WHITEPAPER THE CUSTOMER-CENTRIC AIRPORT

THE CUSTOMER-CENTRIC AIRPORT
[
[
The Traveler Experience Reimagined
Airports across the globe are increasingly examining the
airport-processing experience. An array of new and emerging
technology-based solutions promise improved operational
efficiency and new approaches to engaging customers,
and which hold the potential for new revenues. 10 Additionally,
airports are driven to find new ways to process and interact
with a new generation of tech-savvy travelers such as
those carrying smartphones. 11 These travelers expect
instant interaction, engaging customer service and
memorable experiences (Fig. 7). Furthermore, many of
these enabling technologies can also lower operational
costs from improved customer processing throughput
and enhanced customer service.
During the next 10 years or so, airports are likely to leverage
and extend the efficiencies outlined in IATA’s Fast Travel
initiative. This program aims to deliver self-service options in
six areas of a passenger’s day of travel journey: check-in, bags
ready-to-go, document check, flight rebooking, self-boarding
and bag recovery. IATA estimates these initiatives will save
the industry approximately US$2.1 billion while providing
passengers with options for more control over their airport
journey 12 (Fig. 10). IATA’s vision is that “by 2020, 80 percent
of global passengers will be offered a complete relevant
self-service suite throughout their journey to provide better
convenience and reduce queues.” 13
By implementing many of these solutions and extending into
additional areas of the traveler experience, airlines and airports
are poised to continue realizing incremental gains in efficiency.
Moreover, these solutions will make the traveler’s experience
less stressful and intrusive, and return a degree of control to
the traveler, especially during times of irregular operations
where the customer’s journey is disrupted.
(Figure 7)
The Connective Journey
Internet
Browsers
Portals
Search
Social
Messenger
Internet of Things
connects
information
to
information
connects
people
to
information
connects
information
to
people
connects
information
to
people
& commerce
to people
connects
people
to
people
(on a large scale)
connects
people
to
people
(one to one)
connects
device
to
device
10
How Airports Can Improve Revenue & Profitability from Retail and F&B. Research For Travel. 2012.
11
Passenger IT Trends Survey. SITA. 2013.
12
IATA’s Attempt to Make Passenger Experience Seamless Gets Its Second U.S, Airline. Skift. September 2015.
13
IATA Program Strategy — Fast Travel Program, January 2015.
13
Redefining The Airport Customer Experience