Whilst Internet of Things (IoT) is rapidly expanding the use of digital devices, it is also changing the way in which industries deliver a valued customer experience. With a collaborative connection of devices via the internet, IoT is forcing strategy to change amongst many industries, none more so than customer experience solutions. There is more of a focus on how IoT devices are working together to use real-time information to benefit customers. Back in 2010, there were more complaints from customers of their travel experiences and since then, customer service has now been the critical focus for airport companies to stay competitive and enhance travel experiences.
It has been difficult to determine what customers actually want. Now, this has become easier to identify and capture with IoT technologies. Now, customer experience improvements are being made in airports to deliver hyper-personalization. Passenger journeys are now automated due to a breakthrough in a fundamental change in airport operations with the use of smart sensors, connected devices, and data analytics. Now, airport journeys from start-to-finish are more engaged and personalized.
Internet of Things helps identify customer behaviors to help improve better engagement with airport customers. Also, processes are more efficient in countering any delays, waiting and queues. IoT customer experience solutions invested within airports include technologies such as facial recognition during security checks and tracking baggage with sensors to avoid lost bags and reduce queues.
This just a small scope of how IoT technology solutions are improving efficiency in service at the airport. Below highlights and illustrates the key customer service improvement areas that IoT technological solutions are providing to its airport customers:
- Tracking Passenger Travel Times – IoT uses tracking systems that capture real-time data to track passenger travel, monitor passenger footfall and monitor customer usage.
- Baggage Tracking – Airport companies are aware of the financial implications of lost baggage, which can also be a constraint for passengers. Baggage tracking is plausible with IoT technologies to help provide real-time information about where baggage is located. The use of IoT also helps to identify the lost property.
- Check-In And Arrival – Online check-in has been significantly successful and reduces waiting times of many in the queue looking to check-in baggage. With separate baggage queues now being in operation, this is to help reduce waiting times and queues for passengers who have already checked-in online. A seat is also issued upon online check-in and a ticket is created based on passenger preference. Issuing tickets to a passenger device is a prime example of how connected devices are delivering efficient customer experience.
- In-Flight Experiences – By capturing customer data analytics, IoT is now ensuring flight experiences are more personalized. With customer data, trends and patterns can be formed to determine how passengers want to fly, such as food and beverage preferences, sensors to control hydration, temperature above their seat and health monitoring during the in-flight.
Radical changes to airport strategy through IoT technological innovation and customer experience improvements are providing a more personalized experience for airport travelers whilst lowering operational costs and maintaining better profitability. Whilst it has become a significant challenge to airports, the combination of smart management, technologies, and data analysis has helped better streamline customer efficiency and revolutionize the customer experience.