Touchless Travel Technology at Birmingham Airport

REPORT AVIATION
INVESTIGATION BIRMINGHAM
AIRPORT
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TABLE OF CONTENTS
A) Rationale.....................................................................................................................................3
B) Literature review.........................................................................................................................4
Passenger experience with context of airport guidance...............................................................4
Different contact points of Airport where touch point can be used to enhance passenger
experienced..................................................................................................................................5
Key criteria that constitutes contactless passenger experience in context of airport...................6
C) Research methodology................................................................................................................7
D) Conclusion..................................................................................................................................8
REFERENCES..............................................................................................................................10
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A) Rationale
This entire project discussing about the proposal in context to Birmingham Airport in
regards to the touch less travel. This technology is about to provide access to the passengers
travelling from air remotely. This involves providing the hustle free travel experience to the
passengers trying to travel with support of the air plane. This involve receiving boarding pass
barcode on the mobile phone that can further provide access to a coupon print the bag tag
providing touch less check in facility (Yaqoobi, 2019). This proposal is represented in front of
the management of Birmingham Airport to improve the level of customer experience at the
airport premises. The major advantage of this proposal is that it will further improve the overall
experience of the travelling at the airport. This can further be stated as the modern and emerging
needs and demand at the airport. As the pace of time allowing people and customer with
different features and technologies that is also overcoming the time issue. As the pace of time in
modern world people are getting shortage of time and in such a situation to travel from the Air
require time consuming process before a passenger check in to the flight. This service makes
passenger more hustle free and allows the travellers to save quality time while travelling with the
air. This will improve the level of customer satisfaction at the airport hat will further improve the
traffic and revenue of the airport.
Birmingham Airport is associated with different stakeholder group such as customers,
management, government, air plane companies, airline sector organisation, suppliers like food
and many other stakeholders associated with the airport. This technology will maximise the
overall customer experience against utilising the services of the airport. The key advantage of
this all situation is that airport will get to access more profitable services and practices that can
effective allow the customer to improve the individual satisfaction level (Ciarallo, Ward and
Hill, 2017). Management of the airport will benefit with more effective revenue out of the air
traffic. Government will benefit with heavy taxes derive out of the airport revenue. This entire
study is trying to assess the decision making of the Birmingham Airport for adopting the touch
less travel technology at the airport to cherish the experience of customer at the airport. The
basic reason behind this study is that this can be stated as the modern requirements and needs of
the sector. Today the whole world is emerging and growing rapidly and in such a situation this is
important for the airport authority to improve the quality of services so that customer can benefit
with the friendly services and practices that can lavish the overall experience. The adoption of
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this technology will favour and empower the airport authority to enjoy better customer
experience and satisfaction along with increased revenue against the services and practices
undertaken by the airport authority.
B) Literature review
Literature review is a section involves the views and opinions stated by the scholars over
different topic of studios in context to the research study. This section comprises with the brief
understanding and knowledge over the topic of study involves different aspect and knowledge
with support of the views and opinions stated by the different intellectuals and scholars.
Passenger experience with context of airport guidance
As per view of Kim and et.al. (2017), in its study it clearly state tat passenger experience
is defined as the behaviour and appreciation of customer that is given to the airport authority
against the services granted to the respective passengers. This involves the precise way how
effectively the airport authority is capable enough to deliver the services and experience to the
customer exploring the practices of the airport authority. In context to any business model or
success the level of customer experience positively address by the authority play the most
valuable part. In context to the airport services the customer experience is influenced with
different factors and elements such as start from the time when customer or passenger enter into
the airport premises and it end with the consumer or passenger successfully could reach the
destination that it seek to go. All this is a part of the passenger experience in context to the
airport.
As the criticism has been made by the Kachiungo (2019), it can demonstrate that
customer or passenger experience is such a area that cannot be measured or monitored in any
way possible. This is practically experienced many times that in many situation apart or
irrespective of how excellently airport authority is able to deliver the services customers still feel
dissatisfied as the mood is not good or due to any other nature.
On the basis of the opinions stated by the Heikoop and et.al. (2020), it can demonstrate
that passenger experience in context to the airport sector is a most valuable asset the authority
can hold. Every time if the customer or passenger require to go somewhere it always explore
which travel way or route can be the more feasible and supportive for the travellers to travel and
make the travelling friendly. The services airport authority provide to its travellers make it more
feasible for the respective travellers to decide which or what way they should go and explore in
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