Innovation and Technology in the helicopter industry is a function of the growth and development arising from a number of key industries such as the Resource sector (Oil & Gas, Forestry and Mining), Search & Rescue (Emergency Medical and Law Enforcement), and Military (Para and Humanitarian).
These changes are influenced generally because of sector challenges, market risks, regulatory amendments and opportunity developments.
While we are experiencing change across the products from safety to training, and aircraft design to material, this article focuses on the most important component, the PASSENGER.
We are taking notice of the major airliners who are consistently improving their customer service offerings on all types of aircraft from Turbo Props to Jets. This extends from the processing stage at the terminal, to onboard the aircraft, and finally, at the destination. The new buzzwords are passenger/customer comfort, seamless safety, stress free environment and transparent information flow.
The resource industries, specifically Oil & Gas, have an increase in stakeholders talking on behalf of passengers. Oil & Gas companies have identified that the retention, respect, and positive experience of their employees, have a direct relationship to a positive aviation culture. So, we must strive to make these improve for all the customer touch points on the ground and in the air.
With a focus on the CUSTOMER:
- Comfort – The continuous improvements of helicopter transport to become as safe and comfortable as flying in a modern airliner.
- Noise – In addition to ear defenders, new aircraft cabins have improved sound proofing with noise absorption properties.
- Vibration- Reduction of uncomfortable and tiring vibration is achieved by installation that provides vibration damping.
- “Relief”- Passenger conveniences, aka lavatory, are a necessity for these new, extended flight hours in heavy helicopters on 300nm missions.
- Cabin – New design includes big windows (solar protection), oversize sliding doors, wide/high cabin and improved soft lighting.
- Atmosphere – Adequate heat, air conditioning, and fresh air to address increased activity in the new markets from offshore tropics to the “hostile” Arctic Seas.
- Catering – On board refreshments supplied including seat back reading materials.
- Seating – From the old troop seat design to improved seat width, lumbar support, increased seat pitch and in a variety of fabrics i.e. leather cushion designs.
- Terminal – Helipad redesigns to offer customer parking (valet), WiFi, lounge seating, brand name refreshments (Starbucks) and snacks, big screen TV and reader-board flight information.
- Processing – The new norm is to have best in class electronic check-in systems to expedite the processing.
- Shuttle – Operator supplied processing between Heliport and other terminals that include meet and greet.
Treating passengers as valued customers and guests will certainly improve your next Customer Satisfaction Survey. These KPI’s may be the metric and operator differentiation that extends your aviation contract.
For additional information
Contact Michael Nagel @ +1 604 616 2662