Tag: Aer Lingus

Aer Lingus Unveils Major Mobile App Upgrade

Aer Lingus has unveiled a major refresh of its mobile app, as part of an extensive upgrade programme designed to transform the digital travel experience for its customers. This multi-million euro app investment is a key milestone in the airline’s broader digital vision to become a leader in customer-centric travel innovation.

The new and improved Aer Lingus app introduces several new features aimed at delivering a more seamless, intuitive and helpful experience for customers, especially on the day of travel. These enhancements were developed in close collaboration with a dedicated research panel of 1,300 Aer Lingus customers, ensuring that the upgrades reflect genuine passenger needs and preferences.

The mobile app upgrade has already resonated strongly with users, as reflected in the app’s jump in ratings, from 3 stars to 4.8 on Android and 4.7 on iOS. App downloads have also increased by one-third (33%) compared to the same period last year. Over 2.2 million people in Ireland and 3.5 million globally have used the Aer Lingus mobile app in the last 12 months, showing the growing importance of mobile-first options for customers.

 

Key app updates include:

  • Live Flight Status via Live Activities, viewable directly on users’ locked screens, keeping passengers informed in real-time.
  • Wayfinding Support through Dublin Airport and New York (JFK), providing easy navigation to gates and key amenities.
  • A Redesigned Home Screen, streamlining navigation for faster access to critical information.
  • A completely reimagined My Trips section, now featuring a travel assistant and streamlined access to trip extras, greatly improving the day-of-travel experience. Almost 90% of app users from a recent survey of 5,000 rated the improved My Trips section either 4 or 5 stars.

“Aer Lingus’ app upgrade is much more than just a facelift, it’s a major step forward in delivering a smarter, more personalised travel experience for our customers,” said Susanne Carberry, Chief Customer Officer at Aer Lingus. “From real-time updates to in-airport navigation, we’re committed to improving every touchpoint of our customers’ journey. These improvements reflect our ongoing investment in digital innovation and our belief that technology plays a central role in creating the best possible travel experience.”

This latest app refresh is part of a larger, multi-year digital transformation initiative at Aer Lingus focused on using technology to simplify, support and enhance the end-to-end customer journey.

The Aer Lingus app is available to download on iOS and Android.

Aer Lingus Launches Onboard Digital Donations in Support of UNICEF

Aer Lingus and UNICEF Ireland has announced the launch of a new onboard digital donation capability, offering customers new ways to contribute to UNICEF’s vital work for children around the world. Customers flying on Aer Lingus long-haul services can now scan a QR code or tap their bank card on cabin crew devices to make quick, secure donations directly to UNICEF during their flight, in addition to the traditional collection of cash donations.

Onboard digital payments are the latest development in Aer Lingus’ partnership with UNICEF that spans over two decades. Since 1997, Aer Lingus and its customers have raised over $23 million in support of UNICEF’s global programmes – funding essential services such as clean water, nutrition, vaccines, education, and emergency relief for children living in some of the world’s most challenging environments.

With many travellers now carrying less cash, this new digital option ensures donations are more accessible and convenient than ever before. Cash donations will still be gratefully accepted onboard, providing customers with flexibility in how they choose to give.

Onboard, customers will hear a video message from UNICEF Ireland Ambassador, Broadcaster and Rugby Player, Donncha O’Callaghan, highlighting some of UNICEF’s key work and outlining how donations can be made in three easy ways – via a QR code, without needing to pay for Wi-Fi, by contactless card payment on crew devices, or by sharing cash donations.

Aer Lingus will also support a number of special collections on board both its long-haul and short-haul services in 2025, with a special collection for Ecuador to take place in the coming weeks. The special appeal for Ecuador follows a visit by Aer Lingus UNICEF Ambassadors to Ecuador earlier this year, who witnessed first-hand the issue of unsafe drinking water in many parts of the country. It’s estimated that 6 out of 10 children under five in Ecuador are drinking contaminated water, putting them at risk of deadly disease, parasites, and chronic malnutrition. Through this special collection and the introduction of onboard digital donations, Aer Lingus aims to boost awareness and funding for UNICEF’s work on the ground in Ecuador to provide safe water, and hygiene facilities to keep children healthy and in school.

