AI in Airport Operations: Improving Passenger Satisfaction

A modern traveler expects an efficient, seamless, and personalized experience at every stage of their journey - from buying tickets and passing security control to shopping and dining within the terminal. Yet passenger voice is often ignored inside the airports. Passengers and their point of view towards AI remain the least studied topic among all AI applications in airports. Let's be honest, most airports prioritize safety over satisfying customer journeys.

While safety is paramount, achieving it doesn't always need to be cumbersome and bureaucratic. It is time for more airports to embrace passenger-centricity including in security processes by focusing on customer experience. This in turn should get them more repeat travelers, revenue, and improved national reputation, as airports serve as gateways to the country - all without sacrificing safety.

AI-powered solutions can help airports achieve this by improving processes’ speed and convenience and offering tailored travel options, making flying smoother and more enjoyable. This article explores how AI enhances airport operations, the challenges of AI integration, and the future of AI in transforming the air travel experience.

Streamlined Check-in

Conventional check-in still could be time-consuming and cumbersome. Most people dread standing in line to drop their bags even if they are already checked in online.

A biometrics airport self-check-in kiosk is a unique biometric device that can identify passengers by scanning their fingerprints, faces, irises, or other types of biometric identifiers. This allows for way faster check-in, immigration inspection, and boarding. For most convenience, such a kiosk can be equipped with bag weights and labels so that you can drop off your luggage right there at the kiosk without the involvement of the airline crew.

At this point, a “digital baggage passport” could be created by Computer Vision technologies, enabling better bag recognition and tracking (see details in the next section).

Face recognition systems preceded by a passport scan at check-in further facilitate border control by removing manual passport checks, reducing wait times.

Passengers flying through Abu Dhabi's Zayed International Airport might no longer need to present their boarding passes as early as next year. They may check-in for flights via facial recognition. Meanwhile, Abu Dhabi Airport is developing its "Smart Travel" project, entailing deploying biometric authentication AI into all security checkpoints in the airport by 2025. The project would tap into databases from the United Arab Emirates' Federal Authority for Identity, Citizenship, Customs, and Port Security to "automatically authenticate travelers," the local government said in a statement in July. This will eliminate the need for prior registration, usually required of passengers upon arrival at the airport.

A few European airports like Vienna, French Airports, and Fraport already tested and implemented face recognition in their check-in process.

Baggage Handling with AI Automation

Although a work in progress, AI is gradually turning baggage handling into a smooth, passenger-friendly process, which traditionally was the main factor for delay and inefficiency. Using such AI-driven solutions as automated baggage drop-off points with real-time tracking systems enables passengers to track their luggage throughout the journey, reducing anxiety about lost or delayed baggage.

Thus, IDEMIA Public Security's AI-powered luggage identification solution, ALIX, offers an innovative approach to enhance luggage management processes, reduce expenses, and ultimately improve the passenger experience.

Advanced machine learning algorithms contribute to predicting luggage flow and optimizing sorting and loading processes to guarantee that baggage reaches the right destination on time. AI-powered robots applied to baggage handling further streamline the processes with minimum human error, downtime, and higher reliability.

A year ago in the baggage hall at Schiphol Airport, employees started working with the first of the airport's new baggage robots. It is taking over the heavy physical work-lifting suitcases-off the hands of baggage handling staff. Because the employee and the robot work together, the airport expects the robot to be able to lift at least 80% to 90% of all baggage items without problems when used on a large scale.

Faster Security Checkpoints

One of the biggest headaches for travelers is the long queues at the entry security checkpoints or even worse during international transfers. AI recognition, advanced scanning systems, and predictive analytics have the potential to fully transform the security processes.

Computer Vision (CV)-powered queue management systems can monitor passenger flow, rerouting passengers and reallocating staff to reduce congestion. This minimizes queue length, which is essential for passenger satisfaction, particularly during peak travel times.

Predictive AI algorithms can forecast which spots in the airport will be busy based on aircraft arrivals, weather, holidays, and other factors and suggest alternative routes to passengers and/or optimize staffing levels to avoid bottlenecks.

Here solutions like Awareye come in handy. Their people flow solution leverages cutting-edge computer vision technology along with existing CCTV systems to track crowd density in real-time. Powered with advanced Vision AI models, Awareye helps airports manage passenger flow, reducing bottlenecks at security checkpoints and departure gates.

Additionally, the algorithms can provide visibility to customers for approximate waiting time to pass security or passport control. A combination of 3D sensors and airport-specific software solutions like Xonis ensures high accuracy and low cost of operation.

More Efficient Security for Safer Travels

While security must remain a priority, outdated processes offer little efficiency and comfort. First, Computer Vision solutions can help staff perform carry-on scanning and checks.

These tools can reduce manual inspections and improve the detection accuracy of potential threats by spotting anomalies in real-time. Recently Frankfurt airport installed mm-wave, AI-enabled passenger scanners. According to the company, the scanners employ millimeter-wave technology and AI algorithms to detect prohibited items while reducing false alarms.

