New System Will Help Air Crews Enhance Customer Service
The new technology, underpinned by ECR’s AirPos software, will allow the airline to manage at-seat food and beverage sales and card payments.
The system will enable the Air Serbia cabin crew to provide a greater range of products and services to passengers, along with a more efficient inflight customer experience. It will also support Air Serbia Catering who manage their own logistics from Belgrade.
The AirPoS system, currently being installed, will include 40 ECRGo2 devices across 20 aircraft. The all-in-one-lightweight contactless payment device comprises a five-inch capacitive touchscreen and offers the functionality of a tablet. It includes an on-board silent, thermal printer, Bluetooth, 4G and WiFi connectivity, plus 2D scanner and accepts all types of card and mobile wallet payment including ApplePay, Google Wallet, (subject to online connectivity) and multi chargers for overnight multiple battery top ups.
Simon Pont, CEO, ECR Retail Systems said: “We understand the complexities involved in the airline retail environment, such as enabling payments at any time of day, while in transit, and accommodating various currencies, tax rates, personnel changes and technology systems. With our innovative MPOS payment devices, the information captured can be used to enhance Air Serbia’s on-board retail offerings and loyalty programmes, and play a crucial role in improving the customer experience for the modern passenger.”
Punisa Zdravkovic, General Manager, Serbia Airlines, said: “We are very excited by the new opportunities that our partnership with ECR Retail System has opened up for us. The ability to sell a range of products and services on board, with a system that offers visibility of sales, on-board operations, crew performance and stock management, through an intuitive system to support our crew, will further enhance the travel experience for both customers and crew. The system also promises to make the logistics work for our back-office staff easier and more efficient, and we are looking forward to our first EPOS journey.”
ECR will provide training for the cabin crew on the terminals to ensure a smooth transition from their current system. Crew, flight and product data will be received by ECR and downloaded to each device at the beginning of each day.
ECR was chosen for the project because its technology offered strong capabilities for handling mobile payments via cash and card, is designed for managing the complex nature of on-board payments and for its ability to better manage stock and business analytics over time.
The system will be installed in two phases, with remote management and support of each device provided by ECR from the UK. The system will provide greater visibility about the state of on-board retail across the airline network in real-time. The mobile payment system will play a vital role in supporting the business with sales management, stock control and management, and analysis of on-board passenger spend and trends.