Giving customers more control with our Inflight delivery options

We’ve been busy enhancing our parcel services to make sure we are continuing to meet the needs of our sending and receiving customers.

We recently launched Inflight delivery options, available on our Tracked services, which has been the number one request from our customers.

Inflight delivery options enable recipients of Royal Mail Tracked 24 and Tracked 48 items to change delivery to a preferred neighbour, or to a Safeplace before the first delivery attempt.

The recipient receives a notification and can make the changes via the Royal Mail App or Track & Trace. With Inflight delivery options, recipients can also choose to have their parcel redelivered to a preferred neighbour or Safeplace if they are not going to be at home.

We will soon be trialling additional Inflight delivery options, including the option to change the delivery day or have the item delivered to a Local Collect point (a Post Office or customer service point).

High Wycombe South Delivery Office workplace coach and postman Gary Tarr (pictured) said: ‘It’s brilliant that we’re making this progress to keep up with other companies. It’s a great idea; it’s moving us forward. I’ve had customers say to me that the new Inflight options are brilliant.’

Delivery line manager Gurdip Atwal added: ‘We all appreciate that because other companies are doing these things, we have to offer them as well. Inflight helps us too because it gives specific instructions about where the Safeplace is, so rather than colleagues trying several houses to deliver to a neighbour, they know exactly where to go.’

Adrian Baker, product and marketing director, said: ‘We are in the middle of unprecedented growth in e-commerce, driven by Covid-19, which creates both challenges and enormous opportunity. The UK parcels market remains highly competitive and to maintain share, we must deliver what our customers tell us they want.

‘The great thing about these new features is they also help avoid the frustration of failed delivery attempts. It’s a real win-win.’

11 Sep 2020