Team and Project details
Our project is an In-Flight Automated system for Etihad Airlines. The team consists of four students namely Asrar al Yassi, Hamda Al Hameli, Asma Al Hashemi and Salma Al Hosani. The team leader is Asrar and she was responsible for distributing and delegating the work amongst the group members equally. She made sure that everyone did his or her part of the work perfectly. She also checked every part once finished by group members.
We distributed the work equally amongst group member and gave each member what she does best. This was to ensure that the strengths of each group member were put to good use. We started the project by planning its layout, and we sat together, and brainstormed ideas about what software we will use. We also designed the prototype together as a team and got all the designing and planning. Then, we distributed the work and allowed each member to do his or her part. Asrar was responsible for conducting the presentation, and Hamda was in charge of completing the team report. On the other hand, Asma and Salma were responsible for the project delivery. Their duties included preparing the prototype of our system and executing it as planned and designed by the team. The allocation of duties among the group members proved efficient as we were able to perform our duties efficiently.
We were very pleased with the result of our newly proposed system, and the prototype we came up with as a team. We did our best from planning to execution of the project, and we were happy with the result. Each one of us had participated in the project, and we had a good team spirit. As for our sponsor, which is Etihad airlines, they were thrilled with the prototype we presented to them. In fact, they are planning to implement our proposed inflight-system in their aircrafts. In this case, they expect great success of the system as indicated by researches and project analysis. This was very fulfilling, and it has given us confidence that we can come up with something that can be appreciated.
Project Proposed: Etihad Airways In-Flight Automated System
Etihad Airways is a renowned airline company in the United Arab Emirates (UAE) established as a national carrier through a royal decree. The airline started operating in 2003 and grew very fast to become the airline with the fastest growth rate ever in the aviation industry history. This was attributed to the quality of its system. Currently, the system is relatively older when compared with systems of its competitors who have been developing as well as improving their systems based on the latest technology over the years. This old system relied mainly on paperwork and announcements, which the air hostesses give to the passengers pertaining to services available such as catering, reading, entertainment and shopping. Although Etihad Airline focused on increasing their flight path, they have not extended their focus on improving their systems and services. This system is time consuming and prone to many technical hitches like sudden breakdowns.
In this respect, there was a great need to upgrade the current old systems of the Etihad Airline Company, which was the basis of our project. Dynamism in companies is very critical, especially in the ever-changing market environment. Therefore, companies should be dynamic to survive in the competitive markets that are subject to change. Technology has played a critical role in enhancing change in any organization. It can be appreciated that technology keeps improving from time to time. Therefore, organizations should be on the forefront to adopt new technologies in order to be at par with the competitive market. The project focused on implementing an automated in-flight service system in the Etihad airlines. This was attributed to the rapid growth in technology worldwide, which called for efficient and sophisticated service systems in all areas including the aviation industry. This new system incorporated all elements and details about Etihad Airline system and services. This system was comprised of multi tab/menu screens displaying all areas of services that Etihad Airlines offers. However, the system mainly concentrated on categories related to catering, information, entertainment and shopping which are of vital importance to many passengers. In addition, a feedback menu was to get the passengers impression about Etihad Airline services.
Relative to the catering tab, this displayed all types of foods offered where the passengers were required to make their order 24 hours prior to their flight time. This system displayed a full fledged food menu containing the three food courses: appetizers, main course and desserts. Upon clicking on each food course tab, a list of different meals appeared from where the passenger made his/her choice. Each meal on the three food courses was accompanied by detailed information about it. This included its picture, ingredients and nutritious aspects, and health indicators such as calorie content. This helped the passengers in reaching a good decision about their choice of food. Thereafter, upon making the order, the air hostess automatically received the order and started working on it based on the time frame of the flight. This automated system also enhanced display food availability throughout the flights. In this case, the system indicated the meals which were not available or out of stock to avoid inconveniencing the passengers.
In the information feature, three different sources of information, the newspapers, magazines and books based on different demographics such as sports, social, business and technical forums were presented from which the passengers made their choice of interest. In addition to this, the information provided in different common languages from which the passengers chose based on his/her language preference. Another feature that was incorporated in this sector is the navigation features, which enabled passengers to navigate through the articles in the various information sources available. For all the above sources, and especially the newspaper, there was a variety of local and international materials for passengers to choose which to read from. Furthermore, as far as the books were concerned, brief information about the books was presented like the book title, author, place and year of publication, as well as the book summary.
