Easy come, easy go!

Enhancing the passenger experience through new technology, facilities and services continues to be a key priority for the world’s airports. Joe Bates takes a closer look at some of the latest initiatives and awards.

Robotic pods to enhance accessibility at YVR

Vancouver International Airport (YVR) is to trial the industry’s first, autonomous, electric robotic ‘pods’ designed to assist passengers with reduced mobility.

“The new self-driving pods made by A&K Robotics represent an important step forward for accessibility at YVR, helping ensure people of all ages and abilities can independently navigate our terminals,” said Tamara Vrooman, president and CEO at Vancouver International Airport. “Through our role as the first testbed, we are supporting the development and implementation of made-in-B.C. solutions that benefit YVR and our community as well as local businesses. We look forward to having this new technology available for travellers as early as next year.”

The Cruz mobility pods utilise an intelligent navigation system that allows users to overcome the mobility challenges of travelling through an airport the size of YVR – its main terminal is approximately 650 metres from the security screening checkpoint to the last boarding gate – and accessing facilities such shops, restaurants, accessible washroom facilities and other amenities.

YVR notes: “The pods have integrated real-time mapping software that enables passengers to accurately and intuitively understand where they are within the airport. Over the coming months, we will be conducting trials with employees, members of the accessibility community and, eventually, travellers.

“This phased approach will ensure the pods are safely integrated into the airport environment. It also provides an opportunity for our teams to work closely with A&K Robotics to solicit feedback that will help evolve and adapt the form and function of the pods to meet the unique needs of our travellers.”

Autonomous transportation and world’s first Smartphone Express Bag Drop Service

Hong Kong’s first autonomous mass transport system will operate between Hong Kong International Airport’s SKYCITY and the Hong Kong-Zhuhai-Macao Bridge (HZMB).

It became a step closer to reality this summer when airport operator, Airport Authority Hong Kong (AAHK), awarded the tender for the development of autonomous vehicles and the new transportation system to the KCM–PML Joint Venture, formed by KC Smart Mobility Company Limited (KC Smart Mobility), a subsidiary of Kwoon Chung Bus Holdings Limited, and Prime Motors Limited.

The joint venture has also joined forces with Baidu, a market leader in autonomous driving technology, which will be the technology provider of the intelligent transportation integrated system; and Xiamen King Long as vehicle supplier.

The autonomous transportation system will operate on Airportcity Link, a dedicated vehicular bridge integrated with a pedestrian walkway. Built by AAHK, Airportcity Link will connect the Hong Kong Port of HZMB and SKYCITY, a major commercial development on the Airport Island that provides a wide array of dining, shopping and entertainment offerings.

Visitors riding on the autonomous vehicles from the Hong Kong Port will reach SKYCITY in just three minutes, or vice versa. Each autonomous vehicle will carry a maximum of 16 passengers.

The entire system can carry 500 passengers per hour per direction at the initial stage, with a target to increase the throughput to 2,000 passengers per hour per direction.

Vivian Cheung, acting CEO of AAHK, said: “HKIA has been pioneering the application of autonomous driving technology. We are the world’s first and only airport to put autonomous vehicles into live airport operations in a large scale, with autonomous electric tractors for baggage and cargo delivery, autonomous patrol cars to enhance airport security, and autonomous buses to shuttle airport staff on the apron.

“The seamless connection between SKYCITY and the Hong Kong Port of the HZMB brought by the new system, along with the numerous attractions at SKYCITY, will certainly create exceptional experience and lure visitors, especially those from the Greater Bay Area, to the new landmark.”

In the next phase of development, the autonomous transportation system on Airportcity Link will be further extended from SKYCITY to the nearby Tung Chung town centre, providing convenient connection with the MTR and bus service.

In other passenger facilitation news, the pioneering airport has launched what is believed to be the world’s first Smartphone Express Bag Drop Service.

Described as a groundbreaking new development in the use of Hong Kong International Airport’s Flight Token smart technology, the new service enables passengers to complete online check-in and scan their travel documents with their smartphones before heading to the airport. Upon arrival at HKIA, they can proceed directly to the Express Bag Drop counters and drop their bags by themselves with their smartphones in under one minute, compared to an average of three minutes at the airline counters or Smart Check-in Kiosks.

HKIA is the only airport in the world where passengers are able to complete all departure procedures using only their smartphones and facial recognition technology, including online check-in, travel document verification, bag drop, entering the security area, and boarding through self-service.

Assisted travel and hidden disabilities services enhanced at BHX

As part of Birmingham International Airport’s enhancements to the customer journey, including the new security search area, a new service has been put in place for customers who use Sunflower Lanyards as a way of discreetly making others aware of their hidden disability.

To ensure that customers, who require the Sunflower Lanyard service can access it, a new ‘check-in’ facility will be introduced at the UK airport. This new check-in system will ensure that passengers, with hidden disabilities, can be assisted by trained colleagues from the airport whilst travelling through.

