Airports are not just a means of travel but an essential part of the traveler’s journey. They can be a source of delight for passengers or a major pain point, depending on service levels and expectations. How airports manage their operations plays a large role in shaping the customer experience that is ultimately delivered.
One airport that excels in optimizing experiences and increasing customer satisfaction through transformed operations is Aeroporti di Roma (ADR). Located in Rome, Aeroporti di Roma operates the Leonardo da Vinci-Fiumicino Airport and the Rome Ciampino Airport, transporting nearly 50 million passengers a year through 140 airlines.
With increasing passenger expectations and intense competitive pressures, the airport wanted to resolve common passenger complaints such as long security lines. To do this, ADR needed to gain control of its expansive data universe across the full airport ecosystem—so the airport turned to TIBCO. Utilizing the TIBCO Connected Intelligence platform, ADR connected thousands of data sources and unlocked the value of real-time data to grow its leadership as a top-rated airport.
Driving Operational Excellence with Data
Increasing amenities and offerings means airports are transforming into mini-cities with their own post offices, financial services, medical facilities, security outposts, and sanitation services. These services have increased logistical challenges for airport operators, complicating an already dynamic environment. With TIBCO, Aeroporti di Roma launched its Airport Operations Plan, which correlates all information for all stakeholders—including airlines, handlers, security, air traffic control, ground control, facilities, and others—to better manage both air-side and land-side processes.
In addition to optimizing business views, Aeroporti di Roma wanted to make traveler’s journeys easier with streamlined airport operations. For example, passengers often grow frustrated when waiting in a slow security line, which further leads to less time available to shop or dine. This is why optimizing the airport experience is critical, not only to increasing passenger satisfaction, but also to the airport’s business opportunities and expansion.
ADR uses passenger flow analysis to decide where to put restrooms, dining, security, and more—depending on the time passengers spend in various areas. With this innovation, ADR can optimize a passenger’s experience before they walk through the door, from buying tickets online, booking a ride to the airport, walking the ticket counter, past security checks, and towards their gate.
Protecting Passengers during the Global Pandemic
Aeroporti di Roma’s data-centric operations became even more vital during the COVID-19 pandemic when travel slowed down dramatically. The airport focused on increasing safety while still keeping customer needs in mind for seamless and hassle-free travel. New technologies such as thermal scanning were quickly stood up within the airport, in addition to dedicated testing areas to ensure safe passage in and out of Rome.
Passengers are pleased, and so are industry groups like Skytrax, who awarded the airport a 5-star COVID-19 safety rating, the first airport ever to receive such recognition globally. And most recently, Airports Council International recognized ADR as the European airport most appreciated by passengers for the fourth year in a row.As a result of its transformation with TIBCO, ADR’s customer satisfaction has increased dramatically, business is soaring, and the airport industry has noticed. Click To Tweet
As a result of its transformation with TIBCO, ADR’s customer satisfaction has increased dramatically, business is soaring, and the airport industry has noticed. If you want to know more, read this new case study to learn about Aeroporti di Roma’s digital transformation and key lessons for the transportation industry.