If the aviation industry is to continue its recovery from the COVID-19 pandemic operators must restore people’s confidence in air travel. Dr Kitty Hung, Principal Consultant at Atkins, sets out three ways we can enhance the passenger experience using tried-and-tested technologies.
Airports are busy places and operators have the increasingly difficult job of managing the thousands of people who come and go. Before the spread of COVID-19, many were implementing new technologies to make it quicker and easier for passengers to move from check-in to their departure gate. However, in the past 18 months the focus of innovation has shifted to keeping people safe and well throughout their journey.
As we emerge from the pandemic, operators must continue their digital transformation by focusing on the aspects of delivery that will transform the passenger experience in what’s become a very different world. That doesn’t have to involve significant investment in new technologies. Instead, travellers and operators will benefit from the integration of existing tools and processes and from applying learning from other sectors.
Utilising familiar technology
For example, airlines already have apps that enable people to book their travel and check-in online, while airport operators use the technology to help travellers navigate the terminals and access information on their flight. Bringing all this data, and more, together on a single app will ease people’s journey through the airport and increase the efficiency and cost-effectiveness of operations.
In practice, what we’re talking about is a platform that communicates with passengers and service providers in the same way Amazon, for example, connects with buyers and sellers. At the back end, there’ll be more complex architecture but the interface – what passengers see – is just like the online retailers’ websites or app that many of us will be familiar with.
From this app, travellers will be able to check-in for their flight, transition from landside to airside, do their shopping and relax with food or a drink, then board their aircraft. From an operator’s perspective, the advantage of developing a single app is that it only requires authorities to validate passport and boarding pass information once, and they do that behind the scenes. That, in turn, enables them to capitalise on other advances in technology.
Increasing automation
Airport operators are minimising the amount of time passengers spend near others to help restore people’s confidence in the industry. And automating processes that are currently carried out by staff members – but don’t have to be – is one way they’re limiting close contact. An example of this is at security checkpoints, where technology is increasingly being deployed to reduce queues and minimise engagement, where possible. More can be done though, for example, by using the information on the app and digital technologies such as facial recognition to eliminate the need for airline employees to check travel documents at the boarding gates. Their time can then be spent on other high-value tasks.
Considering what works well in other sectors
Airport operators can also learn from sectors including retail and hospitality, where self-service technologies have been used for some time. The duty-free shopping experience could be transformed by enabling people to go through “no tills” check-out and pay for their goods on their own (similar to Amazon Fresh), with the required travel information verified via their app.
Similarly, technologies such as the wireless or buzzers that are used in restaurants to speed up service and improve customers’ experience could be by food and beverage outlets that previously offered table service in the terminals to minimise contact with staff members. Again, ordering and payments can be managed via the app. The app can also enable virtual queuing allowing passengers to avoid crowds.
The benefits of integration and automation
Airport operators should continue to take advantage of advances in technology to help improve passengers’ journeys and ensure them they’re in safe hands. Enabling a seamless, end-to-end, and zero-contact experience will go some way towards helping the industry bounce back after a difficult 18 months. Further investment in digital tools will also enable operators to develop resilience and prepare for future challenges.