Seamless passenger experience takes centre stage 

Passenger expectations for seamless and personalised travel experiences have evolved and with the help of latest tech solutions, those expectations are soon becoming realities.

Similar to every other business, this sector, too, is in the process of undergoing significant technological transformation to meet the changing needs of passengers, airlines, and supporting businesses. These trends are not only revolutionising airport operations but also setting newer benchmarks for the future of air travel. 

According to the report by the Oliver Wyman Forum, Evolution of Airports – Travel Trends in the Next 30 Years, advances in biometrics, artificial intelligence (AI) and machine learning (ML), 3D printing, and automation will disrupt traditional airport operating models and transform the customer experience while also enhancing efficiency. 

Progressively more travellers are embracing digitisation, with 45% of air travel passengers saying they are ready to drop paper passports for digital identities, the report stated.

Technological advancements

Our human resources will be mobilised to manage and humanise exceptions, while artificial intelligence and other technologies will be leveraged to automate predictable procedures. Future airports will need to completely embrace innovation and digitisation in both cargo and passenger operations in order to accommodate this transformation.

This change is already underway, in the form of biometrics which has great potential to create a safer, more seamless, and contactless passenger experience. 

“Making the passenger journey frictionless and improving operational efficiency leading to reduced queue waiting times and processing times. Improving security and reducing the hassles of ID and document checks for passengers and travel enablers at the airport. Making the journey stress-free for passengers and bringing a smile to their faces,” said Suresh Khadakbhavi, CEO, Digi Yatra Foundation. 

Digi Yatra, an industry-led digital initiative coordinated by the Ministry of Civil Aviation in India, is a biometric-based smartphone application for airport entry which utilises facial recognition to verify passenger identities at various checkpoints, such as check-in, security, and boarding gates, without the need for physical documents.

At present, DigiYatra’s facility is available at 13 airports. It is expected that this facility will be introduced to 14 additional airports, helping airports to streamline their operations and making travelling hassle-free for passengers. The new locations include Chennai, Bhubaneswar, Coimbatore, Dabolim, Mopa Goa, Indore, Bagdogra, Chandigarh, Ranchi, Nagpur, Patna, Raipur, Srinagar, and Visakhapatnam.

This innovative facility will soon be made available to international passengers visiting India, offering a smoother and more efficient airport experience.

“Airports across India are dedicated to making the Digi Yatra journey successful. Airports across India have invested in the infrastructure to enable a seamless, hassle-free and health-risk-free journey,” Khadakbhavi added. 

According to Khadakbhavi, airports can benefit from seamless technology by enhancing efficiency, superlative customer experience, and speeding up passenger processing with shorter queues and lesser wait time. These lead to sustainable innovation as passenger traffic across India continues to grow at a phenomenal rate. 

Dubai International Airport, too, has implemented smart gates and biometric facial recognition to speed passengers through check-in, boarding and immigration by linking people’s retina scans to their passports. 

The system also enables them to screen carry-on baggage without having travellers remove devices. These technologies require increased cyber security, but nearly two-thirds of passengers are willing to share biometrics for an easier travel experience.

Elevating in-flight passenger experience

The benefits of enhanced technological solutions are not just limited to airport operations, but also aid in meeting passenger expectations as travellers seek seamless and personalised travel experiences.

One prime example is Panasonic Avionics’ Astrova solution, which is revolutionising seatback in-flight entertainment (IFE) by incorporating the latest innovations in technology. 

“Committing to the latest and most cutting-edge technological innovations enables airlines to ensure that their passengers can enjoy a superior, connected, and comfortable experience while onboard,” John Wade, Vice President, Connectivity Business Unit at Panasonic Avionics. 

Astrova typifies how technological innovation can translate into features passengers want to use. For instance, it offers up to 100 W of direct current power via USB-C at each seat, allowing passengers to fast charge their phones, tablets and laptops throughout the entire flight. 

Astrova also enhances passenger engagement through industry-leading 4K HDR OLED screens and high-fidelity BluetoothTM audio, creating an immersive and elevated in-flight experience for passengers.

With growing demand for digitalising travel experiences for passengers, in-flight entertainment and connectivity has also seen drastic improvements.

“I believe that airlines must offer some degree of reliable, high-speed connectivity to attract passengers as it will soon become a ubiquitous expectation. One of the ways Panasonic Avionics is enhancing connectivity for the world’s airlines is through the creation of a multi-orbit network of high-bandwidth GEO and LEO satellites, to ensure robust, high-speed connectivity,” Wade said.

The introduction of LEO-based connectivity services is still in its early stages, but the low latency it delivers will be a game changer. The potential for future passenger use of in-flight connectivity is enormous.

Airlines benefit from improved in-flight services

Imagine stepping onto an aircraft where your devices automatically authenticate and connect to onboard wireless access points, ensuring high-speed, low-latency performance, and a seamless connectivity experience throughout the entire flight.

“Our Astrova solution allows airlines to continuously update their cabin equipment with the latest technology without switching to a new system, reducing total cost of ownership,” Wade points out.

Astrova’s modular design ensures that airlines can keep up with consumer technology trends, preventing the installation of outdated systems and ensuring passengers always enjoy the latest technology and experiences they’re accustomed to on the ground. More generally, refined technological solutions offer airlines and their passengers a host of new opportunities. By embracing IFE as a crucial digital channel, airlines can forge deeper connections with passengers through creating bespoke experiences, tailored to their unique style.

“Panasonic Avionics’ three principle building blocks, in-flight systems, in-flight connectivity, and digital solutions, enable airlines to deliver tailored, data-driven experiences that enhance customer satisfaction and optimise resources, securing their future in the industry,” Wade added.

The company also offers digital solutions such as the Arc™ 3D in-flight map to keep passengers updated on their journey’s progress, while Marketplace offers services ranging from pre-planned food and beverage options to duty-free purchases and special offers. Modular Interactive allows airlines to personalise the seatback experience in real time, offering loyalty schemes, flight themes, and promotional offers.

Overall, the integration of continuously evolving technology and personalised services allows airlines to create the best possible travel experience for their passengers, while also proving strategically advantageous for themselves.

“This win-win scenario highlights the transformative impact of technological innovation in boosting in-flight services and how airlines can reap the benefits. As an industry, we are on the brink of seeing transformative technologies which will positively impact the in-flight passenger experience. Innovations such as electronically steered antennas promise heightened connectivity and faster connection speeds.”

“I am really excited about the future of our industry and confident that we are well positioned to surpass passenger and airline expectations in the years ahead,” Wade signed off.

Written by Shweta Nair | Image Credit: Faheem PK