Cityspace Smart Points and screens take off at Stansted
BAA reports self-service success as screens and information terminals attract passengerst at new Stansted extension
London, 02 March 2009 - The new network of Smart Points and screens which went live at Stansted Airport's much acclaimed terminal extension in December is setting new records for passenger enquiries via the Cityspace flagship broadcast and interactive terminals.
"We had almost 14,000 interactive enquires in January, the first full month of the service being live, which peaked over the three heaviest snow days," reported Steve Farias, Terminal Operations Manager at Stansted Airport.
"Whilst adverse weather conditions are naturally expected to generate increased passenger information enquiries, these are, effectively, 14,000 self-served passengers which by-passed the need to speak to a member of our customer service team - a tangible demonstration of delivering customer service efficiently and effectively at the point of need.
"Around 44% of passengers currently use public transport to get to and from Stansted - the highest figure for any airport in the UK. This new service showcases the wide range of transport options that are available to passengers and allows them to plan their onward journey from start to finish."
Commissioned by BAA to support its drive for efficient self-service and increased uptake of public transport, the three imposing, doubled-sided Smart Points feature broadcast screens on both sides displaying scheduled bus and rail departures and arrival times together with dual interactive screens for passenger information and journey planning.
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Two 42" TFT screens mounted above the customer service area complete the network, broadcasting both public transport times and will carry important airport information to keep passengers informed about events likely to impact their journeys.
The Smart Points and screens network is part of a major investment by BAA into the new terminal extension which provides nearly 6,000 square metres of additional space for arriving passengers, new shops, more comfortable waiting areas and new transport facilities for onward travel by bus, coach, train and taxi.
"The Smart Point is ideally suited to busy passenger hubs like airports, rail and bus interchanges," points out Guy Wolfenden, Director, Transport at Cityspace.
"The majority of customer enquiries are easily addressed by well thought out content, such as the location of airport and transport facilities and services. Add into the mix easy-to-use journey planning, rail and bus timetables, printable maps, weather, disruption updates and news and you've pretty much covered off onward passenger needs with a simple, cost effective self-service solution."
BAA Stansted customer service also controls broadcast content relating to airport announcements as they occur, providing waiting friends and family at arrivals with up-to-the-minute information on the well appointed screens. Plans are now being considered for the inclusion of real-time rail and bus departures and a version of Cityspace Vision content management system to remotely control information screen content for passengers at Tottenham Hale.
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