ASIA Travel Tips.com

Airports Focus on Technology to Improve Passenger Experience

Search ASIA Travel Tips .com Send to Friend ASIA Travel Tips.com Latest Travel News Tuesday, 18 October 2011

IT investment by airports is rising as airports seek to meet the increasing expectations of passengers for self-service and a hassle-free experience, according to a new global survey.

 IT investment, as a percentage of revenue, rose to 4.4% in 2010 and 81% of airports expect IT budgets to remain the same or increase in 2012. Top investment projects for airports in the next three years are IT infrastructure upgrades and mobile services.

The 8th annual SITA Airport IT Trends Survey, co-sponsored by Airports Council International (ACI) and Airline Business, tracks airport technology trends. It is based on responses from almost 100 airport operators, representing the views of 198 airports, including more than two thirds of the top 100 airports by revenue, responsible for 43% of global passenger traffic.

The survey, which was launched today at the 20th ACI North America Annual Conference in San Diego, found that ‘improving customer service’ is the top driver for new technology investment in airports with 63% considering this their highest priority.

Improving airport safety and security is also a high priority (53%) with increased investment in technologies such as biometric identification which is already implemented by 28% of respondents at border control.

Reducing the cost of business was ranked lower this year but remains a high priority for most airports (46%).

Overall, almost six out ten airports are planning major investments to upgrade their existing IT infrastructure to support new passenger and workforce solutions.

Airport IT spend in 2010 rose to 4.4% of revenues compared with 3.6% in 2009 with airports in Asia, the Middle East and Africa leading the way, reflecting the level of infrastructure investments in these regions. Airports in Europe are more cautious about future investments, with most keeping their IT spending static. The global outlook for 2012 looks positive with 81% of airports expecting budgets to remain the same or increase.

Ilya Gutlin, SITA Vice President Airport Solutions said, “The survey shows airports are putting passengers first when it comes to investment in IT. They are particularly focussed on mobile services for passengers which ease their journey through the airport by providing updates on departure gates; flight information and delays; and other relevant information. The passenger experience is further improved by the wide availability of self-service options from check-in to bag-drop; the growth in e-gates for boarding and check points; and advances in passenger flow management. These all contribute to SITA’s vision for the intelligent airport which aims to shorten queues and take the hassle out of the passenger experience.”

Passenger self-service continues to grow. Despite high levels of adoption, 53% of airports are planning to increase the number of check-in kiosks. Some 25% plan to introduce kiosks for new services including bag tag printing, flight transfers, and self-scanning of documents such as passports. By 2014, some 38% of respondents will have introduced e-gates for self-boarding and 42% will have e- gates for check points (9% have them today), both of which will help to reduce queue times and speed up processing. And 51% will have introduced common-use bag drop locations by 2014.

The survey highlights the continuing growth of social media channels to communicate with passengers and public communities, particularly to handle complaints, give flight information and emergency updates. Nearly half of respondents already use mobile services to provide flight information and operational updates with over 80% saying they will by 2014.

Mobile technology is having a big impact in improving operational efficiency at airports with 84% of airports investing in mobile services for staff. Uses include providing wireless, handheld devices for baggage management (31% have implemented and 22% plan to); remote updates to aircraft and gate information (26% implemented and 33% planning) as well as ramp and apron management, dispatch of buses and special passenger assistance.

Another IT solution identified by airports to improve operational efficiency is passenger flow monitoring. The data enables airports to identify bottlenecks and queues so they can take action to reduce congestion and wait times, which helps improve the passenger experience. Some 22% of respondents monitor passengers’ progress across the airport, but 49% have plans to do so by 2014. Airports predominantly use 2D bar-coded boarding passes to monitor passenger flow (69%) but other technologies are also being considered for future use with 59% planning to use Bluetooth, WiFi (56%) or video analytics (41%).

