Copenhagen Airport trials Google Glass
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Copenhagen Airport has trialled a new Google Glass app developed by SITA.
In the first such initiative by any airport in the world, Copenhagen equipped its passenger service staff with the wearable technology, providing them with details about passengers and airport operations.
And according to both SITA and the airport, the trials were largely successful.
“The feedback from our passengers and service team has been overwhelmingly positive,” said Marie-Louise Lotz, Copenhagen Airport’s director of customer care.
“We found Google Glass very easy to use and more user-friendly than other devices such as tablets. We can reduce the amount of paper our duty managers need to carry to give great customer service, such as duty rosters, desk allocation sheets, peak prognosis, passenger numbers and cruise arrivals. And because the devices are hands-free, our managers are not focusing on a screen and can engage better with our passengers.”
The team also noted that having access to services like Google Translate and gate, baggage or flight information helped them improve dialogue with passengers.
Speaking at the Air Transport IT Summit in Brussels, Jim Peters, SITA’s chief technology officer, said; “The killer benefit is that this technology is hands-free and enables a new way of working. At Copenhagen Airport we have seen real benefits for both passengers and service staff. From an operational point of view, the ease of adoption and the user-friendliness of the Glass devices are great – it only takes a day for staff to familiarise themselves with the new equipment.”
SITA admitted however, that there are still some technical issues to iron out.
“The devices need improved scanning capability, battery life and reduced heating during operation. But the potential for widespread usage in the air transport industry is great. SITA will continue testing and researching the best ways for this innovative technology to be embraced by airports and airlines,” Peters added.
According to feedback, younger passengers were more excited about the new technology, while the older age group did not notice the devices, but were “pleasantly surprised” by the added benefits the airport staff were able to deliver.
This trial marks the latest stage in the roll-out of wearable technology in the travel industry. This week a company in the US unveiled a new Google Glass app for hotel reception staff, and Starwood has developed a Google Glass app for its loyalty programme. Earlier this year, SITA and Virgin Atlantic agreed to trial Google Glass technology at London Heathrow Airport.
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