Perhaps the most familiar yet still-promising benefit for travellers is accessing real-time information on their smartphones. New opportunities lie ahead for airports, airlines and vendors, as they strive to personalize the passenger experience through mobile applications. Location-based technology will make it possible for travellers to have more contextually-based options for enjoying spare time before departures. Augmented-reality wayfinding tools will increasingly help travellers save time and energy by digitally leading them to check-in areas, departure gates, baggage belts and other desired locations. Taking that concept just one step further, imagine passengers satisfying an impromptu craving for pizza by having it delivered to them at their departure gate.
Meaningful improvement includes a series of factors throughout the traveller’s journey. While movement within the airport is a large piece of the traveller’s navigational puzzle, creating an efficient and enjoyable journey also involves pieces outside the airport. What if passengers could avoid trip delays and thus save valued time on every trip? Providing this major benefit would involve leveraging data coupled with analytics to foresee delays, then notifying passengers via their mobile devices—with enough lead time to allow for changing the departure day and time.
Anticipating passenger needs, exceeding passenger expectations and making informed investments will form a proactive approach to help shape airports of the future and enhance the total travel experience.