Dubai-based Emirates recently empowered its airport staff with the latest mobile application called the Journey Manager which enables the airline’s team to get real-time information to respond to customers’ needs, regardless of where they are in the airport.

This custom-designed application was developed by Emirates, in cooperation with Samsung and Etisalat, and runs on the recently launched Samsung Note 4 which was distributed to the airline’s staff.

“Emirates has always been in the forefront of innovation, and our aim is to continue delivering excellent and more personalised service to our customers. The size and scale of our operations at the airport can be a challenge, especially during peak times where we can see up to 140 departures and arrivals in a four hour window,” said Mohammed H Mattar, Emirates’ divisional senior vice president, Airport Services.

“That is why we have always looked at ways to use technology and automation to improve the customer journey as well as empower our staff whose jobs means they are constantly on the move across the airport terminal. Emirates is again leading the way by using the latest mobile technology in our airport operations. We are proud to have launched the Mobile Journey Manager application on the Samsung Note 4 devices on the same day these devices were released in the market,” added Mattar.

Emirates airport staff use the mobile application at the transfers area to assist transit passengers.  Up to 20,000 transit passengers go through transfers desks during peak times in a six-hour period, with 40 per cent of these customers queuing to get information about which gates their next flights depart from. By scanning a passenger’s boarding pass using the device, staff can readily provide customers the most up-to-date information on gate assignments – thus significantly reducing the need for people to queue.

Transfer staff are also using the application to check on delayed flights or where passengers have short connection times. The application allows staff to identify these passengers and pass on the information to the gate supervisor at the connecting flight. For passengers who have missed their connections, staff can simply scan the boarding pass to see what flight re-bookings have been made and direct them accordingly.

Over the coming months, Emirates will continue to roll out the Journey Manager application among its 2400-strong airport staff with the vision of making it accessible at all customer touch points, including check-in, re-booking flights, and requests for seat change. - TradeArabia News Service