Aviation is on a recovery path, with some airports reporting passenger numbers exceeding those achieved in 2019. However, the journey has had its challenges, including poor passenger experiences, staff shortages and rising costs. Consequently, many airports are focused on enhancing the customer experience while accommodating a new mix of passengers. As passenger volumes increase within existing terminal spaces, airlines and airports must take an innovative approach to maintaining and improving this experience.
A promising solution
The adoption of seamless biometrics is one way to both save costs and enhance the customer experience. It allows passengers to complete their journeys without any physical documentation, typically using facial recognition for faster check-ins and smoother boarding (see Figure 1). This not only streamlines the process but also allows for a more personalised experience, as staff shift their focus from checking identification documents to assisting customers.
Post-pandemic attitudes and widespread adoption of facial biometrics on smartphones have made people more open to touchless and personal biometric-driven solutions. Given that deploying these technologies usually results in more satisfied passengers, airports should leverage this opportunity to improve their customer experience and differentiate themselves from competitors.
Besides enhancing the passenger experience, implementing seamless biometrics also addresses concerns about staff shortages. With fewer personnel needed for manual ID verification, airports can redirect these resources towards customer service and security, improving efficiency while allowing staff to prioritise tasks that require a human touch.
The challenge lies in determining who should invest and how. Because the benefits and costs accrue to different parties (e.g., airlines, airports and ground handlers) in different ways and at different times, the commercial models to deploy the equipment will require some creative thinking – or creative suppliers willing to adapt the payment model.
Partnering for success
At L.E.K., we’ve advised aviation clients worldwide on enhancing the customer experience, building business cases and navigating the complexities of the airline-airport interface. Contact us to find out more.
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