Los Angeles International Airport (LAX) this month launched a new Virtual Assistance pilot program to assists passengers via a two-way video monitor at airport information booths.
Now available in LAX Terminal 2, the technology enables travelers to have real-time conversations with a customer service professional over a touch-free tablet system.
“Los Angeles World Airports (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,” said Justin Erbacci, chief executive officer, LAWA. “Our Virtual Assistance pilot program is just one more way that we are using innovative technologies to maintain a world-class level of service while still keeping travelers safe.”
LAX Guest Experience Members (GEMs) are available to answer questions between 7 a.m. and 10:30 p.m. daily, including help with directions, ground transportation, shopping and dining recommendations and more. If guests require immediate attention from medical or law enforcement personnel, the GEM 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.