Development of Airport IT to Improve Customer Experience, Says Frost & Sullivan

Development of Airport IT to Improve Customer Experience, Says Frost & Sullivan PR Newswire LONDON, Oct. 4, 2012 - Advanced technological tools will allow better operational efficiency and revenue generation while maintaining high customer loyalty LONDON, Oct. 4, 2012 /PRNewswire/ -- Airport capacity constraints, strong air traffic growth and increasing competition among airports globally will drive investments on airport infrastructure. Implementing advanced technology solutions in airports is vital to maximise operational efficiency, improve the passenger experience and the quality of service offered to airlines. Airports will need to re-position themselves in the supply chain and become the entity that will ensure efficient collaboration of the stakeholders and operational excellence in order to satisfy the traveller. "Airports should track, record and measure real-time passenger data within the airport environment in order to understand passenger behaviour and improve their Key Performance Indicator (KPI) targets," notes Frost & Sullivan Consultant for Aerospace, Defence & Security, Lida Mantzavinou. In a recent study Frost & Sullivan reveals that airports set new operational and commercial KPIs with the 'passenger experience' at the core, aiming at minimising waiting times in various touch points, improving airline on-time performance, decreasing average turnaround time and improving overall non-aeronautical revenues.