Investments in virtualisation and cloud computing are gathering pace. Nine out of ten airports have already implemented, or are planning to implement, Infrastructure-as-a-Service by 2014. The top reason for choosing virtualisation/cloud is to save costs (60%) followed by improved efficiencies (48%) and increasing the implementation speed of new applications (44%).

See other recent news regarding: Airlines, Airports, Awards, Flights, Codeshare, FFP, Inflight, Lounges, First Class, Business Class, MICE, GDS, Rewards, Miles, Hotels, Apartments, Promotions, Spas, Yoga, Retreat, New Hotels, Traffic, Visitor Arrivals, Cruises, Free Deals, Interviews, Videos, SITA

Subscribe to our Latest Travel News Daily Email Free of Charge by simply entering your email address above, or return to the Latest Travel News Asia main page to see all the latest headlines. You can also stay updated with our RSS Feed Free Travel News RSS Feed and even add the travel news to your website. Have questions? Please read our travel news FAQ.
     
Exclusive HD video interview with the General Manager of The Ritz-Carlton, Bali, Mr. Karim Tayach. In this HD video interview, filmed on the side lines of the AAPA Assembly of Presidents at  The Ritz-Carlton, Bali, we sat down with Ilya Gutlin President, Asia Pacific of SITA to learn more about the company and the future of air travel. Exclusive HD video interview with Mr. Luc Bollen, General Manager of The Park Lane Hong Kong, a Pullman Hotel.
The Ritz-Carlton, Bali Future of Aviation The Park Lane Hong Kong
Aviation Industry Update at AAPA 2015 in Bali.  Andrew Herdman is the Director General of the Association of Asia Pacific Airlines (AAPA) and this is the presentation he gave to a few select aviation journalists at The Ritz-Carlton, Bali on 12 November the day before the General Assembly of Presidents. Exclusive HD video interview with Air Macau's Chairman of the Board and President of Executive Committee, Mr. Zheng Yan Exclusive HD video interview with the General Manager of the JW Marriott Hotel Macau, Mr. Brian Tong.
Aviation Industry Update Air Macau's Chairman JW Marriott Macau
Exclusive HD video interview with Mr. James Mabey, Senior Vice President Development Asia Pacific for the Jumeirah Group Exclusive HD video interview with Ms. Titiya Chooto, General Manager of Anantara Siam Hotel (formerly the Four Seasons Hotel Bangkok). Exclusive HD video interview with Mr. Jonathan Wigley, Founder and CEO of one of Thailand's most successful hotel management and ownership companies.
Jumeirah Group Anantara Siam Bangkok Absolute Hotel Services
This HD video tour of Thai AirAsia X's brand new 337-seat Airbus A330-300 aircraft was filmed at Don Mueang Airport in Bangkok, Thailand on 14 May 2014 Exclusive HD video interview with Mr Wayne Mak, Managing Director of Rhombus International Hotels Group HD video of the interior and exterior of a Thai Vietjet Airbus A320-200.
Thai AirAsia X A330-300 Rhombus Int. Hotels Group Thai Vietjet A320-200
An exclusive HD video interview about the elegant Airbus A350 XWB with David Velupillai, Marketing Director for Airbus Corporate Jets at Singapore Airshow 2014 A very brief glimpse into one woman's amazing journey sailing from California to Terengganu in Malaysia ATR Demonstrates 72-600 Flight Simulator During Singapore Airshow 2014
Airbus A350 Sailing from California to Malaysia ATR Simulator
Inside Qatar Airways Boeing 787-8 Dreamliner - HD Video It takes 800 workers between 65 and 80 days to assemble, install, test, paint, furnish and deliver an Emirates Airbus A380. Showers, Bars, Lounge - The Emirates Airbus A380 Has Them All - HD Video Tour Thai Airways International Takes Delivery of Brand New Boeing 777-300ER
Qatar Airways B787 Emirates A380 Thai Airways B777-300ER
Latest Travel News
Hotel Reservations
     
     
Advertising
Advertising
© Copyright 1997 - 2016 - ASIA Travel Tips.com - All rights reserved.