Admitting it's a long road to adoption, Virgin Atlantic
airlines is testing Google Glass for customer service at London’s Heathrow
airport.
Virgin Atlantic says the test is based on research that
shows the experience of flight is not as exciting as it used to be for
customers. Google Glass might turn that feeling around. In fact, Virgin
Atlantic says a customer greeted by a Glass-wearing customer service
representative might find flying to be a glamorous experience again.
Virgin writes in its press release:
“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 personalised service.”
Galactic-style publicity aside, the real possibilities come
with the disappearance of the ticket counter with a big computer monitor that
divides the staff from passengers. Virgin Atlantic representatives can step out
from behind the counter to talk with the passenger and still
have instant access to the check-in process and flight updates. Notice the
absence of any mention of taking pictures. It's like a natural conversation. And, while keeping eye contact, the
representative can translate information into another language, given the
capabilities of Glass.
This could be a breakthrough for Google to see how quickly
people will become comfortable in conversation with someone who is wearing
Glass—someone who is engaging and helpful, not creepy. It’s about
delivering information, not sneaking a photo or video.
