Copenhagen focuses on service

By Doug Newhouse |

Copenhagen Airport says it is the first airport in the world to equip its customer service staff with direct passenger contact test Google Glass.


It says that the initial results have been ‘quite positive’ with this wearable technology providing multiple assistance to the wearer to assist in providing help to passengers.


These services apparently include on-the-spot translation for passengers who do not speak Danish or English; fast communication among colleagues by sharing images, text or calls; and, not least, a huge reference database that can provide answers to the questions people ask the passenger service team every day.


All of this can apparently be accessed with a few taps on the frame of the glasses, or just a wink of the eye and the airport says that the chances are in future that passengers will find themselves assisted by service personnel wearing these devices.




Commenting on the initial testing, Copenhagen Airport’s Director for Customer Care, Marie-Louise Lotz said: “The feedback has been very positive, from both passengers and the passenger service staff doing the testing. The glasses are user friendly, and it’s really important to our staff that the devices are hands-free. Every day, they carry around documents and equipment like duty rosters, desk allocation sheets, peak prognosis sheets, passenger numbers and cruise arrivals, smartphones, radios and many other things.


“Having their hands free and all this information potentially available from a small computer like Google Glass allows our people to engage better with passengers, for example when helping them check in, because they do not have to focus on a screen.”


According to the airport company, the Google Glass product offers a number of built-in options that Copenhagen Airport has been using from the start, such as Google Translate and fast information sharing. With the development of a tailored app that communicates with the glasses, Google Glass would be of even more value to Passenger Service it says.


“Copenhagen Airport is always looking for ways to use innovative technologies to make passengers’ time at the airport the best possible experience. The pilot project with Google Glass was very promising, and we are now looking at how we can efficiently implement wearable technology for our passenger services team,” said Christian Poulsen, Chief Technology Officer at Copenhagen Airport.


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