BOSTON – Customers at Boston Logan International Airport are enjoying a more efficient, personalized journey this summer with the introduction of a digital pilot program from Westfield that offers customized retail and dining recommendations, live queue times and an enhanced way for customers to navigate the airport.
Westfield’s pilot program offers customers a fun, engaging way to plan their journey and manage their time in Terminal C, including live queue times at popular HMSHost-operated coffee establishments. The pilot, installed as part of Westfield’s digital initiative, puts the power of information in the hands of customers by helping to personalize their journey based on how much time they’ll have before departing, what gate they’re departing from and their destination. Customers receive tailored recommendations on where to shop, dine and relax depending on how much time they have before their flight.
“The overall airport experience is based on the customer’s physical and digital journey,” said Dominic Lowe, Executive Vice President, Westfield. “We’re piloting this technology to test and learn how to enhance the overall airport experience and give customers the power of information to help personalize their journey.”
In collaboration with HMSHost, customers will now have real-time information based on queue time data that estimates how quickly they’ll move through lines at dining destinations. The technology is being tested at popular HMSHost-operated coffee establishments in Terminal C.
“When we work together to provide customers an enhanced experience, everybody benefits,” said HMSHost Vice President of Innovation Jim Schmitz. “This pilot helps make the airport experience more efficient and less stressful. That’s something the airport, the airlines and customers can all get behind.”
The technology comes from Westfield Labs, Westfield’s digital and innovation hub headquartered in San Francisco. Westfield Labs, which was named one of the 50 most innovative companies in the world by Fast Company magazine, develops and pilots new technologies that converge digital and physical experiences.
The technology, which will be accessible through Westfield’s digital directories, features a number of additional features:
Making the experience more inviting and humanistic, Westfield’s interactive digital directories feature an eye-catching design that encourages users to approach and engage. Each station has two screens for separate user experiences and is also ADA accessible.
Technology and innovation are part of the holistic experience Westfield offers its airport and airline partners. Westfield offers a complete physical transformation, a seamless digital experience and excellent customer service. By touching every part of the customer journey, Westfield helps grow non-aeronautical revenue for its airport and airline partners.
As part of its global portfolio, Westfield designs, develops, owns, manages and leases award-winning shopping venues in landmark cities around the world. Among the company’s iconic retail destinations are Westfield London and Westfield Stratford City in the U.K., Westfield San Francisco Centre, and Westfield Century City. Upcoming world-class retail icons include Westfield World Trade Center (opening in 2016) and Westfield Milan in Italy.
Westfield is deploying its global expertise to revolutionize the customer experience and create next-generation environments in landmark airports across the U.S. Integrating the best in food, fashion, art, and entertainment, Westfield crafts a fully customizable journey that aligns with and reflects each community’s unique style, spirit and culture. Learn more at www.westfieldcorp.com/airports.
About Westfield
Westfield Corporation (ASX: WFD) is an internally managed, vertically integrated, shopping center group undertaking ownership, development, design, construction, funds/asset management, property management, leasing and marketing activities and employing approximately 2,000 staff worldwide. Westfield Corporation has interests in 34 shopping centers in the United States and the United Kingdom, encompassing approximately 6,500 retail outlets and total assets under management of $29 billion.
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