Author: MollyBabitz

Understanding how AI will impact Passenger Support and the Overall Traveling Experience

Posted on | by MollyBabitz

By Alfredo Vaamonde, CEO & Founder of WingMates

In an era where efficiency and customer satisfaction are paramount, airports globally are turning to innovative solutions to enhance the passenger experience. Among these innovations, artificial intelligence (AI) stands out as a game-changer, promising to transform how airports support passengers throughout their journey, from booking their trip to landing at their destination. This article delves into the transformative potential of AI travel assistants, showcasing how they can elevate the passenger experience while simultaneously reducing  operational costs.

The Rise of AI in Airport Operations

The integration of AI technologies across various sectors has been nothing short of revolutionary, with the travel and airport operations sphere being no exception. Recent advancements have positioned AI as a key player in enhancing passenger support services, leveraging capabilities like natural language processing, machine learning, and automation to offer unparalleled efficiency and convenience.

Understanding AI Travel Assistants

AI travel assistants, powered by advanced algorithms and capable of understanding passengers’ needs, are at the forefront of this transformation. These systems range from chatbots handling customer service inquiries to automated check-in kiosks and apps providing personalized travel information. Their ability to offer quick, customized assistance around the clock marks a significant leap forward in how airports interact with passengers.

Enhancing Passenger Experience with AI

Personalized Travel Assistance: AI travel assistants can tailor information and support to individual needs, offering a customized travel experience that enhances satisfaction. From booking flights to receiving recommendations on where to eat at the Airport, AI assistants are the ideal travel agents.

Real-time Information and Assistance: With AI, passengers can receive instant updates on flight statuses, gate changes, and security wait times, enabling them to navigate the airport with ease.

Multilingual Support: AI’s ability to interact in multiple languages breaks down language barriers, ensuring all passengers receive the support they need.

Reducing Operational Costs with AI

Automated Customer Service: By handling routine inquiries, AI can reduce the need for human staff, cutting labor costs and allowing human agents to focus on more complex tasks.

Efficiency in Resource Allocation: AI’s predictive capabilities enable airports to optimize staffing and resource allocation based on anticipated passenger flows, enhancing operational efficiency.

Data-Driven Insights for Continuous Improvement: AI systems can analyze passenger feedback and behavior to identify improvement areas, driving continuous enhancements in service and operations.

An Omnichannel Approach to Passenger Support

AI assistants may be deployed on mobile apps, kiosks, websites, or social media platforms. This omni-channel accessibility ensures that passengers can receive assistance and information wherever they are and however they prefer to communicate. Whether a traveler needs to check their flight status via a quick text message, get directions through an airport app, or inquire about services through a website chatbot, AI assistants are there to provide consistent, reliable support. This ubiquity not only enhances the customer experience by meeting passengers on their chosen platform but also significantly boosts the efficiency of airport operations.

By integrating AI travel assistants across all channels, airports can ensure a cohesive, streamlined experience that caters to the digital habits of modern travelers, thereby reinforcing the airport’s commitment to accessibility and convenience.

Conclusion

AI travel assistants represent a significant step forward in the quest to enhance passenger experience and streamline airport operations. By embracing AI, airport operators can not only meet but exceed the evolving expectations of travelers, setting a new standard for efficiency and  satisfaction in the travel industry. As we look to the future, the role of AI in airport operations is poised for further expansion, promising an era of smarter, more passenger-friendly airports.

For airport operators, the message is clear: the future of airport operations is in leveraging AI technologies. By exploring AI solutions and partnering with technology providers, airports can  embark on a transformative journey toward improved passenger support and operational efficiency. The time to act is now—embrace AI and unlock a new horizon of possibilities for your airport and its passengers.

DISCLAIMER

This article was provided by a third party and, as such, the views expressed therein and/or presented are their own and may not represent or reflect the views of Airports Council International-North America (ACI-NA), its management, Board, or members. Readers should not act on the basis of any information contained in the blog without referring to applicable laws and regulations and/or without appropriate professional advice.

Airport EV Charging: Meeting the Coming Demand

Posted on | by MollyBabitz

By Tami Timperio, VP Marketing, NovaCHARGE

Whether it’s sustainability efforts or increases in EV adoption, more and more airports, both international and regional, are beginning to consider installing EV charging stations. And not to say you should keep up with the airport “Joneses” but when travelers have airport options, finding an airport with EV charging stations is becoming increasingly important.

For airports, EV charging demands mean big business too. In fact, market research suggests the airport EV charging market is expected to generate $4.1 billion (with a B) dollars by 2031.

The demand is there, but is it being met?

There are nearly 5,200 public airports in the United States with most major airports now offering some version of EV charging. That wasn’t always the case.

Airport EV charging station density is similar to what we see in other areas– making improvements but not quite there yet. EV drivers arriving at airports, hoping to charge while away or while they wait, reserve charging stations, or top up before they head home, may struggle to find available EV charging stations.

