Immfly Service Boosts easyJet Customer Satisfaction by 22%
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That in-flight entertainment (IFE) can improve passenger satisfaction will perhaps come as no surprise to APEX readers, but the significant boost reported by easyJet during its limited trial of Immfly’s services bodes well for wireless IFE and bring your own device (BYOD) services.
At the 2017 APEX EXPO in Long Beach, Immfly announced easyJet’s trial of its wireless streaming IFE platform, which is supported through a partnership with Tokyo-based commerce company Rakuten, which supplies content including award-winning films, popular TV programs, a broad range of news and lifestyle publications, e-books, audio books and games for passengers to enjoy.
The Air Time trial has been ongoing since the first five aircraft were equipped in December of 2017, and easyJet’s recent financial reporting shows that it has paid off in passenger goodwill. The airline reported an 11.67% increase in ancillary revenue per seat year-on-year and also revealed that passengers who had access to the Immfly platform were 22% more satisfied than the airline’s network average.
“We are thrilled with easyJet‘s FY2018 results and the significant boost to Customer Satisfaction, which easyJet measured on aircraft with Immfly‘s in-flight entertainment and services platform.” – Pablo Linz, Immfly.
“We are thrilled with easyJet‘s FY2018 results and the significant boost to customer satisfaction, which easyJet measured on aircraft with Immfly‘s in-flight entertainment and services platform. This is a great testament to the way Immfly focuses on delivering financial success with an outstanding customer experience across all our airline partners,” stated Pablo Linz, Immfly‘s CEO and co-founder.
It may seem these results support the findings of IATA’s Global Passenger Survey, which marked the return of passengers preferring seatback IFE over BYOD, but as APEX CEO Dr. Joe Leader has pointed out, the popularity of the two options aren’t directly comparable. On flights that previously did not offer IFE €” as is the case on many regional routes €” the option of using one’s own device to consume content can be a welcome relief to in-flight boredom.
Immfly announced in April that it earned a fleet-wide contract to install its digital platform on Turkish low-cost carrier Pegasus Airlines, and the company introduced Immfly Lounge, a service which would deliver entertainment pre-flight at the airport lounge or gate, at APEX EXPO in Boston in September.