How IoT can Enhance Customer Experience at Airports

How IoT can Enhance Customer Experience at Airports

How IoT can improve CX at Airports

From arrival to security checks that people face in an airport, it can prove to be hectic and irritating. The passengers have to go through multiple checkpoints in order to board a flight. In the end, it all becomes an experience that no passenger likes.

However, things are changing with the enhancements of technologies. Over 95 percent of passengers carry a mobile device while visiting airports. And that presents a great opportunity for airports to integrate IoT in their services to improve the customer experience. The well-connected Internet of Things can not only reduce the time requirement, but it can also improve the security measures for an airport.

IoT and airport customer experience


Here, in this article, you will find all the customer experiences that can get an immense level of improvement with IoT.

1. Effortless security checks

The security checks are the biggest considerations for customers as well as airport authorities and IoT can become an effective solution to that problem. The automatic sensors can be implemented at security checkpoints which can help to reduce long queues.

These sensors can connect to the mobile device of the passenger to know the person’s identity and boarding details. The same information can reach the security guards on her device along with the analysis reports of their luggage.

The facial recognition technology can also be attached to the security checkpoints. A customer can opt for such a technology, which will allow airport authorities to match his or her facial features with the data available in blockchain systems.

As a result, every security point will receive information related to the identity of the passenger, which will reduce the time requirement of security checks.

2. Easy luggage handling

Another aspect of customer experience that people care about is luggage handling. Airport authorities can include the smart device features in their baggage management.

First of all, the luggage should provide the ability to the passenger to receive information regarding the weight of the luggage on their mobile device. Also, it should include a mobile payment facility too. Authorities can include tracking sensors in the scale to get a report of the baggage.

There are smart bags available in the market that provide valuable reports regarding the temperature, g-force, humidity and other data on a smartphone. These smart bags are able to give alerts whenever the bag is opened. Similarly, the bags have an automatic lock system, which activates whenever the luggage gets out of reach from your mobile device.

The airport security can open and check your bags, but the complete report can appear on your device. This can reduce the problem of losing your items from the luggage.

3. Boarding assistance

IoT facilities can also improve customer experience in terms of boarding. The information about the flights, directions, and location can help passengers navigate their way in an airport on their own.

The smart devices can become their personal assistance and lead them towards the right direction. The devices can offer an exact boarding time to the passengers. So, a passenger doesn’t have to keep waiting in one place for the boarding turn.

There are various other customer experience aspects that IoT can help with. But, it is all about correct application.

Do let us know in case there are any other ways through which IoT can elevate the overall airport experience!