Using AI to create efficient andseamless airport experiences

For those who work in the world of Airports and Airlines, the passenger experience is a key measure of efficiency and quality across your operations and output. But at a time when the capabilities of Artificial Intelligence are rapidly expanding, we are also presented with numerous opportunities to improve that experience and lessen the labour burden across our teams. 

When it comes to the overarching passenger journey, many Airports are striving for a ‘frictionless’ experience – and we know that this is what matters to travellers. Recent findings from the 2023 Global Passenger Survey showed that 74% of passengers, if travelling with only a carry on bag, wanted to reach Departures within 30 minutes of entering the Airport. The findings also showed that 75% of passengers would prefer to use Biometric Data (technology like facial recognition) over Passports and Boarding Passes if it was proven to make the process easier and faster.

We had a look at some examples from Airports and Airlines across the globe, to showcase the effectiveness of AI across various aspects of operations. 

Melbourne International Airport – Using data insights to predict and prevent issues

In other articles, we’ve spoken at length about the power of data within Airports, when various systems speak to each other. And Melbourne International is another terrific example of this. 

The airport has been at the forefront of innovation by leveraging Microsoft Fabric for data analytics and reporting. Put simply, this AI-driven platform collects data from various sources, and a trained team use the data to collect insights and predictions into passenger behaviour, which are then passed on to different Business Units so that operations may be amended in line with the change in requirements. 

A great example of the system at work, is during Taylor Swift’s Melbourne and Sydney gigs of the Eras Tour. Whilst it was clear that a sizeable increase in passenger numbers was due, the system also showed less obvious, but drastic changes to ground transport business like car rental and parking. By comparing two data sets which ordinarily wouldn’t be brought together, various internal teams were able to deploy resources more efficiently, and crucially, in a way that improves the Airport journey, for the customer. 

In short - Microsoft Fabric has facilitated data-driven decision-making at the airport. By analysing huge amounts of data in real-time, airport management can identify patterns, trends, and potential bottlenecks, allowing for proactive interventions to enhance Airport efficiency, passenger experience, and maintain the infrastructure of the airport. 

Abu Dhabi Airport – AI taking the airport closer to frictionless travel

With Airport officials stating that passengers can now get ‘from kerb to gate in 12 minutes’ – Abu Dhabi Airport is a prime example of using AI, alongside cutting-edge technologies, to improve the numerous, onerous tasks most commonly associated with Air Travel. The result? An efficient and hassle-free process for the millions of travellers moving through Abu Dhabi. 

The airport has leveraged AI-driven biometric solutions, to revolutionise its passenger verification and authentication procedures. Passengers can now navigate through the checkpoints (which include check-in, security, and boarding) with minimal manual intervention, significantly reducing waiting times and enhancing the passenger experience. Self-service baggage drop-off takes 30 seconds, procedures associated with clearing immigration take 10 seconds, and boarding your flight at the gate takes 3 seconds. What’s more, the biometrics technology operates with such accuracy that it actually enhances the airport’s security measures.

Similar biometric technology is rumoured to be rolled out across Border Control within UK Airports, later this year. 

Whilst the technology has been used to improve touchpoints associated with key flight operations at Abu Dhabi Airport to date, next year these touchpoints will be expanded to include retail units and airport lounges – creating even more convenience for the customer.

Schiphol Airport – Harnessing AI to curate a customised passenger experience

Schiphol Airport has revolutionised its passenger experience by implementing a new Passenger Experience Platform which itself is powered by AI. This platform encompasses numerous digital solutions aimed at enhancing every stage of the passenger journey, from pre-arrival planning to airport shopping and post-flight activities.

One key aspect of the Platform is a personalised approach to engaging with Passengers. By leveraging AI algorithms, Schiphol Airport tailors its services and information based on individual preferences and travel patterns, creating a customised travel experience for each passenger. From a practical perspective, this might look like flight info delivered direct to their device, discount vouchers for relevant stores, and interactive customer service components which are proven to improve the overall experience for customers using self-serve products within the airport. 

The insights and data collected by the platform then give airport teams real-time data and analytics, which informs improvements across the wider operation. 

The Platform has been such a success, Schiphol has now made the product available to other Airports across the world.

Singapore Changi Airport – Transforming time-consuming baggage screening with AI

One of the biggest frictions encountered in many Airports is Security and the ever-necessary Baggage Screening. In Singapore, tests are underway to measure the efficacy and efficiency of AI, in transforming these operations. And the preliminary rounds of testing have shown that, as well as increasing the speed of the operation, that AI is performing as well as, if not better than, humans. 

But whilst it looks as though this is a viable option for improving that part of the passenger journey, testing needs to be rigorous, to ensure the safety of travellers. 

The AI-powered system is, at present, being used for checked-in baggage only. With the aim of it reducing the workloads of screening agents across the airport in the not-so-distant future. Not only is the technology able to analyse X-Ray images quickly, but it also leverages machine-learning to identify suspicious objects with higher precision, which should in time reduce the need for manual inspections. 

Eindhoven Airport – Using AI to improve the efficiency of Aircraft turnarounds

Many airlines who offer low-cost flights rely on short turnaround times to maximise profit. And Eindhoven Airport, through another technology designed by teams Schiphol, are using AI to improve their flight turnaround times. 

Four Aircraft stands have been equipped with cameras which use AI technology to recognise key actions within the turnaround process, giving an accurate prediction of when the aircraft will be ready. For example, the cameras can recognise when customers have disembarked, baggage offloaded, catering refreshed, and the plane refuelled. This real-time information allows teams on the ground, responsible for disembarking passengers and preparing future passengers for boarding, to do so in a time-efficient way. 

The technology learns as time goes on, meaning that it comes to understand how long each stage of the process should take, and how that stage interacts with other parts of the turnaround process. Meaning that as it works, its predictions become increasingly accurate. 

A question of adaptability 

The above series of cases show that much of the technology we need to improve operations and the passenger experience already exists – or is at least in development. In fact, airports like Schiphol are making these technologies available to others, to improve the sector overall. 

With travellers continually prioritising the speed and efficiency of the passenger journey, there is no time to waste when it comes to improving operations. And by doing so, we not only improve customer-facing service, but also tackle efficiency across internal business units, become more appealing to commercial partners, and tackle issues like ongoing staff shortages in the industry. 

Technology that harnesses AI presents various opportunities to be at the forefront of innovation, but the time will soon come when its use becomes the norm for Airports across the world. To find out about how Lion & Gazelle can help you source, assess, and implement such technologies to benefit your overall operation and output, get in touch with our specialist team at info@lionandgazelle.co.uk.