Air passengers constantly need to be reassured

Getting round the airport can be an intimidating experience for passengers. Today, technology, innovation and determination of all airports stakeholders must make this experience smooth and pleasant for all.

June 08th 2017

Passagers dans un aéroport

Border crossings.

Queues and delays.

Lost luggage.

Having to deal with the time-saving “self-boarding” process or “biometric-enabled single passenger tokens” on their own.

Not to mention aviation safety and security risks, etc.

Getting round the airport can be an intimidating experience for passengers.

The extent to which passenger reassurance is provided should be a key criteria for measuring the quality of an airport’s services.
However, this is currently insufficiently provided by airports, let alone by airlines or customs authorities. Without dwelling too much on the saying “you can't improve what you can't measure”, now is the time to act by applying a successful combination of technology and “the human touch”.

As well as being able to measure in order to improve, technology should also provide passengers with information that reassures them.

  • For instance, they could be sent confirmation that their luggage has been loaded onto the aircraft prior to take-off,
  • they could be informed of waiting times in real time at the different points of transition within the airport – that won’t happen until security checkpoints and border police finally start working together.
  • they could be given a guide to help them find their way around the airport with clear tutorials built into self-boarding devices, operated jointly by the different airlines...
  • They could also refer to remote displays which are not limited to "frugal" flight lists but which are consistent with the whole approach of guiding and supporting passengers....

These days, everything is possible. All that’s needed is a hint of innovation and a good deal of determination to work together on the part of the airport, the airlines and the customs authorities.


After that, any remaining peace of mind for passengers must be cultivated by providing them with high-quality support. The current trend at the moment is to provide a high level of customized products and services, tailored to customer requirements. That also applies to passenger services at airports. Business class passengers used to traveling with hand luggage only and who are in a hurry while at the same time being very well-informed, do not expect to be offered trivialized support designed to pander to larger numbers of passengers.

Families or passengers with reduced mobility have very specific requirements as they make their way round the airport.  

Out of all the stakeholders involved in the air travel chain, it is the passenger – regardless of status – that should be aware of the same concern for quality and for a well-managed airport. 

Taking the example of e-Gates or kiosks, each type of automation technology at different points of transition should be thought of as an opportunity to provide better guidance for passengers, enabling the teams supporting them to give greater attention to those passengers that need it the most.

The news tells us that manufacturing companies are starting to tackle the switch to digital 4.0. It's up to airports to keep up with them, by means of efficient and reassuring digital technology together with “the human touch”.