Test Gates @A16/17 | Data-driven decision making for innovative ideas
Test Gates A16/17 create a measurable environment for testing ideas in existing infrastructure, actively involving customers and employees. It consists of sub-projects: Boarding (focus on signage, processes & technologies), location-based services (iQR & NFC) and AI@Bag.
Enhancing Boarding Efficiency @FRA with Smart Floor Signage
The boarding process at Frankfurt Airport (FRA) can be challenging due to the complex and sometimes confusing infrastructure. Passengers often struggle to follow the boarding by groups procedure, leading to frustration and reduced satisfaction. Traditional methods, such as barrier tapes to separate boarding group, require precise placement by gate agents, while small entrance signs are often overlooked by passengers. These factors contribute to a less-than-ideal boarding experience.
To address these issues, our project introduces an innovative solution: visualizing boarding groups through Floor Signage. This approach simplifies the boarding process by providing clear, easily visible indicators on the floor, helping passengers to self-organize according to their boarding group. This not only eliminates the need for gate agents to manage physical barriers but also enhances the overall customer experience by making the process more intuitive.
Additionally, LiDAR sensors installed above the gates enable us to gain valuable insights into passenger behavior during boarding. These sensors allow us to track the duration of the boarding process, monitor queue times, and analyze movement patterns. The data collected offers exciting opportunities to optimize not only this specific Floor Signage initiative but also broader operational aspects.
Impact on Operations and Customer Experience
Enhanced Customer Satisfaction: Clear, visible floor signage ensures passengers can easily follow the boarding process, leading to higher satisfaction and a smoother travel experience.
Increased Process Efficiency: By allowing passengers to self-assign to their boarding groups before entering the gate, the boarding process becomes quicker and more efficient.
Data-Driven Decision-Making: The detailed data collected through LiDAR sensors ensures that our measures are effective and allows for continuous improvement.
Future Opportunities
The insights gained from this project could revolutionize how we manage turnaround times in the future. Currently, fixed boarding times are based on reference models, but with data-driven insights into passenger behavior for specific destinations, we could dynamically adjust boarding times to optimize efficiency. By exploring various factors that influence boarding duration, the data collected through LiDAR will be invaluable in enhancing our understanding of operational behavior and further improving the passenger experience.
Responsible People
Skrolan Kopka & Johanna Kaulbars
Intelligent QR Codes | Revolutionizing Passenger Experience at Every Touchpoint @FRA
The introduction of intelligent QR-Codes allows us to deliver real-time, location-based information and services directly to our passengers even when they are not using the LH App. Since each interaction is tracked, the technology delivers valuable insights about our customers’ needs and behavior at the airport, providing us with the ability to easily adjust the content based on what customers really want. Each QR code can be managed individually in real-time – that’s why we call them intelligent!
Imagine the Possibilities:
At the Gate: You've just arrived at Gate A19 and need to connect to your next flight. Simply scan the QR code at A19 to receive real-time information about your next departure and directions to get there.
At the Service Center: Your flight has been canceled, and you're standing in front of a long queue at the Service Center. Scan the QR code to access self-help options and reduce wait times.
Impact on Customer Experience and Operations:
Enhanced Customer Satisfaction: With personalized, timely information at their fingertips, passengers experience increased satisfaction and loyalty.
Increased Operational Agility: The ability to instantly adapt QR codes to changing circumstances, such as flight irregularities, enhances responsiveness and efficiency for airports and airlines alike.
Data-Driven Content Optimization: Continuous feedback from passengers enables us to refine services and content, ensuring they meet evolving customer needs.
This innovation presents an exciting opportunity to accompany customers along every touchpoint of their journey, while also enriching the Lufthansa App with new, valuable information and services.
Responsible People
Skrolan Kopka & Jennifer Pacholke
