Innovation and digitalisation across the passenger journey and the effect on the business model

While passenger expectations are rising, digitalisation at airports is often still in its infancy. Airports are caught in the brick-and-mortar-conundrum: while the half-life of new trends is extremely short, it takes years until investments in infrastructure pay off. Today, the airport experience for travellers is mostly characterised by a time-consuming stop-and-go process and a rather static retail and food and beverage (F&B) offer. To meet passenger expectations, which have significantly risen in recent years, it is essential for airports to evolve. Digital innovations open unprecedented opportunities to accelerate processes, individualise offers and enhance passenger experience, thus contributing to a higher passenger satisfaction and an increase of non-aviation revenues. With its vast experience from over 155 successfully completed projects, Munich Airport International is supporting airports around the world with strategic advice on how to enhance their passenger experience and commercial concepts, among others. This paper analyses the status quo of the passenger journey and discusses the problem areas associated with it. Showing examples from Munich Airport and Terminal A at Newark Liberty International Airport, it introduces and evaluates innovations that will have a substantial effect on the business model of airports. Eventually there will be a paradigm shift, from airports being mere transport hubs to being complex business platforms.