Singapore Airlines launches Digital Connection Service

Star Alliance Connection Service embedded in SQ App

Singapore Airlines (SIA) has become the launch airline for the digital version of the Star Alliance Connection Service.

The Star Alliance Connection Service was introduced in 2017 to facilitate time critical flight connections between Star Alliance member airlines and, until now, has required dedicated staff support to assist affected passengers in transferring between flights.

The digital version of the Star Alliance Connection Service embeds in the participating member airline’s mobile app, providing updated transfer information and intuitive navigational services through the customer’s smartphone at major hub airports, without further intervention.

Information provided by the digital version includes the optimum route from the arrival to the departure gate, as well as distance and time needed to get there. In the case of critical connections, passengers receive a digital express connection card that allows expedited passage through certain checkpoints.

Star Alliance adopted 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.

This initial release focuses on 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 airport maps via the SingaporeAir mobile app. Star Alliance plans to roll out the digital version of its Connection Service to more transfer-intensive 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.

“Launching the Connection Service on the SingaporeAir mobile app, in partnership with Star Alliance, is part of our efforts to use digital technologies to provide a more seamless end-to-end journey to our customers. As the world’s leading digital airline, we will continue to find innovative ways to enhance the experience for our customers and support their evolving needs.” 
Mr Lee Lik Hsin, SIA Executive Vice President Commercial

“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. 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, touchless experience. We are delighted to be launching this timely innovation to our product together with alliance member Singapore Airlines and, as we welcome back passengers to flying, we look forward to expanding the enhancement in our major connecting hubs. The digital Connection Service is but one of several technological advances Star Alliance will be communicating to address the need for contactless services.” 
Mr Christian Draeger, Star Alliance Vice President Customer Experience

About Singapore Airlines

The SIA Group’s history dates back to 1947 with the maiden flight of Malayan Airways Limited. The airline was later renamed Malaysian Airways Limited and then Malaysia-Singapore Airlines (MSA). In 1972, MSA split into Singapore Airlines (SIA) and Malaysian Airline System. Initially operating a modest fleet of 10 aircraft to 22 cities in 18 countries, SIA has since grown to be a world-class international airline group that is committed to the constant enhancement of the three main pillars of its brand promise: Service Excellence, Product Leadership and Network Connectivity.

About Star Alliance

The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognized by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Air Portugal, THAI, Turkish Airlines and United. Overall, the Star Alliance network currently offers more than 19,000 daily flights to over 1,300 airports in 195 countries. Further connecting flights are offered by Star Alliance Connecting Partner, Juneyao Airlines.