How can airports improve the passenger journey?
Enhancing Passenger Comfort, Self-Service Efficiency, and Inclusive Terminal Mobility
PROAVIA members enhance the end-to-end passenger journey by delivering real-time information, inclusive mobility, secure self-service, biometric identity verification, and intuitive baggage processes.
Passengers view the airport as a single, continuous experience across multiple touchpoints. Terminal access, wayfinding, check-in, security screening, and boarding directly impact overall passenger satisfaction, comfort, and perceived waiting times.
Combining physical equipment, digital airport services, and inclusive design, PROAVIA members deliver field-proven solutions deployed in major airports across France and internationally.
Explore proven passenger-experience use cases from PROAVIA members
Passenger experience challenges
What are the main passenger-experience challenges?
Airport operations and terminal constraints create specific friction points for travelers. Solving these challenges is key to maintaining high service quality and passenger satisfaction:
- Real-Time Passenger Information: Providing reliable, real-time information throughout the entire passenger journey.
- Wayfinding and Navigation: Helping passengers navigate complex terminals independently and intuitively.
- Accessibility and Mobility: Making airport mobility easier for families, seniors and passengers experiencing fatigue or reduced mobility.
- Queue Management: Reducing queues at check-in, bag drop, security screening and boarding gates.
- Biometrics and Passenger Identity: Using identity verification and biometrics without compromising privacy, security or trust.
- Baggage Tracking and Recovery: Reducing baggage anxiety and efficiently recovering items when paper tags fail.
- Passenger Feedback and Service Quality: Responding quickly to passenger feedback and day-to-day service-quality issues.
- Terminal Capacity Optimisation: Improving the overall passenger journey without requiring major, costly terminal expansion projects.
Expert solutions
How do PROAVIA members improve the passenger journey?
Comprehensive technical expertise and field-proven technologies from French airport industry leaders.
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.
PROAVIA’s members are committed to improving the passenger experience: see their use cases
How to deliver a seamless and efficient airport journey with smart self-service technologies ?
See how
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.