Creating a Touchless Passenger Experience

As reopening stages begin amid the COVID-19 pandemic, airports continue to take aggressive steps to ensure the health and safety of passengers and staff. The way forward requires sharp focus on prevention measures and operational solutions, where technology is the common denominator for powering a touchless passenger journey.

New Internet of Things (IoT) implementation, expanded wireless coverage and flexible deployment models can facilitate a more touchless travel experience, helping airports meet health guidelines and rebuild consumer confidence. Here’s a guide to these evolving airport technology trends.

Digital Transformation Redefined

Passenger flow predictions, runway monitoring, smart metering and baggage tracking have been at the forefront of IoT-enabled airports. Expanded use cases airports are considering now include:

• Social distancing measurement — digital cameras and sensors that monitor the average distance between passengers and staff
• Security checkpoints — self-service facial recognition and biometrics devices for contactless entry
• Mobile concessions — in-app ordering and delivery, as well as dispersed Point of Sale kiosks with self-service payment for food, beverage and retail
• Cleaning and maintenance — ionization, ultraviolet light technology and robotic cleaning scrubbers to rigorously disinfect
• Health check screening — temperature checks via infrared scanners, sensors and autonomous thermometers for airport and airline employees, and as mandated for passengers
• Passenger communications — proximity-based digital signage, virtual queuing or volunteer notifications, Wi-Fi connection portal messaging and PSAs to remind passengers and staff of health and safety protocols
• Staff and first responder communication — push-to-talk devices for secure 2-way message transmission

Similar to sustained changes to the travel industry after 9/11, the technology solutions and safety measures airports implement now are likely to become the industry standard for the future.

Tailored Network Technologies

To deliver practical and essential IoT use cases, airports must lay the foundation with the right wireless implementation. Beyond Wi-Fi and cellular distributed antenna systems (DAS), technologies like private LTE (PLTE) and millimeter wave (mmWave) can be used to address increased in-building connectivity requirements.

PLTE relies on the 3.5 GHz CBRS spectrum band to connect IoT devices and sensors, facilitate private communications and augment an airport’s overall wireless coverage and capacity. Boingo launched the first airport PLTE network over CBRS at Dallas Love Field. The network was designed for airport personnel to manage operations more efficiently. Because it offers a secure network, PLTE is a standout connectivity solution for many IoT use cases that support airport recovery efforts.

mmWave is a key 5G technology well-suited for dense environments as it can add network capacity where airports need it most, whether for passenger communications or self-service kiosks.     

Solving network connectivity will not be one size fits all and will call for a converged approach that applies the right technology to the right use case.

Secure, Flexible Models

The unrelenting increase in mobile data traffic, combined with 5G and IoT demands, creates a complex wireless environment for airports that can seem daunting, especially given the current environment.

“Neutral host” has emerged as an optimal business model for powering varied connected use cases and managing all flavors of spectrum bands. It consolidates diverse networking solutions under one managed platform to seamlessly connect both people and things, and monitor performance. The approach works by sharing equipment and resources among multiple wireless operators, making it easier and more economical to provide wireless services. It also implements a layered cybersecurity architecture to protect data and safeguard assets. Given the need for multiple network solutions tailored to each IoT use case, a neutral host approach is now increasingly important.

Airports have — and will continue — to rise to the challenge through innovation and a resilient spirit. This latest challenge will serve to push the transportation industry forward into a whole new era of travel. Now, more than ever, we’re in this together.

Danielle Aiello is vice president, account management at Boingo Wireless (NASDAQ: WIFI), a leader in wireless connectivity for more than 100 major airports around the world. Aiello works with Boingo’s airport partners to ensure 5G wireless solutions positively impact operations and the passenger experience. Connect with Boingo at boingo.com and Aiello on LinkedIn at linkedin.com/in/danielledaiello.