Growing Demand of Contactless Passenger Experience in Aviation Industry

This research project focuses on studying the growing demand of contactless passenger experience in the aviation industry. It explores the impact, challenges, and quality of services in contactless. The objective is to develop an understanding of contactless services among customers, identify the impact of contactless services provided by the aviation sector, examine the quality of services, and recognize the challenges faced by customers. The research is based on a literature review and secondary research.

Research project CW-
Aviation investigations

TABLE OF CONTENT
Main body........................................................................................................................................1
Rationale......................................................................................................................................1
Literature review..........................................................................................................................2
To develop understanding about the concept of contactless passenger experience....................2
Identify the impact of contactless services provided by the aviation industry............................3
Quality of services in contactless................................................................................................3
Challenges faced by customers....................................................................................................4
Methodology................................................................................................................................5
Conclusion.......................................................................................................................................7
REFERENCES................................................................................................................................8

Title – to study the growing demand of contactless passenger experience in aviation industry – a
study on touch less travel
Objective
 To develop understanding about the concept of contactless services among the customer
 To identify the impact of contactless services provided by the aviation sector to
customers
 To examine the quality of services provided to customer in contactless services
 To recognize the challenges faced by customers to use contactless services
Main body
Rationale
The reason why we have chosen this topic is to know about the concept of contactless
passenger experience and why touchless travel is in demand these days. As in this situation of
pandemic to maintain social distancing customer demand touchless travel. Contactless
technologies have demonstrated to be a distinct advantage for the air transport industry and past
lately. airlines and air terminals have altogether limited their spending, touchless innovation
stays a high venture need. endeavors increase rapidly to make a touchless traveler experience at
the air terminal climate. making the check-in process totally touchless has been a need for
airlines in the previous year. airlines has presented a few contactless strategies for fundamental
travel including contactless booths, Passenger Reconciliation System (PRS), contactless
payments at the air terminal, just as improved features on its mobile application to help guarantee
a smooth and safe travel insight.
Airline acquainted an end-with end touchless travel program empowering travellers to
registration for their flight distantly utilizing their mobiles at the 44 airportsin its network.
Biometrics innovation additionally has a significant part to play in making a touchless travel
insight. The execution of the innovation in the aviation industryhas been well in progress in the
previous few years, however its capability to work with a more contactless travel experience has
sped up the appropriation significantly further in the wake of the COVID-19 pandemic. In
occasions when travelers have gotten more careful about contacting surfaces, a few airline have
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made updates to their inflight amusement to offer a contactless encounter and empower a BYOD
(bring your own device) model.
The contactless experience vision has likewise built up changes to the manner in which
individuals shop at the air terminal. better approach for retailing that copies a start to finish
computerized shopping experience which we accept is the eventual fate of retail, even after
COVID-19. Air terminals are likewise collaborating with cafés the terminal to make it simpler
for travellers to utilize their cell phones to arrange food and conveyance. Contactless payments
were at that point a typical pattern path before the pandemic. For example, customer brands like
Apple, Google and Samsung started adding digital wallets to their mobile items. In the previous
few years we have additionally seen various airlines adjusting to this pattern.The pandemic has
sped up this pattern much further, driving buyers to change their behaviour, and air terminals,
aircrafts and retailers to speed up their selection of the innovation. This research will benefit
passengers who will travel in future in this pandemic. As travellers will know about contactless
passenger experience and can save himself or herself from coronavirus. The investigation will
also beneficial for aviation industry as it will help them to understand about contactless travel
and provide ease to introduce it. Scholars will also get benefit from it who will research on same
topic in the future.
Literature review
To develop understanding about the concept of contactless passenger experience
According to the view of Serrano and Kazda,(2020)As the world hopes to recuperate post-
COVID, the flight business should support traveler certainty by empowering contactless traveler
choices all through the journey. Air terminals that are getting ready for recuperation post-
COVID19 comprehend the significance of boosting traveler certainty and guaranteeing security.
To do as such, technology will assume a huge part in refreshing air terminal travel arrangements
and techniques. While the levels of air terminal recuperation will loosen up absurd piece of year
and a half, the initial step is to make a contactless passenger journey. The contactless passenger
journey measure starts before somebody even enters the air terminal. It begins with biometrics
enlistment that should be possible with a cell phone used to catch a facial picture by taking a
selfie. From that point, check-in should be possible from the parking structure or at curbside
pack drop, coordinating with the boarding pass to the facial picture, and limiting contact for
when a traveler enters an air terminal.
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Dragović, Stankov and Vasiljević,(2018) said thatThere are a few significant touchpoints
associated with a traveler's journey from the time an individual leaves out from home to showing
up at the flight air terminal, to loading up the airplane before take off. airlines is prepared to
assist with driving edge innovation that is accessible presently to help travelers in moving
securely and unquestionably through each touchpoint. arrangements decrease contact between
travelers, air terminal and aircraft staff and take out the physical act of contacting surfaces.
