Making the check-in process completely touchless is the main priority for airports and airlines to help protect passengers and staff, improve the passenger experience, and drive efficiency.
Biometric technology is the focus for airport investment with 64% of airports aiming to roll out self-boarding gates using biometric and ID documentation by 2023, three times as many as in 2020.
Most airlines now want mobile touchless payment options for all services provided. All essential customer services will become contactless from booking to arrival, including automated lounge access and mobile delayed baggage reporting, says SITA.
Airline mobile applications for passenger services is a priority with nearly all (97%) of airlines having major programmes and R&D in place by 2023. By 2023 the majority of airlines plan to send passengers real-time notifications on their mobile devices about their bags and plan to provide real-time bag-tracking information for staff.