Friday, May 12, 2017

An Airport in Your Pocket

Kempegowda International Airport, Bengaluru or the BLR Airport is one of India’s fastest growing airports, operating about 500 flights a day and handling over 22 million passengers a year. The third busiest airport of India was finding it challenging to manage their increasing traffic, and therefore decided to embark on a digital journey to address the same.

Digital transformation of an airport is really interesting because an airport authority has to manage collaboration between multiple and highly demanding stakeholders. It’s like a landlord managing multiple tenants—aircraft, security, immigration, parking, retailers, just to name a few. Seamless collaboration between these ‘tenants’ is required to achieve the ultimate objective of ensuring a smooth and hassle-free journey for the passengers.

So if flights are delayed for instance and the immigration and security staff are informed late, then it will lead to chaos as passengers land and start queuing up. If the ground staff doesn’t get timely information about which bays are assigned to incoming aircraft, then they get delayed in executing their duties like passenger de-boarding process, etc. All this will ultimately lead to passenger dissatisfaction.

On top of all this, the passengers themselves have to deal with so many complexities like managing multiple documents (e-ticket, ID proof, boarding card, baggage tags, etc), hunting for and searching through the flight information display systems for flight status, looking for the boarding gate, finding out the baggage belt number on arrival, and so on.
11/05/17 CIOL