Airport retail concessions developer Fraport USA has partnered with Servy, the enterprise self-service platform for hospitality, to introduce the new Fraport-branded mobile ordering and delivery service, GateWaiter, at select US airports.
The platform, powered by Servy’s Grab Airport Marketplace technology, launched in August at Baltimore/Washington International Thurgood Marshall Airport and Cleveland Hopkins International Airport, with plans to expand to other airports.
Passengers and staff at participating airports can place contactless orders for food and drink using their smartphones, with the option of having their choices delivered to them at a location of their choosing.
The GateWaiter delivery service, managed by AtYourGate in partnership with Servy, integrates with the GateWaiter mobile ordering platform to arrange delivery of the order to guests. QR codes will be placed on rocking chair armrests and across common area seating at Baltimore-Washington Airport. These codes can be scanned on digital devices to bring up menu options and act as a delivery point for meal orders.
For launch, the service includes over 12 restaurants as well as retail outlets at Baltimore-Washington Airport with more locations to be added in the coming weeks. At Cleveland Airport, hometown brands Great Lakes Brewing Company and Inca Tea Café join other popular restaurants with more locations being added.
Servy Chief Experience Officer Jeff Livney said: “It’s great to be announcing our new partnership with Fraport USA, which is real proof of their commitment to improving the guest experience for travelers. This new service will offer a convenient, contactless self-service option, reducing touchpoints for passengers and enabling them to easily order and purchase meals while maintaining social distancing.”
Fraport USA CEO Michael Mullaney said: “Providing great passenger service is one of our priorities, and our new GateWaiter mobile ordering and delivery service will enable us to add further value and reach more customers during their visit to the airport. Rolling this programme out across airports makes it a seamless process that can be scaled quickly as we bring additional airports and outlets onboard. This is clearly a major benefit in the current landscape.”
Chris Hartman, Chief Experience Officer at AtYourGate, added: “We are thrilled to be partnering with Servy and Fraport USA to provide the delivery experience for these exciting new programmes. [They] will provide guests greater access to shopping and dining options while travelling, including the option for safe and convenient delivery right to their gate.”
Speaking about the service at Baltimore/Washing Airport. Fraport Maryland Vice President Gary Gilliard said: “With our fully integrated mobile platform, we are elevating the guest experience by offering another convenient option when it comes to mealtime and snack time. Passengers can have sweet Maryland crab cakes or tangy tacos delivered to their gate with a simple scan of a QR code on their smartphone.”
Baltimore/Washington Airport Executive Director Ricky Smith said: “GateWaiter provides a convenient new service that will improve the passenger experience. We are focused on delivering high customer satisfaction and new amenities that will benefit our passengers. This innovation offers a simple, touchless way to deliver excellent food options right to travellers throughout the airport.”
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