|July 6, 2012
Next time you fly business class with British Airways, don't be surprised if check-in staff know a little bit more about you than you're comfortable with.
That's because concierge staff at BA's corporate and first class lounges will be issued iPads and told to use them to research frequent business class flyers.
Using a Google Images app, staff are encouraged to download photos so they can pick people out of the crowd as they arrive -- and to compile a "dossier" of any other information they come across for future reference.
The aim of the scheme is "to collate a wealth of data from every experience the customer has with the airline and translate that into meaningful service for that individual". This is intended to be just another service for customers wanting that personal touch from their airline -- the idea is that if a customer tweets or blogs that they were angry at a delayed flight, the next time they arrive at the business lounge a member of staff will be there to apologise and make sure they're looked after with extra care. It's entirely manual -- no automatic facial recognition tech is involved.