Some 32% of LCCs have done this to date, with the remaining 68% planning to have done so by 2030. A third of LCCs said they are planning to roll out self-service within 12 months.

To date, 26% of LCCs have deployed biometric solutions at key touchpoints, while:

%

Some 72% plan to deploy this
technology by 2030

%

A total of 30% of LCCs plan to deploy
biometric technology at key
touchpoints in the next 12 months

At the same time, 64% of FSCs believe they have saved 25-50% of staff time with self-service technology at the airport, while:

%

Some 30% of FSCs have
deployed self-service technology
at key touchpoints, with the
outstanding 66% planning
to by the end of the decade

%

In terms of biometrics at key
touchpoints, 20% of FSCs have
deployed the technology at key
touchpoints to date, 72% plan
to by 2030

%

A total of 4% of FSCs plan to introduce biometric technology at the airport after 2030, while a further 4% never plan to

Have you implemented or do you plan to implement any of the following capabilities related to passenger experience and airport operations?

FSC

LCC

Biometrics at key touchpoints e.g. check-in, bag drop, boarding

76%

62%

Self-service at key touchpoints e.g. check-in, bag drop, boarding

70%

82%

Cloud-based passenger processing capabilities that allow ground agents to serve passengers (check-in, boarding, service changes) from any location inside or outside the airport terminal

70%

72%

Common communication channels for our agents, load controllers and the airport to improve operations at the ramp

64%

66%

End-to-end disruption management e.g. intelligent recommendations to re-accommodate passengers, rebuild schedules and proactively manage flight operations

58%

68%

Common understanding of cargo and baggage demand per flight to allow us to maximize revenue from our hold

58%

68%

Data insights about airport operations e.g. data on mishandled bags that can feed analytics to predict baggage mishandling

52%

74%

However, airlines pointed to several barriers to the deployment of biometrics at the airport.

What are the biggest barriers to your airline deploying biometrics for passenger services?

%

Legacy technology at airports makes it
hard for airlines to deploy biometrics

%

Maturity of biometrics technology

%

Passenger concerns with biometrics

%

Hard to prove the business case for biometrics at the airport

%

Lack of engagement from airport partners

%

Fragmented biometrics regulations

A growing number of airlines and airports are interested in deploying biometrics across the end-to-end airport passenger experience.

Offering passengers the choice to enroll for biometrics, or to use other forms of digital identity credentials, simplifies the overall experience, reduces reliance on paper documents and is a key component of delivering the modern retailing vision.”

Holger Mattig

SVP, Product Management,
Airport and Airline Operations
Amadeus

Travel Technology
Investment Trends

2024

⁰⁶Passenger experience at the airport

When the airport is considered, almost every LCC respondent to the Travel Technology Investment Trends survey indicated their airline has already, or is planning to, roll out self-service across key touchpoints, including check-in, bag drop and boarding.

To date, 26% of LCCs have deployed biometric solutions at key touchpoints, while:

%

%

At the same time, 64% of FSCs believe they have saved 25-50% of staff time with self-service technology at the airport, while:

%

%

%

Have you implemented or do you plan to implement any of the following capabilities related to passenger experience and airport operations?

76%

62%

70%

82%

70%

72%

64%

66%

58%

68%

58%

68%

52%

74%

However, airlines pointed to several barriers to the deployment of biometrics at the airport.

What are the biggest barriers to your airline deploying biometrics for passenger services?

%

%

%

%

%

%

A growing number of airlines and airports are interested in deploying biometrics across the end-to-end airport passenger experience.

Next section

⁰⁷Schedule planning and overcoming disruption

Previous section

⁰⁵Building stronger airlines
through interline
partnerships

Travel Technology Investment Trends

2024

06Passenger experience at the airport

When the airport is considered, almost every LCC respondent to the Travel Technology Investment Trends survey indicated their airline has already, or is planning to, roll out self-service across key touchpoints, including check-in, bag drop and boarding.

To date, 26% of LCCs have deployed biometric solutions at key touchpoints, while:

%

%

At the same time, 64% of FSCs believe they have saved 25-50% of staff time with self-service technology at the airport, while:

%

%

%

Have you implemented or do you plan to implement any of the following capabilities related to passenger experience and airport operations?

76%

62%

70%

82%

70%

72%

64%

66%

58%

68%

58%

68%

52%

74%

However, airlines pointed to several barriers to the deployment of biometrics at the airport.

What are the biggest barriers to your airline deploying biometrics for passenger services?

%

%

%

%

%

%

A growing number of airlines and airports are interested in deploying biometrics across the end-to-end airport passenger experience.

Next section

07Schedule planning and overcoming disruption

Previous section

05Building stronger airlines through interline partnerships

Travel Technology
Investment Trends

⁰⁶Passenger experience at the airport

⁰⁷Schedule planning and overcoming disruption

⁰⁵Building stronger airlines
through interline
partnerships