Many of today’s airports are also embracing change by implementing a range of technology-driven improvements, such as self check-in, that are transforming the passenger experience and improving operational performance. Continuing advancements in sensor technology and augmented intelligence point toward a future where “touchless airports” become a reality.
We are already seeing the first steps down this path, with some airports rolling out wayfinding and personalization apps that can be accessed from your smart device, and others introducing apps that allow passengers with electronically enabled passports to bypass time-consuming immigration and customs checks.
Innovations like self check-in and mobile app processing are doing more than improving the travel experience, they are also helping airports to make better use of available space. For instance, Arup assisted JetBlue with the implementation of a “queue-less lobby” at their JFK terminal. The innovative kiosk and self-service bag drop system developed for this project have enabled the airline to process twice as many passengers within the same space.
Technology is transforming other areas of the airport as well. Amsterdam’s Schiphol is one of several airports introducing robotic baggage handling — a sign of things to come. And the widespread availability of autonomous vehicles is predicted to further improve operations by making tasks, such as snow removal, debris detection, deicing, and aircraft towing, cheaper, safer, and more environmentally friendly.
Navigating change
Accelerated cultural change is also having a significant impact on airports. The best performing airports currently get half of their total revenue from non-aeronautical sources. These include conventional and duty-free retail, vehicle rental, and food sales. But with the “Amazon-ation” of retail, this revenue model is becoming less reliable. Online retail has already begun to take a bite out of conventional retail sales at airports, and this trend shows no sign of reversing. There is no denying that customer habits are changing, and the airports that continue to thrive will be the ones that change along with them. Airports are natural distribution centers, and as more people opt to shop online, airport executives would be wise to consider ways to generate new revenue streams by partnering with online retailers.