Blackjack Improved Airline Customer Experience by Providing Trained Document Checking Team.

The brief

In November 2021 as the world of aviation started to unlock Blackjack were asked to assist a major international carrier with the new, additional pre-security Covid travel documentation. This new and rapidly changing discipline needed a skilled customer-facing team of people at London Heathrow to become an extension of the airline’s staff, meeting their high expectations of customer service and professionalism.

The Blackjack response

Blackjack recruited, trained and developed a team of 30 new “document checkers”, who became a highly valued extension to the airline’s check-in teams. We designed and produced bespoke clothing branded in the airline’s livery. As traveler numbers grew so did our team, quadrupling in size as it became clear our team provided a polite and efficient way of ensuring all passengers met the new Covid travel requirements.

Our favourite moment

Probably the re-launch of the flights to the USA – the airline went to town celebrating the reopening of America, with dancing troupes, American Football players, the playing of music and the waving of flags. It was certainly a day to celebrate!

The outcome

As it became clear this service was important for passenger service as well as minimising delays at check-in our team grew significantly. We are now offering this service to other airlines who are finding it equally as valuable.