I had the pleasure to moderate an engaging panel with airport leaders about innovation in the passenger experience – at WAGA 2024 in Riyadh.
Our panelists:
- Marco Troncone, Aeroporti di Roma
- Roelof-Jan Steenstra AAE, IAP, ICD.D, GCB.D, PortsToronto
- Sven Deckers, Dubai Airports
- Adonis Succar, SITA
Here are my main takeaways:
- Innovation: The panel agreed on the collaborative nature of the innovation process. Everyone benefits. AdR has launched an innovation group with other airports like Dubai Airports and invites innovative tech companies to contribute
- Passenger Needs: While basic needs must always be met, new expectations such as real-time mobile assistants and seamless security screening will arise and challenge the current processes and infrastructure.
- Experience: Mindsets are shifting from rigid processes, such as airport bag drops, to accommodating more personalized travel experiences, which every passenger may customize.
- Data Exchange: Everyone agreed that travelers’ personal data will remain under their control. At the same time, exchanging aggregated and anonymized data can help enhance the flows and experiences
- Digital Identity: Digital ID, based on ICAO’s Digital Travel Credentials and IATA’s One ID, is the key enabler for the personalization of travel experiences, and the control of traveler data.
Other panels discussed “Enhancing airport competitiveness”, “Sustainability as a game changer”, “Tourism and Aviation” and more.
