With lengthy queues, redundant processes, and a lack of personalization, it’s no surprise customers have no love for modern airports. It’s time for airports to reexamine their approach to customer experience and start creating the airport of the future.
Reinventing the customer experience has significant implications for airlines and airports, especially as many of the challenges are particularly critical on the day of travel. During the day of travel, an airline’s operational focus is on passenger movement and on-time flight departures, as well as to increase throughput and streamline processes, such as baggage processing, customer check-in and boarding, all while maximizing revenue per passenger.
The greatest source of travelers’ dissatisfaction is the airport experience at departure and arrival. Currently, a traveler’s airport experience involves lengthy queues, repetitive and redundant processes, and a lack of communication and personalization. This is often compounded by flight disruptions, which not only add to the negative customer experience, but, it costs airlines hundreds of millions of dollars annually. During the day of travel, an airline’s operational focus is on passenger movement and on-time flight departures, as well as to increase throughput and streamline processes, such as baggage processing, customer check-in and boarding, all while maximizing revenue per passenger.
These challenges, however, present significant opportunities — for both airlines and airports — to remove travelers’ stress and improve the overall customer experience. There are numerous improvement areas in the day-of-travel and airport journey today, tomorrow and in the future. In an effort to reduce the impacts of airports’ constrained facilities, airlines are challenged with developing innovative ways to increase throughput and streamline processes, such as baggage and customer check-in, as well as to focus on optimizing the customer’s end-to-end journey. In doing so, airlines can employ a host of technology-based solutions and remove significant costs from across the business, including:
- Monitoring Services to Maximize Throughput & Reduce Congestion
- Biometric Identification to Streamline & Tighten Security
- Permanent Bag Tags to Enhance Customer Experience
To learn more about transforming the airport experience, download the report!