For any passenger, throughout the airport journey there will always be questions that need answers – be it the location of a gate, where is available to eat before boarding, or whether a flight is departing on time. “Travel is a high-stress activity for passengers, having to navigate unfamiliar spaces, often within a limited amount of time,” Carrasco said. “A high-quality directory and wayfinding experience helps passengers find where they need to go, while also providing information on their flight status, how long it will take them to get to the gate, and shopping or dining options along the way.”
The NCR Wayfinding solution is truly omni-channel, centrally managed to deliver consistent wayfinding information to mobile, the web, and self-service devices within the airport. Each experience is totally optimised for the capabilities of the device, with multi-touch zooming, rotation, and map navigation. “We can even integrate gate-level wayfinding for airlines’ mobile apps for all of their hub airports,” Carrasco added. Passengers can access this information via web or tablet, an app on their smart device, or on interactive screens within the airport itself, to access not only the location of their destination, but also the optimal route to get there. While core functions of the solution are consistent between airports, the solution is designed to integrate directly with the airport’s own Flight Information Display (FID) system.
The first and most important job of an interactive wayfinding solution, Carrasco explained, is to help people find their gate quickly and easily. Beyond that, NCR’s Wayfinding solution is also designed to help people find airport amenities like dining and shopping. “Our annual Traveler Experience Survey found that approximately 1 in 3 passengers are more likely to make a purchase after seeing it promoted through airport digital signage. So instead of just waiting for 30 minutes at a gate, travellers can be incentivised to grab a bite or do some shopping without fear of finding their way back to the gate in time to make their flight,” he said.
One of the best examples of NCR’s Wayfinding deployments is at Dubai International Airport, where the solution is deployed in all passenger facilities. The airport is unique in that a very large percentage of passengers are transiting, and of those, many are there for more than four hours. Being able to cater to passengers who want to explore the airport is important, especially for the airport’s duty free retail operations.
The airport experience of the future
The next generation of solutions that improve the passenger experience will revolve around convenience, minimising waits, and maximising the time that a passenger can engage in enjoyable activities, Carrasco determined. “We expect the passenger’s mobile device will play a key role, both for accessing information, and for the airport/airline to be able to identify and locate passengers as they move through the facility. Both airlines and airports will continue to make advances in understanding the passenger at an individual level, and proactively help tailor an experience aligned to the passenger’s preferences, all informed by their time and location constraints.”