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Virtual help desks open at Los Angeles International Airport


Los Angeles International Airport is trialling the use of virtual help desks at its information booths as US airports step up their fight against COVID-19.

The technology connects users with a remotely located member of LAX’s guest experience team via a two-way video monitor, and is currently being trialled in Terminal 2.

Los Angeles World Airports (LAWA) notes that its newly launched Virtual Assistance pilot programme “allows airport guests to have real-time conversations with a customer service professional over a touch-free tablet system installed at the information booths”.

LAX notes that virtual assistance is one of many innovations deployed to help passengers travel safely through its facilities.

“LAWA is committed to being an international leader in creating a safe, healthy and clean airport experience, which includes creating a touchless and contactless environment wherever possible,” enthuses LAWA CEO, Justin Erbacci.

“Our Virtual Assistance pilot programme is just one more way that we are using innovative technologies to maintain a world-class level of service while still keeping travellers safe.”

As guests approach the information booth located on Lower/Arrivals level, they will find a tablet connected to a GEM waiting to help them from a remote location.

GEMs are available to answer questions between 7am and 10:30pm daily. The live video feed means guests can simply walk up to a tablet and begin a conversation as needed.

Some of the services offered by GEMs include help with directions, ground transportation, shopping and dining recommendations and more.

If guests require immediate attention from medical or law enforcement personnel, LAWA says that GEMs can request their presence on the guest’s behalf. Should a guest require translation assistance in a foreign language, the GEM will contact LAX’s translation service.

The Virtual Assistance pilot project uses equipment already owned by the airport, and will continue through the end of the year.

1 Comment

  1. Chuck A. Johnson 12th October 2020

    Thanks for having this article, it helps a lot. It’s a well-written blog and it is very informative. Keep on blogging, looking forward to see more of your posts!


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