The strategic technology partnership with TCS, which began in 2004, supporting back-end IT functions, now covers new technology programs on digital channels, contributing directly to Virgin Atlantic's vision to be the world's most loved travel company. TCS now touches every point of the customer journey - from the moment customers book a flight on the website to the moment they step off the plane.
TCS' technology solution for a self-service baggage drop facility is helping Virgin Atlantic deliver a smoother airport experience for passengers at the Heathrow and Gatwick airports. The service now covers all Virgin Atlantic flights, and has processed more than two million bags since its launch. Another innovation is a cognitive chat-bot built by TCS, to provide instant responses to customer enquiries on the airline's website, reducing the need to call the helpline for support.
Working with TCS to create a more agile technology landscape has enabled Virgin Atlantic to identify the next digital innovations, including real-time analysis of data, automated re-fuelling and various proofs of concepts in areas such as voice-enabled bookings.
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