Passengers have been embracing technology for years, relying on smartphones, tablets and other devices to stay informed and up-to-date on the day of travel. Many airports have bought in too, investing heavily in self-service technology that keeps travelers informed and improves the airport experience.
Recently, it seems airports have uncovered an important secret about improving the passenger experience. The better the experience, the more comfortable the passenger – which has a direct impact on the amount they spend whilst in the airport.
Keeping passengers well informed not only improves overall satisfaction and reduces the burden on airport customer service teams, but it also leads to passengers spending more money.
Over the next decade (2016 to 2025), digitalization in aviation, travel and tourism is expected to create up to $305 billion of value for the industry, and also migrate $100 billion of value from traditional players to new competitors, according to a recent World Economic Forum report.
It seems passengers are also increasingly more open to using digital services to get themselves – and their bags – from departures and boarding, to arrivals at their destination.