Centering the Passenger Experience

The topic of technology might bring flashy screens and sleek gadgets to mind, but the most impactful innovations are often the simplest; those that automate mundane processes. Technology should free up time for customer service staff to create a welcoming atmosphere for travelers and allow retail & food & beverage operators to customize commercial experiences. Imagine a world where check-in kiosks handle routine tasks, allowing staff to personally greet passengers with genuine smiles and personalized assistance.

Airport terminals can use data to deliver real-time insights to passengers, like flight status and delay predictions — even something like how long it will take to get to their gate. It can also be used to deliver personalized communications to passengers, like location-based recommendations and targeted retail offers.

As we continue to refine that experience, data can help reach travelers at every step of the journey – even before they set foot in the airport facility itself. For example, guests can order luxury items from the duty-free shops from home, to be picked up when they arrive. They can be connected with transportation and lodging the minute they step off the plane. And we can’t do that without data about their preferences, habits, and long-term travel plans.

Nothing is too simple to be reimagined through data — even trash. The extremely high volume of travelers passing through airports complicates the waste management process. But data can make the process more efficient and enable terminals to achieve their sustainability goals. LaGuardia Gateway Partners, manager of LaGuardia Terminal B, introduced six “Oscar” AI-powered waste bins equipped with cameras, TV screens, and AI software that recognizes items and tells people how to sort their waste. Oscar offers insights into waste management performance, sending alerts when bins need to be serviced, which can significantly improve staffing efficiencies by streamlining janitorial schedules. And over time, the AI-powered bins learn to recognize what makes up the terminal’s waste, insights that can drive further operational decisions.

Leveling Up Through Partnerships

To enhance the customer journey, strong partnerships can be a cost effective and efficient way to introduce new and unique innovations to terminals, rather than developing new solutions. This includes state-of-the-art point-of-sale systems that guarantee variety, rapidity, and elevated service standards; seamless contactless payment methods across the terminal; and the application of Radio Frequency Identification (RFID) and near-field communication technologies. For a bustling airport like Chicago’s Midway International Airport  — which sees 22 million passengers pass through annually — an exciting partnership emerged with Hudson Nonstop, a checkout-free store powered by Amazon’s Just Walk Out technology. Travelers walk in, pick up their travel essentials, and leave without waiting in line. Their credit cards are seamlessly charged, and they exit with a sense of ease.

Empowering Passengers with Real-Time Insights

LaGuardia Terminal B leverages real-time data on the passenger-facing side. Flight information systems display security lane wait times, walking distances to gates, baggage delivery estimates, and even local weather conditions at destinations. With access to this information, passengers are empowered to navigate the terminal with confidence, knowing exactly what to expect. Keeping passengers informed makes them feel in control, and generally leads to a more pleasant experience.

This knowledge can also help passengers plan their retail experiences in the terminal and can drive foot traffic and revenue for concession partners. For example, if I know my gate is a six-minute walk, and the estimated wait time at the coffee bar is three minutes, will I have time to caffeinate before my flight? It’s all helping to meet rising customer expectations for both information and services on-demand, at their convenience.

Technology-Forward Terminal

At the new JFK Terminal 6, under development now, technology won’t be an add-on; it’s foundational. A digital-first approach will permeate check-in, security, and arrivals. Contactless and biometric technologies will weave seamlessly into every step of the passenger journey — including biometric boarding gates that recognize passengers with a nod and self-check-in kiosks that effortlessly guide travelers. The new terminal will be powered by an enterprise service bus that houses vast amounts of data, acting as the central hub where information flows, connecting disparate systems, and ensuring a harmonious symphony of services. “We want to streamline processes, but we don’t want to lose that personal customer perspective,” said D’Angelo. “How we balance that, I think that’s the challenge.” Technologies like biometrics are redefining the airport experience, making processes more convenient and frictionless, and ultimately reducing the stress of travel for passengers. At Vantage airports, technology improvements are developed not for tech’s sake, but to reduce friction and allow the human components of the airport experience to shine.