Richard Bye, CEO of iCoupon, exlains how digital vouchering can help airports manage disruption in their terminals.
Disruption is now an unavoidable part of airport life. Whether caused by weather events, staffing shortages, air traffic control issues or technical faults, today’s airports must be ready to respond quickly, calmly and effectively.
For airport operators, how these moments are handled can define the passenger experience, and the airport’s reputation.
Even when disruption is outside their control, airports still feel the impact. Passengers judge the experience by what they see and feel in the terminal – placing pressure on airports to manage disruption they didn’t cause. It’s a tough spot to be in without the right tools in place.
Modern airports are increasingly recognising that disruption management must be seamless, digital and empathetic. A well-managed response not only supports passengers but also maintains order, protects operational flow and unlocks commercial benefits.
When entitlements like food vouchers are issued quickly and redeemed easily, passengers are less likely to crowd help desks or congregate in confusion. Instead, they have the freedom and time to move about the terminal, feel cared for, and even spend in the shops.
Critically, it’s not just about issuing compensation, it’s about delivering it in a way that’s smooth for everyone involved – passengers, airport teams, airlines and retailers. This is where airports benefit most from integrated digital voucher platforms that handle the full journey from issuance to redemption to billing.
iCoupon is one such platform. It provides a centralised infrastructure that simplifies disruption response. By integrating with airline systems, retail outlets and airport stakeholders, iCoupon allows vouchers to be issued directly to boarding passes without passengers needing to download apps or collect anything physically.
This reduces bottlenecks and operational strain while enhancing the passenger experience and enabling full use of the voucher window during delays, resulting in higher retail spend.
On average, passengers using iCoupon spend around 25% more than the value of their voucher. Because 100% of eligible passengers receive a digital voucher, compared to roughly 75% with paper-based systems, this creates a significantly greater revenue opportunity for airport retailers, and by extension, for the airport itself.
An increasingly important part of the disruption response is financial flow, particularly when it comes to how and when airports get paid. iCoupon’s Autopay feature addresses a long-standing friction point: the delays and resource burden of chasing airline reimbursements for vouchers redeemed at airport retailers.
With Autopay, airports can ensure that their retail partners are paid on time, protecting liquidity and maintaining strong commercial relationships. In an environment where margins are tight and operational costs are rising, having confidence in timely payments is no small benefit. It also reduces the administrative load on finance teams, freeing up resources during already pressured periods.
Importantly, disruption doesn’t just affect passengers. Airport and airline crews are often required to work beyond their scheduled hours. Some airports are now extending digital entitlements to staff too, whether for meals or lounge access, as a practical form of support and recognition during extended operations.
Turning the moment of disruption into a loyalty building and revenue opportunity. As disruptions become more frequent, the ability to manage them well becomes a key part of what defines an exceptional airport.