FlyBe - 6
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Flybe´s New Deal for Customer´s - Making Flying Better
Announced to the LSE this morning :-
Press Information Thursday 26th April 2012
FLYBE ANNOUNCES MAJOR BRAND RE-POSITIONING WITH 'MAKING FLYING BETTER'
Flybe, Europe's largest regional airline and the UK's Number One domestic carrier, has today announced a significant brand and product repositioning under the strapline 'Making flying better' that will bring together major new initiatives throughout 2012 to positively differentiate it from some of the negative perceptions of low fare travel.
Andrew Strong, Flybe UK MD explains: "We have listened to what our customers and the wider market are telling the industry. 'Making flying better' is Flybe's response and is a long term commitment and fundamental review of our product and brand positioning in the market."
Flybe's 'Making flying better' philosophy has three key objectives:
· Increasing our flight frequency and connections to offer greater choice and flexibility.
· Transparency pricing and booking processes to make it easier for our customers to understand.
· To reduce the hassle of air travel through UK airports.
A number of recent initiatives by Flybe that are very much part of the 'Making flying better' concept, are already proving a success with passengers, particularly the arrival of the new Embraer 175 jet aircraft that are now flying across the network; and the launch of Flybe's innovative Manchester hub that offers extra regional connections for the UK traveller.
At the heart of 'Making flying better' is a fair, open and transparent approach to sales and service policies. Included amongst many of the new product initiatives to be rolled out during 2012 are the following that have been introduced today
· No charges for customers paying by debit card
· Credit card customers being charged on a per booking basis regardless of the number of passengers in the booking
· Creation of three new ticket types:
o 1. Essentials: this is Flybe's lowest fare ticket that has no debit card charges, 10kg hand baggage allowance and seat selection at check in.
o 2. New Economy: A brand new ticket which, in addition to the free use of cards and 10kg hand bag allowance, also includes - in one upfront inclusive price - a free standard sized hold bag, free advance seat selection at the time of booking, a changeable ticket (which may incur a fare upgrade) plus a free SMS text message detailing the booking information. Prices for this ticket start at under £50.
o 3. Plus: Flybe has retained its top end product with a ticket that includes all the flexibility and comfort a short haul business traveller needs, including Executive Lounge access, a 40kg hold bag allowance and complimentary food and drink on board.
· The airline has also launched a new website and new-look advertising creative, including a soon-to-be aired series of TV commercials all featuring Flybe's own pilots and cabin crew.
Hot on the heels of this initial launch will see Flybe offering its customers smart phone enabled platforms and Apps that will allow booking and check in for travellers on the move.
The airline then plans for a Flybe first with summer trials of inflight TV programming and entertainment available free of charge for its passengers through onboard wi-fi. Additional product and service enhancements are due to follow throughout the year.
In further commenting on Flybe's new philosophy, Mr Strong adds: "In better serving our passengers and making the flying experience better for them, I want Flybe to be seen as fair and our pricing to be transparent. We have listened to what our passengers have told us about the entire process of travel - the things they enjoy and the things they would like changed, from booking through to check-in and then to the flight itself. We know from our customers that they rank the Flybe experience highly but also that their expectations have, quite understandably, changed over the years. By introducing service improvements like our New Economy product, the removal of debit card charges and the utilisation of more technology throughout the journey, we hope our passengers will appreciate that Flybe is raising its game once again.
"Making flying better' is more than a slogan. It is a promise to our passengers that we will make flying better, more straightforward and fair and, as always, with a quality service-led approach."
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So look´s like the airline industry has come full circle, and is returning slowly back to the Full Service it once was. The day´s of LOW Cost are diminishing. Wonder how long before Easy and Ryan start to do somthing similar.
Press Information Thursday 26th April 2012
FLYBE ANNOUNCES MAJOR BRAND RE-POSITIONING WITH 'MAKING FLYING BETTER'
Flybe, Europe's largest regional airline and the UK's Number One domestic carrier, has today announced a significant brand and product repositioning under the strapline 'Making flying better' that will bring together major new initiatives throughout 2012 to positively differentiate it from some of the negative perceptions of low fare travel.
Andrew Strong, Flybe UK MD explains: "We have listened to what our customers and the wider market are telling the industry. 'Making flying better' is Flybe's response and is a long term commitment and fundamental review of our product and brand positioning in the market."
Flybe's 'Making flying better' philosophy has three key objectives:
· Increasing our flight frequency and connections to offer greater choice and flexibility.
· Transparency pricing and booking processes to make it easier for our customers to understand.
