Create an award-winning crew engagement

The Challenge

To create an ongoing training and engagement programme for JetSMART Chile that goes beyond the normal programmes on offer. To train brand new staff and establish both strong sales skills and excellent customer services. The airline does not have crew rooms, therefore all communication was required to be delivered remotely.

Our Approach

The starting point to create the programme was to understand the needs of the airline and inflight programme, as well as the crew demographics. The JetSMART crew had never been cabin crew before but all had basic retail sales experience. We took this opportunity to create a full-service programme that met the airlines service requirements, whilst building on their sales experience.

The Outcome

Our social media posts have an average viewership of 112%

Based on the crew demographic of young and tech savvy, we utilised social media platforms on top of creating a digital portal, allowing for instant access. This also provides the opportunity for continued analysis and updates based on actual data, to ensure the right tools were being used for the job.

We use the platform to share process changes, performance data such as incentive ranking and new product information. 100% of the crew make use of the digital portal, with each crew member visiting an average of 3 times per range change. Our social media posts also have an average viewership of 112%, meaning the crew are revisiting the infomation.

The programme was recognised in the Moodie Awards 2018.

Tags: Case Studies | JetSMART | Social Media

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