Last year, social media-savvy KLM Royal Dutch Airlines was the first airline outside the US to start offering customers flight info service via Facebook’s Messenger and now 10 percent of all bookings on KLM are confirmed this way and 15 percent of all online boarding passes KLM issues are delivered via Messenger.
KLM counts that as success so now the carrier says it is the first to roll out delivery of flight info – including booking confirmation, check-in notification, boarding passes and flight status updates – via Twitter and WeChat, the social media tool popular in China.
“The world is becoming more digital. And as a company with 98 years of history, we feel we should continue to be pioneers in innovation and embrace new technology as we did with Facebook,” Pieter Elbers, KLM President and CEO told StuckatTheAirport.com.
He said while Twitter is an important communication tool, WeChat is crucial for KLM to embrace as, after the US, China is KLM’s second largest market outside Europe.
My May “At the Airport” column for USA TODAY is all about some of the cool new technology – and creative uses of emerging technologies – that may soon make your trip through the airport less painful and, possibly, more rewarding.
The ideas were featured at the Air Transport IT Summit I attended in Brussels recently, which was convened by SITA, a global air transport IT provider owned by airlines and other air transport companies.
Here are some of the ideas that caught my eye:
No more check-in lines? KATE may help
Last year, SITA Lab, SITA’s technology research arm, introduced a self-propelling baggage robot, named Leo, who may someday greet you at the airport curb, check you in for your flight, issue your bag tags and then take your bags away for processing.
This year, SITA Lab unveiled Leo’s cousin KATE, an intelligent check-in kiosk that can move autonomously, and in teams to busy or congested areas in airports.
KATE the kiosk can monitor a variety of data sources, including flight and passenger flow information, sense where and where additional check-in kiosks are needed and, using geo-location and obstacle avoidance technology, move through the airport without bumping into things or people.
The robotic kiosks are also designed to automatically return to their docking stations when they are low on power or if they need to be a fresh supply of boarding passes or bag tags.
Kate is cute (although she did run over my toes) and these roving kiosks could not only help airports and airlines better serve passengers when rebooking is necessary due to flight cancellations or weather delays, but they might also be useful on duty in offsite locations, such as train stations and convention halls and, possibly, cruise ports.
New ways to pay airlines – and get paid by airlines
Airlines that use the common-use SITA check-in kiosks and bag-drop stations now standard at many airports currently don’t currently have a secure way to accept passenger payments at those terminals for extras such as baggage fees upgrades and other ancillary items.
At the Air Transport IT Summit, SITA announced that is has solved the ‘multi-merchant’ problem with a new payment system that uses point-to-point encryption (P2PE) technology that can accept various forms of payment, including MasterCard, Visa and Payment Card Industry (PCI)-compliant chip cards.
Look for a roll-out of this in SITA’s common-use kiosks and bag drops stations at airports in the next few months.
On the flipside, for those occasions when airlines must (or want to) compensate passengers for flight delays, cancellation or overbookings, a company called TravaCoin has partnered with SITA to test a voucher system that airlines can use to quickly issue credit to passengers that can (or can only) be spent on new flights, upgrades, hotel stays, services inside the airport or perhaps donated to local charities and non-profits.
TravaCoin CEO and founder, Brian Whelan told USA TODAY he envisions the digital currency being of special interest to airlines based in or flying through European Union countries that are currently required by EU Regulation 261 to pay passengers up to 600 euros (currently about $668) per inconvenience.
“At the moment airlines are holding out and making it awkward,” said Whelan. “They’re losing the money eventually, but also losing customer loyalty. This is a way for airlines, even airlines not covered by the regulations, to be proactive by issuing currency that can be spent in the TravaCoin community. The goodwill and the money go hand in hand.”
So do the benefits that airlines, especially, might gain from adopting TravaCoin currency for compensating passengers.
“There is a ‘breakages’ notion,” said Whelan, “If you give people vouchers, one way the merchant benefits is if the customer never spends the voucher.”
TravaCoin’s surveys have found that while many passengers who say they’d accept the vouchers would ‘top up’ and spend some of their own cash on top of the voucher value, about 20 percent would likely not spend their vouchers at all.
The goodwill aspect of TravaCoin appeals to Brian Cobb, vice-president, Customer Experience at Cincinnati/Northern Kentucky International Airport, which has successfully used new technology to improve customer service with reduced checkpoint wait times and cleaner restrooms in public areas of the airport.
“Love the idea. Especially with the consumer choice in how to spend, including donating back to the community,” said Cobb. “While it is likely sometime in coming, airports may need to leverage customer service recovery tools much in the way airlines do today. It’s a solid method to support recovering the brand perception and exceeding customer expectations.”
Facial recognition experiments are all the rage these days with airlines.
One of the four new self-service bag drop machines Delta Air Lines rolled out recently at Minneapolis-St. Paul International Airport is testing facial recognition technology that can match customers with their passport photos.
At Helsinki Airport, Finnair just concluded a several week test of face recognition technology for check-in.
And today JetBlue announced it is working with U.S. Customs and Border Protection (CBP) and SITA (a global provider of IT and border security solutions) to test a new system that uses biometrics and facial recognition technology to verify customers at the gate.
The program will start in June on flights from Boston’s Logan International Airport to Aruba’s Queen Beatrix International Airport and anyone can participate without prior registration.
Here’s how it will work:
Passengers step up to the camera for a quick photo.
The camera station connects to CBP instantly match the image to passport, visa or immigration photos in the CBP database;
Flight details are verified.
The customer is notified on a screen above the camera when they are cleared to proceed to the jet bridge.
“We hope to learn how we can further reduce friction points in the airport experience, with the boarding process being one of the hardest to solve,” said Joanna Geraghty, executive vice president customer experience, JetBlue. “Self-boarding eliminates boarding pass scanning and manual passport checks. Just look into the camera and you’re on your way.”
A collection of more than 100 toy robots – many with their original boxes – and robot-related catalogs belonging to an Orange County, CA resident are on display at John Wayne Airport (SNA) in the Vi Smith Concourse Gallery, on the upper level across from Gate 18 through 21 in Terminal C.
Robots of a different kind – on display this week at the the SITA IT Summit in Brussels – may soon help ease long check-in lines at your airport.
SITA Lab has created KATE, a smart check-in kiosk that knows when it may be needed and can move on its own to congested areas in airports.
The robotic kiosk uses geo-location technology to find its way through the airport and will use Wi-Fi to connect to airline and airport systems, says SITA Lab, so ‘Kate’ can move freely through the airport terminal using obstacle avoidance technology to avoid bumping into people or things.
The robotic kiosks are designed to give airports and airlines an added tool for managing peaks in passenger flow caused by delays, scheduling peaks or other situations and, while brand new, will soon be tested in airports.