Commenting at the launch, Lynne Embleton, CEO of Aer Lingus, said: “Our partnership with UNICEF is embraced across Aer Lingus, especially by our cabin crew who champion it onboard our transatlantic services every day. Thanks to our customers’ generosity, we’ve raised over $23 million to date and we want to keep growing that figure. Digital donations on board is a natural next step in our partnership, to bring new ways for customers to support UNICEF’s vital work worldwide.”

Peter Power, Executive Director of UNICEF Ireland, added: “Aer Lingus customers have shown extraordinary generosity over the past 28 years, and we’re delighted to see this partnership evolve in line with the digital age. These donations help us respond faster and more effectively to the needs of children who are most at risk around the world.”

UNICEF ambassador Donncha O’Callaghan, added: “I’ve been on the ground with UNICEF seeing first-hand the difference UNICEF makes for children who are facing the hardest of circumstances – kids who’ve lost everything, but still have hope. That hope is possible because of support from partners like Aer Lingus and their customers. For over 25 years, in-flight donations have helped change lives. This new way of donating onboard might seem like a small gesture, but I can tell you—it matters. It really can change a child’s future.”

For more information, visit aerlingus.com

Will Irish sports tech give Georgia Tech the edge this weekend?

As tens of thousands of Americans fly into Dublin this week for the Georgia Tech V Florida State Aer Lingus College Football Classic, the game presents a dynamic opportunity to promote the strength of the Irish-US business relationship and particularly the success of Irish sports tech companies in the USA.

This week, Enterprise Ireland will host an inward US buyer delegation with representatives from Atlanta Hawks, Pittsburgh Steelers and other US sports tech investors. The delegation will meet with Irish sports tech companies and will focus on the IRFU and Enterprise Ireland’s technology innovation programme, which provides Irish sports tech companies an opportunity to test, trial, and potentially scale their products in a professional rugby environment. Visiting the Sport Ireland Campus, the delegation will also meet with Sport Ireland, who lead the development of sport in Ireland, and who are collaborating with Enterprise Ireland to drive the development of Irish sports technology.

From NFL Teams to NBA Players, Irish sports tech has gained a dominant “behind the scenes” position with elite sports in the USA and globally. Their innovative solutions have been sought out by major global sporting powerhouses from the NFL and NBA to PGA golfers, Olympians, F1 Drivers and English Premier League soccer teams.

Irish sports tech companies Orreco and Output Sports are also working with Georgia Tech University.

  • Output Sports, a leader in elite sports-science technology works with Georgia Tech athletes to optimise their athletes’ training sessions and to achieve specific fitness goals. Output Sports enables coaches, sports scientists, and rehab professionals to fully understand and optimise their athletes’ performance using a single wearable sensor system. The company’s technology is used by sports practitioners across 30+ countries, including in the USA and in multiple sports, with flagship clients in the NFL, NWSL, MLB, NHL, WNBA and NBA.
  • Sports data company Orreco have been working with Georgia Tech Women’s Swim team since 2022, using Orecco’s FitrWoman app and FitrCoach platform. The app and coach platform, part of Orreco’s Te@m platform are also used by USA Swimming, USA Volleyball and global soccer teams including The Lionesses, NSWL teams, Women’s Super League teams and multiple Olympic Medal winners. Orreco’s AI platform helps athletes optimise performance, accelerate recovery and extend playing careers.

Today, Irish sports streaming company, Wiistream announced a collaborative alliance with US Youth Soccer (USYS), the largest youth sports organisation in the United States. The collaboration will see Wiistream explore streaming and content solutions for USYS, to enhance the sports experience for young athletes across the USA. Wiistream are previous participants of the US Techstars accelerator programme and have the backing of Enterprise Ireland and US Venture Capital firm Elevate Ventures. Having started life streaming GAA matches for fans during Covid-19, the company, with its US headquarters in Indianapolis, has since secured significant international breakthrough deals, including contracts with The Big3 and the World Baseball Softball Confederation.

