In-Flight Service Design & Standards
Customer Experience & Loyalty › Customer Experience Operations · 18 L4 steps · 6 phases · 6 decision gates · Updated 2026-03-18 22:04
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Benchmark competitor in-flight service offerings | Customer Experience Strategy Manager | OAG Schedule Analyser | Annual CX strategy review cycle; competitor product reports | Competitive benchmarking report with service gap analysis | Benchmark coverage ≥10 direct competitors; report issued within 15 working days of cycle start | N | N |
| 1.2 | Define cabin class service standards & sequences | In-Flight Product Design Lead | Confluence (Service Standards Wiki) | Benchmarking report; brand guidelines; route profitability data from Amadeus SkyCAST | Draft cabin class service standard document (Economy / Premium Economy / Business) | Standards documented for 100% of cabin classes within 20 working days | N | N |
| 1.3 | Obtain CX board approval for service standards | VP Customer Experience | ServiceNow (Change Advisory Board) | Draft service standard document | Approved service standard; ServiceNow change record CR raised | Board approval cycle ≤10 working days; zero unapproved standards in production | Y | N |
| 1.4 | Publish service sequence manual to crew portal | In-Flight Standards Coordinator | Jeppesen FliteDeck (Crew Document Distribution) | Approved service standard; effective date from change record | Published service sequence manual version-controlled in FliteDeck; crew acknowledgement tracked | 100% of active cabin crew acknowledge new manual within 5 days of publication | N | Y |
Phase 2 2.1 |
Design seasonal menu & beverage programme | In-Flight Catering Product Manager | Guestlogix Onboard Retail Platform | Approved service standards; route network data; passenger dietary preference trends from Amadeus Altéa PSS | Seasonal menu specification including SPML codes, allergen declarations, and portion specs | Menu refresh cycle ≤90 days; SPML coverage ≥18 dietary codes per IATA standard | N | N |
| 2.2 | Issue catering RFQ and evaluate supplier bids | Procurement Manager — Catering | SAP Ariba (Sourcing & Procurement) | Menu specification; volume forecasts from Amadeus SkyCAST; existing supplier contracts | Evaluated supplier shortlist; price per meal unit by route tier | RFQ response rate ≥80%; bid evaluation completed within 15 working days | N | N |
| 2.3 | Validate food safety and regulatory compliance | Food Safety & Compliance Officer | Comply365 (Regulatory Compliance Management) | Supplier bid documentation; HACCP plans; country-specific import/export food regulations | Compliance sign-off or rejection notice per supplier; allergen matrix approved | Zero non-compliant meals reaching aircraft; compliance review completed ≤10 working days | Y | Y |
| 2.4 | Finalise catering contracts and upload load plans | Procurement Manager — Catering | SAP Ariba (Contract Management) + Gate Gourmet CateringIT Portal | Compliance-approved supplier shortlist; agreed pricing | Signed catering contract; galley load plans uploaded to Gate Gourmet CateringIT for route-level quantities | Contract executed ≥21 days before menu effective date; load plan accuracy ≥98% vs actual uplift | N | N |
Phase 3 3.1 |
Build service delivery training curriculum | Cabin Crew Training Design Specialist | Cornerstone OnDemand (Learning Management System) | Approved service sequence manual; new menu specifications; regulatory safety requirements (EASA OPS / FAR Part 121) | eLearning modules and practical assessment criteria published in Cornerstone LMS | Curriculum published ≥14 days before crew training cohort start; ≥90% module completion rate per cohort | N | N |
| 3.2 | Deliver in-flight service standards training to crew | Cabin Crew Trainer | Cornerstone OnDemand (LMS) + Cabin Crew Training Simulator | Training curriculum; crew roster from Jeppesen Crew Management; physical mock-up galley | Training completion records per crew member; practical simulation scores | Training completion ≥95% of active crew 7 days before go-live; practical assessment pass rate ≥88% | N | N |
| 3.3 | Conduct service readiness assessment and certify crew | Senior Cabin Crew Examiner | Cornerstone OnDemand (Competency Records) + Jeppesen Crew Management | Practical assessment scores; eLearning completion certificates | Certified crew competency record; Jeppesen crew qualification flag updated | 100% of operating crew certified before standard go-live; re-assessment cycle ≤5 days for failures | Y | Y |
Phase 4 4.1 |
Configure galley layout and equipment specifications | In-Flight Equipment & Galley Engineer | AMOS by Swiss AviationSoftware (MRO & Configuration Management) | Approved service standards; aircraft type galley drawings; catering load plans | Galley configuration specification per aircraft registration; AMOS configuration record updated | Configuration records updated for 100% of affected fleet tails ≥10 days before service go-live | N | N |
| 4.2 | Load galley manifest into catering management system | Catering Operations Coordinator | Gate Gourmet CateringIT Portal | Per-aircraft galley configuration specs; route schedule from Amadeus SkyWORKS | Route-level galley manifest uploaded; catering uplift order generated per flight | Manifest upload completed ≥48h before first operated flight; uplift accuracy target ≥98% | N | Y |
| 4.3 | Validate IFE content load and seat configuration | In-Flight Entertainment (IFE) Systems Coordinator | Panasonic Avionics eX3 Content Management System | Seasonal IFE content schedule; safety video version from Comply365; aircraft tail IFE compatibility matrix | Approved content load confirmation per tail; IFE configuration sign-off in Panasonic CMS | IFE content load verified on 100% of IFE-equipped tails ≥5 days before service period; zero safety video version mismatches | Y | Y |
Phase 5 5.1 |
Execute in-flight service per approved standard | Cabin Crew (Operating) | Jeppesen FliteDeck (Service Brief) + Gate Gourmet CateringIT (Manifest) | Published service sequence manual; galley manifest; pre-flight passenger count from Amadeus Altéa PSS | Completed in-flight service; wastage and shortfall log recorded on paper/EFB | Service sequence adherence ≥95% per audited flights; galley shortfall rate <2% of flights | N | Y |
| 5.2 | Capture post-flight NPS and CSAT feedback | CX Analytics Manager | Medallia Experience Cloud | Completed flight; passenger email list from Amadeus Altéa PSS; post-flight survey trigger | NPS score and verbatim feedback per flight/route segment in Medallia dashboard | Survey response rate ≥18%; NPS target ≥45 for short-haul; ≥55 for long-haul | Y | N |
Phase 6 6.1 |
Analyse service performance metrics and complaints | In-Flight Performance Analyst | Power BI (Connected to Medallia + ServiceNow + Altéa Data Warehouse) | Medallia NPS/CSAT data; ServiceNow complaint tickets; galley shortfall logs; audit scores | Monthly in-flight service performance dashboard; top 5 issue categories ranked by frequency and NPS impact | Dashboard published within 5 working days of month-end; complaint resolution rate ≥90% within SLA | N | N |
| 6.2 | Identify root cause and implement service improvements | VP Customer Experience | ServiceNow (Problem Management) + Confluence (Service Standards Wiki) | Performance dashboard; root cause analysis report; benchmarking data | Approved service improvement change record; updated service standard version in Confluence; re-entry to Step 1.2 if standard revision required | Root cause identified within 10 working days of threshold breach; improvement implemented within 30 days of approval | Y | N |
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