Alaska Airlines Creates Customer Innovation Department to Make Flying Easier
SEATTLE — Alaska Air Group has created a new Customer Innovation Department to carry out its strategic goal of making the traveler's experience from buying a ticket to the day of flight as simple and efficient as possible. Curtis Kopf, an Alaska Airlines managing director who oversees the carrier's website and other e-commerce activities, will lead the new department as vice president of customer innovation.
"By bringing teams from around the company together in one department under Curtis' leadership, customers on Alaska will benefit further from more options to plan their travel and get through the airport quickly and easily," Alaska Air Group President and CEO Brad Tilden said..
Through the efforts of Kopf and his team, Alaska Airlines has significantly upgraded its online and mobile websites, and rolled out iPhone and Android apps that enable travelers to buy a ticket, track their flight status and obtain an electronic boarding pass, among other features. The most recent improvement to the apps allows travelers to see their ranking on the first class upgrade and standby lists.
"Alaska Airlines has a long history of innovation, including being the first airline in the U.S. to sell a ticket and check in a customer online," Kopf said. "The Customer Innovation Department will continue that tradition by solving problems in new ways and, in the process, make Alaska the easiest airline to fly for our customers."
Previously managing director of customer innovation and alaskaair.com, Kopf joined Alaska Airlines in November 2010 after leading communications efforts and e-commerce programs at other companies for more than 20 years. His experience included responsibility for 12 global websites and senior positions in e-commerce site management and merchandising at Microsoft as well as similar roles at Amazon. Kopf earned a bachelor's degree from Brown University and a master's from Johns Hopkins University.
Alaska Airlines, a subsidiary of Alaska Air Group (NYSE: ALK), together with its partner regional airlines, serves 95 cities through an expansive network in Alaska, the Lower 48, Hawaii, Canada and Mexico. Alaska Airlines has ranked "Highest in Customer Satisfaction Among Traditional Network Carriers" in the J.D. Power and Associates North America Airline Satisfaction StudySM for five consecutive years from 2008 to 2012. For reservations, visit www.alaskaair.com. For more news and information, visit the Alaska Airlines Newsroom at www.alaskaair.com/newsroom.
Posted: April 17, 2013