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Case Studies
Airline Industry
Several airlines have initiated wireless
projects for providing superior customer service, especially for their
regular and high-income customers. The following customers have
reported use of wireless (or Radio Frequency) network based solutions:
1. American Airlines (AA)
AA has initiated a pilot scheme to
implement a cellular circuit switched network that will provide any of its flight
assistance staff without a physical terminal access to the entire reservation system. The
following type of information will be available on hand-held PCs used by agents at the
gates and on the floor:
American Airlines is also testing these applications on a CDPD network.
The objective is to reduce passenger line-ups and take-off delays and to improve customer
service.
2. Scandinavian Airlines
Symbol Technology’s LRT 3800 hand-held scanner/terminal are
being used by Scandinavian Airlines (SAS) to match individual bags with passengers in
real-time. The objective was to improve productivity, speed up baggage handling process at
transfer points, reduce lost bags and improve passenger security. Similarly at the
Franfurt airport, baggage handlers are using Eagle hand held terminal that contains a code
reader for scanning baggage tags and a Mobidem M2060 integrated radio modem. The scanner
is connected to the host computer system. This terminal is being used in a new baggage
reconciliation system called FRA-BRS, which is designed to improve security and service at
the airport. The system has replaced manual baggage handling procedures and is resulting
in greater efficiency, security and reliability. Because of baggage reconciliation
with
passengers, opportunities for terrorist attacks are also greatly diminished.
3. Delta Airlines
Delta started offering wireless access through Palm handhelds and
other devices in March 2000. Delta has also announced an agreement with
AT&T Wireless Service to provide a direct link for digital PocketNet
service.
Delta has been using mobile scanners to scan bar-coded
information from baggage tickets directly into a database. KLM is using mobile notebooks
in its maintenance operations. Technicians on site can enter status information, order
parts and schedule routine or emergency repairs right from their notebook computers.
4. NorthWest Airlines
The airline lets its passengers to check in and print boarding
passes from their PCs, even before leaving home. The pilot was started
in Memphis in mid 2000. Is planning smartphone-based check in.
4. British Airways (BA)
As reported in eWeek in January 2001, BA awarded a 17.5 million dollar
contract to IBM for a two-year project to implement several web-based
applications, including access to departure and arrival information by
WAP-enabled smart phones.
5. Japan Airlines
JAL offers wireless reservation and ticket sales through imode smart phones.
6. Online Travel Companies (Travelocity.com and Expedia.com)
Planning WAP projects in 2001.
7. Virgin Atlantic Airways of UK Launches In-Flight Internet Access
In march 2001, U.K.-based Virgin Atlantic Airways
Ltd. announced the deployment of in-flight
Internet and e-mail services for all passengers, traveling on board its
fleet of Boeing 747-400 and 747-200 aircraft, as well as its Airbus 340-300
aircraft.
Working with Seattle, W.A.-based Tenzing Communications, the airline can
offer its passengers an advanced in-flight entertainment system enabling
them to send and receive e-mail using their laptops or send personal notes
via the seat back video screen.
"The introduction of e-mail and Internet capabilities will enhance
our in-flight entertainment for all our passengers—unlike other airlines
who focus solely on those in business class. Economy passengers will be able
to e-mail friends and surf the Web while business passengers will be able to
remain connected and up-to-date with their e-mails throughout the
flight," Richard Branson, chairman of Virgin Atlantic.
The American company said it will utilize satellite communications
equipment for air-to-ground communications with an on board proxy server
delivering content to passengers over a cabin LAN.
For more information on airline
industry applications, go
here.
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current news on implementation of wireless and handheld-based applications
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