Issue link: https://pros.com/learn/i/1527449
25 In envisioning the future of airport operations, we see airlines aiming to revolutionise the passenger experience by leveraging advanced technologies and streamlining processes to minimise the need for manual staff intervention. The vision should be to create a seamless, largely automated journey that allows passengers to manage their entire travel experience independently. A core component of this transformation involves optimising passenger processing through real-time data and eliminating redundant DCS records. This streamlined approach not only enhances operational efficiency but also ensures consistency and accuracy across various touchpoints, thereby improving the overall passenger experience. Integral to this vision is the adoption of biometric and digital ID technologies. By fully integrating these capabilities into the airline's systems, the airport experience becomes more fluid and efficient. Passengers will utilise digital identification for travel, reducing the need for manual document checks and expediting the process. This shift aligns with the goal of enabling passengers to handle their own journey, including seat selection, API entry and bag identification through intuitive digital interfaces that are orchestrated and controlled within the airline ecosystem. To achieve this, the airline will focus on several key areas: • Off-Airport processing: Verification and confirmation of passengers' eligibility to travel will be conducted before arriving at the airport. This reassures passengers that their documents are in order and reduces error-prone manual processes at the airport. Passengers will have an overview of the products they are entitled to and will be able to add additional services at any time. • Baggage: With many processes that currently require a 'check-in' being completed ahead of time, it will also enable baggage to be handed over outside the airport. Advanced digital identification of bags will allow for options such as home pick- up and other drop-off points without the need for printers at all touchpoints. • Customer service: While a fully unmanned airport is not feasible, roaming agents can assist passengers who encounter issues. Additionally, a centralised support hub can be established to handle more complex processing where self- service solutions cannot meet passenger needs, using various communication channels, including chatbots and social media platforms. • Disruption management: Automated systems will manage disruptions by predicting potential overbooking situations and offering proactive solutions. Enhanced automation and communication tools will address service disruptions more effectively, reducing passenger dissatisfaction and operational burdens. • Training and simplicity: Training will be streamlined to emphasise essential customer interaction skills and specific airline procedures. The central support team will receive comprehensive training to handle complex cases, ensuring high-quality service. Simplifying processes will be prioritised to maintain consistency and efficiency across airports.