· To reduce the hassle of air travel through UK airports.
A number of recent initiatives by Flybe that are very much part of the 'Making flying better' concept, are already proving a success with passengers, particularly the arrival of the new Embraer 175 jet aircraft that are now flying across the network; and the launch of Flybe's innovative Manchester hub that offers extra regional connections for the UK traveller.
At the heart of 'Making flying better' is a fair, open and transparent approach to sales and service policies. Included amongst many of the new product initiatives to be rolled out during 2012 are the following that have been introduced today
· No charges for customers paying by debit card
· Credit card customers being charged on a per booking basis regardless of the number of passengers in the booking
· Creation of three new ticket types:
o 1. Essentials: this is Flybe's lowest fare ticket that has no debit card charges, 10kg hand baggage allowance and seat selection at check in.
o 2. New Economy: A brand new ticket which, in addition to the free use of cards and 10kg hand bag allowance, also includes - in one upfront inclusive price - a free standard sized hold bag, free advance seat selection at the time of booking, a changeable ticket (which may incur a fare upgrade) plus a free SMS text message detailing the booking information. Prices for this ticket start at under £50.
o 3. Plus: Flybe has retained its top end product with a ticket that includes all the flexibility and comfort a short haul business traveller needs, including Executive Lounge access, a 40kg hold bag allowance and complimentary food and drink on board.
· The airline has also launched a new website and new-look advertising creative, including a soon-to-be aired series of TV commercials all featuring Flybe's own pilots and cabin crew.
Hot on the heels of this initial launch will see Flybe offering its customers smart phone enabled platforms and Apps that will allow booking and check in for travellers on the move.
The airline then plans for a Flybe first with summer trials of inflight TV programming and entertainment available free of charge for its passengers through onboard wi-fi. Additional product and service enhancements are due to follow throughout the year.
In further commenting on Flybe's new philosophy, Mr Strong adds: "In better serving our passengers and making the flying experience better for them, I want Flybe to be seen as fair and our pricing to be transparent. We have listened to what our passengers have told us about the entire process of travel - the things they enjoy and the things they would like changed, from booking through to check-in and then to the flight itself. We know from our customers that they rank the Flybe experience highly but also that their expectations have, quite understandably, changed over the years. By introducing service improvements like our New Economy product, the removal of debit card charges and the utilisation of more technology throughout the journey, we hope our passengers will appreciate that Flybe is raising its game once again.
"Making flying better' is more than a slogan. It is a promise to our passengers that we will make flying better, more straightforward and fair and, as always, with a quality service-led approach."
--------------------------------------------------------------------------
So look´s like the airline industry has come full circle, and is returning slowly back to the Full Service it once was. The day´s of LOW Cost are diminishing. Wonder how long before Easy and Ryan start to do somthing similar.
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Sounds like a very welcome development. Well done, flybe. I am particularly pleased about point three - reducing the hassle at airports. Domestically, air can often beat rail on time and price, but falls down on the hassle front. Exactly what flybe can do to make airports give us (i) free drop-off by car; (ii) fewer queues and less intrusion at security; and (iii) less of that shopping centre feeling, I don't know. Maybe that's what Lord Digby's onboard to do. If he can bring influence with airport operators and the Department for Transport, then all well and good.
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So look´s like the airline industry has come full circle, and is returning slowly back to the Full Service it once was.
The difference between then and now is much worse Ts&Cs, crap contracts and lower salaries.
Well played airline management!
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Well it's about bloody time too! For too long we have been ripped off by airlines charging for using debit\ credit cards for booking.
Flybe jumped on the bandwagon along with other airlines with regard to this practice, so I'm not sure that pax will suddenly start flying with Flybe because they have relaxed these card charges.
What passengers want is a reliable, regular service which doesn't cost the earth. Not so sure this latest rebranding will have the desired effect to be honest.
Flybe jumped on the bandwagon along with other airlines with regard to this practice, so I'm not sure that pax will suddenly start flying with Flybe because they have relaxed these card charges.
What passengers want is a reliable, regular service which doesn't cost the earth. Not so sure this latest rebranding will have the desired effect to be honest.
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The key difference is that it is still much, much cheaper to fly today even with all the add ons. People will not pay for full service in economy, they always "say" they will then go and do the opposite.
Hardley earth shattering or redefining travel.
Many other airlines have already dispensed with debit card charges a long time ago and have limited credit card charges.
iPhone app, wow! Already done by the competition.
New classes, you mean charge passengers more for things they can already book as extras!
