New Trends in Passenger Mobile Device Functionality at Airports

The average consumer uses a mobile device for just about everything—from banking and shopping to stock trading and ticket purchasing—and in recent years, that has started to include airport services. Passengers use their personal devices for check-in, booking, payments, and other services; and many airlines and airports use mobile devices—usually tablets—to help process or assist passengers. This trend is here to stay, with expansions to mobile passenger services being tested and implemented in many airports. These expansions typically include at least the following services:

Access to traditionally kiosk-only features (such as on-airport check-in, baggage selection, and lap child addition) on an airline’s mobile application (app)
Ability to upload forms of identification to a mobile device for use at a security checkpoint
Enrollment in biometric programs

These services give both airport and passengers a more efficient experience at key points in the passenger journey. To use these services, depending on the specific installation, passengers may be required to download an app; tap their mobile device near an airport device using near-field communication (also called NFC); scan a QR code to open a menu on their device; or perform some combination of actions.

Industry Status

Several airports and airlines have recently deployed mobile device–based services; this section provides a few examples.

Traditionally Kiosk-Only Features Moved to Passenger Mobile Devices

An illustrative example of the move from kiosks to passenger mobile devices is Europe’s largest airline, Ryanair. Ryanair has partnered with an information services company “‘to deliver brand new [bag drop] check-in kiosks, ensuring a quick and easy experience of just three minutes max, all conveniently done from the passenger’s phone,’ the airline said.”^[1] For instance, instead of having to enter check-in details on a kiosk or bag-drop machine, passengers at the airport can conduct the entire bag-tag and bag-drop process directly from the Ryanair app on their mobile devices. The only hardware required is a compatible bag-tag printer, weight scale, and conveyor belt. The app communicates with the peripherals using a blend of wireless technologies, which eliminates the need for up to 90% of the existing infrastructure, providing a low-cost and sustainable alternative.

Another feature that airport and airline operators may consider is mobile alerts that inform passengers of their mobile device options when they enter certain locations, such as the check-in hall. Along the way, the airline app gives passengers instructions—in the language of their choosing—on how to connect with on-airport devices. This move to mobile device–based processing provides airport operators with more options, such as opening airport check-in halls for other uses and more airline tenants. As of 2022, the same information services company that partnered with Ryanair is enabling airline apps that service hundreds of millions of passengers and working with many of the world’s largest airports and airlines to achieve this transformation.

Digital Identification

One service providing passengers with greater convenience is the ability to upload forms of identification to their mobile devices. This has necessitated tight collaboration between airport operators, airlines, industry stakeholders, and the Transportation Security Administration (TSA). In one example, a firm in collaboration with American Airlines developed an app that gives passengers the ability to upload passports or driver’s licenses to their mobile devices.^[2] This app can be used instead of a physical ID at TSA checkpoints at Dallas/Fort Worth International Airport, with expansion to other locations planned. The company states that the platform can “enable single enrollment for biometrics across airports, hotels, and more.”^[3]

In another example, Phoenix Sky Harbor International Airport (PHX) partnered with the TSA and another firm to test a new digital ID.^[4] The firm worked with a technology company and the TSA to bring the digital ID to a digital wallet app, after which the ID was accepted by the TSA. In 2022, the digital ID was tested at PHX; this test allowed passengers to add their driver’s license to their wallet app profile and use the app at the checkpoint in place of a physical ID card.

Biometric Enrollment Through Passenger Mobile Devices

One leading common-use technology provider now has software development kits that can enable passengers to use their mobile devices to enroll in biometric programs.^[5] By using their mobile devices, passengers at participating airports no longer need to stop at a kiosk or counter to enroll their biometrics.

Benefits and Impacts

The following are some general benefits and impacts of this push to passenger mobile devices:

Business Benefits/Drivers

Reduction in physical equipment needed to process passengers
More space in airport facilities for other uses
Frees up staff to help passengers with specific needs or questions

Transformational Impacts

Changes how passengers interact with airlines at the airport
Can enable more use of biometrics
Streamlines/quickens the passenger journey through the facility

Design Considerations

Drastic impact on future terminal design/expansion because less equipment would be needed
Possible need for additional network connectivity around the facility

Conclusion

The specifics of these mobile solutions will likely change over time, but passengers will always prefer more control over their journey and more convenience at stressful points. Any solution that enables this control and convenience—especially while simplifying physical infrastructure—should be considered by airport operators looking to better serve their customers.

Other recommended reading on this site:

5G Wireless (Technology Focus article)

Internet of Things (Technology Focus article)

Private Cellular Networks: CBRS and OnGo (Technology Focus article)

Digital Transformation in Airports (Applied Technology in Airports article)