Airports Empower Passengers

According to the 2011 SITA Airport IT Trends Survey, respondents ranked ‘improving customer service’ as the primary driver for new technology investments. Says SITA, mobile services investments for passengers and staff continue to top the airport...

Ultimately, Ingalls relates that business should be driving the technology — whether its passenger processing or social media — both in terms of the ultimate benefit to the customer, and in terms of the economic and financial benefit to the airport and its partners.

“It was just prior to moving forward with common use some 15 years ago, we actually commissioned a very extensive technology master plan,” remarks Ingalls. “We have updated that since and I think there are a lot of other airports that have done that as well.

“Technology is becoming a much more integrated part to the master planning process for airports, and it should be.”

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