Seems Flybe are only trying to catch up with the competition!!
Many other airlines have already dispensed with debit card charges a long time ago and have limited credit card charges.
iPhone app, wow! Already done by the competition.
New classes, you mean charge passengers more for things they can already book as extras!
Seems Flybe are only trying to catch up with the competition!!
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I think we will begin to see a slow move by many operators towards the semi-lowcost model. See Niki in Europe, their model is exactly that, it works extremely well and is loved by passengers. I think we'll begin to see that style of operator... more and more.
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As far as Im aware the new class of "New Economy" is an increase of £19 on the base fare "Essential" so it does offer a saving compared to the old unbundled price structure of old.
I think its the right step forward and should be received well from old and new customers.
I think its the right step forward and should be received well from old and new customers.
If I am a business passenger flying with hand luggage, the only feature in this lot that is of particular interest is seat selection at time of booking. £19 for that? I don't think so. I know I'm supposed to be attracted by the flexibility to change my return flight when my meeting finishes early, but it's so rare that (a) this happens and (b) there's a convenient earlier return, that I personally don't find it worth pricing in that option.
The inclusion of baggage allowance in the new economy fare, and the credit card charge per booking rather than per passenger, suggests that they are particularly targeting groups (I mean 2 or more) and families, rather than business travellers, who I imagine are viewed as less price-sensitive.
I think it's a gutsy move by flybe to try and put the "unbundling" genie back in the bottle, but I can't help see it as a way to increase yields first and foremost, dressed up in some warm and fuzzy rhetoric. It's all perfectly rational, I suppose, but for me it doesn't deserve the tag of "a new philosophy of flying".
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I'm quite in favour of it really people are being fleeced for things online that were once incusive or didn't exist. Having the audacity to want to bring luggage on a Ryanair flight in the summer season adds a hideous amount to the price of a flight and theres times when for some its unavoidable. The irony of it all however is correct me if I'm wrong but wasn't it flybe who first proposed baggage charges, being pipped to the post by Ryanair in launching it.
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Well if that was your circumstance then you would choose the essential product and not pay the £19. I don't think its that hard to figure out.
You totally missed the point in my example. Under the old structure it would have cost a lot more to add on all of the above you mentioned.
You totally missed the point in my example. Under the old structure it would have cost a lot more to add on all of the above you mentioned.
But rather than dwell on sample-of-one travel habits
I think there is an interesting general question: with the industry converted to "unbundled", will flyBE be able to move the consumer back to accepting "bundled"? As Mart901 says, there is an irony in the fact that flyBE were one of the early cheerleaders for unbundling in the form of baggage charges.
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All we need now is the reintroduction of 'standard fares' ie you pay the same whether you book 3 months in advance or the day before and the wheel will well and truley have turned full circle.
In my dealings with the flying public, there is an increasing sentiment that the Russian roulette of what you pay depending on when you book is starting to wear thin. Of course, those who have such structured existences and enjoy the luxury of knowing what their future holds every day for the next 6 months may lose out but for we mortals who don't know what's happening next Monday, it would be an advantage.
In my dealings with the flying public, there is an increasing sentiment that the Russian roulette of what you pay depending on when you book is starting to wear thin. Of course, those who have such structured existences and enjoy the luxury of knowing what their future holds every day for the next 6 months may lose out but for we mortals who don't know what's happening next Monday, it would be an advantage.
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Deary me, only on here can any change to a company policy be pulled to pieces because it doesnt suit that individual.
A couple of facts here, the number of passengers that turn up at the airport because their meeting has finished early is very high. Quite often, these will be company bookings made through the sales department or through a travel agency rate (higher booking class) so the same fare may be available they just need to pay the administration charges which isnt bad if its one, but two of you comes to just short of a hundred quid. New Economy would remove this so the change would be free. Huge bonus for those wanting to return home 4 hours earlier.
Additionally business passengers do tend to bring hand baggage only when doing a day return. However those staying overnight or for longer tend to check a bag in so that they can take what they need. 70% of these either have their travel agent prebook the bag or they pay at the airport. The remaining 30% are surprised and unaware of the charge as they have not been notified of it at all. The free bag will mean that it may actually be cheaper to pay the additional £19 difference than £30 for a bag at the airport on the day.
