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Gohringer, C. (2015). “Application of face recognition in airports”. Biom. Technol. pp.5-9.

Hyun-Joo Lee & Jewon Lyu. (2019). "Exploring factors which motivate older consumers self-service technologies (SSTs) adoption". The International Review of Retail, Distribution and Consumer Research, 29:2, 218-239.

IATA (2021). Global Passenger Survey Highlights. [Online] Available at: https://www.iata.org/en/publications/store/global-passenger-survey/  [Accessed: 25/04/2022].

IDEMIA (2015) Fast and Seamless Travel at Changi by Idemia. [Online] Available at: https://www.youtube.com/watch?time_continue=1&v=KSLdkIwt6M4&feature=emb_title[Accessed: 25/04/2022].

Kamarudin (2017) citied by Taufik, N., Hanafish, M.H. (2019) "Airport passengers adoption behaviour towards self check-in Kiosk Services: the role of perceived ease of use, perceived usefulness and need for human interaction". Science Direct/Heliyon, Vol 5, Issue 12.

Tampa International Airport (2018) TPA innovates with new remote bag check. [Online] Available at: https://www.tampaairport.com/tpa-innovates-new-remote-bag-check [Accessed: 25/04/2022].

Technical Review (2020). Abu Dhabi Airports introduces touchless elevator technology. [Online] Available at: https://www.technicalreviewmiddleeast.com/hse/abu-dhabi-airports-introduces-touchless-elevator-technology [Accessed: 25/04/2022].

Wattanacharoensil, W., Schuckert, M., Graham, A., Dean, A. (2017). An Airport Experience Framework from an Air Traveller Perspective. Journal of Hospitality and Tourism Management 32. pp. 124-135.

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Processing Activities to reduce Queuing and in turn relieving passenger anxiety with examples

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Processing Activities to reduce Queuing and in turn relieving passenger anxiety with examples

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This study, by combining the perspectives of sociological, psychological, and service marketing/management, all of which affect the passenger experience, proposes a theoretical framework for the creation of the airport experience in correlation to an air traveller.

The airport experience has emerged as an important concept for an airports performance. This is due to the growing understanding that the airport experience can increase passenger satisfaction and potential of future visits, enhance travel, increase non-aeronautical revenue, and improve an airports competitive position.

From a psychological perspective, it is important to understand the crucial elements involved in creating a positive passenger airport experience. One main component related to this psychological dimension involves reducing airport anxiety and stress levels to to speed up airport processes. "Airports which provide good airport experiences are those effectively accommodating and alleviating passenger anxiety through different approaches such as Seamless Journey". (Wattanacharoensil et al, 2016).

With the aim of having a Seamless Journey, by reducing anxiety and stress for a psychological benefit to increase a positive passenger airport experience, this strategy will explain how the said aim can be achieved.

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Abu Dhabi Airports has teamed up with Meta Touch, a pioneering UAE business, to install touchless technology in 53 elevators at Abu Dhabi International Airport (AUH), preventing cross-infection from elevator buttons and enabling a COVID-19-free airport environment.

Technology is the result of the "airport group’s commitment to containing the spread of COVID-19 and ensuring that its airports and facilities remain safe and healthy environments for passengers, staff and visitors." Technical Review (2020). The airport group is always improving its health and safety processes to ensure that all passengers have a safe, pleasant, and seamless travel experience.

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Tampa International Airport Remote Baggage

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Tampa International Airport Remote Baggage

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TPA's new remote bag check service has exceeded all expectations since its launch on February 14 and has rapidly become a favourite feature for many passengers.
"To date, TPA has processed more than 75,000 bags, including nearly 55,000 from Southwest Airlines, easily surpassing the Airport’s initial projections" Tampa International Airport (2018).

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IDEMIA ( 2015) Fast and Seamless travel at Changi by IDEMIA

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Brief Overview of video:
-Terminal 4 was developed to have a fully automated departure process for passengers.
-Use technologies like, Biometrics, face ID, digital boarding passes and finger prints for quicker baggage drop off, check in, border clearance's.
-Solution has processed more than 6 million passengers in less than a year.
-Assisted in shorter ques, more satisfied passengers and reduction of operational resources.
-Won multiple awards from Skytrax, FTE Global.

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Fast and Seamless travel at Changi by IDEMIA

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With Covud-19 creating new safety priorities, particularly the need for minimised contact for social distancing, Airports and Airlines have accelerated their use of touchless technologies, which are highly linked to the process of seamless travel. This has led to a flurry of technology companies, who are trying to develop new and existing systems.