Implementing an Airport EV Charging Solution

As with any other EV charging station implementation, airports need to start with a few important decisions. The first? Determining the best locations for charging stations.

Airport EV Charging Locations

For airports, there are the standard considerations for site selection including (but not limited to):

  • Demand
  • Sustainability goals
  • Enough parking in a specific lot
  • Power/Infrastructure access
  • Space for hardware
  • Station placement would not block or impede snow removal or large vehicles
  • Easy in and out access (for heavy traffic)

There are, however, additional location considerations:

  • Which airport parking lots will you use:
    • Rental car lots
    • Cell phone lots
    • Rideshare/taxi lots
    • Employee parking
    • Short term parking
    • Long term parking
    • Shuttle bus lots
    • Ground service equipment lots
  • Proximity to rental car companies with EV rental fleets
  • Will parking structures need charging stations?
  • Is there infrastructure that may prevent network communications?

Beyond location, airport EV charging requires more logistics than other locations.

Other Logistics for Airport EV Charging

As we all know, fast charging puts an extra strain on the power grid and airports already require a significant amount of power. Not only does this mean infrastructure upgrades are likely necessary or forthcoming, but EV charging program oversight is essential.

Before engaging with any EVSE provider, ensuring they have a charging platform management system (CPMS) robust enough to help you analyze usage, manage power loads, create flexible fee structures, and assist with monitoring station performance is vital.

Given the demands, the variety of potential EV drivers who need access and, potentially, their role in airport operations, having full visibility into your charging network can help all stakeholders manage usage, adapt policies or procedures, and determine needs for expansion.

Similarly, EV charging station maintenance will need to be monitored to ensure reliability and performance. You can simplify this by selecting an EVSE provider with a strong warranty and ongoing support, but you’ll still want networked machines that can be regularly monitored.

The final destination is clear, EVs and EV charging will be essential components of airport amenities moving forward and, for rental companies situated at airports, the future is already here. The only question is whether you’re on board.

We’re ready to help, so reach out to our team today and let’s take the next steps to an EV charging future at your airport.

DISCLAIMER

This article was provided by a third party and, as such, the views expressed therein and/or presented are their own and may not represent or reflect the views of Airports Council International-North America (ACI-NA), its management, Board, or members. Readers should not act on the basis of any information contained in the blog without referring to applicable laws and regulations and/or without appropriate professional advice.

A Layover Outside the Comfort Zone: My First Airport Conference

Posted on | by MollyBabitz

By Ted Sullivan

Nothing grows or takes off in a comfort zone. After 29 years of working with global destinations, I got comfy. When it comes to destinations, I am deeply familiar with the needs, challenges, and pain points. But with the launch of ZDOS™ Airports, it was time to enter an altogether different landscape.

I knew I couldn’t sit comfortably and expect success to come to me. I had to embrace a relationship with an industry I was extremely passionate about and familiar with — but one where I hadn’t before worked to serve those needs.

So I went straight out of my comfort zone and presented on stage at the Airports Council International-North America annual convention in Long Beach, California, just a few weeks ago. Surrounded by knowledgeable professionals outside of my usual network, I learned just how much data airports have. But more importantly, I learned what they didn’t know they needed.

Airports use some of the most complex technology systems in the world, and the information they have about travelers going through security and their travel needs within the building is insane. They can detect materials in your luggage by material composition, parking spot usage by minute, and time in the airport by passenger prior to boarding.

But they don’t know what brings passengers to their doors or where fliers go after they walk away from baggage claim. In the middle of difficulty lies opportunity.

Three things I learned at the airport conference:

  1. One of the biggest revenue generators for airports is parking. A single parking spot could generate over $14,000 in revenue annually.
  2. Airport leaders don’t have access to information about how travelers spend within airport shops and restaurants.
  3. Airports do not always know the origin of the traveler within their airport or whether travelers to their destination sometimes use a competing airport.

Three things I realized airports don’t know they need:

  1. The home city or county of their inbound and outbound passengers. This information allows them to market and sell their offerings to a more targeted audience.
  2. Who is using their parking facilities, who’s getting dropped off by friends or Uber, and who’s using a competitor’s off-site parking facilities.
  3. Traveler leakage to other airports. This gives them the ability to make a better case for route development by actually seeing which airports their lost travelers are using and then where they’re going.

Sitting at my LAX gate before my return flight home to Logan, it hit me. Our data and their passenger insight voids could be quite comfortable together. But our organization needs to tell a better story about ‘why’ this improves the experience for passengers and increases revenue for the airport.

It’s time for us to step out of our comfort zones together, learn from one another, and collaboratively create the next evolution of airport data heroes.

 

 

 

DISCLAIMER

This article was provided by a third party and, as such, the views expressed therein and/or presented are their own and may not represent or reflect the views of Airports Council International-North America (ACI-NA), its management, Board, or members. Readers should not act on the basis of any information contained in the blog without referring to applicable laws and regulations and/or without appropriate professional advice.