In the news: Airlines are increasingly using technology to boost their operations, make the travel experience more stress-free for their customers and even for training staff as shown by Malaysia Airlines, Singapore Airlines and Virgin Atlantic in partnership with tech service providers.
Messaging: Malaysia Airlines is now on WhatsApp
Flight confirmation and flight status at airline’s customers’ fingertips. (Image credit: Grassetto/iStock-Getty Images)
Malaysia Airlines has joined its counterparts in other parts of the world in using WhatsApps to connect with its customers, announcing earlier this week its official presence on the messaging app.
The national carrier said it is the “the first airline in Malaysia to introduce this service”.
Customers who opt in to this service are able to receive their flight booking confirmation and flight status directly through the messaging app.
This new platform is in addition to the airline’s traditional methods of communication of email and SMS.
Malaysia Airlines’ CEO Izham Ismail said this new service would enhance the travel experience for today’s always connected customers. ““The WhatsApp Business solution will enable us to reach out to more passengers as WhatsApp is one of the most popular messaging applications with more than 1.5 billion users worldwide,”
He added that ‘Malaysian Hospitality’ (the airline’s slogan) is not just about the service. “It is about making the journey more convenient for our passengers.”
The WhatsApp feature is in line with the airline’s journey to digitalistion. In April this year it launched three digital solutions — MHguardian, MHfeedback and MHchat.
The carrier said it would continue to offer more services in the future and allow its guests to receive important updates such as check-in, schedule and other operational notifications via the messaging app.
Travel Technology: SIA gives customers mobile boarding pass access via Goggle Pay
Access boarding pass via Google Pay for SIA guests. (Image credit: Akyphoto/iStock-Getty Images)
Singapore Airlines is introducing another new service to its customers – the choice to save their mobile boarding on Google Pay, the digital wallet platform and online payment system developed by Google.
“This is the first time an airline in the Asia-Pacific region has such a capability on Google Pay,” said the airline in a statement when announcing this new initiative, which also aims to provide a “more efficient on-ground experience” for its customers.
Customers just need to produce their boarding pass, which are saved to Google Pay, and proceed straight to the boarding gate after clearing immigration formalities.
SIA, however, points out that a customer will require an Android mobile device and first generate a boarding pass via the SingaporeAir mobile app before being able to save it to Google Pay.
SIA has worked with Google on other digital projects including Google Flight, Google Now and the more recent Google Home to search for flight information, receive booking confirmation emails and set reminders for upcoming flights with greater ease.
“Our partnership with Google and the introduction of saving one’s mobile boarding pass to Google Pay is an example of SIA’s continued investment to broaden and enhance our digital capabilities,” commented Campbell Wilson, SIA senior vice president, sales and marketing on the airline’s new initiative.
Checking in for flights via a mobile boarding pass on Google Pay is available at airports worldwide. Cities in Asia include Singapore, Kuala Lumpur, Bangkok, Bali, Surabaya, Hong Kong, Seoul, Taipei, Tokyo, (Haneda and Narita), Fukuoka, Nagoya and Osaka.
Augmented Reality: Virgin Atlantic turns to innovative tech for staff training
Virgin Atlantic using augmented reality for staff training. (Image credit: SITA).
Virgin Atlantic is using augmented reality (AR) to train its staff with an iOS app that allows the cabin crew to walk through and acquaint themselves with the airline’s Dreamliner aircraft without visiting the airport or getting onto the plane.
The app, developed in collaboration with global IT provider SITA, complements the existing classroom training, allowing crew members to see the cabin projected as a portal in front of them and are able ‘walk into’ the cabin.
“The AR app simulates the full-size view of the interior cabin, giving crew a feel for their new working environment, including accurate spatial awareness. This allows the airline to train crew on new aircraft in a fun and engaging way from the airline’s headquarters in Crawley, London,” explains SITA.
Don Langford, CIO of Virgin Atlantic, noted that innovation is the lifeblood of a modern airline. “New technologies such as augmented reality hold out the promise to better manage our airline operations while providing an enriched experience to our increasingly tech-savvy passengers. SITA has long been a partner in exploring the frontiers of technology and this AR application is no exception.”
The two companies have often worked together to drive innovation in technology. In 2013, they partnered to develop Google Glass and Sony Smartwatch technology that enable the airline’s concierge staff to deliver personalised customer service.
Gustavo Pina, head of SITA Lab, said the Lab has identified AR as one of the emerging technologies that would benefit the air transport industry in the years to come. “Working with pioneering airlines such as Virgin Atlantic makes it possible for SITA Lab to really explore the potential of augmented reality and evaluate its business benefits. This project is a vital step in that journey of exploration.”
