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FOR Jetstar, the customer has always been at the heart of everything it does. Understanding customers' needs and experience along the journey helps the budget airline enhance their travel experience while they continue to enjoy low fares. Jetstar came in at the top among budget airlines.
Says Barathan Pasupathi, CEO, Jetstar Asia: "For a long while, we have been looking at customer experience and customer satisfaction results in the rear-view mirror. Airlines and other businesses alike have been relying on lagging indicators days or weeks after a customer's experience. With new innovative platforms, mobile solutions and new processes, we will embark on an almost real time feedback from customers. This will enable us to study and analyse leading indicators and segments of the customer experience to effectively approach key areas for attention and realignment.
"From ticket to tarmac, we have enhanced our website, pioneered an online virtual assistant service, delivered seamless check-in kiosks and bag-drop solutions. While on board, our crew's passion for our customers is key as they focus on providing care and comfort to our customers which have received international acclaim."