Tensator installs its Virtual Assistants in Heathrow Airport as part of the airport’s check in and security process

The VA Premium is designed to enhance both the passenger experience and the company brand

Tensator, the world leader in passenger journey management has installed two of its Virtual Assistants in Heathrow’s Terminal 4 as part of the airport’s check in and security process.

The Tensator Virtual Assistant (VA) uses cutting-edge technology to project an image and create the illusion of a real person. Fully customisable, it brings messages to life and helps to engage passengers with consistent and clear communications.

‘Louise’, who wears a full Heathrow security uniform, is stationed at check-in and security and is informing passengers about acceptable liquids and other security processes.

Heathrow purchased the VAs following a six-month trial, which showed a reduction in bag rejections, meaning fewer delays through the security process.

Colin Sherwood, airport specialist at Tensator said: “Bags were being rejected at search areas because of non-compliant liquids. The VA helps make passengers aware of what they can take through security. Faster through-times at check-in means less stress for passengers who can now progress to duty-free and relax at the beginning of their journey.”

A number of major airports, both in the UK and abroad, have adopted Tensator Virtual Assistant technology to convey compliance messages to passengers and Heathrow is now considering adding two more in 2014.

The airport purchased one Tensator VA Premium for the security area, and one VA Ultra which is situated at check-in.

The VA Premium is a next generation digital signage solution designed to enhance both the passenger experience and the company brand. Features include a proximity sensor to ensure timely message delivery and up to 20 hours non-stop operation time.

With a footprint of just 50cm x 50cm, the Ultra can be easily moved to almost any position within the check-in area. Its flexibility also means it can be utilised in other areas of the airport terminal including security areas, aisles or end caps in retail units. This creates a flexible point of difference for conveying important security messages, dealing with frequently asked questions from passengers and helping airport retailers to promote special offers and product information in an innovative way to ultimately increase revenues.

Colin added: “We’re thrilled that the VA has managed to assist in the security process at Heathrow and help passengers to really engage with the all important security message.”