How technology is helping airports communicate with customers


How technology is helping airports communicate with customers

Communication is key at the airport, but it can also present a challenge. Airports vary in size but many are vast environments with multiple terminal buildings, such as Beijing Daxing International Airport, which spans more than 18 square miles in total. Added to that, most airports are busy sites with customers speaking a huge range of languages.


Effective communication is essential at the airport to get every passenger to their flight on time. As airports become increasingly modernised, innovative technology is playing a pivotal role in improving communication and the passenger’s experience.


Public Address & Voice Alarm Systems


Public Address & Voice Alarm Systems (PA/VA) are a fundamental element of communication within an airport; perhaps the most obvious example. PA/VA systems help passengers to find out gate numbers and reach their flights on time, including individual passengers who are delayed. PA/VA systems can be as simple as a microphone and speaker set up for use in a confined area such as the departure gate, or can be more sophisticated arrangements to make announcements throughout the departure lounge or the entire terminal building.


Innovative low current PA/VA systems are growing in popularity at airports because they do not interfere with the electrical operations of the airport, despite being in continual use. This rise in low current systems means that it’s possible for airports to deploy more sophisticated PA/VA systems without affecting operations.


Effective signage and information


Signage and information are essential at the airport and have a huge impact on the customer’s experience. At large international airports with multiple gates and flights departing, easing the passenger’s navigation around the site is a necessity. Many major airports now boast a large amount of digital signage, which is growing in popularity as an eco-friendly and fully customisable solution. Digital signage and video walls can easily be programmed to display any message or information, including emergency announcements. Videos and visuals displayed through digital signage can also help to overcome language barriers when communicating with passengers.


Information display systems such as Flight Information Display Systems (FIDS) are vital for helping customers get around the airport. These systems need to work effectively so that passengers can locate the correct check-in desks and gate for their flight. Modern FIDS software allows information to be shared in real-time across all display screens in the network, leading to ever-increasing accuracy and timeliness – two attributes that are essential where airport communication is concerned.


As well as FIDS, airport information systems can also be used to display information that gives customers a more enjoyable experience. This could include directions to amenities such as toilets, lounges, or currency exchange counters, or advertisements for stores, eateries, and products sold on-site.


An improved customer experience


Innovative technology can be used in multiple ways at the airport to communicate with passengers, thereby enhancing their experience. By enabling information to be clearly communicated, technology is key to modernising airports and both aiding and improving the experience for passengers. As these technologies develop, particularly where information systems are concerned, airports will be able to offer greater numbers of passengers a more and more streamlined and enjoyable travel experience.