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Star Alliance Connection Goes Digital with Singapore Air

Service helps time-crunched customers transfer between airline member flights

October 4, 2020

Star Alliance has announced that Singapore Airlines is the launch airline for a new digital version of the alliance’s Connection Service. Originally introduced in 2017, the alliance’s Connection Service helps customers make time-critical flight connections between Star Alliance member airlines.

The digital version of the Star Alliance Connection Service is embedded in the participating member airline’s mobile app. The initial release on the SingaporeAir mobile app will be trialed at London Heathrow Airport (LHR) Terminal 2.

SIA passengers connecting to or from any other Star Alliance member airline in the terminal will have access to the app’s features, which include updated transfer information and intuitive navigational services through the customer’s smartphone.

“In the case of critical connections, passengers receive a digital express connection card that allows expedited passage through certain checkpoints,” according to a statement from Star Alliance.

The app uses the Airline Accelerator technology of Living Map, a UK-based digital location and mapping specialist, whose advanced indoor positioning product provides the foundation for each customized customer routing within the airport terminal.

Until now, the alliance says, the service had required dedicated staff support to assist affected passengers in transferring between flights.

Star Alliance says it plans to roll out the digital version of its Connection Service to more transfer-intensive hub airports for adoption by other member airlines in the future. “Android users are experiencing this enhancement first, and the implementation for iOS users will take place subsequently,” the alliance says.

“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 Christian Draeger, Star Alliance vice president customer experience.

“The digital Connection Service is designed to provide our customers with easy and intuitive guidance at their fingertips, making transferring a smooth, frictionless and, now, touch-less experience,” he added.