Scoot has launched a new in-flight portal, ScootHub, to serve as a one-stop shop for all customer needs in-flight, allowing Scoot to resume some in-flight services, such as buy-on-board food, which had been temporarily suspended.
Powered by AirFi’s rapidly deployable and fully integrated platform, ScootHub, can be accessed from customers’ own mobile devices, reducing surface contact and physical interactions between customers and crew, and is the first of its kind in the region.
Scoot has been using AirFi’s Connected Crew solution since 2018. Streamlining existing content offerings and packing new content formats onto a digital platform, it is estimated that Scoot will reduce paper consumption by more than 156 tonnes of paper (equivalent to over 2,000 trees), translating to over 13 tonnes of fuel saved and over 41 tonnes of carbon dioxide emissions reduced a year.
Martijn Moret, co-Founder, AirFi and based in Singapore, said: “We are impressed with the forward-looking vision of the Scoot team, and congratulate everyone involved – including our long-term partner SATS, KrisShop and the AirFi team – on rolling this out within just three months. The best part is, this is just the start! Over the next few months, there are a number of innovations that will be added to the in-flight repertoire of Scoot, effectively positioning them as leaders in customer-oriented digital transformation efforts.”
Launching in phases commencing December 2020, Scoot customers will be able to order food and beverages from Scoot Café. Food and beverages including hot meal combos, snacks, hot drinks, soft drinks and alcohol can be ordered. Cabin crew will be alerted via their fulfilment device once orders have been placed, and food will be served within 20 minutes to customers at their seats.
Passengers can also browse an extensive range of travel essentials, cosmetics, accessories, as well as exclusive Scoot merchandise from Scootalogue. The range of in-flight duty-free shopping items available for sale will steadily grow, and by end-June 2021, customers will be able to access KrisShop.com’s full range of items and delivery options.
Payment via credit card on the portal is targeted to be available by end-March 2021.
In ScootHub’s second phase, from April 2021, customers will be able to book ground activities and attractions while in-flight. The digital function replaces Scott’s physical in-flight magazines. They can also sync their Krisflyer membership to earn or redeem miles when they purchase items via KrisShop or activities and attractions via Pelago, the SIA Group’s new platform for destination inspiration and content. Scoot has a roadmap of additional features to be deployed in subsequent phases.
Passengers can also view the flight’s progress in real time via a live map. By end of 2021, travel and hospitality brands will be able to offer relevant content to travellers through real-time geo-positioning on the map.
Via polls, Scoot will obtain customers’ feedback on their in-flight experience on the spot. Companies may also use this feature for market surveys so that they can better understand customers’ travel habits and consumption patterns, in return for incentives such as free drinks or snacks from the Scoot Café menu for customers who participate.
Additionally, passengers travelling on Scoot’s Boeing 787 Dreamliners will be able to purchase in-seat power directly on ScootHub. Onboard seat upgrades, currently suspended to facilitate contact tracing, will be enabled in a subsequent phase. To entertain children and their families, a myriad of games are also available on the portal, ranging from colouring activities and puzzles, to fun-packed adventures and brain teasers.
Campbell Wilson, Scoot’s Chief Executive Officer, said: “We know that health and safety are top of customers’ minds these days, and that regulatory requirements have changed the in-flight experience.
“ScootHub enables us to resume valued services in a safe, low-touch manner, improving customers’ experiences and – through reduction in paper-based collaterals – improving our environmental sustainability too.
“Our investment in this portal is part of Scoot’s comprehensive digitalisation programme, both internal and external, which also includes health-focused initiatives such as touchless check-in kiosks and bag-drop facilities, enhanced online and mobile check-in capabilities, and real- time information on travel requirements.”