When technology becomes a face: the airport reinvents proximity at a distance
At Marseille Provence, innovation takes the form of those who accompany each departure. With a new remote video assistance solution, the airport is reinventing the way it welcomes, reassures and guides travellers, offering greater proximity even when staff cannot be physically present.
At an airport, a journey never really begins when you sit down in your plane. It often starts earlier, when you definitely need a reassuring glance or a timely answer. At Marseille Provence, this relationship is as important as the destination, because it shapes the experience.
Today, we are taking a new step forward by becoming the first airport to trial a remote video assistance solution. This innovation is designed to bring our teams closer to our passengers... even when they are several metres or several terminals apart.
A new face of hospitality
The terminals installed in partnership with SkaLink in both terminals offer a direct window to our agents. With a simple touch, it puts a face to a voice, a look at information, and concrete help in a moment that can sometimes be emotionally charged. Because, as we know, travelling can be a source of excitement as well as stress — and our desire is to provide support.
Thanks to this terminal equipped with a camera, travellers can now interact in real time with one of our employees, who can provide directions, reassurance and guidance. They can also instantly obtain documents, purchase a service or benefit from simultaneous translation, a valuable asset when welcoming passengers from all over the world.
Closer, even from a distance
In an airport undergoing transformation, this solution enables an essential gesture: preserving human proximity while making journeys smoother. Less internal travel, greater responsiveness, increased presence in areas where traffic varies throughout the day...
With this remote video assistance, we are confirming our belief that technology only makes sense when it amplifies the human experience. Here, it becomes a relay, a bridge, a smile at the touch of a screen. And while we can't be everywhere all the time, we can make sure we stay close. Always.