Star Alliance has launched a new connection service to assist delayed passengers at Chicago O’Hare International Airport in the US.
Whenever an inbound flight is delayed, the new service will help passengers find a connecting flight with another member airline of the alliance.
Software monitors the transfer window for passengers who are scheduled to board an onward flight, and then highlights any issues where a traveller or a checked baggage appears to have chances of missing the connecting aircraft.
Star Alliance Customer Experience vice-president Christian Draeger said: “It is frustrating for customers, and indeed for the airlines, when relatively small delays have the knock-on effect that a connection is missed.
“Connection service staff are alerted as soon as a connection is at risk. They meet the customer on arrival and take the necessary steps to ensure that the customer and the bags are expedited and reach their onward flight.
“If a connection cannot be reached, the customer is assisted with re-booking.”
Passengers arriving on international flights need to clear customs and immigration before boarding their connecting flight.
Connection Service will enable Star Alliance customers to use the Express Connection lane in order to help them pass through customs and immigration quicker.
In addition, bags that need to be checked in a second time are specially tagged to ensure that they are handled faster.
Star Alliance member carriers operating at Chicago O’Hare Airport offer approximately 17,500 flight services to 187 destinations each week.
Image: Connection Service software monitors the transfer window for passengers who require boarding an onward flight and flags up any issue where a customer is in risk of missing the connection. Photo: courtesy of Star Alliance.