Amadeus sets out how airports can improve experience for passengers and airlines

Amadeus sets out how airports can improve experience for passengers and airlines

The digital transformation of processes, well executed data analytics and insight sharing can allow airports to differentiate their offer to airline passengers, an Amadeus-commissioned study claims.

Airports can support airlines to deliver on their commitment to travellers by using modern technology to deliver an improved experience through smoother passenger processing and enhanced baggage reconciliation.

At the same time, the power of the cloud can improve how airports do business with airlines, delivering greater operational efficiency, flexibility and agility.

The report by specialist consultancy Frost & Sullivan presents a set of recommendations for airports, including:

• Make IT a strategic driver of value for airlines in key areas such as passenger experience
• Harness the potential of technology to secure competitive differentiation by improving operational efficiency.
• Focus on the needs of the passenger as the ultimate (and shared) customer to identify areas for improvement for all stakeholders.
• Use technology to enable new revenue streams and process innovation
• Support airlines and increase airline satisfaction by using technology to increase agility, and remove complexity, in the airport environment.

Eighteen senior executives from airports, airlines and industry experts were interviewed for the report, in addition to dialogue with 50 airports.

Amadeus head of airport IT John Jarrell said: “Without a doubt, route economics is fundamental to airlines when selecting airports. By incorporating IT into its value proposition, an airport can strengthen its positioning and points of differentiation in both the passenger experience and operational efficiency.

“Cost savings for customers may emerge as well as enhanced business models, which will strengthen the relationship between airports, airlines, other tenants and passengers.

“In the face of growing competition, IT spend at airports is increasing and fast becoming a strategic priority but, as this report demonstrates, airports could be moving faster.”

Alexander Michael, Frost & Sullivan director of consulting, digital transformation, said: “In the airport environment there are multiple stakeholders including airlines, ground handlers and passengers, often with differing needs and objectives.

“This is why one of the key findings of the report was to focus on the passenger as the ultimate customer, as this creates a shared incentive for greater collaboration and co-operation, shared KPIs between airlines and airports and a much better understanding of how airport stakeholders can positively affect each other’s business.”

Access the report here

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