• SITA enables Copenhagen to be the first airport in world to trial Google Glass for improved passenger experience

Brussels | June 18, 2014– Copenhagen Airport has given Google Glass the “thumbs up” following a successful trial by its passenger services team. Working with SITA Lab, the technology research group at SITA, Copenhagen Airport is the first airport in the world to trial Google Glass. Results from both passengers and the airport service team have been positive, with the innovative technology enabling superior passenger service.

Marie-Louise Lotz, Director Customer Care, Copenhagen Airport, said: “The feedback from our passengers and service team has been overwhelmingly positive. 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.”

The team also noted that having access to services like Google Translate and gate, baggage or flight information would help them improve the dialogue with passengers. Sharing information with other colleagues on duty by using the camera for documentation purposes and publishing photos on a closed work forum promotes instant interaction between Duty Managers.

Speaking at the Air Transport IT Summit in Brussels, Jim Peters, Chief Technology Officer, SITA, said: “SITA has led the way with airlines and airports in the trials of wearable technology, including Google Glass. The killer benefit is that this technology is hands-free and enables a new way of working. At Copenhagen Airport we have seen real benefits for both passengers and service staff. 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 familiarize themselves with the new equipment.”

There are, however, still some technical issues to iron out.

Peters commented: “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.”

When it comes to reactions from passengers, there were two main groups at Copenhagen. Younger people were excited and keen to see how they too could use the technology. In contrast, the older age group did not notice the devices and when the Glass was demonstrated to them they were pleasantly surprised by the added benefits the service team was able to deliver.

Christian Poulsen, CIO & VP Assets & Technology, Copenhagen Airport, said: “Copenhagen Airport is always looking for ways to use innovative technologies to make the visit to our airport the best possible experience for passengers. This pilot was very promising, and we are now investigating how we could efficiently introduce wearable technology to our passenger services team.”

Copenhagen Airport has a vision to make it the “The Gateway of Northern Europe,” and the team is focusing on extraordinary customer experiences, competitiveness and efficient operations. Embracing new technologies and innovation to have ground-breaking passenger services is part of this strategy. The Google Glass project builds on established services at the airport including common-use check-in, self-service bag drop and self-service boarding gates.

SITA, as the only IT provider completely dedicated to the air transport industry, is leading the innovation for wearable technology for airports and airlines. In 2013, its strategic technology research group, SITA Lab, began testing and comparing wearable technology devices and developing applications for airlines and airports. A paper outlining its findings for the industry is available here. Earlier this year, SITA Lab received a Smart Technology Award from The Wearables 2014, the leading awards for wearable technology. This recognized the pioneering pilot, which tested how Google Glass and Sony Smartwatches could enhance the passenger experience with an airline.

Cambridge, UK | April 28, 2014– Last Christmas and New Year the ideal present, for a girl of a certain age, from Japan to the UK was the neurowear clip-on of floppy ears driven by brain waves to reflect your mood. They would have been played with for one day and then put away forever. Such novelty peaks can be expected with many forms of wearable technology as it enters its manic phase with hugely overpriced acquisitions. Facebook is buying tiny Oculus VR, a Californian company which specialises in virtual reality headware, for around $2 billion. Is it worth that much?

We now have wearable technology for all parts of our body but Nike has recently exited fitness monitoring wristbands after a collapse in sales. That market reached $400 million very rapidly and big names in electronics invested, but it turns out that people are getting bored with them. They may have changed their lifestyle as a consequence of using them but that does not merit ongoing “mind time”. It must be even more true of versions now available for your dog.

If novelty peaks do not ruin your sales of wearable devices then commoditisation may. The lessons of history are clear; from the Chinese electronic wristwatches averaging three dollars each, to their earphones at even less. Hearing aids go the same way. Only niches remain for manufacturers from other countries.

The third bit of bad news for manufacturers is the sheer misery of using a lot of these wearable devices. Eloquently, a speaker at a recent event said that, “Using these new smart wristwatches is like assembling an ocean liner through a keyhole”.