Welcoming Enterprise Ireland’s US sports delegation to Ireland, Minister of State for Sport, Physical Education and the Gaeltacht, Thomas Byrne TD said: “The Aer Lingus College Football Classic provides a valuable opportunity to not only enjoy a great game of American college football play out on Irish soil but also, to deepen the Irish-US business relationship. It is clear that the future of Irish sport is one where digital technology will be embedded across all sports organisations and that is why our National Sports Policy recognises the importance of encouraging innovation in sport. We want to see Ireland’s strong sport tech industry continue to grow and I welcome the work being undertaken by Enterprise Ireland to enhance the Irish-US business relationship in this respect.”

Leo Clancy, CEO of Enterprise Ireland, said: “We are proud to partner with the Aer Lingus College Football Game. It’s more than a game – it presents an important opportunity to promote the strength of the Irish-US business relationship and showcase Ireland’s dynamic business environment and innovators to the US visitors. The USA is the second largest export country for Enterprise Ireland clients, achieving exports of €5.9bn in 2023, up 5% on 2022. Across our 6 offices in the USA, we are focused on supporting Irish companies to achieve even greater scale in this market. On the sports tech front, this sector is achieving phenomenal global success, with major national and international sports leagues, athletes and brands turning to Ireland to drive performance.”

It was also announced today that the IRFU and Enterprise Ireland’s Technology Innovation Programme is set to continue for another season 2024/ 2025. The partnership will be showcased to the visiting US sports delegation, as part of events organised around the Aer Lingus College Football Classic in the Aviva. Through the programme, the IRFU has embraced Enterprise Ireland client technology to advance the game and the partnership has provided an invaluable opportunity for Irish sports tech companies, to test, validate and scale their innovations, working with teams across the organisation, including the national squad. To date five Enterprise Ireland sports tech companies have participated in the programme, including Output Sports, MoveAhead, RugbySmarts, Brace and Wiistream, resulting in commercial deals for three Enterprise Ireland clients, soon to be announced.

Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys

Salesforce today announced that Aer Lingus, the Irish flag carrier, is using Service Cloud and Marketing Cloud to transform its customer experiences.

Why it’s important: 96% of customers say excellent customer service builds trust, according to Salesforce research.

With Salesforce, Aer Lingus will digitally transform to deliver personalisation and seamless customer experiences at scale. This includes introducing a centralised management capability and omni-channel approach across all marketing, transactional, post purchase/travel, loyalty, support and disruption communications.

Creating a customer-first approach across all touchpoints will remove friction, optimise the right message at the right time, and also help Aer Lingus consolidate its technology stack.

  • With Service Cloud, Aer Lingus will allow customer service teams to respond to customers more efficiently through data, automation, UI and guided workflows.  average case handling time and increase agent productivity through guided workflows. This will enable teams to respond to customers more effectively and quickly during peak travel periods.
  • Marketing Cloud will streamline all customer communications, increasing the quality of communications through richer, more relevant data and increased consistency.

 

Susanne Carberry, Aer Lingus Chief Customer Officer, said: “At Aer Lingus, we are constantly striving to enhance our customers’ journey with us. Salesforce will allow us to understand our customers better and offer them a personalised, digital led experience. As we grow our airline, this will become an integral part of how we ensure we are giving customers the dedicated care that they expect from Aer Lingus.

“We’re delighted to be working with Salesforce as we use their game-changing technology as part of our ongoing digital transformation.”

Carolan Lennon, Salesforce Ireland Country Leader, said: “The airline industry is increasingly competitive, and how brands communicate with passengers will continue to be a key differentiator. From booking travel to receiving notifications of new routes, Aer Lingus recognises the power of personalised customer journeys in the air and in their digital offer. Enhancing personalisation and reducing friction experiences are key ingredients driving success with Aer Lingus. We’re excited to help Ireland’s flag carrier to unlock the opportunities that digital transformation has to offer.”