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Japan Airlines Testing Remote Customer Service

| Airport , Tokyo
Japan Airlines Testing Remote Customer Service

Japan Airlines is providing customer service remotely at Haneda Airport on a trial basis to test ways to ensure physical distancing. Passengers can communicate with a real staffer through an avatar on screens in departure lobbies and near boarding gates.

In the video above, one passenger is asking a customer service representative if they can upgrade their seat. The human staff member’s facial expressions are reflected on the avatar’s face. Japan Airlines is conducting the experiment jointly with electronics giant Panasonic until September 25. The company will consider introducing the system after reviewing its usability and customer response.