“Customers who experienced great service in the past were likely to spend 140% more than customers who had a poor past experience.”
Here is a list of upcoming technologies that, if implemented well, could lead to travelers spending more at airports.
1. Blockchain Technology
“According to SITA, a leader in aviation research, 34% of airports are planning to introduce blockchain research and development programs by 2021.”
Why? Airlines are interested in utilizing blockchain technology to create cutting-edge digital loyalty programs that live on the blockchain. Digital loyalty programs theoretically improve the re-booking experience, and enable more personalized marketing.
2. Radio Frequency Identification (RFID) Technology:
“IATA predicts that by 2020, customers will notice significant changes in how their baggage is managed, including an increase in self-service and off-airport provisions.”
If RFID technology is adopted on a large scale, it could lead to decreases in both the amount of lost baggage, and the delays that often accompany locating lost items. Moreover, tracking technology has the potential to improve transparency, providing travelers with additional information as their luggage moves through tracking points.
3. Personalized Assistance
“59% of airports rated passenger processing as a high priority for IT investment.”
From SITA, “Airport mobile apps are going to act more like a personal concierge, placing useful and relevant information at your fingertips when you need it, while also keeping an eye on the clock to make sure you get to the right gate in good time.”
Companies like Neatebox enable passengers to specify exactly what assistance they need while traveling through an airport.
The visually impaired and otherwise abled need assistance too, and some airlines are creating apps specifically designed to help those who require additional assistance.
4. Biometric Technology
Recently, the U.S. Customs and Border Protection (CPB) implemented biometric scanning into their pre-clearance system, resulting in passengers that have already been cleared to pass through border control with more ease.
As biometric technology continues to evolve, faces may increasingly replace boarding passes, for better or for worse.
Expect facial-scanning technology to speed up and simplify a variety of airport processes in the near future.