What does the rise of self-service mean for the airline brand and customer service?
Self-service technology is great. It reduces costs and it puts control of the journey into the passenger’s hands. They feel more empowered. It saves them money and it saves them time. PAL has either started, or plans to start, all of the self-service technologies available. Where we have started, we have seen an ever-increasing number of users, which shows that passengers want to use these channels. So I don’t think it has any negative connotations for brand or customer service at all. Reliability is vital, however. Passengers must have confidence in the technology. As long as you get that right, it will promote both the brand and a positive passenger experience.
