Airport IT – Finding the Cost and Service Balance

Overview

Airports are continually searching for ways to differentiate themselves and better compete for passenger and airline business. Passengers and airlines consider a variety of factors in choosing a facility. Is there easy access to parking and passenger drop off at the airport? Is check-in a smooth process and hassle free? How long does it take to get through security? Are the airport gates dedicated or common use? Is baggage claim a smooth process? The investments and decisions an airport makes affect the passenger experience and determine who will use the airport. Among these investments, there is one that airports depend on for many functions of the airport: information technology (IT). Interaction with technology influences the passenger experience and airport efficiency at every step. Technology plays a role in:

• airport management
• partnerships with the airlines
• simplified passenger travel.
  

The challenge is to find a business approach to IT that balances the underlying needs of passengers while meeting the business and financial needs of airlines and airport management.

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