In regards to the entertainment, the entertainment menu was comprised of three segments: music, movies and an insertion option to enable passengers input their own stuff. To begin with, the passenger had to first choose the entertainment tab on the main screen from where it lists options before appearing. On the front of music, like in the news segment, the music was presented based on the common language preferences more so English and Arabic. A list of music based on genre and artists appeared once one had selected his or her language preference. A list of their music was displayed once one had selected a certain genre or artist. The mode of the sound output of this system was through earphones. This ensured that there was no disturbance caused to the other parties. The movie sector was similar to that of music. Furthermore, the insertion option enabled passengers to view and listen to their entertainment preferences they had carried on their storage devices like the USB flash disks. These mass storage devices were to be first scanned to ensure no viruses or other suspicious files are transferred to the system. Afterwards, the passenger would be allowed to choose and play his/her stuff.
In respect to the shopping menu tab, the system presented the duty free products on offer. Since shopping is one of the most important aspects of people particularly passengers, automating this feature would attract and satisfy more passengers. This is because more time and efforts from both passengers and cabin crew would be saved. This menu entailed different shopping accessories like perfumes, handbags, electronics, toys, watches and so forth which upon selecting displayed their various models, make and prices too. For instance, if one chose the handbag category, detailed information about the handbags would be displayed. These include the type of the handbag with respect to its color, size, price and availability. This display process was similar for other categories upon choosing. The system also enabled passengers to order things in different categories where after finishing; a bill was issued to the passenger for the ordered items. In addition to this, the system offered different payment options like via Visa or cash for the passengers to choose. After choosing the mode of payment, the passenger’s order was delivered to the cabin crew screen. Here, it would then be processed, prepared and delivered to the respective passengers.
Further into the feedback menu of the automated system, this acted as a significant satisfaction program for passengers. Here, the passengers openly expressed their varied opinions such as compliments, suggestions and complaint regarding the Etihad in-flight services. Whenever, a passenger wished to express his/her feeling about the services offered he/she moved to the feedback menu. The feedback menu provided different feedback options: complement, complaint, and suggestion from where one could choose.
Evaluation Instrument
Analyzing the market is an essential part of any project. Thus, we decided to carry out surveys that will suit our purpose and help us get the information that we needed from the passengers. This was also to enable us to get feedback from the cabin crew about Etihad airline services and products. The survey questions are as listed in the table below.
Please take a moment to help us to know your feedback about the in-flight new system.
Select your age group?
□ 17 To 20
□ 21 To 25
□ 26 To 30
□ 31 and above.
Select your gender?
□ Male
□ Female
Select your status?
□ Passenger
□ Cabin Crew
How many times have you travelled with us over the last twelve months?
□ None
□ Once
□ Twice
□ More than three times
Which class did you choose for your flight?
□ Coral Economy
□ Pearl Business
□ Diamond First
What was the purpose of your travel?
□ Business
□ Personal
What was your first impression about the In-flight automated system?
□ It was fantastic
□ It was boring
□ It was confusing
□ I loved and got addicted to it from the start
Do you find the in-flight automated system easy to use?
□ Yes
□ No
□ Sometimes
Do you find what you were looking for in the in-flight automated system?
□ Yes
□ No
What is your primary use of the in-flight automated system (passengers only)?
□ In-flight Food application
□ In-flight Information
□ In-flight Entertainment
□ In-flight Shopping
□ All of the above
How would you rate in-flight food and drink options (passengers only)?
□ Excellent
□ Very Good
□ Good
□ Poor
□ Very Poor
How would you rate our reading material (passengers only)?
□ Excellent
□ Very Good
□ Good
□ Poor
□ Very Poor
How would you rate our in-flight entertainment (passengers only)?
□ Excellent
□ Very Good
□ Good
□ Poor
□ Very Poor
How would you rate our in-flight shopping (passengers only)?
□ Excellent
□ Very Good
□ Good
□ Poor
□ Very Poor
Do you find the in-flight automated system content easy to access?