As we know SST'S limit contact but very few of them are completely touchless. Most self service kiosks require touching screens but airlines and airports recognise that some people even with limited contact are at too much of a perceived risk. If possible where a mobile can be used, smartphones provide a touchless solution and are something a passenger is familiar with. Alongside this, apps are being developed to help passengers way find through the airport and reduce customer numbers in one area of the terminal.

Systems controlled by gesture and voice-activated technologies are still in their infancy compared to biometrics but are starting to play an important role in minimising social contact.

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Negative Passengers Impressions of Seamless Travel

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Negative Passengers Impressions of Seamless Travel

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Some Passengers are reluctant to use self service kiosks. Airlines must understand is this what their customers really want, will it actually ease their experiences of just make it worse. "Whilst SST's are vastly upcoming, it has taken the industry a lot of convincing to actually use them" Kamarudin (2017).

Passenger's impressions of the airport can be affected by their interaction with service staff. But due to the upgrade of self servicing technologies (SST) due to seamless travel, human interactions will be eliminated. "While technology has helped to bridge a worldwide divide by connecting individuals through the digital world, those who are physically near together are sometimes actually separated but using technology instead" Lee and Lyu (2019). A passenger could go their whole journey without speaking to any staff members and this can hugely reduce passenger experiences as not all of the time does technology work in our favour.

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In an increasing amount of cities, passengers can check their bags at remote sites. Remote check in's makes it easier for passenger to travel to their selected airport and hopefully encourage them to use public transports.

Essentially passengers can print their boarding passes, tag their belongings and drop it off before having to be in the airport for their flight. No extra costs as the airline believe it is an important part of their customer service enhancement.

Another service provided would be the partnership of airline and airport concierge services. They would pick up baggage at designated spots and deliver it to he airport for check-in. Upon pick up, passengers with receive status updates via text or email. This service is usually of extra cost but passengers are happy to pay for the convenience.

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Aviation is also researching other biometrics to use.
-Iris Scanning
-Finger Prints
-Voice Recognition
These will either be used on their own, or to be used simultaneously in providing verification of a passengers identity.

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IATA (2021).

As shown in this video, 55% of passengers find that queuing and waiting times are top areas of improvement. It is clear why frustrations arise and customer experiences can be affected.

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Rather than queuing at an airport for an operator to take your luggage, there is now a faster, more coinvent way to check in your bags through self service.

Seamless travel will include the opportunity for passengers to deal with their own baggage drop offs via specialist kiosks. Bags will be tagged with radio frequency identifications, which allows passengers to follow their belongings usually through an app. Aside form providing passengers with an array of new services, it will also help airlines to reduce their bills for mishandled baggage.

From an airport point of view, check in desks can be removed, therefore creating more space in the terminal for shops and reducing operational costs. A win win for passengers, airport and airlines.

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Biometrics and digital identity verifications are "the process of comparing data for the persons characteristics to that of a persons biometric template in order to determine resemblance's" IATA, (2021).

During the check in process, passengers get their passport scanned and photos taken. Once completed, passengers can proceed towards security where they can be verified as the known travel using facial recognition technology. Passengers can then continue to the boarding gate without having to give over their travel documents and passport.

"Facial recognition works by using strategically placed cameras that scan faces and compares on a database" Gohringer (2015). At each security check point, identity verification technology will be used to check and verify the passenger, opening the barriers in less than a couple of seconds. On the other hand, Biometrics are not 100% accurate and can be seen to be an invasion of privacy for passengers.

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A system that enables a seamless, efficient and secure process from curbside to the departure gates, whereby the required check points can be passed by easily, quickly and preferably document free.

It will improve the passenger experience by providing a seamless, secure trip from beginning to end, while also decreasing inefficiencies in the travel and tourism supply chain.

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Stress and Anxiety of Queuing and Waiting

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Stress and Anxiety of Queuing and Waiting

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Nobody likes standing in line, yet it can be unavoidable. The atmosphere in airports has become considerably more tense. With increased security checks after 9/11, an increase in passenger and flight numbers each year, and limited room to develop current infrastructure, current airports regularly deal with long queues of fatigued, disgruntled passengers. Therefore increasing passenger anxiety/stress, dissatisfaction, reduced leisure time airside and reduced spending

What if there was a way to make the unavoidable lines move faster while also making the experience more enjoyable for passengers.