Iberia launches "IBHelp", revolutionising customer service via mobile devices

  • Original and innovative new in-house technology connects more than 100 iPads and PDAs to check-in kiosks, the new Quick Service Points and other devices that can issue the documents customers may need
  • IBHelp enables Iberia staff to deal with any incident or customer request at any point from check-in to boarding, making connections, retrieving luggage, etc.
  • The initiative is part of Iberia’s Ágora scheme to make its T4 hub the world’s most user-friendly airport terminal.



IBHelp%20final.jpgMadrid, July 23, 2012

Iberia has launched IBHelp, an innovative new service revolutionising customer service at its T4 hub in Madrid airport. More than 100 Iberia customer service agents will be equipped with iPads and PDAs loaded with applications enabling them to deal with a wide range of customer incidents and requests in real time and from any location within the airport, making Iberia agents more proactive and mobile.

To implement IBHelp, the Spanish airline has developed an check-in platform called “DCS” (Departure Control System) to link the mobile devices to all check-in kiosks and Quick Service Points from which documents may be printed.

IBHelp is a unique and pioneering innovation which the airline plans to extend to all key airports in Spain and abroad.

In addition to making customer service more flexible and agile, IBHelp optimises customer service resources at peak times.

Iberia’s Ágora project

IBHelp is part of Iberia’s strategic Ágora Project, aimed at streamlining every aspect of its operations at the airline’s T4 hub at Madrid-Barajas airport, to make it the world’s most efficient and user-friendly terminal, while also improving the punctuality of flights.

Other Ágora project initiatives to speed the transit of passengers through the airport have been recognised by IATA with its Gold Fast Travel Award, held by only six airlines in the world.

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