Passenger terminal development in the digital age

It is undeniable that we are in the midst of a digital revolution that holds the promise to reinvent the entire air travel experience. The 21st century is being defined by pervasive digitisation and is characterised by disruptive and transformative processes that are underway in virtually every industry. Digital trends such as (1) social media, (2) the sharing economy, (3) hyper-personalised connectivity and (4) the Internet of Things are already transforming travel. In addition, it is forecast that air travel demand will double in the next 15 years. This new digital age presents the opportunity to not only reinvent the travel experience, but also to develop solutions that result in cost-effective capital expenditure and optimise existing infrastructure. Unfortunately, there is a general lack of a coordinated mindset that puts the passenger first. The air transport sector needs to move away from the legacy of organisations that exhibit entrenched ‘tribalism’ and self-interest. Airports, airlines and government agencies need to collaboratively begin to identify and utilise the technological opportunities that are now becoming available. To achieve this will require a level of trust and sharing of data to even begin the process of innovation. Though digital solutions are being developed at an airport-by-airport level, to achieve any meaningful change in the global air travel system will require global solutions involving truly collaborative initiatives. This paper explores the opportunities and challenges faced by airport operators in redefining the passenger terminal aligned to the 21st century digital age.