Positive Disruptors

GateWaiter: Taking hospitality to new heights

Fraport USA and Servy introduce a new mobile ordering and delivery service to US airports that they say will add speed and convenience to the travel dining experience.

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Speed, convenience and digitalisation converge in the latest innovation from concession developer Fraport USA and hospitality platform Servy. The partners have developed a Fraport-branded mobile ordering and delivery service, GateWaiter, which is rolling out at selected 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 elsewhere. Passengers and staff at participating airports can place contactless orders for food and drink using their smartphones, with the option of having deliveries made to them wherever they choose in the airport, for a nominal fee. 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. Convenience is key. For example, QR codes sit 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.

Special delivery: Baltimore/Washington Airport Executive Director Ricky Smith receives one of the first orders through the GateWaiter system. Below, Servy Chief Experience Officer Jeff Livney salutes the launch.

Restaurant options are searchable by location and cuisine and estimated order and delivery times are provided. They can also can opt-in for status alerts. For launch, the service includes over 12 restaurants as well as retail outlets at Baltimore-Washington Airport with more locations to be added. At Cleveland Airport, hometown brands Great Lakes Brewing Company and Inca Tea Café join other popular restaurants such as Bar Symon, with more locations to come. 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 travellers. 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.”

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The Moodie Davitt eZine Issue 300 | 16 September 2021

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