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8 Digital Tools Every Airport Should Use

In today's fast-paced world, airports face a lot of challenges in providing excellent customer service and experience to their passengers. However, with the rapid advancements in technology, digital tools have emerged as a game-changer for the airport industry. These digital tools have significantly improved operational efficiency, reduced waiting times, and enhanced the overall airport experience for travelers.

In this article, we will discuss some of the digital tools that have proved to be highly beneficial for airports.

Streamline Your Operations with These Digital Tools

In order to enhance the customer experience and streamline operations, many establishments, such as airports, are turning to digital tools. Here are some of the tools that can be really helpful:

Digital signage

Digital signage is a powerful tool that can improve communication and provide information in real time. In airports, digital signage can be used to display flight schedules, gate information, and updates on delays or cancellations. It can also be used to provide information on security procedures, baggage claim areas, and ground transportation options.

Furthermore, digital signage can be used to promote airport services such as lounges, restaurants, and duty-free shops. It can also display safety instructions, public announcements, and emergency procedures.

Mobile apps

Develop a mobile app that allows customers to easily order food or drinks, access real-time flight information, or make reservations. A mobile app can provide real-time updates on flight schedules, gate information, and delays, allowing customers to stay informed and plan accordingly. Integrating reservation options into the app also allows customers to make reservations with ease.

Self-service kiosks

Self-service kiosks are interactive computer terminals that allow customers to perform various tasks, such as placing orders, checking in, printing boarding passes, and paying for their purchases, without the need for staff interaction. They are becoming increasingly popular in airports due to their ability to provide customers with a quick and convenient way to complete their transactions while also reducing wait times and improving overall customer satisfaction.

In airports, self-service kiosks can allow customers to check in for their flights, print boarding passes, and even check their baggage, freeing up staff to focus on other tasks. Self-service kiosks can also help airports manage large crowds during peak travel times by providing additional options for customers to check-in, preventing long lines and wait times. By offering a self-service option, airports can cater to a wide range of customers with varying needs, preferences, and language requirements, ultimately enhancing the overall customer experience.

Wayfinding tools

Large airports can be confusing to navigate, so having a wayfinding solution that provides directions, maps, and other helpful information can improve the overall customer experience. This is where the WaitTime crowd intelligence solution can come in handy. WaitTime is a crowd intelligence solution that allows establishments to provide real-time information on wait times for various services.

By using cameras and AI algorithms, WaitTime can accurately predict wait times and provide customers with up-to-date information, allowing them to plan their time more effectively. This can significantly improve the customer experience, as customers can avoid long wait times and make better use of their time in the establishment. Waittime can also provide valuable insights into customer behavior and preferences, allowing establishments to optimize their operations and improve overall efficiency.

Virtual assistants/chatbots

Virtual assistants and chatbots are digital tools that use artificial intelligence and natural language processing to communicate with customers in a conversational manner. They can provide personalized recommendations, answer frequently asked questions, and even take orders, all without the need for human interaction.

In the context of an airport, virtual assistants and chatbots can be integrated into the airport's mobile app or website to provide customers with 24/7 assistance. They can help customers find their way around the airport, answer questions about flight status and gate information, and even assist with baggage tracking. Chatbots and virtual assistants can also be programmed to handle more complex tasks, such as rebooking flights, changing seat assignments, or providing information on airport amenities and services. This can help free up staff time and resources, allowing them to focus on more pressing tasks while still providing high-quality customer service.

Real-time feedback tools

Real-time feedback tools are becoming increasingly popular in airports to improve the customer experience. These tools allow passengers to provide feedback about their experience at different touchpoints in the airport, such as security, check-in, and baggage claim. The feedback is collected in real time and can be used to make quick improvements to the airport's operations. This helps to identify areas that need improvement and helps the airport to provide a better overall experience for its passengers.

Contactless payments:

Contactless payments have become more popular due to the COVID-19 pandemic as a way to reduce contact between people. Airports have been adopting this technology to provide a convenient and safe way for passengers to pay for goods and services. Contactless payments can be made using credit/debit cards, mobile wallets, QR codes, and other contactless payment methods. This technology helps to reduce the waiting time at checkout, reduces contact between people, and enhances the overall customer experience. Additionally, airports can use contactless payment data to analyze customer behavior, optimize pricing, and personalize promotions.


Wi-Fi is an essential amenity that is offered to passengers and visitors. In airports, Wi-Fi is usually available throughout the terminal building, including gate areas, lounges, and other public areas. It enables passengers to check flight schedules, access travel information, and communicate with their friends and family. Airport authorities often partner with internet service providers to provide high-speed Wi-Fi that is reliable and fast.

However, using public Wi-Fi networks can also be a security risk, as hackers may intercept sensitive data transmitted over the network. To address this concern, establishments could offer a secure VPN service as part of their Wi-Fi offering, allowing customers to securely connect to the internet and protect their online privacy. This could also be a way to differentiate the establishment from others and provide added value to customers.


The use of digital tools has revolutionized the airport industry, making air travel more convenient, efficient, and enjoyable for passengers. From digital signage and self-service kiosks to virtual assistants and real-time feedback tools, these technologies have transformed the way airports operate. The adoption of these digital tools has not only improved the customer experience but also increased revenue streams for airports. As technology continues to evolve, it is likely that we will see more innovative solutions in the future, which will further enhance the airport experience.

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