Customer Experience Featured Article

Beacon Technology Improves the Air Travel Customer Experience

October 22, 2014

To most people, the idea of getting away for a while is appealing. Whether it’s a trip to another country to go sightseeing, enjoy nature or simply do nothing for a couple of days, many vacations can be enjoyable experiences for lifetime, or at least something that allows one to recharge their proverbial batteries.

It’s getting there and coming home that provide the most grief. Flight delays, hassles with security, lost luggage, missed flights and a failure to get the latest flight information can ruin what should have been a great vacation. Fortunately, beacon technology can solve some of those problems.

In an Airport World blog, Donald Stuart, CEO at Brainstorm Mobile Solutions writes about beacon technology playing a larger role in air travel. Its location tracking capability can provide important information to travelers and airline personnel. For example, a beacon detects a passenger leaving the security area after completing TSA screening. The latest flight and gate information is sent to that person’s smartphone. They can also be notified about shops and restaurants and if they walked past their gate. Airline agents will know that this person and others have passed security screening and adjust the boarding process if necessary.

Beacon technology not only takes many of the hassles out of air travel, it can be critical to helping passengers with disabilities. San Francisco International Airport started testing a beacon system last summer that provides audio instructions to help visually impaired travelers find their gate or any other point of interest.

The technology has some logistical challenges that have to be ironed out to ensure smooth operation. SITA Labs worked on a beacon deployment recently at London’s Heathrow Airport and made a major conclusion from the experience: beacons should be a common-use infrastructure provided by a centralized entity like the airport authority. To allow each airline to install a separate beacon system would be chaotic. They could interfere with each other and with existing systems that use radio waves like WiFi (News - Alert).

Beacon technology will never be able to eliminate all the hassles that come with air travel. It can’t do anything about the weather and it won’t eliminate the need for security screening, but it will go a long way in providing travelers and airline staff useful and timely information when it is needed most. 

Edited by Alisen Downey

Featured Datasheets

Datasheet: VIM - Academy

This datasheets is an introduction to the Exony Academy. It describes our course portfolio the range of different training delivery methods. In our standard training courseware the delivery methods are chosen to best suit the type and complexity of the subject.

Datasheet: VIM X - Family

This datasheet is a brief overview of the VIM X family. VIM X has been designed to allow organizations to get the most out of their investments in Cisco UCCE, CUCM and CVP including unique integration with Cisco HCS for Service Provider deployment.

Featured Case Studies

Case Study: CCI

This case study describes how employees from Corinthian Colleges use Exony VIM to deliver centralized management with local autonomy, making significant gains in efficiency and staff effectiveness by implementing sophisticated contact center data tools across its contact centers to help transform service delivery to students.

Case Study: VSP

This case study describes how eyecare group VSP Global uses Exony VIM to enhance operational visibility within its contact centers, making it easier for managers and supervisors to access the essential information needed to improve customer service.

See More...Manage Smarter

An Introduction to Exony