How Digital Is Transforming the Airport Industry

In this afternoon session on Monday, we were treated to a trinity of examples of the promise that digital can bring to the airport space and experience. The message was clear – whether big or small, your airport can really set itself apart, by embracing digital and other technology.

First up, Los Angles International (LAX) presented about extraordinarily visual immersive technology in place in its Tom Bradley Terminal. Even the most frequent travellers cannot help but be wowed by the artful creativity and dare we say it, surprise in evidence in the terminal. Customer satisfaction is up and the imaginative use of this immersive tech has redefined the passenger perception of LAX.

The second speaker, ACI Chair Declan Collier, outlined how his airport, London City Airport (LCY) has invested in heavily in digital technology over the past 5 years. The airport had 4.3 million well-heeled passengers last year and on Collier’s watch, it has partnered with a number of start-ups to generate more data, increase operational performance, customer service and passenger perception. The proof was in the presentation, with Collier speaking fluently with key figures on the specifics of gains in average processing time versus dwell time, some fine examples of customer service and much, much more.

The third and final speaker, Alexis Gardy from the consultancy Roland Berger, spelled out the intense competition between various players in the air transport supply chain and outlined the value of digital in the spheres of passenger journey, operational efficiency and retail & ancilliary revenues. Jacob also namechecked a number of up-and-coming start-ups and urged the audience to embrace digital, because data begets data, leading to more opportunities and a fresh wave of business angles.

Each of the three presenters had a big message in common – seize the opportunities new tech allows you – even if nobody else had done it yet.