Cathay Pacific moves beyond tomorrow with big strides in IT transformation

The past three years have been a flurry of activity for Cathay Pacific as Hong Kong’s home carrier launched new technologies that improve customer experience and programmes to cultivate the next generation of tech-savvy disruptors.

Adding value to customers

The airline’s decade-long IT transformation project has been stepped up to give customers more choice and control over their journeys. “We fixed a lot of basics and rolled out more initiatives. Our talent development, IT infrastructures and mobile apps development flow are more mature. Now we are at a stage where we can roll out more interesting initiatives that add value to our customers,” explains Paul Loo, Cathay Pacific Chief Customer and Commercial Officer. 

One of these is the Disruption Management Programme. When a typhoon causes flight delays or an airport shutdown, the automated programme gives passengers the ability to take back control of their bookings while also reducing pressure on the airport team. Timely and transparent information is sent proactively via SMS or email, after which passengers can re-book their flights themselves in five simple steps using their smartphone.

Another programme is the chatbot with live chat functionality that all customers can utilise to manage their bookings and check-in online, ensuring their seamless travel experience starts well before their flight. The service is slated to expand to online booking and other self-service touchpoints.