Transforming The Experience

IATA will be address the challenge of improving the passenger experience as demand rises at its inaugural Global Airport and Passenger Symposium (GAPS).

The primary drivers of change are expected to be data-driven technology solutions. GAPS will help stakeholders across the aviation value chain map out the future around four main areas of change:

  • The Transforming Airport: Technology will enable the transfer of some airport processes offsite and transform how passengers board their planes once they are at the airport.
  • The World of Interactive Data: The real-time exchange of operational data is enabling collaborative decision-making and creating business opportunities to serve customers better.
  • The Seamless Journey: Back office efficiencies (ONE Order) and innovation in identity management (One ID) offer the possibility to revolutionize airport processes.
  • The Aircraft Experience: Improvements in aircraft design and on-board systems will enable product innovations that customize the passenger experience while expanding revenue-generating opportunities.

Nick Careen, IATA’s senior vice-president, airport, passenger, cargo and security, observed: “Air travel is expected to double by 2036, the industry will not be able to handle the growth or evolving customer expectations with the current processes, installations and ways of doing business. GAPS brings together experts to share research and learnings and collectively shape solutions for the future passenger journey.”

The first edition of GAPS will take place in Athens, Greece from Oct. 2 to Oct. 4 October and over 500 senior delegates from across the travel value chain are expected to attend.

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