Destination Los Angeles
One of the most iconic arrival destinations in the world, Los Angeles’ LAX Airport handles an incredible 84 million passengers each year, making it the fifth-busiest travel hub in the world.
In such a bustling location, being able to access information quickly and easily is key to making everything run smoothly. When you have to navigate departure screens, gate directions or facilities maps, or find ongoing travel information, toilets or restaurants, it can all be a bit of a puzzle – and means information desk staff can get swamped with enquiries.
To help LAX deal with its huge visitor population, Vpod developed Vgreet, which is currently located in Terminals Thomas Bradley and Terminal 2, under the banner of “AskLAX”.
“Our AskLAX kiosks are an easy way for our guests to access the most up-to-date information at their trips, or reach out to a real person to help them when they need additional assistance”
— Justin Erbacci, Chief Innovation and Technology Officer, Los Angeles World Airports (LAWA)
From one single touchscreen interface, as familiar as any smartphone, visitors can check flight times, find travel information, view live traffic incidents or navigate through the fantastic shops and restaurants located at this famous location – and with built-in video conferencing, a real person is only a touch away if you need more help.
Our AskLAX kiosks are an easy way for our guests to access the most up-to-date information at their trips, or reach out to a real person to help them when they need additional assistance," said Justin Erbacci, Chief Innovation and Technology Officer, Los Angeles World Airports (LAWA). “These kiosks are just one example of how LAX is using innovation and pilot projects to improve our guest experience through technology and creative thinking.”
Vgreet: A simple single solution
Vgreet consolidates all these things into one giant smartphone-type kiosk with an intuitive touchscreen. It’s a single point of contact that provides all the information visitors may need in the airport and beyond, and because it provides live face-to-face communications via video chat, customers can choose how they engage.
Self-serve or speak to an advisor – the customer decides. The return on investment is significant because LAX saves a fortune on multiple displays and salaries, plus it can generate revenue through advertising.
The Vgreets are integrated with live flight information and way finding services. Visitors select a point of interest, such as a restaurant, and the Vgreet can map out a route and email themselves. There are also live traffic updates – important in LA when avoiding incidents – as well as tourist information and a fun feature that enables people to take a selfie on top of a famous LA landmark.
“This has been a very interesting project. It’s a pleasure to work with the LAWA technology teams to build a unique customer-assistance tool that streamlines processes and improves the customer journey”
— Justin Chandler, Head of Projects, Vpod
Vpod believes there’s potential for Vgreet to improve the customer experience in other parts of LAX, such as providing remote advisor for the self-service passport control booths at immigration, with the added benefit of face-to-face help via video chat.