Service Beyond the Skies: Empowering Crews, Delighting Passengers

The Challenge

The inflight experience is a critical differentiator for airlines. Flight and cabin crews are fundamental to safety, efficiency, and passenger satisfaction. However, fragmented or unreliable communication methods between crew members, and between the aircraft and ground operations, can severely hinder their ability to deliver exceptional service or respond effectively to in-flight issues. Relying on intercoms, limited Wi-Fi messaging, or struggling with personal device usage for work-related communication creates inefficiency, delays, and compromises the passenger experience. Crews need a secure, unified, and consistent communication platform that mirrors their on-ground capabilities, even at 30,000 feet, to empower them for every scenario.

Business Impact

Suboptimal Passenger Experience

Slow or inefficient crew communication directly impacts passenger service, from delayed responses to requests to difficulties resolving in-flight issues. This leads to negative passenger perception, affecting loyalty and brand reputation.

Reduced Crew Efficiency & Morale

When crews struggle with communication tools, their effectiveness is compromised. This can lead to frustration, increased workload, and reduced morale, particularly in high-pressure situations, making their job more challenging.

Safety & Security Implications

In emergencies, immediate and clear communication between all crew members and ground control is paramount. Any delay or miscommunication due to inadequate tools can have severe safety and security implications, jeopardising lives and aircraft.

How Tango Extend Solves This

Tango Extend empowers flight and cabin crews by providing a consistent mobile identity and seamless integration with their enterprise communication platform (Microsoft Teams or Cisco Webex Calling). Even when airborne and connected via inflight Wi-Fi, crews can communicate with colleagues on the ground or other crew members using their business number, accessing familiar collaboration tools. This facilitates rapid decision-making, better coordination for passenger needs, and efficient management of unexpected events, ultimately enhancing the passenger experience.

• Consistent Business Identity — crews use their dedicated business number on their mobile device, ensuring professional and traceable communications, even when off-duty or in other locations.
• Seamless Onboard-to-Ground Link — leverages inflight Wi-Fi to extend enterprise UC capabilities to the aircraft, enabling direct and immediate communication between the flight deck/cabin and ground operations.
• Enhanced Collaboration Tools — provides access to unified communication features like group messaging, voice calls, and even video (where bandwidth allows), facilitating rapid coordination among crew and support teams.

Use Case

During a long-haul flight, a medical emergency arises. The cabin crew needs immediate advice from a medical professional on the ground and to coordinate with ground operations for an ambulance upon landing. With Tango Extend, the cabin manager can use their standard business phone number on their mobile, connected via the aircraft's Wi-Fi, to initiate a secure Microsoft Teams call with the airline's medical support team and simultaneously message ground dispatch. This real-time, integrated communication ensures the passenger receives appropriate care and a smooth, prepared landing, enhancing both safety and passenger support.

FAQs

Q? Does Tango Extend work with inflight Wi-Fi systems?

A: Yes, Tango Extend extends your enterprise UC platform (Teams or Webex) to mobile devices. If an aircraft provides Wi-Fi connectivity, crews can leverage this to make business calls and messages via their UC application, effectively extending their office-based communication tools to the airborne environment.

Q? Can crew members use their personal phones for work communications with Tango Extend?

A: Yes, Tango Extend is fully compatible with BYOD (Bring Your Own Device) policies. It allows the airline to provision a business identity and communication capabilities onto a crew member's personal mobile, ensuring all work-related calls and messages are secure, recorded, and managed by the company, while maintaining separation from personal usage.