to read
So I guess when they click my seat-icon they see "Grumpy deaf-mute who buys revenue J tickets anyway so we don't even have to try?"
But seriously, I wonder if they really collect anything special. I do know that CS and others has a display of some key facts from your membership, like how many years you have had your status. And probalby some transactional summaries like "last flight" et.c.
But other personal data? I do wonder. In fact, I promoted an idea a few years ago that they should use "preferred language of communication". It could be very useful both in CS and onboard. And everyone said "oh no, then can't/won't do that".
For instance, they could have HBL ready for me as that is the only paper I ever read onboard. But it usually is a fight to get it. First they offer a Finnish gossip-rag, then I ask for HBL, (sometimes need to phrase it in my very poor Finnish ), then they say "we don't have it". Then they go and look for it and find 20 copies untouched in an overhead.
If they really store useful stuff on people's profiles, this would be the first thing to fix. It would be enormously more useful than "I think I saw your face on another flight".
a) never chat with me or even recognize me as a tier member or repeat customer in anyway
b) go above and beyond to seat someone in the "blocked seat" next to me
c) either think I speak Finnish or that I am death-mute so no need for speaking
d) have no clue to what paper I'd like to read
So I guess when they click my seat-icon they see "Grumpy deaf-mute who buys revenue J tickets anyway so we don't even have to try?"
But seriously, I wonder if they really collect anything special. I do know that CS and others has a display of some key facts from your membership, like how many years you have had your status. And probalby some transactional summaries like "last flight" et.c.
But other personal data? I do wonder. In fact, I promoted an idea a few years ago that they should use "preferred language of communication". It could be very useful both in CS and onboard. And everyone said "oh no, then can't/won't do that".
For instance, they could have HBL ready for me as that is the only paper I ever read onboard. But it usually is a fight to get it. First they offer a Finnish gossip-rag, then I ask for HBL, (sometimes need to phrase it in my very poor Finnish ), then they say "we don't have it". Then they go and look for it and find 20 copies untouched in an overhead.
If they really store useful stuff on people's profiles, this would be the first thing to fix. It would be enormously more useful than "I think I saw your face on another flight".
Same could apply for SkyBistro - it's not that many items, so why not to have a roll-up option - "Thank you for your loyalty. Can I serve you your favourite champagne, or is it to be a different drink today? ...Enjoy
".
Jan 28, 2019, 3:12 am
#379
Join Date: May 2013
Location: HEL
Programs: AY Plat (OWE), SK EBG (*A Gold), KQ Plat (STE+), Accor Plat
Posts: 3,157
It’s a thin line between being courteous or disrespectful when using data:
”I’m sorry I can’t serve you your favourite, vodka, today as this is a domestic flight and it’s not even nine o’clock!”
”I’m sorry I can’t serve you your favourite, vodka, today as this is a domestic flight and it’s not even nine o’clock!”
Jan 28, 2019, 3:19 am
#380
Join Date: Jan 2006
Location: Helsinki-Vantaa APT, Finland
Programs: AY LUMO
Posts: 6,056
Jan 28, 2019, 11:27 am
#382
Join Date: May 2014
Location: HEL
Programs: AY+Plat, ALL Plat, Scandic L2
Posts: 3,620
My real name looks and sounds as French as one could, and yet, the FA never gets it right, or does not trust their intuition or whatever. I understand that they offer F.T. in addition to Les Échos at CDG. But why would I want De Standaard rather than Le Soir
Lets see. I am supposed to fly AY1543 later this week. If it does not get cancelled, as it so often does
Jan 28, 2019, 12:27 pm
#383
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
Yeah, I'm very often greeted in English, and sometimes offered the FT. They definitely haven't looked at any language preference info beforehand, if it's available to them.
Jan 28, 2019, 1:40 pm
#384
Join Date: Feb 2001
Location: HEL
Programs: AY Plat Lumo, SK Gold
Posts: 954
I once sent AY feedback that they could show the preferred language of AY+ members on the POS device so the cabin crew wouldn't have to guess (or create a separate map on paper for the languages, as they sometimes do in LH J).
