EPS Client: Aircell

End Client: Aircell -  American Airlines, Delta, Virgin America

Program: Gogo Inflight Internet

Objective: Aircell was the first company in history to offer broadband wireless internet access on-board commercial aircrafts. EventPro Strategies was chosen to recruit, hire and manage Customer Service Representatives (CSR’s) for the launch of Gogo service.  CSR’s worked in two capacities—as technical support on board the aircraft (“in flight”), as well as at a kiosk component (“at gate”) to drive awareness at the gate of each equipped plane.

Phase I – American Airlines Only

• 23-In Flight CSRs, 3- Full Time Market Managers, 15 Gate CSR’s, 4 Gate Support Staff
• 3 Airports (JFK, LAX, & SFO), 4 week, 7 days/ week activation for in-flight component



• This was the first in-flight Customer Service Representative experiential campaign!

Phase II – American Airlines Only

• 3- Full Time Market Managers, 20 Gate CSR’s
• 3 Airports (JFK, LAX, & SFO), 4 weeks, 7 days/ week activation for gate component

Phase III – American Airlines, Delta & Virgin America

American Airlines-

Gate Component:

• 3- Full Time Market Managers, 20 Gate CSR’s
• 3 Airports (JFK, LAX, & SFO), 2 months, 7 days/ week activation for gate component

Delta-

In-Flight:

• 3- In Flight CSRs
• In Flight- 7 day activation at LaGuardia, 6 Roundtrip flights a day

Gate Component::

• 2 Full time Market Managers
• 4 Gate CSRs
• 3 Airports (BOS, DCA, LGA), 4 weeks, 5 days/week activation

Virgin America-

In-Flight:

• 1- In Flight CSRs
• In Flight- 1 day Market Test

Phase IV-

American Airlines-

Gate Component:

• 3- Full Time Market Managers, 20 Gate CSR’s
• 3 Airports (JFK, LAX, & SFO), 3 months, 7 days/ week activation for gate component

Program Details:

• At-Gate and In-flight - EPS went through an extensive process of reviewing and interviewing hundreds of our premier Talent in order to choose the 42 most qualified candidates. All staff  required to be extremely tech-savvy, have successful management experience and display a high-level of professionalism
• All CSR’s work independently – with no client presence onsite. In-flight CSR’s were required to show an advanced level of tech-awareness and were required to understand and troubleshoot with all popular operating systems (PC and Mac based), as well as WiFi enabled mobile devices, such as iPhone, Trio, Blackberry, etc
• EPS was heavily involved in the extensive in-person training of all CSRs and Managers
• EPS project management:
  • EPS was hired to consult on project specifics and assume the project management role
  • Determined amount of CSR’s needed for each component

  

  • Scope of CSR’s duties and “day in the life”
  • Reporting (both content, as well as creation of all reporting components)
  • Specific schedule creation and development for in-flight and at-gate
  • This on-going program continues to grow and develop, adding additional airports and Airlines such as US Airways launching soon!