A digital version of the service allows passengers to access routes and transfer times, enabling an easier and contactless connection between flights
The Star Alliance Connection Service – which was introduced in 2017 – required extremely dedicated staff to assist passengers in reaching the correct terminal for connecting flights.
The new digital connection service, which works through an airline’s mobile app, gives passengers access to navigational services without intervention from staff and provides up to date transfer information.
Initially, the release focuses on Terminal 2 at London/Heathrow, where Singapore Airlines’ passengers connecting to and from any star alliance airline can use the SingaporeAir mobile app to access maps on site.
The digital version allows passengers to reach their desired destinations quickly and efficiently. It includes the optimum route from the arrival to the departure gate whilst also providing the time and distance needed to get there. Digital express connection cards are given to those who have to make critical connections, giving them access to certain checkpoints to allow a swift passage.
In the midst of a global pandemic, the Star Alliance’s digital service not only provides efficient navigation, but also a completely contactless experience.
Christian Draeger, the vice president of customer experience at Star Alliance, commented: “We know that it can be challenging at times for customers to navigate through large, unfamiliar airports when connecting from one flight to another, especially when unexpected delays have an impact on the connecting time.
“The digital Connection Service is designed to provide our customers with easy and intuitive guidance at their fingertips, making transferring a smooth, frictionless and now, touchless experience. We are delighted to be launching this timely innovation to our product together with alliance member Singapore Airlines and, as we welcome back passengers to flying, we look forward to expanding the enhancement in our major connecting hubs.”
Android users are expected to be the first to experience the new digital service, while those using IOS gain access at a later date.
Star Alliance is planning to implement the digital version of the service to more of the transfer-intensive airlines in the near future.