Airport Digital Transformation: From Operational Performance to Strategic Opportunity

Airport Digital Transformation: From Operational Performance to Strategic Opportunity


Amadeus commissioned this study because we are committed to helping airports realize the benefits that digital transformation can bring. Originally we thought that probably they would be really focused on cost-savings, but as the report progressed and the research progressed we realized more and more that it was actually going to bring a lot of benefits, or the airports saw a lot of benefits in the value add that the digital transformation can bring. One thing that was slightly surprising about the development of this report was that initially the brief was to look at the potential for digital technology to reduce total airport operating costs. In fact, what airports are really looking for is how to transform the way that they generate revenue, manage operations and deliver a leading passenger experience. I was surprised to see that they were focused on things other than just cost reduction. When you’re in the process of working with airports a lot of times you see that cost reduction is the biggest focus that they have. Amadeus is supporting airports in this area through things like our collaborative decision making. We have several applications that are focused on collaborative decision making, which is really the concept of helping different players within the ecosystem to share information and to work better together. I think we also are able to do things with some of the technologies that we bring such as cloud technology. In terms of key findings, many airports now realize that they can no longer satisfy passenger needs with traditional approaches. In fact, passenger volumes continue to grow rapidly, and their needs and expectations are becoming more diverse and airports need to compete for traffic and revenue. I think what excites me most is the ability for the technology that’s coming in the airport environment to impact the passenger experience. For example, biometrics and some of the new self-service technologies. When you put these together, what we’re going to see in the future in passenger processing is a much better experience for the passenger, where you effectively walk into the airport and it’s almost a seamless and touch free process to get all the way onto the aircraft.

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