Case Study: Virgin Atlantic Airways transforms customers into fans with Microsoft Azure

Crew PlanIT helps Virgin Atlantic transform customers into fans

Virgin Atlantic, one of the world’s most iconic airlines, faced the challenge of turning routine customer transactions into genuine human connections amid an increasingly noisy, multi-channel environment. Partnering with Microsoft Services, the airline sought a practical way to surface meaningful customer insights to crew members so they could create more personal, memorable experiences.

Together they built Crew PlanIT: an Azure-hosted, iOS-enabled app developed using DevOps and iterative design with Flight Service Managers to rapidly prototype and refine features. By delivering on-board access to passenger preferences — from drink orders to entertainment and ground transport needs — the app empowers crews to create more meaningful interactions, helping convert customers into loyal fans.

Virgin Atlantic Airways

Craig Kreeger

CEO