Copenhagen Airport is the first airport in the world to have tested Google Glass – a hands-free, wearable computer with an optical mounted display – to discover its potential for enabling staff to deliver better customer service.
Marie-Louise Lotz, the airport’s director for customer care, said in a press release that the results have been positive. “The feedback has been very positive, from both passengers and the passenger service staff doing the testing,” she said.
“Having their hands free and all this information potentially available from a small computer like Google Glass allows our people to engage better with passengers.”
Only a day to learn
Several applications were highlighted as being particularly useful. Wearing the device, staff had instant access to Google Translate, allowing them to communicate on-the-spot with more passengers. There was also the potential for faster data-sharing and instant access to changing information.
Jim Peters, the chief technology officer at SITA, an IT services company behind the test, sees great potential in the technology.
“From an operational point of view, it means a great deal that Google Glass is so easy to use and that it's user-friendly – it only takes a day for staff to learn how to use the new equipment,” he said.