Visual Line and Future - Present - Airport Customer Experience
As airport operations have evolved over the decades, so has aviation commitment to improving customer experience. From the introduction of back-to-back mobile systems to the most recent Wi-Fi upgrades at a wide airport, technology has made life easier for travelers - and they work very well at airports and in-flight airlines.
Visual queue technology provides the next level of development in improving customer experience. And perhaps no experience at the airport is more frightening than a security checkpoint. Resolving long waits and annoying issues at checkpoints can be a sacred way to enhance a traveler’s journey on their plane. Digital line management comes close to making that solution a reality. Consider this scenario: Passengers arrive at the airport having a waiting period instead of waiting in line. Or they go into the visible line after checking their luggage and get something to eat, visit the shops near the checkpoint, take their farewell time for loved ones, or anything else instead of getting in line and hope it will go soon. These passengers would then receive a warning on their phones to come to the checkpoint. This dream state is not as bad as it may sound. Waiting times can be very controllable - if not eliminated - and while actual safety checks can still irritate some passengers, it does not precede the tiring journey on the long line. A line of visual safety check points is still a few years old, but today, technology is making an impact on airports with two separate use cases. Visual Line and Customer Service Counter If a security checkpoint is the worst passenger experience, waiting for airline customer service calculators may be a second second. Passengers who have missed contact, who are experiencing long delays and canceled flights, or who have had their travel plans delayed may already be a little dim. Seeing a long line of customer service adds to their stress. The visible line now offers a way to eliminate this pressure on travelers, create better customer service staff, and gain flight operations. The process is as follows: ● Travelers who need help from a customer service agent can scan a QR code to enter a visible line, or they can scan their boarding pass or travel plan and / or enter information at the kiosk. ● Now in the system, travelers receive updates on their waiting time, and are told when to start returning to the customer service counter. ● The system, either automatically or at the direction of the customer service agent, may request the traveler more information.
0 Comments