SITA has released a positioning paper, “Happy Passengers, Successful Airport”, which states airports that invest in the passenger experience perform better by maximising revenue opportunities, improving customer satisfaction and driving efficiency benefits.
Happy passenger, suceesful airport. (Image credit: michaeljung/iStock)
However, delivering a fast and smooth journey through the airport is still a major challenge for most airports. They have to deal with three business imperatives – improving the passenger experience, optimising operational procedures, and improving the commercial and financial performances. This is not made easier by the rapidly growing number of international passengers, which IATA forecasts to rise by a quarter to 1.5 billion in 2017.
Many airports are turning to technology to achieve the three business imperatives so as to have happy passengers using them.
Self-service is one of the ways to meet increasing customer satisfaction in airports, mentioned the paper. “Self-service kiosks can lead to a 25% increase in the speed of passenger processing and generate average savings per kiosk check-in of US$2.50.”
Having self-drop units also helps to expedite passenger flow as the paper revealed that 60 passengers versus 24 can be processed in an hour by such unit.
Findings also ahowed that 89% of airports hope to have implemented business intelligence systems, and over 70% of the top 50 airports have investment plans for cloud and geo-location technologies by 2017.
SITA positioning paper examines how technology innovation is building the passenger journey of tomorrow, and build successful airports. We reproduce the paper in full below.