□ Strongly agree
□ Agree
□ Strongly disagree
□ Disagree
The in-flight automated system ratings (out of 5)
□ 1/5 (Very Bad)
□ 2/5 (Bad)
□ 3/5 (Good)
□ 4/5 (Very Good)
□ 5/5 (Excellent)
Do you think the in-flight automated system needs any modifying in the following areas?
□ Applications
□ Design
□ Performance
□ All of the above
How would you rate our cabin crew availability/punctuality throughout the flight (passengers only)?
□ Excellent
□ Very Good
□ Good
□ Poor
□ Very Poor
Do you suggest any further improvements?
□ Yes
□ No
If yes, please feel free to write for us your recommendations upon system development?
……………………………………………………………………………………………
Passengers ID:
Cabin Crew ID:-
The above survey questions were distributed amongst passengers and cabin crew at Etihad Airline. This was aimed at getting their opinion and suggestions about the in-flight automated system after its implementation in Etihad Airline Company. After collection of the survey questions, analysis of the survey questions was done.
Data Records
Passenger Table Records
Passengers
Pass-ID
Pass-Name
Pass-Sit-No
Pass-Flight-No
2313
Ahmed Ali
D-20
LN-98
7369
Salama Awad
C-7
PR-76
8730
James Reisz
A-11
NY-39
3952
Samir Sami
F-23
AL-24
8375
Barry Jet
F-20
LN-21
1231
Rana Salem
B-13
PR-97
2329
Talal Mosa
A-29
CR-32
6756
Moza Saeed
E-9
AD-30
2380
Marwan Ahmed
C-15
AD-32
1348
Laila Saleh
F-15
FR-24
Flight Table Records
Flight
Flight-No
Departure
Arrival
Flight Duration
Country
Terminal
LN-98
1800
2230
0430
London
2
PR-76
0900
1300
0400
Paris
3
NY-39
1000
300
1700
New York
3
AL-24
4000
0845
0445
Algiers
1
LN-21
0820
1250
0430
London
2
PR-97
1115
1515
0400
Paris
2
CR-32
1600
2000
0400
Cairo
3
AD-30
0730
0900
0130
Abu Dhabi
1
AD-32
1700
2120
0420
Abu Dhabi
1
DH-24
1200
1250
50
Doha
2
Order Table Records
Order
Order-ID
Order-Type
Order –Time
Hostess-ID
F-879
Food
1230
980
F-234
Food
1500
657
M-989
Movie
0900
991
B-982
Beverage
0100
837
DF-98
Duty Free
8030
232
DF-24
Duty Free
1845
834
B-987
Beverage
1920
295
M-129
Movie
2300
398
S-675
Sweet
0030
837
S-383
Sweet
5030
847
Air-Hostess Table Records
Air-Hostess
Hostess-ID
Hostess-Flight-No
Hostess-Class
980
LN-98
Diamon First Class
657
PR-76
Coral Economy Class
991
NY-39
Pearl Business Class
837
AL-24
Coral Economy Class
232
LN-21
Diamon First Class
834
PR-97
Pearl Business Class
295
CR-32
Coral Economy Class
398
AD-30
Coral Economy Class
837
AD-32
Diamon First Class
847
PR-24
Pearl Business Class
Suppliers Table Records
Suppliers
Sup-ID
Sup-Phone
Sup-Location
Sup-Type
Order-ID
887
02-552 8494
Abu Dhabi
Food
F-879
345
03-948 1884
Al Ain
Food
F-234
454
02-642 2959
Abu Dhabi
Movie
M-989
146
02-483 8477
Abu Dhabi
Beverage
B-982
806
04-737 9284
Dubai
Duty free goods
DF-98
478
04-988 9899
Dubai
Duty free goods
DF-24
844
02-977 7779
Abu Dhabi
Beverage
B-987
476
03-333 7387
Al Ain
Movie
M-129
452
02-876 6859
Abu Dhabi
Sweet
S-675
737
04-676 8767
Dubai
Sweet
S-383
Pass-Order Table Records
Pass-Order
Pass-Id
Order-ID
Pass-Sit-No
Order-Time
Order-Type
2313
F-879
D-20
1230
Food
7369
F-234
C-7
1500
Food
8730
M-989
A-11
0900
Movie
3952
B-982
F-23
0100
Beverage
8375
DF-98
F-20
8030
Duty Free
1231
DF-24
B-13
1845
Duty Free
2329
B-987
A-29
1920
Beverage
6756
M-129
E-9
2300
Movie
2380
S-675
C-15
0030
Sweet
1348
S-383
F-15
5030
Sweet
First and foremost, both passengers and the cabin crew expressed their fascination with the new automated inflight system. Nevertheless, they acknowledged the system at first brought confusion especially to those who had travelled and worked with Etihad Airlines using the old system. The majority of them loved and got addicted to the system from the start. Additionally, they the convenience of the system in terms of usage where they claimed it was easier. Furthermore, they attested that the system provided the necessities that they had been searching. On the other hand, some were more confused about the system and in return got bored of it. Unlike the vast majority, they claimed the system was not easy to use and did not provide what they wanted. The few passengers who had never travelled with Etihad Airlines were fascinated with this system which they claimed was not present in most of the Airlines.
