Airport retail concessions developer Fraport USA is partnering with Servy, the enterprise self-service platform for hospitality, to bring its new Fraport-branded mobile ordering and delivery service, GateWaiter, to select U.S. airports.
The new platform, powered by Servy’s Grab Airport Marketplace technology, launched in August at Baltimore/Washington International Thurgood Marshall Airport (BWI) and Cleveland Hopkins International Airport (CLE) with plans to expand to other airports.
Passengers and staff at participating airports will be able to 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, seamlessly integrates with the GateWaiter mobile ordering experience to conveniently deliver the order to guests. For example, QR codes will be placed on rocking chair armrests and across common area seating at BWI Marshall. 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 a dozen restaurants as well as select retail outlets at BWI Marshall Airport with more locations slated to be added regularly in the coming weeks; at CLE, hometown favorites Great Lakes Brewing Company and Inca Tea Café join other popular restaurants with more locations being added.
Jeff Livney, chief experience officer at Servy, 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.”
Michael Mullaney, CEO of Fraport USA, said, “Providing great passenger service is one of our top 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 program 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 said, "We're thrilled to be partnering with Servy and Fraport USA to provide the delivery experience for these exciting new programs at BWI and CLE. These programs will provide guests greater access to shopping and dining options while traveling, including the option for safe and convenient delivery right to their gate."
