Forget more airport staff. According to new research from Amadeus, most travellers “want to control their entire airport journey through the use of mobile phones to navigate through key touch points, while 59% would like to use frequent flyer cards as permanent boarding passes”.

Unsurprisingly, ‘Reinventing the Airport Ecosystem’ also identified ‘a stress-free airport experience’ as the number one priority for travellers, with a clear 72% of global respondents saying they thought the core passenger journey from check-in to boarding was currently inefficient.

“69% of travellers are seeking improved security processes.  Passengers also expect airports to give a sense of place which reflects local culture and makes the airport destination and flight, part of their total trip experience (81%).

“Travellers view technology as increasingly important to their airport experience. Many want to control their entire airport journey through the use of mobile phones to navigate through key touch points (63%), use frequent flyer cards as permanent boarding passes (59%), benefit from permanent electronic bag tags (57%), and to automate the full range of airport processes including baggage drop (48%).

“Social media is also seen as a vital tool for the real-time exchange of ideas, information and feedback with travellers while at the airport. Consumers want their improvement ideas to be heard (69%), to receive important information (66%), to provide real-time feedback (53%) and to be rewarded as frequent travellers/shoppers (51%). ”

Download ‘Reinventing the Airport Ecosystem’.

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