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How does the world's largest airport which serves 70+ million passengers a year build a thriving flyer community, transform the flying experience and deliver to the best of Global Lifestyle needs?

Category : Travel & Hospitality


Right from finding your flight bay in time, to basic needs such as food and facilities, serving 70 mn flyers is a challenge in itself. How can digital help, while transforming the fundamental traveller journey, offer relevant propositions at the point of need and incentivise flyers at the same time? 


Deep ethnographic user research has been crucial for airport to understand and meet passenger goals and needs assertively. Airport has to greatly enhanced the passenger experience with a variety of digital transformation initiatives. By providing passengers with the right information at the right time, such as through digital signage and mobile apps, airport has to reduce frustration and improved overall satisfaction. Clear and intuitive navigation, including way finding signage and easy-to-understand maps, has also helped passengers move through the airport with ease.

To truly improve the passenger experience, airport must personalise moments of truth, engage in contextual conversations with passengers, and prioritize augmentated + intelligent experiences. By understanding passenger goals and needs, airport has tailored their digital transformation efforts to better meet these needs. This has included providing personalized recommendations, offering targeted promotions, or addressing common pain points in the passenger experience assertively.


With a Customer first, Digital-only approach, the solution is built around an AR and Edge Computing driven central user navigation journey. This enriches the physical airport navigation experience with a Digital Assistant that assists with real-time insights and suggestions.  A AR driven guided arrival and departure process offers real-time navigation, making movement within the airport seamless and efficient, thereby reducing onboarding and deboarding time by 16%. Additionally, a preference and history based digital food and shopping assistant allows you to quickly order your favorites at your chosen location, contributing to business revenue growth. A smart parking solution streamlines the parking process, ensuring travelers find parking spaces effortlessly, reducing friction and increasing revenue by 15%.

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