Secondly, AI can analyze people's behavior such as gait, gestures, and facial expressions to spot suspicious activity and target high-risk passengers. Isarsoft offers a video analytics solution that alerts upon identifying suspicious behavior and unattended items. The software is trained to recognize specific actions such as aggressive behavior or individuals loitering in sensitive areas— activities that could indicate a security threat. By detecting such behaviors, video analytics systems alert security proactively, possibly before any actual threat is realized.

Another incredible solution for detecting unusual or abnormal behavior is Bosch Security for airports identifying the preliminary stage of criminal activity or other serious situations. Their intelligent security cameras continually evaluate real-time footage, and if necessary, alert security personnel.

The cameras are equipped with built-in video analytics and detect the behavior of a person who is about to do something unexpected and potentially dangerous. For instance, cameras scan people or vehicles in a crowd for motions that appear abnormal, such as walking in the wrong direction on an escalator or stopping a car at an unusual place. Alarms can also trigger the cameras to automatically track the object of interest and dynamically adjust the field of view, providing visual information to the control room.

Such security solutions appear to be effective as they are extremely targeted. Instead of scanning and disrupting every passenger, they act as needed, allowing harmless passengers to go about their journey undisturbed.

Personalization of Travel within the Terminal

Personalization is key to enhancing passenger satisfaction, and AI can help enable airport services according to the preferences of each traveler. Even before entering the airport, recommendation engines in ticket booking systems recommend the best travel routes based on travelers' preferences and needs.

Gerald R. Ford International Airport is leveraging AI to improve accessibility for Deaf and hard-of-hearing travelers. Through a pilot program funded by its FLITE initiative, the airport tested Signapse, an AI-driven service that provides real-time flight updates and announcements in American Sign Language (ASL) via video displays. This use of AI bridges communication gaps and improves the travel experience, especially during critical moments like flight delays or gate changes. While the technology is no longer in use at the airport, its development continues, highlighting the airport's commitment to inclusive travel solutions.

Within the terminal, AI can provide personalized recommendations on which food to eat and where to shop. Grab, an airport e-commerce platform, uses AI to personalize dining and shopping options for travelers. It integrates with airport apps and allows passengers to pre-order food or shop based on their preferences, flight schedules, and proximity to specific gates.

Specific airport AI-powered mobile apps can provide real-time notifications on flight status, and gate changes, or suggest security lines that are the shortest.

Such popular flight-tracking app Flighty uses machine learning on aviation data to predict delays and provide clear reasons, such as weather, air traffic control, or operational issues. Its advanced models analyze patterns to deliver accurate, real-time notifications, like “Delayed 24m. Due to thunderstorms.”

AI-driven chatbots and virtual assistants provide solutions to travelers' queries about flight status, terminal locations, and available facilities in an airport. These AI assistants operate 24/7 to offer ongoing support, reducing the pressure on the human staff. The result is that passengers will get prompt support for all their queries, reducing stress and making their travels easier.

For example. Melbourne Airport has a great AI chatbot that covers most customers' use cases and provides digital assistance to users on both their website and Facebook Messenger.

Another great case is Gail, Gatwick's automated chat assistant, based on Facebook Messenger. Gatwick Airport wanted to improve customer experience and the quality of conversations with clients. This chatbot takes the role of a guide and helps customers save time by helping them find all important information before entering the airport. You can find a flight and plan your free time at the airport by visiting shops and cafes. This AI-powered chatbot provides easy-to-access travel information 24/7.

Challenges

• Data Privacy and Security Concerns: AI requires many sets of personal data, while facial recognition, in particular, demands biometric data. The protection of this data and the guarantee of responsible usage is a prime concern.
• Cost of Implementation: Implementing AI infrastructure may require significant investments in technology, equipment, and the training of employees. Smaller airports may be unable to get advanced AI systems due to budgetary constraints.
• Technical limitation dependency such as loss of power, system failure, and hence breakdown of operations. Striking a balance between automation and human control is important to avoid overdependency on technology.

What's next? Airport 4.0

Airport 4.0 is about integrating high-end and advanced digital technologies that create intelligent and efficient passenger-centric airport ecosystems. This allows Airport 4.0 to connect all operations within an airport, from checking in, to baggage handling, and security. This is achieved when IoT, AI, Machine Learning, and cloud computing are combined. Smart sensors monitor real-time data to optimize the flow of passengers, predict equipment maintenance, and enhance resource allocation. AI-powered solutions make for personalized experiences, and automation creates efficiency not only in the travelers' journey but also in the airport staff's operations. On the subject of Airport 4.0, innovation for flying would encompass digital transformation and efficient operations that ensure seamless journeys and sustainable growth.

Conclusion

AI has put into sharp focus the future of airport operations and promised a future wherein efficiency, personalization, and innovation are at the forefront of the passenger experience. As AI streamlines baggage handling, security checks, and passenger flow management, it ensures reduced delays and adds convenience and comfort for passengers.

Although data privacy and implementation cost present a challenge, its long-term benefits – from improved operational efficiency to increased passenger satisfaction – can hardly be disproven. With AI technologies continuing to evolve, the airport pushes to go further in making smarter, safer, and more enjoyable travel experiences. Embracing AI will be much more than operational improvement; it is re-imagining the journey whereby flying becomes an enjoyable part of the adventure, not just a necessity.