Singapore Airlines customers connecting to other Star Alliance flights will become the first to use a new digital service to facilitate transfers.
The Singaporean operator has become the launch customer for the digital version of the Star Alliance login service and will integrate the service into its app.
The Star connection service was launched in 2017 to take the stress out of rush connections, but until now it has required dedicated support staff to help passengers with the transfer between their flights.
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The information provided by the digital version includes the optimal route from arrival to the boarding gate, as well as the distance and time required to get there.
In the event of critical connections, passengers receive a digital express connection card that allows expedited passage through certain checkpoints.
“We know that it can sometimes be difficult for customers to navigate large, unfamiliar airports when connecting from one flight to another, especially when unforeseen delays impact connection time,” said Christian Draeger, Vice President of Customer Experience at Star Alliance.
“The digital connection service is designed to provide these travelers with easy and intuitive advice at their fingertips, making the transfer smooth, frictionless and, now, contactless. “
The service uses UK-based Living Map’s Airline Accelerator, a technology positioning product that underpins personalized routing of customers through the airport terminal.
This initial release focuses on Terminal 2 at London Heathrow Airport (LHR) and Singapore Airlines passengers connecting to or from any other Star Alliance member airline in the terminal will have access to airport maps via the SingaporeAir mobile application.
Android users can use the digital service first, followed by iOS.
Star also plans to roll out the digital service at other airports where connections are common for future adoption by other member airlines.
“The launch of the connection service on the SingaporeAir mobile app, in partnership with Star Alliance, is part of our efforts to use digital technologies to deliver smoother end-to-end travel for our customers,” said the vice-president. Chief Commercial Officer of Singapore Airlines. Lee Lik Hsin.
“As the world’s first digital airline, we will continue to find innovative ways to improve our customers’ experience and meet their evolving needs. “