Singapore and Star launch digital connection service

by Airlineratings editors
October 08, 2020
The new digital connection service. Image: Singapore Airlines.

Singapore Airlines customers connecting to other Star Alliance flights will become the first to use a new digital service aimed at making transfers easier.

The Singaporean carrier has become the launch customer for the digital version of the Star Alliance Connection Service and will embed the service in its app.

The Star connection service was launched in 2017 to take the stress out of time-critical connections but until now has required dedicated support staff to help passengers transfer between their flights.

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Information provided by the digital version includes the optimum route from the arrival to the departure gate, as well as the distance and time needed to get there.

In the case of critical connections, passengers receive a digital express connection card that allows expedited passage through certain checkpoints.

“We know that it can be challenging at times for customers to navigate through large, unfamiliar airports when connecting from one flight to another, especially when unexpected delays have an impact on the connecting time,” said  Star Alliance vice president customer experience Christian Draeger.

“The digital connection service is designed to provide these travelers with easy and intuitive guidance at their fingertips, making transferring a smooth, frictionless and, now, touchless experience.”

The service uses UK-based Living Map’s Airline Accelerator, a technology positioning product that underpins customized customer routing within the airport terminal.

This initial release focuses on London Heathrow Airport (LHR) Terminal 2 and Singapore Airlines passengers connecting to or from any other Star Alliance member airline in the terminal will have access to airport maps via the SingaporeAir mobile app.

Android users get to use the digital service first with iOS following.

Star also has plans to roll out the digital service to other airports where connections are common for future adoption by other member airlines.

“Launching the Connection Service on the SingaporeAir mobile app, in partnership with Star Alliance, is part of our efforts to use digital technologies to provide a more seamless end-to-end journey to our customers,’’ said  Singapore Airlines executive vice president commercial Lee Lik Hsin.

“As the world’s leading digital airline, we will continue to find innovative ways to enhance the experience for our customers and support their evolving needs.”