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British Airways improves customer service with mobile bar code

July 20, 2010

British Airways mobile site

British Airways mobile site

British Airways has jumped on the mobile bar code bandwagon in an effort to improve its customer service efforts.

Customers can now save time and check-in for flights using their mobile devices. IPhone users can use the Executive Club application to display mobile boarding passes on their phones, which can be scanned at check-in to speed up and enhance the boarding process.

“The recognition is that by 2015 1 billion people who travel will have smartphones so we are offering this special application for their benefit,” said John Lampl, spokesman at British Airways, Waterside, Britain. 

The British Airways application is compatible with iPhone, Android and BlackBerry devices.

Users get instant access to their Executive Club details and updates on flights.

Since the iPhone application’s launch last week, more than half a million Britain-based customers have downloaded it from iTunes.

The new application ensures customers have even greater functionality and have access to real flight information about their upcoming bookings, full integration with their Executive Club details and easily and smoothly guide customers through each stage of their flight process.

The application provides improved flight information, a dedicated travel news section, frequently asked questions, a Twitter news feed for iPhone users, and a link to the mobile Web site.

Functionality to allow customers to board using electronic boarding cards is being rolled out on both domestic and international routes.

“The mobile environment is becoming more and more important and the challenge we are trying to address is putting the customer in control and letting them stay one step ahead of the travel planning process,” he said.

“This app is for the customer’s benefit,” he said.

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Giselle Tsirulnik is senior editor at Mobile Commerce Daily and Mobile Marketer. Reach her at

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