As aviation continues its recovery, we’re seeing a noticeable shift in mindset among senior airport leaders. In general, airports are moving from a ‘firefighting’ stance adopted during the pandemic and the subsequent recovery, to now focus on both short- and medium-term priorities. 

The operating environment has been challenging and airports are now stepping back to reflect on the experience of the past few years to ask how they can strengthen their operations. Now, more than ever before, passengers value a smooth, predictable and hassle-free journey through the airport. 

As airlines continue with their own plans to become ‘modern retailers’ we are seeing an even greater focus on the airport as the key step in the journey where the service is ‘delivered’. That’s why there is a desire among airlines for the airport experience to be more automated, more connected and ultimately, more traveler-centric.

Here airport and airline objectives to improve the passenger experience, deliver more efficient operations and tackle persistent challenges like disruption are very closely aligned. As this study demonstrates, airport leaders are making significant investments to address these challenges. 

At Amadeus, we advocate for a collaborative approach that brings stakeholders at the airport together to deliver more complete operating models. We believe this collaborative approach is also the key to delivering for our ultimate shared customer, the traveler.

The results of this study are particularly encouraging given airport leaders told us they recognize the role technology can play to enable such collaboration.

Whether it is better information sharing between airlines and airports or new platform technology at the Airport Operational Control Centre, the industry is already taking steps to deliver this collaborative future.

For me personally, one of the most interesting findings was the high number of airport leaders that plan to implement ‘lightweight’ passenger processing over the coming years. This trend sees physical infrastructure for check-in, bag-drop and boarding fade into the background as more travelers choose to use their mobile device, equipped with digital identity credentials, to move through the terminal.

A recent IATA pilot with British Airways, and supported by partners including Amadeus, is referenced in this report. It shows the potential of more connected and joined-up journeys, drawing on digital identity, document pre-checks and the convenience offered with end-to-end biometrics across airport service points. 

I hope this report provides a useful benchmark for technology investment across the airport sector so readers can understand the priorities and challenges they share with peers across the world. If your organization is seeking to try new ideas and apply technology to transform the airport experience, I encourage you to discuss this further with us here at Amadeus.