Airports are dynamic hubs catering to passengers with diverse needs and expectations. From business travellers seeking efficiency to families managing strollers and energetic children, each journey presents unique challenges and opportunities. Surveys by CAPA (Centre for Aviation) and the Boston Consulting Group highlight that 80% of passengers expect tailored experiences throughout their journey, from booking to in-flight services. Additionally, 85% are willing to share personal data in exchange for a more seamless travel experience.

With Airsiders’ mapping and itinerary planning solutions, airports and airlines can exceed these expectations by delivering personalised, context-aware services. This approach not only enhances passenger satisfaction but also drives engagement and unlocks new revenue streams for airports and their partners.

Problem

Despite having access to vast amounts of data, many airports and airlines struggle to leverage it effectively for personalisation. Generic promotions and one-size-fits-all campaigns fail to resonate with travellers, resulting in missed opportunities. Consider the following examples:

• Business travellers value quiet workspaces and lounge access.

• Passengers on tight layovers might benefit from Click&Collect duty-free services.

• Families often prioritise child-friendly dining options or play areas.

Without the right technology, passengers remain underserved and disengaged, while airports and airlines miss crucial opportunities to enhance satisfaction and drive revenue.

Solution

Airsiders’ mapping and wayfinding platform enables airports and airlines to deliver personalised recommendations tailored to passenger profiles, journey types, destinations, and real-time contexts. Here’s how:

• Journey Type: Outbound passengers have different needs compared to inbound or connecting passengers, who may have short or long layovers.

• Passenger Cohorts: Business travellers, leisure passengers, and families with children or pets all have unique preferences and priorities.

• Origin or Destination: Depending on the passenger’s travel path, they may seek duty-free items, tax refund services, or e-SIM cards to avoid roaming charges.

• Travel Time: Long-haul passengers may opt for sit-down dining, while short-haul travellers often prefer quick grab-and-go options.

• Pre-travel vs. Day-of-Travel Recommendations: Timing is everything. Passengers are more likely to pre-book services like fast track, lounges, or Click&Collect when planning their trip, whereas, during their airport journey, they may respond better to shopping or food and beverage suggestions.

These tailored recommendations can significantly boost passenger engagement and loyalty. Research shows that effective personalisation can lead to a 20% or greater improvement in Net Promoter Scores (NPS).

With the rising demand for user-centric digital solutions, personalisation has become a powerful strategy for enhancing passenger satisfaction while driving ancillary revenue through targeted promotions.

Get in touch with us

Ready to revolutionise your airport’s passenger experience? Airsiders’ innovative technology can help you unlock new revenue streams and engage travellers like never before. Contact us today to explore how we can transform your airport into a hub of innovation and satisfaction.