I don't know how difficult it is for the cabin crew to find out details from your AY+ profile, but obviously they don't do that for us mortals. I just guessed they might for Lumos Anyhow, the AY senior managers working with analytics are bragging about how sophisticated systems they have created. Well, in the future we will probably see a lot of development on that front.
I don't know how difficult it is for the cabin crew to find out details from your AY+ profile, but obviously they don't do that for us mortals. I just guessed they might for Lumos
Anyhow, the AY senior managers working with analytics are bragging about how sophisticated systems they have created. Well, in the future we will probably see a lot of development on that front.
Jan 28, 2019, 3:03 pm
#385
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,174
I actually feel a bit worried if what you've been told is true. I've been in companies where entire departments did this kind of navel-studies, sitting in the HQ "bunker" far away from the real world, spending time and a lot of money inventing fantastic systems that would never fly. (pun not intended!)
I heard a lot of this already 1,5 years ago at a meeting in HOTT, so one wonders when that future will come...
Jan 28, 2019, 3:27 pm
#386
Join Date: Apr 2012
Location: HEL
Programs: BA Gold, OZ Diamond, LH Silver
Posts: 553
That is a great idea! Imagine something like a little flag on each AY+ member's icon on the POS device so cabin crew can easily see each member's preferred language without any additional clicks or checks. I can't see how that would be impossible to implement but it would surely make for an added touch in service.
Jan 28, 2019, 3:46 pm
#387
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,174
The difficulty may lie with staff, not technology. If implemented, it should be a consistent experience. Some staff have multiple flag emblems on their uniform, but they are only comfortable in their mother tounge. They will likely ignore any technolgy and keep business as usual.
Jan 29, 2019, 1:12 am
#388
Join Date: Jul 2017
Programs: AY Plat Lumo, LX SEN, Marriott Titanium
Posts: 466
I once sent AY feedback that they could show the preferred language of AY+ members on the POS device so the cabin crew wouldn't have to guess (or create a separate map on paper for the languages, as they sometimes do in LH J).
I don't know how difficult it is for the cabin crew to find out details from your AY+ profile, but obviously they don't do that for us mortals. I just guessed they might for Lumos Anyhow, the AY senior managers working with analytics are bragging about how sophisticated systems they have created. Well, in the future we will probably see a lot of development on that front.
I don't know how difficult it is for the cabin crew to find out details from your AY+ profile, but obviously they don't do that for us mortals. I just guessed they might for Lumos
Anyhow, the AY senior managers working with analytics are bragging about how sophisticated systems they have created. Well, in the future we will probably see a lot of development on that front.
Jan 29, 2019, 1:50 am
#389
Join Date: Jan 2018
Location: HEL
Programs: Drawer of Cards
Posts: 423
I can confirm they don't have or look at the data/profile.
Im Chinese, fly FI-CN/SG like every two months, and sometimes I want to purchase stuff (inbound to Hel) but their are in pre-order not onboard, the cabin crew has told me 5+ times maybe you could pre order it the flight back to China/Asia?
Or when they greet me on the outbound from Hel," how was your trip in helsinki?" ( I was like ???? i live here!!)
And they definitely dont know i speak broken Finnish too.
Im Chinese, fly FI-CN/SG like every two months, and sometimes I want to purchase stuff (inbound to Hel) but their are in pre-order not onboard, the cabin crew has told me 5+ times maybe you could pre order it the flight back to China/Asia?
Or when they greet me on the outbound from Hel," how was your trip in helsinki?" ( I was like ???? i live here!!)
And they definitely dont know i speak broken Finnish too.
Jan 29, 2019, 9:04 am
#390
Join Date: May 2014
Location: HEL
Programs: AY+Plat, ALL Plat, Scandic L2
Posts: 3,620
When flying to HEL, I often get asked where I am continuing to, or what I am transfering onto - because obviously I could not possibly be headed to HEL.
So I answer: Espoo or Kehärata respectively.
So I answer: Espoo or Kehärata respectively.