Many airports are installing common-use and self-service solutions for faster passenger processing and reduced wait times. They think these upgrades are enough to improve passenger satisfaction. Shorter lines and less wait times mean happier passengers, right? Not necessarily. These options are not enough if left on their own. Innovative airports recognize this gap and are looking at the services that they can provide--less from an operational perspective, and more from an emotional one--and offering a menu of options that give passengers the freedom to make their own choices for their journey.
The smartphone is the essential tool that makes this all happen. Today, 76% of all passengers carry a smartphone - a jump from just 28% in 2010. In a recent SITA survey, 90% of passengers said that smartphone technology has drastically improved the travel experience. As a result, 95% of airports are currently investing in mobile apps that empower their passengers.
Aeroports de Montreal (YUL) is one of these airports. During a session at Passenger Terminal Expo (#PTE2014) this week, Antoine Rostworowski, director, industry relations, gave great examples of the menu of options that YUL is providing their passengers before, during, and after arrival at the airport.
For example, they are now offering web and mobile services that provide their passengers with security wait-time information, and based on that information; allow them to fast-track themselves by scheduling a specific time for security screening. This, in turn, frees up more of the passenger’s time - time that can be spent shopping or dining in the airport. The airport can entice them to shop or dine at specific stores by sending personalized coupons to the passenger's mobile device based on their location in the airport. In this situation, everyone wins.
To learn more about how to connect with passengers along their journey, visit NCR at Passenger Terminal Expo booth #1636 in Barcelona from March 25 to 27. Click here to find out more about transforming the traveler experience at home, en route and at the airport.