British Airways’ new customer service program, Know Me, will have employees searching the internet for customer pictures, reports The Verge.As British Airways puts it, the “most recent advancement of the system enables the British Airways team to search Google images for a photo of specific customers, so they can recognise them as soon as they enter the airport or aircraft.”
Jo Boswell, BA’s head of customer analysis, says that this is all being done in an effort to recreate the feeling of recognition you get when you go to a favourite restaurant or other venue.
Predictably, this new service has landed BA in a privacy scandal. The Evening Standard quotes a privacy advocate as saying “since when has buying a flight ticket meant giving your airline permission to start hunting for information about you on the internet?”
British Airways in undeterred, however, and aims to use the system to serve 4,500 customers per day before the year’s out.
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