Emirates chooses Windows 8

Airline uses in-flight mobile application to enhance customer service & crew management

17 Feb 2014

To ensure safe and enjoyable travel, Emirates pursers, who lead the cabin crew, use a mission-critical application running on a laptop in the galley. IT staff redesigned the application to run on Windows 8 and deployed it on HP ElitePad 900 tablets. Pursers gained a touch-enabled application with passenger and cabin crew data on a device they can carry through the cabin to provide immediate, personal service and better monitor cabin crews' performance.

Emirates is an international airline built on a foundation of outstanding customer service. To deliver the best in-flight experience, pursers use laptops running a proprietary application called Knowledge- driven In-flight Solution (KIS). "We don't send a plane away without a KIS laptop onboard," says Kevin Griffiths, Senior Vice President, Cabin Crew at Emirates. "With information on passengers and crew members, it is a mission-critical tool for our 900 pursers. They use it to brief the cabin crew before each flight so that the team can deliver an amazing customer experience, every time."

However, the laptops were bulky to use on a full flight. "The laptops had to be unpacked and plugged in because they had a short battery life," says Anita Grillo, Purser for Emirates. "We had to ask passengers to come back to the galley to verify information, and passengers would have to wait until we clicked through pages that were sometimes slow to load."

Emirates standardized its corporate PCs and portable computers on the Windows 7 operating system, but it also decided to evaluate mobile computing platforms for a new version of KIS. "We wanted to provide pursers with a mobile device that has an

Click the link below to download the full case study.