The Spanish flagship carrier Iberia was looking for innovative products and services to enhance their passenger experience and differentiate themselves in a highly competitive market. In this context, they aimed to find a high impact and low risk solution with the possibility to scale up quickly.
Inflight VR provided up to 21 devices per aircraft for a six months trial period on routes between Madrid, New York, Miami and Tel Aviv. The devices were rented for a small fee both in business as well as in economy class. Iberia only had a very small upfront investment and could quickly evaluate the impact.
Initial feedback showed a very high customer satisfaction rate and an equally high rating on usability for the passengers. Usage time was also consistently high with some passengers using the device for up to 5 hours.
As a result, Iberia and Inflight VR entered into the next stage: equipping the entire business class as on select routes well as the lounges in Madrid in combination with external brand sponsors.
“We learned about Inflight VR through Hangar 51, IAG’s start-up accelerator program. Since 2017, we’ve been working together to develop a VR solution that can offer a new experience to our customers. An important aspect of Iberia’s digital transformation push lies in the incorporation of new technologies and digital innovation during the entire travel experience, from the moment they think about buying a ticket to arrival at the destination.”