Financial Times - Cathay Pacific unveils new website with more customer focus

Cathay Pacific unveils new website with more customer focus

Cathay Pacific Airways last week unveiled a new, creative look to its web site that improves customer access to flight, service and promotional information.

The airline’s customers played a key part in the design process as feedback from surveys and site analysis shed more light on changes they most want. In addition to the thorough and methodical usability studies, customers participated in surveys and focus groups, and web logs were used to trace pathways in the site most often in use, the airline said.

Checking schedules and searching for special offers featured high on Cathay Pacific passengers’ list of important features so the new site places them in a better position. Online check-in and other key functions, such as checking flight status, are also displayed more prominently in the centre of the homepage to encourage greater use.

This is the fifth version of the Cathay Pacific site – the first was created in 1996. The previous version was voted as having the best online booking engine in the 2006 Asia Money magazine poll of business travellers.

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