Emerging technologies are sprawling over the aviation sector making travel seamless, convenient, automated, and personalized. Airports and airlines are adopting technologies that simplify the passengers’ travel experience by digitalizing baggage and boarding processes, making wayfinding in busy airports efficient, and making check-ins more rapid, among many others. Digitalization is not only helping to deliver greater customer satisfaction, but also minimizing costs, increasing revenue, and improving efficiency – for instance, within six months of chatbot usage, Aeromexcio was able to reduce average customer service resolution time via chat to two minutes from 16 minutes.
Some of the key technologies to flourish in aviation in 2018 include biometrics, artificial intelligence-powered chatbots, robotics, and Internet of Things. With emerging technologies set to redefine the travel experience, it is essential that the airports and airlines take action now to ascertain they are well-placed to tap the opportunity.
Note: Mexico-based airline:Volaris; Germany-based airline:Lufthansa; Netherlands-based airline:KLM; UK-based airline:Virgin Atlantic; USA-based airlines:Delta, JetBlue; Taiwan-based airline:EVA Air; New Zealand-based airline:Air New Zealand