British Airways Success Story TrouDigital

Digital Signage Helps British Airways To Transform Their Passenger Communication In London’s Busiest Airports

British Airways Success Story TrouDigital
British Airways Success Story TrouDigital

The UK’s Flag Carrier Airline

British Airways

British Airways (BA) are one of the UK’s most prestigious airlines and the number one carrier across the North Atlantic. In 2019, BA served 47.7 million passengers and delivering accurate, live information to passengers is integral to their ongoing success.

If there’s one thing that’s true for the aviation industry, it’s that day-to-day operations are unpredictable. Flight information can change rapidly and passengers must be kept up-to-date.

The constant drive for innovation is a hallmark of British Airways and it led their team to approach TrouDigital with a unique challenge in 2018…

British Airways Success Story TrouDigital
British Airways Success Story TrouDigital

The Passenger Information Conundrum

Whether it was severe weather warnings, changes to check-in desks, or other key information, BA were previously updating passengers through printed announcements or hand-written updates on terminal whiteboards. 

This meant that the time between BA receiving updates and passengers seeing updates was unsatisfactory for the Operations team.

When BA shared these challenges with the TrouDigital team, it became clear that digital signage would transform the way that information was delivered across Gatwick and Heathrow.

British Airways Success Story TrouDigital

The Support

Naturally, support for their digital signage network is paramount in both colleague and customer-facing areas. This required the formation of a custom SLA to cover the operation hours of all areas housing screens.

Key requirements:

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4-hour response.

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8-hour resolution.

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Hardware swap out.

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Phone triage.

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Graphics support.

In the 2.5 years since deployment, TrouDigital have been praised for their exemplary support, and hardware reliability.

“The screens and technology are high quality and are an amazing addition to our training environment but it was the service provided from TrouDigital that really stood out.”

British Airways Success Story TrouDigital

Support Summary

British Airways Success Story TrouDigital

Hardware Failures

4 (2 x PSU, 2 x 4G Routers)

British Airways Success Story TrouDigital

Phone Calls

134 (all resolved)

British Airways Success Story TrouDigital

Visits

7 (checkups/training)

British Airways Success Story TrouDigital

The Digital Transformation

To achieve BA’s vision of a digital passenger information system, TrouDigital implemented the following:

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A 4G networked solution so the displays would function over a standalone network.

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A content management system that would let BA update their screens centrally.

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Freestanding Passenger Information displays in key locations across Heathrow and Gatwick.

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A custom SLA which ensures BA had 24/7 support from the TrouDigital team.

British Airways Success Story TrouDigital

The Results Of Going Digital

During a phased roll-out, TrouDigital and British Airways worked together to transform their passenger communication. The results we’ve achieved at Heathrow and Gatwick include the following:

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Reduced the time it takes to update passengers across airports to less than two minutes.

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Where there has been an IT or network failure (such as the one seen in August 2019) BA were able to provide key information on their displays through the standalone network.

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Removed the need for staff to update information boards by hand and physically move them across the terminal.

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Improved the overall appearance of the information. The content is professional and in keeping with brand guidelines.

British Airways Success Story TrouDigital
British Airways Success Story TrouDigital
British Airways Success Story TrouDigital
British Airways Success Story TrouDigital

The screens and technology are high quality and are an amazing addition… but it was the service provided from TrouDigital that really stood out. From our first interactions, they were honest, knowledgeable and committed to getting our requirements right.

British Airways

British Airways Success Story TrouDigital

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