Virgin Atlantic has announced that they are using the latest wearable technology to deliver high-tech customer service to their customers. The company will be using Google Glass and the Sony Smartwatch.
The company is testing out Google Glass and the Sony Smartwatch at Heathrow on their Upper Class passengers, and they are using the technology to deliver ‘the industry’s most high-tech and personalized customer service yet’.
Virgin Atlantic’s new solution replaces an existing process for serving passengers traveling in the Upper Class Wing, the airline’s premium entrance at Heathrow dedicated to Upper Class passengers. Airline staff are equipped with either Google Glass or a Sony SmartWatch 2, which is integrated to both a purpose-built dispatch app built by SITA and the Virgin Atlantic passenger service system. The dispatch app manages all task allocation and concierge availability. It pushes individual passenger information directly to the assigned concierge’s smart glasses or watch just as the passenger arrives at the Upper Class Wing.
Enhancing Customer Experience with Wearable Technology
The integration of wearable technology like Google Glass and the Sony Smartwatch is a significant step forward in enhancing the customer experience. These devices allow Virgin Atlantic staff to access real-time information about passengers, such as their travel itinerary, preferences, and any special requirements they might have. This ensures that the service provided is not only efficient but also highly personalized. For instance, if a passenger has a specific dietary requirement or a preference for a particular type of beverage, the staff can be informed in advance and make the necessary arrangements before the passenger even asks.
Moreover, the use of these devices can streamline the check-in process. Instead of relying on traditional methods, staff can quickly verify passenger details and expedite their journey through the airport. This can be particularly beneficial during peak travel times when queues can be long and stressful for travelers.
Future Implications and Potential Expansions
The trial at Heathrow is just the beginning. If successful, Virgin Atlantic could expand the use of wearable technology across other airports and even other classes of service. This could revolutionize the way airlines interact with their passengers, setting a new standard for customer service in the aviation industry. Other airlines might follow suit, leading to a broader adoption of wearable technology in the sector.
Additionally, the data collected through these devices can provide valuable insights into passenger behavior and preferences. This information can be used to further refine and improve the services offered, ensuring that they meet the evolving needs of travelers. For example, if data shows that a significant number of passengers prefer a particular type of in-flight entertainment, the airline can adjust its offerings accordingly.
The potential applications of wearable technology in aviation are vast. Beyond customer service, these devices could be used for various operational purposes, such as maintenance checks, crew management, and even security. The ability to access and share information in real-time can lead to more efficient and effective operations, ultimately benefiting both the airline and its passengers.
You can find out more details about Virgin Atlantic using the latest wearable technology over at SITA at the link below.
Source, Engadget
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