Furthermore, in light of the fact that this is unique, airlines are keeping fingers on the beat of
progress, to rapidly create improvements that will additionally reestablish traveler certainty.
Identify the impact of contactless services provided by the aviation industry
According to Yang, (2020) aviation sector is one of the successful sector in the world and they
are the one who adopt technology and new techniques very fast. But the impact of covid has
bought by the industry. Still aviation industry as facing a lot of issues and challenges due to
covid. Apart from this they are trying to draw the attention of their loyal customers again.
Therefore the company is providing contactless services to the passenger so that customer does
not have to face any kind of issue and get worried about the infection of such harmful disease.
The for the aviation sector is providing contactless services to the customers in which the
customer has to make sure about the luggage and backdrops they can monitor their luggage with
the help of online cameras and other equipment. As their creation sector as focusing o on
physical and social distancing which is being liked by the customer as well and they are using
such contactless services without any hesitation. On the other hand Dragović, (2018) said that
due to contactless services customers are facing issues and nobody is there to sort out their
problems. Owing to contactless services the passengers and travellers are not taking care of
themselves even they are not doing proper testing for the covid as there is no one to guide them.
So in such cases contactless services is becoming harmful for the passengers and for others as
well. In arguing with this Serrano, (2020) state that contactless services are the need of today’s
scenario. In the absence of these services the virus can spread more and it can become harmful
for the lives of employees who are working at the airport.
Quality of services in contactless
According to Štimac and et.al (2021) the aviation industry is fully dependent on the services. As
it is a service industry so it is must for the company that they provide better services to their
customers and their customers do not have to face any kind of difficulties while travelling. So it
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is the responsibility of airports that they have to make sure that customers do not face any kind of
difficulty and issues at the time of boarding. As per the Percoco, (2020) Now the aviation
industry is providing contactless services so it is become more important for the airport and its
staff that they provide all the necessary information on the right time to the customers so that
they do not get any kind of bad experience with the airport and their staff. But now the industry
is providing high touch services to low touch services. Earlier Airport was having high touch
environment such as baggage drop, boarding check- in etc. Where the customers come into the
contact of employees. Apart from this, customer used to purchase many products whether it is
eatable goods or other thing but now due to contact lens services all have been become online.
As per the Chuang and et.al (2020) that airports are trying to provide best contactless services
and giving quality of contact less services so that customers do not have to face any kind of
difficulties. However Furman and et.al (2017)said that customer face difficulties in legroom and
having some refreshment apart from this the biggest issue which the customer are facing in the
contactless services is in making payment. Airport is not able to provide a convenient payment
method to the customers therefore they have to face difficulties as different customers have
different credit cards ,debit cards, and other mode of payment so sometimes in contactless
services the robot and other devices do not accept some different mode of payment through
which customers face difficulties. As everything has become contactless in the airport so the
customers do not have a right person to talk to and nobody is there to solve their issue in making
payment. Through which customer is getting worse experience with the contactless services of
airport. Apart from this customer face issues in purchasing eatable goofs at the airport due to
unacceptable payment mode.
Challenges faced by customers
As per the Chuang and et.al (2020) customers are not habitual of getting all the services
contactless. So many points from booking to boarding they face difficulties and challenges. As
the staffs is working online and sometimes they were not available to sort out the queries and
issues of customers therefore the customers have to manage and handle all the issues and the face
challenges in such situation. Owing to the diversity of customer, the youth challenge is making
payment. Because at the airport customers come from different countries so they have different
kind of money and mode of payment. So Airport is not accepting all kind of money and
payments does the customer have to wait for long to solve their queries. Sometimes customer has
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to face issues in security check points as well. In which the robots and other tools which is being
used by the airport for the checking of customers they reject some products of customers. Apart
from this customer and passenger has to wait for their chance for security checking sometimes it
takes long time due to some technology default. Through which they get delay for their flight.
However Berry (2020) said that passengers and travellers are facing difficulties in getting their
covid test done. As there is no employee present at the airport and passages themselves
responsible for their test so they face challenges in using the equipment. Apart from this many
passengers who tested positive for the covid, they do not have any idea whether they go to home
or they have to get quarantine at the airport only as there is no one to guide them. According to
Kim and et.al (2021) aviation sector and airport are looking for their profit only therefore they do
not care with the issues faced by their customers. Apart from this the queue management
technology of airport is not working properly through who h the customers have to wait a lot for
their chance and Being remained in the queue they have to maintain social and physical
distancing as well which has become an another challenge for them. As the airports have made
footprints stickers on the floor but they are also not in proper condition as nobody is there to take
care about such sticker so in making physical distancing passengers are facing challenges. Apart
from this public announcement has also become a challenge for passengers. As the
announcement do not take place on time through which passengers got delayed and facing lot of
issues.
Methodology
Secondary research:
Secondary researchor work area research is an exploration technique that includes
utilizing previously existing information. Existing information is summed up and gathered to
expand the general adequacy of research. Secondary researchincorporates research material
distributed in research reports and comparative records (Cole, Friedlander and Trinh, 2018).
