Digital passengers: A great divide or emerging opportunity?

Abstract

This paper explores the digital divide across the human race and how this influences air travel and passenger expectations in today’s world. Diving into the differences and commonalities between travellers from the pre-digital age and those of the post-digital world, the paper discusses how airports can embrace new technologies. It is important that airports consider the passenger needs from a digital perspective as these will continue to heavily influence the demand for services, the type of technologies that can be implemented and the rate of adoption. Passenger numbers are rising, putting a strain on resources, but technology can help support staff to provide great service. The paper looks at how artificial intelligence (AI), blockchain and autonomous machines can supplement the human touch while meeting the disparate needs of the various generations. Key to success is embracing digital transformation to meet the needs of all travellers. New technologies offer airports the ability to provide choice. These same technologies can help airports to better serve and understand passengers as well as provide data on customers’ preferences and patterns that was not previously accessible. Airports can also use technology to help create ‘a sense of place’. The paper outlines innovative and creative ideas that are in place in leading airports and some that other industries are exploring. It concludes that the best way for airports to reduce disruption and simplify all travellers’ journeys is through a proactive and strategic digital transformation plan, incorporating predictive analytics and intelligent technologies throughout their operations. This will also enable airports to know their passengers’ preferences and personalise communications. These actions will allow travellers from the pre-digital generation to make the most of technology to enjoy their trips. At the same time, this will provide the post-digital generation with the opportunity to challenge and push the industry to embrace new technologies.