Every flight attendant has a tablet full of information about passengers: what they know about us
It is human nature to want to know what people say and know about them. You may not know this, but the flight attendants on your flight have iPads chock-full of information about you. But don't worry, they don't send it anywhere. What information do flight attendants have about you? Travel and Leisure.
The Passenger Information List (PIL) and Passenger+ systems emerged as a way for flight attendants to identify passengers and even help them rebook tickets mid-flight. Today, flight attendants can see a wealth of data about every passenger in the cabin. Each airline's system displays different information, but there is some data that has become the industry standard for sharing with crew.
“I can use the seat map to see if there are available seats that customers with limited mobility may need,” said British Airways employee Sally Kennedy.
While flight attendants can't see how much you paid for your ticket, they do have information about whether you're a frequent airline passenger and, if so, what your status is.
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“Just yesterday, the crew iPad on my British Airways flight alerted the crew that I had upgraded to British Airways Executive Club Gold status and earned 2500 points,” wrote Gilbert Ott of God Save the Points. “Before takeoff, I received a pleasant thank you for my loyalty.”
Other airlines such as United use this system to track customer satisfaction. If passengers complete a satisfaction survey after a flight, flight attendants can view the history of the last five flights. If a passenger consistently reports dissatisfaction with the service, flight attendants will be notified. They often go out of their way to "please" the passenger with gestures of goodwill.
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Flight attendants can use saved airline data to wish you a happy birthday or a couple's anniversary. They may even know that you usually grab a glass of white wine on takeoff.
The customer experience on board is becoming more and more personal. Even in-flight entertainment systems are becoming significantly customizable. Last year, Singapore Airlines introduced a new in-flight entertainment system that will allow passengers to continue watching movies from where they left off on their last flight.
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