Immfly Lounge: Extending the Digital Relationship Throughout the Entire Customer Journey

Immfly offers the opportunity to airlines to engage passengers with an amusing experience that starts at the airport and continues while flying

APEX EXPO, Boston MA | September 24, 2018– The digital services platform Immfly, that, until now, could only be accessed onboard, can now entertain the passengers on the ground, while waiting for the flight. Based on the passengers’ access ratio and satisfaction level with Immfly’s platform, the company decided to extend, and specially, anticipate its offer to the airport. Airport vip lounges, or pre-boarding areas at the terminals can now have Immfly’s digital services at their disposal.

The day of the flight
The extension

The day of the flight means not only the flight but also beforehand in the airport, where only very few airlines can have a digital relationship with its customers.

From the moment someone looks for travel inspiration to the time it gets back home, there are several touch-points that constitute a commercial opportunity for airlines and its partners to interact with customers and get the most of those interaction in the form of revenue or in the form of customer satisfaction. Many airlines have done a great job using their digital channels and capabilities to communicate in a more personal and personalised way with their customers at most of those touch points, but still, there are significant gaps in that digital customer journey. There are still touch points that are not being used in a digital way. The biggest digital gap is the day of the flight, “the moment of truth” for NPS, the phase that most affects customer perception of the whole experience.

A seamless experience
Its benefits

Immfly offers now the opportunity to not only entertain passengers during that typically hectic time, improving their experience through personalization and choice, but also a new opportunity to monetize that digital relationship.

It is the chance to improve customer experience at the airport through entertainment and service at the same time that opens a new opportunity for ancillary revenues such as seatupgrades or activities at destination. Eventually, everything that could be done and enjoyed during the flight, can now be done before, on the ground.

Jimmy von Korff Martinez, co-founder of Immfly states “Combining the in-flight entertainment platform with the in-airport platform that offers the same entertainment content will allow customers to browse and select content before the flight for watching it later. In the same way will allow them to start watching a movie while waiting to board and continue watching the same movie in-flight, or to book or buy an activity on their final destination, which means passengers will benefit from a seamless experience and content consumption before and during the flight”.

From the airport, during the flight and post-flight, the Immfly wireless digital platform lets the airline expand the digital relationship with its customers, the data collection and revenue generation opportunities, and imp