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Riyadh Air COO Peter Bellew shares insights on proving flights, Ink’s flexibility, cost-saving tech, and a roadmap for biometrics, customer service, and digital retailing.
Why Ink?
Ink is a supplier and a partner, but they’re kind of like family to us. From the first day I met them, we looked each other straight in the eye, and we could tell they were going to be a great partner and family member for Riyadh Air. Ink team has shown enormous flexibility from day one.
Why did you choose the Ink platform for Riyadh Air’s critical operations?
Peter Bellew: Ink offers a unique and innovative solution. I am sure our guests travelling with Riyadh Air will get the most exceptional service possible because our departure control is managed through Ink's system end-to-end, helping us to be the most digitally innovative airline at the moment.
You successfully completed AOC proving flights. What was your experience using Ink technology?
Peter Bellew: Ink was an exceptional partner in achieving AOC. The time and cost savings for us were much greater than I could have hoped for.
For our proving and test flights to get our operator certification, we operated in locations like Mumbai, Kuala Lumpur, Munich, and Cairo, among other places. It was incredibly easy to deploy the Ink system in overseas airports. In each case, our team went there and handed the local ground handling staff a very simple, low-cost Apple iPhone device or an iPad with Bluetooth printers. Without training, within 25 to 30 minutes, they were fully operational. This level of efficiency is unheard of—it usually takes weeks or months.
We got exceptional cost savings because it's a cloud-based solution, independent of some expensive charges imposed by other airports. We also integrated Bluetooth bagtags and automated boarding pass issuance. And a really fascinating thing we experienced was with load control. We did real-live load control and printed out the load sheets for pilots on the aircraft.
Most importantly, to meet all the security requirements in Saudi Arabia and all the countries we worked with, biometric systems were seamlessly used in several airports around the world.
Riyadh Air champions Modern Airline Retailing while focusing on operations. How does Ink support this vision?
Peter Bellew: What we're trying to do with Ink around delivering Orders is offer a brilliant service to our customers. For me, our customers are the guests who travel on the aircraft, as well as young boys and girls and men and women who work at the check-in desks and departure gates at airports. If they see our system as easy to use, straightforward, and highly reliable, they will be happy to work on their flights and offer even better service to the customer. The easier the system is for check-in agents and departure desk teams, the better service they can provide.
Ink’s platform is incredibly user-friendly. If there are disruptions or last-minute changes, passengers can be easily accommodated with just the touch of an iPhone device.
What matters most to you when working with Ink?
Peter Bellew: They've been able to pivot with innovation quickly. They've illustrated a roadmap for us over the next one, three, and five years, where we can show the world how best to use biometrics and how to offer exceptional customer service to guests travelling with Riyaadh Air. And how to do a better job of selling ancillary to the customers before people get to the airport or even at the departure gate.
The entire experience—from booking to check-in, boarding, and beyond—is to be digital and fully connected. We are making it a reality.
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