The world’s largest long-haul airline wants both employees and customers using smart glasses.
Emirates Airlines, based in Dubai, revealed this week that the company sees smart glasses as a strategic initiative that should help them fend off discount airline rivals.
Airlines succeed when they can treat passengers with a personal touch and top-notch customer service. For example, flight attendants can call passengers by name, provide personalized meals (that are, say, vegetarian or kosher), give extra attention to nervous fliers, provide added service for loyalty-card members or keep an eye on passengers with a history of disruptiveness.
This kind of service is hard to provide because of the lack of readily accessible knowledge.
Flight attendants wearing augmented reality smart glasses, however, could use face recognition that identifies a passenger, with a heads-up display (HUD) that shows the airlines’ notes about each individual. The end result is that these employees will perform like they have incredibly actionable knowledge — as if they recognize each passenger and “know” exactly what they need for optimal service.