Virtual assistants installed at London Luton Airport

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London Luton Airport has installed two new Virtual Assistants from Tensator to assist departing passengers with security measures. The Virtual Assistants create the illusion of dealing with a real person whilst delivering a pre-recorded message.

The airport was the first in the world to use Tensator’s Virtual Assistants in 2011, which have since been seen by over 16 million departing passengers and have led to a 12% improvement in the number of bags rejected by security.

The two new Ultra versions of the digital signage solution will be deployed in two separate areas in the terminal and will have a footprint of just 20 x 20in.

Kevin Aldridge, terminal manager, London Luton Airport, said, “The first of our new Tensator Virtual Assistants will be placed in the baggage preparation zone. Here, the image of an actress in airport uniform advises on liquids in hand luggage, explaining what is prohibited and how to prepare permitted items.

“The second unit, which is based in the main security search area, will reinforce the liquids message and also remind passengers to remove coats, belts and empty their pockets in readiness to pass through the search process.

“The new Tensator Virtual Assistant units, alongside other measures, will help to further speed up the security process, ensuring that passengers’ journeys through the airport are as quick and efficient as possible. Improving the passenger experience is an important part of the £100m (US$153m) redevelopment project which is due to get underway this year, and will see significant improvements to the terminal building.”

Ben Gale, CEO, Tensator Group, said, “We’re firm believers that technology shouldn’t be used just for the sake of it. It needs to produce tangible benefits for both staff and passengers alike. The Tensator Virtual Assistants at London Luton Airport are the perfect example of this in action.

“The figures speak for themselves and show that passengers are engaging with units and listening to their important messages. In turn, this has freed up staff resources to focus on other aspects of the security process, resulting in a faster passenger journeys through the terminal.”

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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