Ajay Sharma (ajuysharma@gmail.com) Mindsumo Delta Air Lines - Describe the ideal members-only airport lounge

1. Ideal lounge experience
In London’s Heathrow Airport, Virgin Atlantic ran a pilot project that involved providing staff
in its upper class lounge with Google Glass – a new form of smart eyewear technology that
features head-mounted displays (Airport Business, 2014). When customers entered the
lounge, a Virgin representative would greet them by name and begin the check-in process
using the technology. The representatives were also able use the glasses to provide instant
updates on flight and destination related information. Staff members reported that being
able to access information while simultaneously looking at the customer improved service
quality (Forrester, 2014). Customers also reacted to the technology a lot better than Virgin
expected. From an efficiency standpoint, the initiative reduced paperwork and increased
overall productivity.
Upper Class Wing is a very special way to get your journey from London Heathrow T3 off to
an exceptional start. If you’re arriving in your chauffeur car, our team will greet you, swiftly
handle your baggage and give you your printed boarding pass. If you’re arriving in your own
private car or taxi, it’s a good idea to call ahead to pre-arrange your arrival.
You'll then whizz through our very own Private Security Channel, beating the queues.
Seamless, stress free and calm, you can go from your car to the Clubhouse within ten
minutes. Where you can catch up on work or relax before your flight.

2. Why will your lounge experience be appealing to a Millennial audience?
While Virgin’s experiment with Google Glass took place in an airport lounge environment, it is directly
relevant to public sector over-the counter services. In the future, wearable’s could allow government
counter services agents to know who is walking in, why they are there, and what needs to be done
(Forrester, 2014). With less time spent gathering and inputting data it gives the service agent the
opportunity to focus on the customer interaction. The emphasis changes from exchanging information
efficiently to providing an exceptional experience. Another way that digital technologies are being
leveraged to improve the customer experience is through real-time speech translation. Real-time speech
translations on mobile devices eliminate cross-cultural communication barriers by immediately translating
words from one language to another. The technology allows people from all over the world to
communicate with each other without having to learn a new language. It is expected to improve the
“one-to-many” events organizations host such as webinars, training sessions, and conferences. Digital
wallets allow users to make payments directly using their mobile phones. Instead of taking out a wallet
when it is time to pay, a customer opens up an app on their digital device, enters a pin, and selects the
account that will be withdrawn from. They then tap their device to a payment terminal which transmits
the required data (CHASE Paymentech). The arrival of phygital is just beginning and it is expected to grow
rapidly as organizations experiment with micro-technologies. Rapid prototyping allows for faster
development and testing of these technologies, which will lead to an influx of new products and services.
Trial runs will give technology companies an opportunity to refine products, developers will create more
applications, and end-users will increasingly have higher quality experiences. The perception of phygital
will move from ideal to practical. Costs will go down, more organizations will make the investment, and it
will eventually become a part of our everyday customer service reality.

3. Ideal lounge experience

4. Ways to check in
The easiest way to check in is online, from 24 hours before your flight up to 70 minutes
before departure. There are different ways available to check in.
Mobile check in
Kiosk check in
Twilight check in
If you're getting the AEL to the airport, you can check in at Hong Kong or Kowloon
stations, until 90 minutes before take off. They are open from 0600 - midnight daily. You
can check in on the day, up until 90 minutes before departure.
Working 9 to 5
It doesn’t have to be all fun and games. Dotted around the Clubhouse are laptop points
and the whole lounge is fully wireless. Laptops with Internet access are also provided
for those who just want to browse the net.
A little tipple
At the heart of the Clubhouse is the lively bar area. Why not sip a champagne cocktail at
our 14 metre long cocktail bar? Take a seat and our staff will serve you with a selection
of complimentary classic drinks and sophisticated cocktails.
Why will your lounge experience be appealing to a Millennial audience?

5. Why will your lounge experience be appealing to a Millennial audience?
Food & Meals
Sample anything from an English breakfast or afternoon tea to our speciality burger. You can
also try the finest deli produce sourced from local and international suppliers.
The Den
Calling all gamers and film buffs, the Den is the place for you. Have a pool contest or try
your hand at the latest games on the retro video games consoles. Our state of the art
multiscreen shows the cream of the crop of TV and film as well as the latest news and sport.
The Lodge and Viewing Deck
Passengers looking to unwind can visit The Lodge with its après-ski vibe. Or if you're looking
for peace and quiet, our specially designed Viewing Deck offers great views of the runway
and the setting sun, with comfortable seats making it the perfect place for a preflight
snooze.
The Loft
For the ultimate preflight indulgence, climb the white marble stairway that leads through
the 'clouds' of the ceiling to the pièce-de-résistance of the Clubhouse - The Loft. Watch the
planes takes off through full-width sloping windows underneath a dramatic skylight.

6. Clubhouse Spa
Here you'll find a bespoke experience using the best products, leaving you feeling
invigorated and in tip top condition for your flight.
Fancy a free facial? Choose one of our complimentary services, or upgrade to one of our
specialised options.
Priority arrival
As an Upper Class passenger, you’ll never have to worry about missing a meeting. After
landing, you’ll be one of the first to disembark and one of the first to pick up your
luggage. Plus, your chauffeur will be waiting at arrivals to make sure you get to your final
destination with plenty of time to spare.
Why will your lounge experience be appealing to a Millennial audience?

7. Sketches, drawings, mock-ups, charts, videos, graphs or any other visuals

8. Sketches, drawings, mock-ups, charts, videos, graphs or any other visuals