Indian airports leverage technology to build smart terminals, passenger experience

As the Indian aviation industry embraces the latest digital technologies and innovations, the connected aviation ecosystem has taken a centre stage to enhance operational efficiency, safety, and passenger experiences. 

Today, varied technologies, including artificial intelligence (AI), the Internet of Things (IoT), and advanced data analytics, contribute largely to creating a more robust aviation ecosystem, helping India build airports of tomorrow.

During a round table discussion, hosted by Inter Passenger Terminal Show (IPTS), in Delhi on September 27, tech leaders from the Indian aviation sector gathered to hold talks on Building the Smart Terminal: Technology Integration, Automation & Innovation, moderated by Jodhbir Sachdeva, Associate Partner, Business Consulting—Aviation and Transport at KPMG India.

Sachdeva highlighted India’s potential to create a tech stack that can enhance end to end operations for all stakeholders in the country’s aviation sector.

The discussions focused on key challenges and strategies to drive airport operations and improve passenger experiences, including how technology impacts airport operations and why collaboration between airlines and airport operators is vital to elevate passenger experiences. 

The speaking panel included Vinay Ramprasad, Chief Technology Officer of WAISL; Saurabh Gupta, Co-Founder of Verismart AI; Selvam K, Vice President, Solutions Engagement & ICT Projects at Bangalore International Airport Ltd; Gagan Kohli, Deputy General Manager at Tata Communications; Vivek Anand, Senior Advisor, Customer Experience & Ground Operations at CAPA India; Prasanna Subramaniam, Chief Technology Officer at Fly91; Vikram Falodiya, Head – Terminal Operations at Navi Mumbai International Airport; and Santosh Pothapragada, Deputy General Manager, Airport Entrance Solutions Control at Gunnebo Entrance Control.

Technology’s impact on airport operations 

Opening the discussion, Vinay shared his vision of smart airports by highlighting WAISL’s efforts in solving day to day challenges within the industry. 

The airport consulting expert has explored into the digital twin technology and other cutting-edge advancements which has culminated in their latest offering – the Airport Digital Solution (ADS), powered by a locational intelligence and situational awareness platform.

Digital twins is a virtual portrayal of an object or system, encompassing its entire lifecycle, which is continuously updated using real-time data. It is a combination of machine learning, reasoning and simulation all working together to facilitate the decision-making processes.

ADS empowers airport operators with data-driven insights, ushering in the era of total airport management. This solution integrates critical airport operations into a unified control centre, driven by a digital twin-powered Command and Control Centre. 

It seamlessly incorporates new technologies like AI, IoT, video cloud, big data, and an integrated communication platform (ICP) to elevate passenger satisfaction and optimise the efficiency of airport operations centres (APOC). 

Resolving key issues

In order to address key challenges faced by modern-day airports, which include capacity constraints, shortage of resources and operational obstacles, it has become imperative to opt for a smart airport approach. This means, airports have to leverage advanced technologies such as AI, IoT, and data analytics. The end goal of a smart airport is to create a more sustainable, passenger-centric, and profitable ecosystem. 

Utilising these tools will not only allow airports to optimise resource allocation, but also improve forecasting accuracy, thereby enhancing passenger experiences. 

Mundane tasks can be automated through smart terminals, reducing the need to employ manual labour, resulting in a more streamlined process. Moreover, data driven decisions enable airports to address issues, minimise disruptions and curb operational inefficiencies. 

While sharing the key challenges faced by Bangalore International Airport Limited, Selvam K pointed out that the rollout of the Digi Yatra initiative has been instrumental in easing passenger traffic and improving the flow of passengers at airports. Selvam emphasised the pressing need for enhanced biometric and non-biometric systems at airports. 

Despite the push for biometric adoption, challenges persist, particularly in integrating these technologies seamlessly into existing airport operations. Flexibility in operations, allowing for dynamic adjustments based on passenger load and security requirements is the need of the hour.

Another solution presented during the talk was the deployment of Digi Buddies, a trained personnel tasked with assisting passengers through the onboarding process, underscoring the importance of human interaction in an increasingly digital environment.

However, the concept of a smart airport often precedes the development of a truly smart city. While airports can implement advanced technologies and infrastructure, their effectiveness is limited by the broader urban environment, according to Vikram Falodiya.  

In many cases, cities lack the necessary infrastructure, such as efficient transportation systems, to fully realise the potential of smart airport initiatives. This often leads to a situation where airports are playing catch-up, trying to implement solutions that are not fully integrated with the surrounding urban context.

To truly harness the benefits of a smart airport, cities must invest in comprehensive urban development that includes robust infrastructure, connectivity, and data-driven governance.

Collaboration between airlines and airport operators 

In a traditional approach, airport infrastructure and data sharing hinder collaboration, leaving no room for innovation. To overcome such barriers, the aerospace industry has moved to embrace modern technologies such as cloud computing and application programming interfaces (API). 

This has helped foster a greater ability for modern technologies to work in sync with other systems, creating a more customer-centric approach. Airlines, too, can enhance passenger satisfaction, improve overall operational efficiency by breaking down silos and opening clear channels of communication. 

“The airline industry faces significant challenges in providing seamless customer experiences due to siloed ecosystems and legacy systems,” said Prasanna Subramaniam sharing his struggle with integrating disparate systems for distribution, operations, and network connectivity, leading to inefficiencies and increased costs. 

“With fly 91, we do not want to get into the legacy way of doing things because of which we have not taken a lot of legacy systems, everything has to be digital native. So, whatever we do in our platform, everything is open API, microservices, plug-and-play model. So that’s the kind of a platform that we are building,” Subramaniam added.

A potential solution that Fly91 developed is middleware platforms that can integrate various systems and data sources, providing a more unified approach to airport operations. Such platforms can help reduce complexity and improve efficiency for both airlines and airports. Additionally, fostering open collaboration and data sharing amongst industry stakeholders can further drive innovation and enhance the overall passenger experience.

Elevating passenger experiences 

The terminals in the airports of today serve as more than just waiting areas; they are a hub for connected experiences facilitated by a robust network. Business executives working in lounges enjoy uninterrupted streaming, while employees provide real-time flight updates, and security personnel maintain safety during check-in—all reliant on high-bandwidth telecom networks. 

“To ensure seamless connectivity for assets, goods, staff, and passengers within their ecosystem, airport operators must modernise their telecommunications infrastructure efficiently,” said Gagan Kohli.

The digitalisation of airports and the push for smart terminals necessitate faster connectivity, particularly through touchless biometric systems like DigiYatra. High-speed internet with low latency and stringent service level agreements (SLAs) are essential to optimise airport operations and boost the passenger experience from check-in to boarding. 

Additionally, airports must support high-speed mobile connectivity to accommodate the growing demands for data and bandwidth. Use cases for private 5G and Wi-Fi networks can include location-based services, asset management, digital advertising, and IoT applications. 

Furthermore, developing aerocity hubs around airports attract business travellers and global corporations, making efficient telecom infrastructure imperative for their operations.

Vivek Anand from CAPA India touched upon the evolution of airport technology into perspective, highlighting the challenges of integrating new systems within complex ecosystems. While technology can be a powerful enabler, its adoption often faces resistance from stakeholders with differing priorities and perspectives. 

The solution lies in the problem – understanding the needs of all stakeholders, including passengers, airlines, and airport operators, and leveraging technology effectively, airports can create a more seamless and efficient travel experience.

Mark Your Calendar

Inter Passenger Terminal Show (IPTS) 2025 will be held on June 11 and 12 in Mumbai. The show will bring together industry experts, technology providers, and airport authorities to explore the latest innovations shaping the future of smart airports.