Program: Airport/In-Flight Marketing

End Client: Aircell, LLC - Gogo Wireless Internet

Objective:

To provide highly professional and technologically-savvy staff for in-flight Aircell programs including large-scale project management, program development, on-site staff training, flight coordination and data capture.

Parameters:

• 3 Aircell partners serviced: Armerican Airlines, Delta, and Virgin America.
• Airport locations: JFK/LGA-based (New York City). CSRs traveled to LAX (Los Angeles), SFO (San Francisco), DCA (Washington D.C.), BOS (Boston), and LAS (Las Vegas).
• 144 total flights.
• 24 total CSRs, 3 back-ups.

Timing:

• Ongoing program spanning over 2 years.
• Program conducted in 4 to 12 week intervals.

Program Elements:

• Highly technology-savvy, professional and articulate staff members.
• Coordinated day-long NYC-based in-person training with Aircell while managing program technology (laptops/Blackberry’s) for all staff.
• Provided staff device distribution and management, flight purchase and coordination, data capture and daily data delivery to Aircell. Real-time flight status monitoring, staff flight check-in and in-person 5 day launch supervision (for AA and Delta) by EPS project manager.
• 5 month strategic planning support and program development prior to launch on AA, including: reporting form/procedure creation, flight schedule planning/creation, training content creation and development, content presentation at training, management of training documentation (filming), and CSR travel management procedures.

Results:

• Program was a clear success in target number of flights covered and flight objectives.
• Exceeded overall client satisfaction with personalized service to in-flight passengers
• The success of the program expanded the campaign from a one month, single airline event to a large scale 2 year, ongoing partnership between EPS and Aircell.

Breakthrough:

Aircell and EPS partnered up to create the first in-flight customer service representative experiential campaign.