Aer Lingus 2008 Annual Report Download - page 23

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AER LINGUS GROUP PLC - ANNUAL REPORT 2008
21
London
Customers: The Group’s website, www.aerlingus.com,
gives the Group the opportunity to communicate directly
with customers and to provide customers with all the
information that they need to make it easier to book
their flights and to travel. In 2008, 77% of all bookings
were made through www.aerlingus.com. Services
offered on the website, which are available in eight
different languages, include timetables, car hire, hotel
accommodation, travel insurance, sky shopping, advance
check-in and seat selection, pre-payment of baggage
charges, booking changes, passport and visa information,
collection of advance passenger information required by
the US authorities, investor relations, real-time arrival and
departure times and in-flight health and comfort advice.
Customers can also sign-up to receive regular e-mails
with special offers.
During 2008 Aer Lingus introduced a new Flexifare which
allows customers to change the date and time of their flight
for free in addition to complimentary seat selection and
checked bags, amongst other benefits.
Aer Lingus also distributes, free of charge on all flights to
the UK, Europe and USA, its in-flight magazine, Cara. On
4 December 2008, Cara, which is published eight times a
year, was awarded the prestigious Customer Magazine of
the Year 2008 award, by the PPAI. Cara was awarded for
its polished, smart image whilst meeting Aer Lingus
customer needs.
Aer Lingus operates a frequent flyer programme, the “Gold
Circle Club”. It entitles members to earn and spend frequent
flyer points on Aer Lingus flights and partner member airline
flights. Members can also use their points earned on a range
of quality services provided by our program partners. When
travelling on Aer Lingus flights, Gold Circle Club members can
access Gold Circle Lounges at most airports served by Aer
Lingus. Some Gold Circle Club members also qualify to use
partner airline lounges.
Ethical
The Aer Lingus Code of Business Conduct and Ethics
aims to ensure the highest ethical standards in conducting
business activities with customers and suppliers. The code
supplements established procedures, regulations and
authority levels already in place. Staff contracts contain an
obligation to comply with Group policies. Under the Code of
Business Conduct and Ethics employees have a responsibility
to declare in writing any potential conflict of interest which
might affect their impartiality in carrying out their duties;
maintain confidentiality of information at all times; and ensure
they do not accepts gifts, entertainment or favours from
customers or suppliers which could compromise them.
In addition, there is a specific procurement policy, which
governs the purchase of significant goods and services.
(L-R) Aer Lingus Pilot Pat Cahill at check-in before
departing for on his fundraising mission, pictured with
former CEO Dermot Mannion and founder of the Laura
Lynn Hospice Foundation, Jane McKenna
Aer Lingus in-flight magazine, Cara was awarded “Customer
Magazine of the Year 2008” award, by the PPAI.