The good news is that the Google Glass and some other devices have hugely improved human interfaces so they are a pleasure to use. Wearable electronics in the form of infotainment may be largely exposed to commoditisation but medical wearables are cleverer, the IP better protected and the short runs are less attractive to the Chinese. A diabetic kept alive by a smart patch will not give you a novelty peak any more than the management of a care home putting safety electronics on disoriented patients in their care or a paraplegic walking because of an exoskeleton. That is why the new IDTechEx report, Wearable Technology 2014-2024: Technologies, Markets, Forecasts, concludes that the merging sectors of healthcare, medical, fitness and wellness have the most potential with industrial, commercial and even fashion applications becoming appreciable as the market powers to over $70 billion in 2024. There will be many false starts but even informatics wearables will not be fully commoditised.

• SITA develops pioneering new technology for Virgin Atlantic concierges

London, UK | February 11, 2014–  Virgin Atlantic passengers will be the first air travelers to experience the benefits of pioneering Google Glass and Sony Smartwatch technology as they arrive at London Heathrow airport, in an innovative pilot scheme which starts today.  Concierge staff in the airline’s Upper Class Wing will be using wearable technology to deliver the industry’s most high tech and personalized customer service yet.

The cutting-edge technology is being introduced as Virgin Atlantic publishes the results of a major study of 10,000 airline passengers from across the world on the future of air travel (1). The results show that as the number of people travelling by plane has sky-rocketed in recent decades, the experience has lessened.  Virgin Atlantic is joining with passengers and calling on the industry to introduce more innovations and radical fresh thinking to meet sky-high consumer expectations.

Virgin Atlantic, in collaboration with air transport IT specialist SITA, is the first in the industry to test how the latest wearable technology, including Google Glass, can best be used to enhance customers’ travel experiences and improve efficiency. From the minute Upper Class passengers step out of their chauffeured limousine at Heathrow’s T3 and are greeted by name, Virgin Atlantic staff wearing the technology will start the check-in process. At the same time, staff will be able to update passengers on their latest flight information, weather and local events at their destination and translate any foreign language information. In future, the technology could also tell Virgin Atlantic staff their passengers’ dietary and refreshment preferences – anything that provides a better and more personalized service.  During the six-week pilot, the benefits to consumers and the business will be evaluated ahead of a potential wider roll-out in the future.

Virgin Atlantic’s new solution replaces an existing process for serving passengers traveling in the Upper Class Wing, the airline’s premium entrance at Heathrow dedicated to Upper Class passengers. Airline staff are equipped with either Google Glass or a Sony SmartWatch 2, which is integrated to both a purpose-built dispatch app built by SITA and the Virgin Atlantic passenger service system. The dispatch app manages all task allocation and concierge availability. It pushes individual passenger information directly to the assigned concierge’s smart glasses or watch just as the passenger arrives at the Upper Class Wing.

Dave Bulman, Director of IT, Virgin Atlantic, said: “While it’s fantastic that more people can now fly than ever before, the fact that air travel has become so accessible has led to some of the sheen being lost for many passengers.  Our wearable technology pilot with SITA makes us the first in the industry to test how Google Glass and other wearable technology can improve the customer experience. We are upholding Virgin Atlantic’s long tradition of shaking things up and putting innovation at the heart of the flying experience.”

Jim Peters, Chief Technology Officer, SITA said: “2014 is shaping up to be the breakout year for wearable technology, and Virgin Atlantic is the first to bring its vision to reality. At SITA Lab, we’ve taken the lead in testing and trialing this new technology for the air transport industry, and it’s been fantastic to work with Virgin Atlantic to launch the industry’s first wearable technology application.”

Virgin Atlantic continues to push the boundaries with other technological advancements with SITA, including testing iBeacon with its Upper Class passengers at Heathrow, a new low-powered Bluetooth transmitter that can notify nearby iOS Apple devices of nearby services, discounts and updates on their flight boarding schedules. In addition, Virgin Atlantic’s newly enhanced mobile site means passengers will be able to book flights, check in online and check their flight status on the move, while also having access to the vast range of information on the main website, including destination and airport guides as well as details of baggage allowances and much more.

In 2013, SITA’s strategic technology research group, SITA Lab, began testing and comparing wearable technology devices and developing applications for airlines and airports. A paper outlining its findings for the industry is available here.

See here for more on the Virgin Atlantic story.