SkyTeam shifts focus towards customer programmes

SkyTeam CEO Perry Cantarutti, speaking at the CAPA-ACTE Global Summit, stated (27-Oct-2016) the role of the alliance has shifted over the last six years to be more customer-focused. SkyTeam now spends most of the time developing customer facing programmes and benefits that individual airlines would be hard pressed pursuing on its own. "I see that trend continuing. Our focus is not on recruiting new members like it has been in years in the past," Mr Cantarutti said. He added that customer service initiatives are "what our members tell me they want so that's where we very much spend our time and money."