Seamless Journey
Travel will be more personalised, touchless and automated, creating a seamless journey and an enhanced customer experience.
While technology streamlines the journey, our people will have an ever-evolving customer experience role to play, ensuring the person-to-person contact that differentiates great service from good service remains a tenet of our core operations.
Autonomous vehicles will shuttle you from your home or hotel to the airport or from your vehicle to the terminal, while EV charging will be integrated with parking systems. Self-service check in and bag drop kiosks will continue to evolve, become more intuitive, and expedite the boarding process. Checked-in bags will be picked up from your home or hotel and dropped at your destination, with bag tags replaced by digital identification built into luggage. Advanced bag tracking devices and sensors will allow you to monitor your luggage’s location and status in real time on a personal device. Automated conveyors and robotic handlers will efficiently move bags at the airport.
Enhanced security including biometric identification will replace physical passports and travel documentation, creating a smooth passage with no queues through security, immigration, lounge access and boarding.
Virtual Reality (VR), Augmented Reality (AR) and Artificial Intelligence (AI) will transform customers’ experiences. Personalised digital wayfinding on your device maps and monitors your path through the terminal in real-time, including where to pick up your pre-ordered food and online shopping, and alerts to remind you when to be at the gate for boarding. Virtual personal assistants will provide real-time updates and respond to queries.