SPECIAL REPORT: IT
Empowering passengers
Technology should be one of the key drivers used by airports to boost passenger satisfaction levels, writes Jim Martin.
T
he evolution of airport operations has been refi ned over the years to accommodate the ever-changing demands of travellers.
Technologies such as broadband and WiFi are more pervasive than before
and with them, operational effi ciencies have improved and security capabilities heightened. The ‘airport experience’ for passengers have been taken to a new level
courtesy of a range of services such as web check-in and personalised services like real time updates on fl ight information. Indeed, the main crux of airport operations today is to ensure effi cient and effective check-in, boarding, baggage handling and stringent security measures. Without a doubt that passenger experience and technology work hand in hand when it comes to the way airports function. These two elements have become important factors in current airport operations due to today’s realities. Passengers have grown accustomed to the ever changing technological environment that they experience at home and at the workplace. Just like customers for any other industry, passengers are constantly
looking for instantaneous, fuss-free methods to streamline processes and gain access to instantaneous information. For instance, the provision of real time fl ight information and alternative check-in options is slowly evolving into a necessity instead of a luxury.
60 AIRPORT WORLD/OCTOBER-NOVEMBER 2010
In this context, tech-savvy passengers are clearly on the rise. The
increasing number of travellers opting for newer and faster passenger processing methods seems to reinforce the view technology is driving the way airports work. Today, most airports have deployed self-service kiosks in their
terminals, allowing travellers to check-in, change seats or reschedule fl ights at the kiosk instead of queuing at check-in counters. Technologies such as common-use check-in platforms allow multiple airline and airport support operations to use the same basic information system, enhancing the communication and data fl ow between airlines, airport operators and other support organisations. This means that passengers can check-in, make meal reservations, and
select seats, for example, via the same counter, helping them save time and effort in making arrangements. With internet access made readily available at any location, travellers checking-in via their handheld devices such as iPhones and BlackBerries are also increasing. These smart phones have become one of the latest gadgets to check-in passengers on the go. Apart from self-service kiosks and mobile check-in alternatives, airports
and airlines are also offering different check-in options to travellers. Remote check-in sites at hotels, tourist attractions, for instance, have also proved to be a form of great convenience for travellers.
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