Global report commissioned by Amadeus identifies emerging technologies set to solve passenger pain points at the airport
A new industry report, Navigating the Airport of Tomorrow, identifies changing attitudes to the modern airport and charts the technologies that over the next ten years will attempt to solve passenger frustrations whilst also delivering the much anticipated 'total travel experience'. Authored by Norm Rose of Travel Tech Consulting Inc, the report reveals that passengers across the world are regularly still suffering significant problems whilst at the airport including when checking-in, collecting and dropping off baggage and passing through security checks.
• ‘Navigating the Airport of Tomorrow’ shows that problems with baggage management, security processes and flight disruptions cause the greatest frustration for passengers
• Technologies investigated in the report include near-field communications (NFC) location-aware baggage systems and also indoor location tracking
Madrid, Spain, 23 March 2011: A new industry report, Navigating the Airport of Tomorrow, identifies changing attitudes to the modern airport and charts the technologies that over the next ten years will attempt to solve passenger frustrations whilst also delivering the much anticipated ‘total travel experience’.
Authored by Norm Rose of Travel Tech Consulting Inc, the report reveals that passengers across the world are regularly still suffering significant problems whilst at the airport including when checking-in, collecting and dropping off baggage and passing through security checks.
Designed to stimulate new thinking and innovation in the travel sector, Navigating the Airport of Tomorrow uses primary data from a global traveller study conducted by JD Power on behalf of Amadeus, which surveyed 2, 978 travellers.
Travellers demand improvements in disruption management and baggage handling
At 43%, disruption management ranked as the single most important area where travellers would like to see improvement. Furthermore, innovations and improvements in baggage handling are important to 34% of travellers with a similar percentage having suffered delays when checking-in, depositing or picking up baggage.
Demand for new information services and self-service is high
Just under 40% of travellers would adopt services that delivered real-time information to their mobile devices on flight and baggage status, as well as directions at the airport. A third of respondents require greater self-service options including the ability to purchase additional services at airport kiosks and self-tagging options for luggage.
Airport experiences impact perceptions of airlines
On average, if customers are made to queue for longer than 30 minutes in order to check-in, their perception of the airline used swings negatively by 10%.
Looking ahead to 2020, the report paints an optimistic picture of how specific emerging technologies will be applied to solve the challenges of the airport experience including:
• One-touch check-in and progress tracking: Near field communication (NFC) enabled smartphones and tablet computers could unlock the possibility of one-touch check-in, if airports deploy NFC sensors throughout the airport. This would maximise ease of check-in for the passenger, and could even enable airlines to track their passengers through the airport, achieving greater efficiencies.
• Permanent baggage tags: Radio Frequency Identification (RFID) technology is being introduced to create permanent baggage tags that recognise the passenger’s frequent flyer details and allow the tracking of the bag through the airport, onto the airplane and off again at the final destination. This will enable real-time baggage information – an especially valuable service in times of disruption.
• Roaming agents with tablet computers: Given the proliferation of tablet computers, roaming agents could soon be available within the airport to provide information to passengers as necessary, or to aid the desk check-in process at peak times.
Julia Sattel, VP Airline IT, Amadeus commented on the report: “We see a bright future for those players that are willing to collaborate in order to overcome the challenges presented by airport operations. Airlines, airport operators, ground handlers and retailers must work together if the vision presented in this report is to be realised. Our priority is to help deliver a better experience for the passenger by providing solutions that underpin how airlines and airports better relate to their customers.”
Norm Rose, Travel Tech Consulting, Inc and the report’s author added: “It is clear that self service and mobility are key themes of the airport of tomorrow. Ubiquitous connectivity means the passenger is always online and therefore in turn expects real-time communication. Even simple advances such as verifying that a passenger’s baggage is on-board the aircraft can greatly help to minimise frustration and uncertainty. That said, in order to genuinely achieve this vision of the airport of tomorrow, airlines and airports must invest in new systems that automate manual tasks, share information and provide proactive communication to the passenger.”
To download a copy of the Navigating the Airport of Tomorrow report, please visit:
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Notes to the editors
Amadeus is a leading transaction processor and provider of advanced technology solutions for the global travel and tourism industry.
Customer groups include travel providers (e.g airlines, hotels, rail, ferries, etc.), travel sellers (travel agencies and websites), and travel buyers (corporations and individual travellers).
The group operates a transaction-based business model and processed 850 million billable travel transactions in 2010.
Amadeus has central sites in Madrid (corporate headquarters and marketing), Nice (development) and Erding (Operations – data processing centre) and regional offices in Miami, Buenos Aires, Bangkok and Dubai. At a market level, Amadeus maintains customer operations through 73 local Amadeus Commercial Organisations covering 195 countries.
Amadeus is listed on the Madrid, Barcelona, Bilbao and Valencia stock exchanges and trades under the symbol “AMS.MC”. For the year ended 31 December 2010, the company reported revenues of EUR 2,683 million and EBITDA of EUR 1,015 million. The Amadeus group employs over 10,270 employees worldwide, with 123 nationalities represented at the central offices.
To find out more about Amadeus please go to www.amadeus.com.
To visit the Amadeus Investor Relations centre please go to www.investors.amadeus.com.
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