Denmark’s Copenhagen Airport has approved the use of Google Glass technology, following a successful trial by its passenger services team.
As a result, it has become the first airport in the world to use Google Glass.
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The airport partnered a study team from air transport IT provider SITA for the trial and the results from both passengers and the airport service team have been positive.
The team revealed that access to services like Google Translate, as well as gate, baggage or flight information would help them improve the dialogue with passengers, resulting in an improved level of customer service.
In addition, sharing information with other colleagues on duty by using the camera for documentation purposes and publishing photos on a closed work forum was found to promote instant interaction between duty managers.
Copenhagen Airport customer care director Marie-Louise Lotz said: "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."
SITA chief technology officer Jim Peters said: "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."
"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."
The new trial is a part of the airport’s strategy to embrace new technologies to have ground-breaking passenger services.
The Google Glass project will complement the established services at the airport, including common-use check-in and self-service bag drop.
Image: Google Glass trial at the Copenhagen Airport. Photo: courtesy of Ernst Tobisch.
