Airport Passenger Experience: A Smoother Journey from Door to Gate

PROAVIA members improve the passenger journey through clearer information, inclusive mobility, secure self-service, trusted identity, intuitive baggage processes and more responsive airport services.

A passenger experiences the airport as one continuous journey, even though that journey involves many organisations and systems. Access to the terminal, orientation, check-in, baggage, security, mobility, boarding and service quality all influence confidence, comfort and perceived waiting time.

PROAVIA members address these touchpoints with physical equipment, digital services, operational expertise and inclusive design. Their solutions are already deployed in airports in France and internationally.

Explore proven passenger-experience use cases from PROAVIA members

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What are the main passenger-experience challenges?

Providing reliable, real-time information throughout the journey
Helping passengers navigate complex terminals independently
Making airport mobility easier for families, seniors and passengers experiencing fatigue or reduced mobility
Reducing queues at check-in, bag drop, security and boarding
Using identity and biometrics without compromising privacy or trust
Reducing baggage anxiety and recovering bags when labels fail
Responding quickly to passenger feedback and service-quality issues
Improving the journey without requiring major terminal expansion

How do PROAVIA members improve the passenger journey?

Wayfinding and accessible information

Interactive kiosks, indoor maps, boarding-pass scanning, live flight updates, step-free routing and audio or haptic guidance help passengers find the right route and reduce reliance on information desks.

Inclusive mobility and physical comfort

Mobility carts, elevators, escalators and moving walkways reduce the physical effort required in large terminals. Inclusive design also supports families, pregnant passengers, seniors and travellers who may not identify as passengers with reduced mobility but still need assistance.

Self-service and biometric processing

Common-use kiosks, compact bag-drop units, automated gates and privacy-conscious digital credentials can reduce repeated checks and support faster passenger processing while fitting existing infrastructure.

Baggage confidence and off-airport services

Autonomous bag drop, AI-assisted baggage identification and baggage-as-a-service models reduce handling friction, improve recovery and give passengers greater freedom before and after the flight.

Real-time service-quality management

Passenger-feedback terminals, alerts and verified cleaning histories allow airport teams to respond quickly, allocate resources and provide visible evidence of service quality.

Proven passenger-experience use cases

Zagreb and Malta: inclusive, real-time wayfinding

ViaDirect combines 3D kiosks, boarding-pass scanning, live flight data, multilingual routes and audio or vibration guidance. The result is greater passenger autonomy, fewer information-desk requests and improved visibility for airport services.

Discover ViaDirect's inclusive airport wayfinding solutions

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Inclusive Wayfinding, puis profil ViaDirect. Source catalogue : p. 83.

Marseille: mobility support for a wider range of passengers

Marseille Provence Airport tested 20 Les Flaneuses mobility carts in Terminal 1. The compact, nestable product can serve as a seat, stroller, walking aid or hand-luggage carrier. After one year, 99% of respondents said the service improved their experience.

Explore the Les Flaneuses inclusive-mobility trial at Marseille Airport

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Inclusive Mobility, puis profil Les Flaneuses. Source catalogue : p. 84.

Marseille: privacy-by-design biometric fast track

IN Groupe combines identity, boarding and biometric data in a digital credential stored on the passenger's device. Enrolment takes place through a mobile application or kiosk, and a QR code with facial verification supports faster authentication at airport checkpoints.

Discover IN Groupe's biometric fast-track project in Marseille

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Fast-Track Passenger Journey, puis profil IN Groupe. Source catalogue : p. 85.

New York JFK: adding self-service without major infrastructure changes

EASIER integrated compact self-service check-in kiosks and mini bag-drop units into existing counters with Common Use Self Service compatibility. The solution provides a faster and more intuitive process while preserving existing terminal infrastructure.

Explore EASIER's self-service check-in solution at JFK

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Self-Service Check-In, puis profil EASIER. Source catalogue : p. 86.

Nantes: France's first fully autonomous open-collector bag drop

TG Concept rebuilt the installation at Nantes Atlantique with RESA expertise and Desya for electrical and automation work. After kiosk check-in, passengers place tagged bags directly on the open conveyor. The system operated smoothly through the busy Easter weekend following commissioning in April 2026.

Discover the autonomous bag-drop project by TG Concept and RESA at Nantes

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Autonomous Bag Drop, avec liens vers les profils TG Concept et RESA. Source catalogue : p. 87.

Bordeaux: using passenger feedback to improve cleaning operations

TAQT combines IoT feedback terminals, real-time alerts, NFC proof of presence and data integration. Bordeaux Airport used the platform to support faster service recovery, passenger satisfaction, resource allocation and service-level monitoring.

Explore the Bordeaux passenger-feedback project by TAQT

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Bordeaux 2024-2026, puis profil TAQT. Source catalogue : p. 72.

Basel-Mulhouse: recovering baggage when paper tags fail

IDEMIA photographs five sides of each bag at check-in to create a digital augmented tag. If a paper tag is damaged or lost, cloud-based matching can identify the bag and generate a replacement label, reducing missed connections and claims.

Discover IDEMIA's AI-assisted baggage-recovery project at Basel-Mulhouse

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case AI-Driven Baggage Recovery, puis profil IDEMIA. Source catalogue : p. 89.

Paris Orly: baggage-as-a-service with CheckMe by Dirby and Corsair

CheckMe by Dirby collects baggage from a home, hotel or office. Certified agents check it in with Corsair, issue boarding passes and transfer it to the aircraft hold. Arrival delivery is also available. Each item is weighed, sealed, insured and tracked, saving passengers up to two hours.

Explore the CheckMe by Dirby and Corsair baggage service at Paris Orly

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : fiche use case Baggage-as-a-Service, puis profils CheckMe by Dirby et partenaire Corsair si disponible. Source catalogue : p. 90.

Connecting passenger needs with operational reality

PROAVIA brings together designers, systems suppliers, identity specialists, baggage experts, mobility providers and airport-service companies. This diversity enables airports to improve individual touchpoints while keeping the complete passenger journey in view.

Find PROAVIA members for your passenger-experience project

INSTRUCTION ANAKRYS - NE PAS PUBLIER : Destination du lien : annuaire filtre Passenger Experience, avec les tags wayfinding, accessibility, self-service, biometrics, baggage, service quality et passenger flow.

Frequently asked questions

What makes an airport passenger journey seamless?

A seamless journey gives passengers clear information, intuitive processes and consistent support across access, check-in, baggage, security, mobility and boarding.

Can passenger experience improve without expanding the terminal?

Yes. Better wayfinding, common-use processing, compact self-service equipment, flow intelligence and redesigned operating procedures can improve the use of existing space.