Thursday 23 November 2017

Emirates eyes AR goggles for staff and passengers as it fights to stay ahead

Emirates is studying a high-tech future with augmented reality goggles aimed at enhancing its customer service
Emirates is studying a high-tech future with augmented reality goggles aimed at enhancing its customer service

Benjamin Katz

Emirates, hoping to shake off budget airlines coveting its long-distance customers, has set its sights on goggles.

The Gulf carrier is studying ways to equip staff with augmented reality glasses that display a passenger's name and travel habits, allowing more personalized service, Emirates' Chief Digital and Innovation Officer Christoph Mueller said. Travellers may also be given eyewear to help them navigate airports or browse food menus.

"We could enhance customer service tremendously," said Mueller, who was appointed last year to help modernise the world's biggest long-haul airline. "The consumer will want to interact in a completely different way."

Emirates President Tim Clark has warned the company faces a "gathering storm" from budget rivals such as Norwegian Air Shuttle ASA, which are expanding their north-Atlantic routes and threatening to erode the Gulf carrier's market leadership. State-backed Emirates, which helped unseat western mainline carriers years ago with bigger planes boasting swanky bars and on-board showers, is now betting an investment in new technology can help it stay ahead.

Augmented Reality, available on gadgets such as Microsoft's HoloLens headset and Apple iPhones, is gaining traction at companies seeking to improve customer service and worker productivity.

Fashion brand Gap lets shoppers virtually try on clothes by dressing an avatar. Car manufacturers including Jeep and BMW offer 3D versions of their vehicles on mobile devices. HP's app guides users replacing ink cartridges. Thyssenkrupp AG repairmen wear goggles to access technical data, hands-free, when fixing skyscraper elevators.

Mueller is gearing Emirates' technology for a new era as the airline grapples with some of the toughest operating conditions in its 30-year history. In addition to competition from cheaper rivals, the carrier has recently been hit by weaker oil prices which have hurt demand from the Gulf's wealthiest travellers, and by tourists' growing security concerns.

In March, the Dubai-based airline announced its first annual profit decline in five years and halted dividend payments to its government shareholder for the first time in at least a decade.

To better compete against discount airlines, Emirates has started charging customers for picking their own seats and added fees for checked baggage. The new policies represent a fundamental shift at the lavish carrier - known for flying the largest fleet of Airbus SE's A380 double-deckers, plush suites and tongue-in-cheek ads featuring Jennifer Aniston.

"We have been disrupted, which is quite obvious if you look at our performance," Mueller said at the recent International Air Transport Association annual meeting in Cancun. "We are rewriting the business model for the Emirates group."

Still, it may be a while before any Emirates mixologist dons goggles. Augmented reality technology remains in its infancy outside of gaming applications such as Niantic's popular Pokemon Go, and usage at most companies is in the pilot stages.

Corporate applications largely run over mobile devices rather than eyewear and it's hard to imagine how the clunky sci-fi style equipment will fit with the sleek aesthetics of Emirates."It still looks a little bit odd," Mueller concedes. "But maybe that can be overcome." (Bloomberg)

Indo Business

Promoted Links

Business Newsletter

Read the leading stories from the world of Business.

Promoted Links

Also in Business