Technology provides access to a completely new world

Innovation consultant Jae is certain: technology is going to revolutionize the entire travel industry. He is investigating the proof of this at KLM. Together with his colleagues at the XR Center of Excellence (XRCoE), he employs extended reality (XR) solutions in the most innovative ways. Jae envisions a future where we travel not only by car, train, boat, or plane, but also virtually. All you need is an XR headset. Additionally, he sees opportunities behind the scenes with the rise of GenAI to make colleagues' lives better and more efficient.

Indispensable service

‘KLM currently offers three services. Jae Elaborates ‘The most well-known: passenger flights. Additionally, we transport cargo and have a maintenance division. I hope that in the future we will add digital products to this list. Think of traveling with virtual reality, and simulations and training for which we use XR and AI. Every day, my team and I explore what these new technologies can mean for our company.’

Starting gently

‘A technological development that has a significant impact is reintegration with VR. This helps cabin crew who have been out for an extended period, due to illness or pregnancy for example. Just like any other job, these colleagues need to reintegrate upon their return. There is, however, a fundamental difference: you cannot gradually build up in the cabin. Working half days is not an option, nor is leaving early.’

To bridge the gap between being at home and returning to work, we developed "Virtual Vitality" together with Inflight Services and students from TU Delft. This way, we combine two existing elements: technology and exposure therapy.’

From paddling pool to deep-sea diving

Virtual Vitality is an incredible success. ‘It gives employees the courage to return to work. Without immediately having to undertake a twelve-hour flight, they can still experience what it feels like to be in the air again. From welcoming passengers to filling luggage compartments: they go through the entire process step by step. And this evokes a lot of emotions. Some find it daunting to cross the threshold of the aircraft. Others need more time to process when they place their suitcase on the luggage belt for the first time again. It’s very understandable. Fortunately, thanks to this reintegration program, cabin crew no longer need to be up and running from one day to the next.’

The big unknown

The Netherlands is a small but innovative country. This mentality is also evident at KLM: we are allowed to try new things. In this, we are miles ahead of other airlines. It’s not always easy to get colleagues on board with my vision. Technology is still “the big unknown” and “a hassle”. That’s why I try to make it as human as possible, by explaining step by step how I can help colleagues, and the company move forward. I’m the guy who always insists that we must innovate. KLM pioneers on all fronts, and we do everything we can to maintain that lead.’