Iberia Express, in collaboration with tech provider Immfly, has launched an in-seat order service.
Passengers can now order food, drinks, and other retail items through their own personal device directly to their seats, using the airline’s “Club Express Onboard” wireless portal.
The airline’s data shows that the service ‘significantly’ increases both passenger satisfaction and revenue per passenger kilometre.
“We are extremely pleased with the success of the in-seat order service,” said Isabel Rodriguez, Commercial Director at Iberia Express.
READ: IAG and Immfly secure long-term partnership
The data speaks for itself: the average order value for purchases made through in-seat order is 42% higher than traditional trolley sales and spend per head on those flights where the new system has been used has increased by 29% with orders up by 41%.
Passengers really appreciate the convenience, and these results show the significant impact this service has on both customer satisfaction and our revenue, aligning perfectly with our focus on delivering exceptional customer experiences while driving operational efficiency. It’s truly a win-win for both our passengers and our operations.
This launch builds on of Immfly’s retail platform, currently used by 15 airlines, including a partnership with other airlines in the IAG Group.
“Providing in-seat order to Iberia Express has been an exciting milestone,” said Pablo Linz, CEO at Immfly. “Our technology not only enhances the in-flight experience but also delivers measurable results in terms of higher sales and improved customer satisfaction. We look forward to continuing to innovate with Iberia Express to bring even more value to their passengers.”
The two companies have a longstanding collaboration, which began with the implementation of ‘Club Express Onboard,’ an inflight portal offering passengers a selection of entertainment and destination services, while integrating Iberia Express’s loyalty program.
In 2014, the airline became the first low-cost carrier globally to launch this platform. Since then, it has consistently improved and expanded its content.
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