Faster Flying

Blanket brainwave

How an innovative hi-tech blanket that changes colour is helping BA understand its customers’ needs in flight.

British Airways has begun testing a hi-tech blanket which changes colour using brainwaves, to help it understand which aspects of customer service to improve or adapt. The ‘happiness blanket’, which is woven with fibre optics, uses neuro-sensors to measure a person’s brainwaves and changes colour from red (less relaxed) to blue (very relaxed). A group of volunteers was invited on board the BA189 Dreamliner service from Heathrow to New York to try out the blankets for themselves and report on their experiences.

Frank van der Post, British Airways’ managing director, brands and customer experience, said: “This is the first time this technology has been used by any airline to help shape how service is delivered on board an aircraft. Using technology like the British Airways ‘happiness blanket’ is another way for us to investigate how our customers’ relaxation and sleep is affected by everything on board, from the amount of light in the cabin and when they eat to what in-flight entertainment they watch and their position in the seat.”