REDEFINING THE END-TO-END PASSENGER EXPERIENCE AND BUSINESS PERFORMANCE
Indianapolis International Airport has adopted a novel approach to customer service by introducing the ‘Double Robot’ to roam the terminal and help answer passenger queries.
Heathrow Helpers are now on hand across all terminals to assist passengers during their time at the airport, while a premium Upgrade service will also be added.
KLM is the latest carrier to embrace beacons, and is using the technology to help passengers find their departure gate at Amsterdam Airport Schiphol.
Travellers departing from Toronto Pearson International Airport can view detailed maps of the two terminals to help with wayfinding.
San Francisco International Airport has unveiled a prototype of an app that can help visually impaired passengers navigate through the airport terminal.
Oslo Airport has installed six self-service information kiosks, which passengers can use to find directions and estimated walking times to various points in the terminal.
UK-based leisure carrier Monarch has added roaming Airport Customer Experience (ACE) hosts in nine airports to assist passengers in the departure hall.
Finavia’s TravelLab allows passengers to trial and review prototypes of new services and facilities, ranging from airport yoga to interactive information screens.
Gatwick Airport has launched its ‘Summer of Care’ campaign, in which 30 members of staff will be on-hand to assist passengers in the terminal.
FTE explores how innovations like kerbside lounge access and Passenger Relations Officers can improve the travel experience for premium passengers.
FTE explores how Skype Translator could be used by airlines, airports and travel industry suppliers to improve cross-language customer service.
Brisbane Airport is rolling out touch-screen systems across the terminal to enable passengers to provide real-time feedback on their airport experience.
Ryanair will introduce dedicated services for families and business travellers, including fast track security passes and bigger baggage allowances.
Munich Airport’s Thomas Penner tells FTE how a combination of new technology and ‘old fashioned’ customer service is helping to enhance the passenger experience.
FTE spoke to Paul Kehoe, Chief Executive of Birmingham Airport, and Philip Cox-Hynd, Co-Founder of Harley Young, about how to effectively manage change during a major transition.
San Francisco International Airport has installed interactive digital wayfinding screens in the new Boarding Area E, which passengers can use to find their way around the airport.
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