The Four Key Ways AI is Enhancing the Airport Experience

As passenger numbers return to pre-pandemic levels, airports are prioritising providing a seamless journey for travellers, aiming to eliminate any obstacles. However, the reliance on manual processes in various areas such as check-in, boarding, and security pose challenges in achieving operational efficiency and identifying patterns for long-term enhancements in the passenger experience. 

To address this, many airports are exploring the potential of new technologies, with a particular focus on AI. AI has experienced significant growth in popularity over the past few years and is now being seriously considered by airports and various other industries. The AI market is projected to reach a value of $90 billion by 2025 as organisations leverage AI technology to enhance user experiences, streamline operations, and increase productivity. 

But how does AI translate into tangible improvements at airports? Here are four examples of how AI is currently enhancing the airport experience. 

Managing the Flow of Passengers 

Efficiently managing the movement of passengers is a crucial aspect of effective airport management. By striving to create a seamless experience, particularly during busy periods, airports can enhance both their operational efficiency and the satisfaction of travellers. The advent of computer vision technology has revolutionised the monitoring of passenger flow. This significant breakthrough enables airports to anonymously and accurately track individuals from their arrival, through security checkpoints and duty-free areas, all the way to boarding the aircraft for the first time. 

This allows operational teams to promptly address real-time issues and identify recurring patterns that have the potential for long-term improvements. For instance, if there are prolonged wait times at check-in or security zones, the teams can receive immediate notifications to intervene and allocate additional resources. Moreover, recognising specific patterns related to security bottlenecks allows the airport operations team to anticipate the trend and enhance capacity in subsequent instances. 

Streamlining Waiting with Virtual Queuing 

The adoption of AI-powered facial biometrics has revolutionised the efficiency of airport security processes, allowing passengers to expedite their journey by checking in remotely. The technology compares the passenger’s passport photo with a live facial image. This innovative approach not only enhances passenger satisfaction but also enables them to swiftly access the concession area. For airports in the UK and Europe, which are heavily reliant on passenger purchases to drive revenue, increasing the dwell time in duty free, cafés, shops and bars has a tangible impact on the bottom line. 

Enhancing Boarding Processes with Biometric Technology 

Facial biometric technology is also now replacing manual boarding pass checks at the gate, which are typically conducted by airline staff. This improves boarding efficiency, facilitates a smoother airport journey, and enhances the accuracy of passenger identity verification compared to manual methods. At biometric checkpoints, AI facial recognition technology compares a passenger's face with their previously scanned passport photo, eliminating the need for multiple passport and boarding pass checks throughout the airport. 

Airports currently collect facial biometrics and scan boarding passes at the security checkpoint. However, some airports are taking it a step further by eliminating the requirement for passengers to present their boarding pass and passport altogether. Instead, passengers are encouraged to pre-register their biometric information before their flight, allowing automated touchpoints to verify their identity as they progress through the airport. This streamlined process alleviates the cumbersome task of repeatedly presenting passports and boarding passes, enhancing the overall passenger experience. 

Improving Bag Scanning with AI Technology 

While security is of utmost importance during an airport journey, it often leads to passenger frustration due to long queues and thorough bag checks by airport staff. This results in limited time for passengers to explore duty-free stores, ultimately affecting the airport's revenue. To address these challenges, several European airports, including Amsterdam's Schiphol, have recently experimented with AI bag scanning as part of their security procedures. 

AI bag scanners are trained to swiftly and accurately identify various prohibited items by integrating with existing X-ray and CT systems. This technology expedites the security process by reducing the need for passengers to remove items from their bags, without compromising accuracy and safety. Moreover, AI bag scanning eliminates the common errors associated with manual security processes, particularly during busy periods. It also relieves the burden on staff members, of this resource-intensive activity, allowing them to be deployed to other areas of the airport where their presence may be more necessary. 

What Lies AI-head for Airports? 

Airports are steadily recovering from the uncertainties caused by the pandemic. However, it is crucial for airport leaders to proactively explore innovative approaches that can elevate their operations and improve the passenger experience. Embracing advanced technologies, particularly AI, holds great potential for airports seeking comprehensive enhancements that benefit both staff and travellers. By integrating AI technology, airports can pave the way for a seamless airport experience, ushering in a new era of airport operations.