PANEL 1: Delivering the promise of an improved passenger travel experience - The Passenger experience - greater convenience, speed and control for passengers - Giorgio DeRoni, CEO, Go Air

1. 1
The Passenger Experience:Greater convenience, speed & control for passengers
Giorgio De Roni
CEO, GoAir

2. GoGetAdvantage
4 keys of passenger
experience
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3. In-flight
experience
1. Purchase experience
2. Pre-boarding
experience
4. Baggage
claim experience
Passenger
experience

3. GoGetAdvantage
At GoAir we Promise
4C Advantage
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We aim to
deliver some
distinctive
advantage to
our customers
who are our
channel
partners &
passengers

4. GoGetAdvantage
4
COHERENCY
Team’s
service attitude
This is our working
discipline
Team engagement
with seamless bonding
behaviour
CO-ACTION
(Synergy)
CONSISTENT
Assurance of quality
excellence in all customer
visible & touch points
Superiority
CONVERGENCE
Perceptible selling
distinction in the dynamic
market
GoAirGoAir
Promise 4CPromise 4C
AdvantageAdvantage

5. GoGetAdvantage
5
COHERENCY
Multiple Integrated
systems for every
Customer touch point
IT & Passenger
Convenience
All applications should be
seamless in delivering the
360* Customer
experience
CO-ACTION
(Synergy)
CONSISTENT
Deliverance of assured
quality with cost optimisation
to sustain superiority in
Customer experience
Superiority
CONVERGENCE
IT Processes of highest
standards in user friendliness
and minimum human
intervention
GoAirGoAir
Promise 4CPromise 4C
AdvantageAdvantage

6. GoGetAdvantage
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Passenger advantage at 3
touch points in the purchase
process

7. GoGetAdvantage
GoAir advantages
unique among all LCCs
First among a budget
airline to offer a loyalty
program – GoClub
A Reliable Airline:
consistdently lowest
passenger complaints
(0.04% in August 2013)
First in any budget
airline to offers a
business class product
– GoBusiness

8. GoGetAdvantage
GoAir customer
advantage motto
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9. GoGetAdvantage
9
This year we started a new type of
highly social advertising campaign
through 4 unique product offers. This
campaign highly contributed to
achieve high seat occupancy (79% in
August) in the monsoon season.

10. GoGetAdvantage
Unique products we
offered this monsoon
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Thank you
Giorgio De Roni
CEO, GoAir
www.goair.i
n