If however neither of these apply, the passenger books essentials which replaces the original economy anyway. No issue really
Anyway no company can provide a package for every single individual but I do believe that this new structure will offer something for the majority of travellers no matter what their reason. It is a change that has been in the pipeline and staff are very pleased to see because we are now going back in a circle to 'the good old days' (apparently)
I am sure this is just the start - not everyone can be pleased but those that travel frequently may well appreciate the new product
A couple of facts here, the number of passengers that turn up at the airport because their meeting has finished early is very high. Quite often, these will be company bookings made through the sales department or through a travel agency rate (higher booking class) so the same fare may be available they just need to pay the administration charges which isnt bad if its one, but two of you comes to just short of a hundred quid. New Economy would remove this so the change would be free. Huge bonus for those wanting to return home 4 hours earlier.
Additionally business passengers do tend to bring hand baggage only when doing a day return. However those staying overnight or for longer tend to check a bag in so that they can take what they need. 70% of these either have their travel agent prebook the bag or they pay at the airport. The remaining 30% are surprised and unaware of the charge as they have not been notified of it at all. The free bag will mean that it may actually be cheaper to pay the additional £19 difference than £30 for a bag at the airport on the day.
If however neither of these apply, the passenger books essentials which replaces the original economy anyway. No issue really
Anyway no company can provide a package for every single individual but I do believe that this new structure will offer something for the majority of travellers no matter what their reason. It is a change that has been in the pipeline and staff are very pleased to see because we are now going back in a circle to 'the good old days' (apparently)
I am sure this is just the start - not everyone can be pleased but those that travel frequently may well appreciate the new product
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Only major issue is that my company mandates that all domestic and european flights are booked through our agent's online booking site, and these add-ons, I am told, are not visible in online booking tools.
A bit of a major oversight on flyBE's part according to our Travel Manager.
A bit of a major oversight on flyBE's part according to our Travel Manager.
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Aer Lingus also have a similar "plus" fare across the network now. Its £17/€20 as I recall, but there is still a small change fee + fare difference. Seat selection, bags and FFP points are also added in.
I think there is a move to tailor products for different sectors of the market. In reality it is do different to the supermarkets. You can have M Savers Baked Beans, Morrisons Baked Beans or The Best Baked Beans, each catering to a slightly different demographic.
I think there is a move to tailor products for different sectors of the market. In reality it is do different to the supermarkets. You can have M Savers Baked Beans, Morrisons Baked Beans or The Best Baked Beans, each catering to a slightly different demographic.
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egnxema
You forget, or possibly are not aware, that the majority of flybe route deals will be based on fully refundable/changeable rules.
You may initially save a lot of money by going for a low fare that has no flexibility, but in the long-run your company will probably save money by using negotiated fares.
I see so many tickets coming across my desk that have been booked on non-refundable/non changeable rules and where, even allowing for refund of taxes (less £25 per sector penalty), there ends up being an extremely high loss.
Take British Airways as another example where you may accept a lower fare which you can change at a fee of £60.00 plus any difference in fare to the next available level. Change your booking a couple of times and you soon can be paying a higher total cost that if you had paid the full fare in the first place.
Scottie Dog
You forget, or possibly are not aware, that the majority of flybe route deals will be based on fully refundable/changeable rules.
You may initially save a lot of money by going for a low fare that has no flexibility, but in the long-run your company will probably save money by using negotiated fares.
I see so many tickets coming across my desk that have been booked on non-refundable/non changeable rules and where, even allowing for refund of taxes (less £25 per sector penalty), there ends up being an extremely high loss.
Take British Airways as another example where you may accept a lower fare which you can change at a fee of £60.00 plus any difference in fare to the next available level. Change your booking a couple of times and you soon can be paying a higher total cost that if you had paid the full fare in the first place.
Scottie Dog
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Change in Business model
Flybe | Corporate | Media | News archives
Interesting news feature on new ticket pricing structure which looks like a very good idea, and should stop people feeling 'robbed' by extra charges. Also mentions the introduction of free Wi-Fi on selected flights which is a very useful feature for both Business and Leisure passengers.
It seems recently all of the main Low-cost carriers have tried to 'race upmarket' with Flybe doing the above, Easyjet also trying to make themselves more passenger friendly and even Ryanair trying out allocated seating and using more primary airports!
Interesting news feature on new ticket pricing structure which looks like a very good idea, and should stop people feeling 'robbed' by extra charges. Also mentions the introduction of free Wi-Fi on selected flights which is a very useful feature for both Business and Leisure passengers.
It seems recently all of the main Low-cost carriers have tried to 'race upmarket' with Flybe doing the above, Easyjet also trying to make themselves more passenger friendly and even Ryanair trying out allocated seating and using more primary airports!