From the above data records, the primary use of the in-flight system by the passengers was on acquiring catering and shopping services. Out of the 10 survey passengers, 4 passengers on one side ordered food while the others ordered duty free items during their flight. In this respect, this signifies the crucial services for flight passengers. On the other hand, the remaining two passengers were in interested on entertainment on the in-flight automated system. On the contrary, the reading/information received no attention from the passengers interviewed. As far as the rating of the Etihad’s in-flight automated services is concerned, this was based on the class flight chosen by passengers.
Class Flight
Class
Number of Passengers
Diamond First
3
Coral Economy
4
Pearl Business
3
The Pearl Business and Diamond First Classes recorded three passengers each and the remaining went to the coral economy class. Relative to the service ratings of the in-flight automated system: the pearl business class passengers overall recorded the highest ratings (Very Good) on all fronts of the automated inflight system like service, food and drinks, entertainment, shopping, cabin crew availability and punctuality. Nevertheless, the diamond first class passenger ratings almost tied with that of pearl business class and the coral economy eventually recorded the lowest ratings.
The majority of the passengers had travelled for personal and opted for all classes based on their financial potential. This is attributed to the fact that the average use of the automated services fell on activities related to personal luxuries and pleasures including entertainment and shopping. On the contrary, the passengers who were business oriented were concentrated only on the pearl business and diamond classes which would offer a better business environment. In addition to this, the business oriented passengers utilized the automated system for food and drinks only.
Finally, both passengers and cabin crews felt that the system was good, but it needed some modification. This was mainly on the basis of classes where vast differences were observed. The lower class, coral economy recorded ratings that were lower although accepted as good for a new system. Most notably, it is evident that all the initiatives for this new system were directed towards improving the higher classes.
Challenges
We have faced different obstacles in carrying and implementing this project. These obstacles range from individual to the entire group too.
First of all, time management has been the major hindrance in this project both individually and as a group. This is attributed to the fact that we had other commitments related to our other course requirements, exams, and personal projects. This contributed to us lacking the total focus of our Information Management Project. In addition, because the group members have different class schedules some had morning classes, others evening and so forth. This contributed to lack of uniformity in meeting because most of the times we were limited to early or night hours and weekends. This limited our potential as the majority of the group members were usually sleepy and tired. Adequate time is a necessity in ensuring high performance and creativity in any project.
Next, we have faced communication problems within the group. In this case, the group members lived far from each other and had different class schedules. This limited the face to face communication which is vital importance in any project. In addition, due to the busy schedules, some of the members caused communication inconveniences.
Another major obstacle in our project was on the technical part of it. The technical application that we used with our project brought some challenges. Moreover, not all the group members were efficient in using the application that led to further delays in seeking for assistance.
Recommendations
Based on the above challenges, we reached certain recommendations to improve our future projects.
In regards to time management, we recommend for projects to be given early in advance, specifically during the start of the first semester. This would give ample time to come up with creative ideas and collect all the requirements for the project. Most notably, in the beginning of the semester there are usually no few activities and most of the students are available.
Relative to communication barrier, we recommend that the projects to be formulated by members from near geographical locations. This would ensure face to face communication and meetings during the odd hours and time. On the other hand, warding of the project early enough would ensure proper planning of the members in terms location and timing.
On the front of technical hitches, we recommend that students should use the systems they are well familiar with and be equipped with the relevant technical knowledge of the projects they are supposed to handle by their supervisors.
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