Chris Wilson, BHX’s head of terminal operations, said: “The Sunflower Lanyard has been in place for many years here at Birmingham International Airport to assist our customers with hidden disabilities and those requiring assistance whilst travelling through the airport. This new process ensures we can fully support our customers with the help they need, whether from the check-in point to the aircraft or just through the security process. The choice is up to our customers, ensuring their independence.

“Our customers are at the heart of what we do. This new check-in service will help us deliver the best customer service to everyone, while also allowing us to understand how many people need support at any given time.”

New CT technology and security lane concept at Frankfurt Airport and London Luton

Frankfurt Airport claims to have marked an important milestone in the ongoing upgrade of its security checkpoints with the opening of nine additional security checkpoints equipped with modern CT technology.

It is confident that the new equipment, as well as an innovative lane concept now available in Departures B-West of Terminal 1, will enable passengers to reach their departure gate even faster and more conveniently than before in the high-traffic area.

Some 35,000 passengers on 200 flights depart every day from Concourse B of Terminal 1. The new checkpoints in B-West are equipped with CT scanners from Leidos, which ensure faster and more convenient checks.

Passengers may keep their electronic devices and liquids in their hand luggage without having to present them separately.

The same now applies to passengers travelling through London Luton Airport (LLA) following the successful roll-out of next generation security scanners.

The gateway’s chief operations officer, Neil Thompson, said: “We are delighted to become one of the first major airports to offer the benefits of next generation security to all passengers.

“This investment provides London Luton Airport with enhanced screening technology that will significantly elevate the service provided to passengers flying from LLA this summer and beyond, aligning perfectly with the simple, friendly passenger experience we always look to deliver.”

Early risers can also now take advantage of LLA’s newly launched Prebook Security initiative, another option designed to make the LLA security experience as quick and easy as possible.

The free service allows passengers to skip security queues by reserving a 10-minute slot up to four days before travelling.

SFO named as one of best airport in the US for kids

San Francisco International Airport (SFO) has been named as one of the best airports in the US for kids by maternity retailer, ‘Motherhood’, in its 2024 Motherhood Loves Community Awards.

The award noted that SFO “offers five interactive and colourful Kids Spots (some decorated by the SFO Museum) where kids can play and burn energy”.

It adds: “Older kids can check out exhibitions by the SFO Museum, tour the Aviation Museum & Library, or watch a film in the Video Arts Room. Six nursing rooms are spread throughout the terminals, and you can purchase child-friendly necessities from various shops as well as rent car seats.”

For the record, other winners included Dallas-Love Field (DAL), Philadelphia (PHL), Portland (PDX), Phoenix Sky Harbor (PHX), LaGuardia (LGA) and San José Mineta (SJC) airports.

Dublin Airport’s sensory rooms

Taoiseach, Simon Harris, has officially opened a new sensory room at Dublin Airport for passengers with autism, dementia, cognitive impairment, or other sensory needs.

The airport believes that the opening reaffirms its strong commitment to creating an inclusive environment for all travellers.

The new sensory room, located in Terminal 1 near the 200 gates, complements an existing facility in Terminal 2. These rooms feature relaxing music, mood lighting, a bubble wall, bean bags, digital display panels, textured flooring, and memory and motor skill games. They can be adjusted to provide either a calming or stimulating environment.

Dublin Airport also offers an ‘Important Flyer’ programme, providing wristbands or lanyards to passengers with sensory issues, signalling to staff that additional assistance may be needed.

Taoiseach Harris stated: “The opening of this new sensory room is proof of daa’s commitment to ensure that everyone, regardless of their sensory needs, can be afforded the same opportunity to travel in comfort and with dignity.”

The airport’s managing director, Gary McLean, said: “The opening of our second sensory room is a significant step towards making Dublin Airport a more inclusive space. It is essential that we cater to needs of all our passengers, ensuring their journey is as comfortable and stress-free as possible.”

Thai gateway shows commitment to customer service excellence

Earlier this year, Mae Fah Luang Chiang Rai International Airport (CEI) in Thailand became the 100th airport accredited in the ACI World Customer Experience Accreditation Programme, highlighting its steadfast commitment to enhancing the passenger experience.

The ACI World Customer Experience Accreditation Programme, delivered in partnership with travel technology company Amadeus, equips airports with the tools and strategies to elevate customer experience management.

Participating airports undergo a comprehensive assessment and training process, encompassing stakeholder engagement, employee development, and service improvement initiatives. Airports of Thailand president, Dr Kijmanawat Kerati, noted:

“It is our honour for Mae Fah Luang Chiang Rai International Airport to be the 100th airport accredited in the ACI World Customer Experience Accreditation Programme.

“We take immense pride in our dedication to creating a culture of customer-centricity and continuous enhancement of service quality. We are committed to prioritising the needs of our passengers and delivering excellence in every aspect of the passenger experience.”

Customer experience excellence will be top of the agenda at ACI World’s annual Customer Experience Summit and Exhibition in Atlanta, USA, this September.

The event – being held on September 23–26 – will bring together over 500 senior airport executives, customer experience professionals, and industry leaders from across the globe to explore the latest trends, products, and technologies driving customer and employee experiences.

Attendees will have the opportunity to engage with exhibitors showcasing innovative solutions to enhance the passenger journey.