These documents can be made accessible by open libraries, sites, information got from
effectively filled in studies and so on Some government and non-government organizations
additionally store information, that can be utilized for research purposes and can be recovered
from them. Secondary research is considerably more savvy than primary research, as it utilizes
previously existing information, dissimilar to primary research where information is gathered
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direct by associations or organizations or they can utilize an outsider to gather information for
their sake.
Methods of secondary research:
Information accessible on the internet: One of the most well known methods of gathering
optional information is utilizing the internet. Information is promptly accessible on the internet
and can be downloaded at the snap of a catch. This information is essentially liberated from cost
or one may need to pay an negligible amount to download the generally existing information.
Sites have a great deal of data that organizations or associations can use to suit their exploration
needs.
Educational Institutions: Importance of gathering information from Educational Institutions for
secondary research is regularly disregarded. In any case, more examination is directed in schools
and colleges than some other business area.
Public libraries: Public libraries are another acceptable source to look for information for
secondary research. Public libraries have duplicates of significant research that were led before.
They are a storehouse of significant data and reports from which data can be taken. The services
gave in these public libraries change starting with one library then onto the next (Logan, 2020).
Commercial data sources: Local papers, journals, magazines, radio and TV stations are an
extraordinary source to acquire information for secondary research. These business data sources
have first-hand data
In this current investigation by conducting literature review secondary research is done.
Information is gathered through books, journals, newspapers etc. Latest information has used.
Information before 5 years are not considered.
To review the collected information data analysis will be done.Data analysis is the process of
cleaning, analyzing, interpreting, and visualizing data to discover valuable insights that drive
smarter and more effective business decisions. Data analysis is of two type thematic perception
test technique and SPSS. In the current investigation thematic perception test technique will be
used as it is theory topic of contactless passenger experience and can be addressed through this
tool.TAT, is a projective measure expected to assess an individual's examples of thought,
perspectives, observational limit, and enthusiastic reactions to equivocal test materials. On
account of the TAT, the uncertain materials comprise of a bunch of cards that depict human
figures in an assortment of settings and circumstances.
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Conclusion
From the above report it can be concluded that is report States about the contactless services of
Aviation industry. Apart from this besides aim and objective has been mentioned in this report.
This report includes rationale about the research topic and aim. This report focuses on various
research methodologies such as research type, philosophy, method etc. which will help the
researcher to get deep knowledge about the topic. Besides this literature review has been
mentioned in this report which provides in-depth knowledge about the various topics to the
researcher.
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REFERENCES
Book and Journal
Berry 2020. Service safety in the pandemic age.
Chuang and et.al 2020, June. A Novel High-Frequency Sinusoidal Pulse-Charging Method
Based on a Contactless Battery Charger for Mobile Service Robots. In 2020 IEEE 29th
International Symposium on Industrial Electronics (ISIE) (pp. 612-617). IEEE.
Cole, A.P., Friedlander, D.F. and Trinh, Q.D., 2018, April. Secondary data sources for health
services research in urologic oncology. In Urologic Oncology: Seminars and Original
Investigations (Vol. 36, No. 4, pp. 165-173). Elsevier.
Dragović, N., Stankov, U. and Vasiljević, Đ., 2018. Contactless Technology as a Factor of
Tourism Industry Development-A Review of Current Practices and Future
Directions. Economic Themes. 56(2). pp.179-202.
Dragović, N., Stankov, U. and Vasiljević, Đ., 2018. Contactless Technology as a Factor of
Tourism Industry Development-A Review of Current Practices and Future
Directions. Economic Themes. 56(2).pp.179-202.
Furman and et.al 2017. Contactless fingerprint devices usability test. US Department of
Commerce, National Institute of Standards and Technology.
Kim and et.al 2021. Preference for robot service or human service in hotels? Impacts of
the COVID-19 pandemic. International Journal of Hospitality Management.93.
p.102795.
Logan, T., 2020. A practical, iterative framework for secondary data analysis in educational
research. The Australian Educational Researcher. 47(1). pp.129-148.
Percoco, M., 2020. External Benefits of Smart Payment Tools for Airport Train Services.
In Sustainable Aviation (pp. 255-276). Palgrave Macmillan, Cham.
Serrano, F. and Kazda, A., 2020. The future of airport post COVID-19. Journal of Air Transport
Management. 89. p.101900.
Serrano, F. and Kazda, A., 2020. The future of airport post COVID-19. Journal of Air Transport
Management. 89.p.101900.
Štimac and et.al 2021. The Impact of COVID-19 Pandemic on the Future Airport Passenger
Terminals Design. International Journal for Traffic and Transport Engineering. 11(1).
Yang, C.Y. and Kim, S.I., 2020. A Comparative Study on User Experience of Contactless Retail
Services between Chinese and Korean Users. Journal of Digital Convergence.18(10).
pp.381-387.
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