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IT solutions investment to improve Heathrow passenger experience


Heathrow Airport’s IT infrastructure

Improving the passenger experience is at the heart of BAA’s £400 million investment in Heathrow Airport’s IT infrastructure. (Photo © BAA Airports Limited)

The £400 million (€461m/$654m) investment in Heathrow Airport’s IT infrastructure has four key aims:

  • To improve the passenger experience by giving them the information they need when they want it, both online and in the airport, supporting a quick and easy transit through the airport;
  • To provide the airlines and other firms at the airport with the systems, IT services and infrastructure they need for quick and secure check-in, baggage handling, stand management and gate management to ensure that journeys are smooth and hassle free;
  • To give the airport and its airlines better systems to deal with events and incidents to minimise disruption and provide the information they need when they need it; and
  • To simplify an unnecessarily complex set of systems at the airport so as to give Heathrow a better quality of service and reduce costs.

Philip Langsdale, Chief Information Officer, BAA, said: “We understand that passengers want short queues, quick information and a pleasant experience that gets them on their way without stress and with the confidence their bags will come back quickly. Our airlines need better, more timely information and improved service quality.

“Our priority is improving our passengers’ experiences and getting the best value we can on behalf of our airline customers. We will have spent over £400m on IT in the five year period ending in 2013 as part of a much wider capital spending programme designed to modernise every aspect of Heathrow. I recognise technology on its own cannot deliver these improvements…but it is a crucial enabler.”

In addition to the planned £400 million investment, BAA, the operator of Heathrow Airport, has also announced a £100 million (€115m/$163m) outsourcing contract with Capgemini to run the company’s IT services.

More information is available from the Heathrow Airport media centre.

FTE Europe 2016 will take place at RAI Amsterdam

FTE Europe 2016 will take place at RAI Amsterdam from 25-26 April 2016.

Prepare for the passenger experience of 2025 at FTE Europe 2016, 25-26 April, Amsterdam

Future Travel Experience Europe 2016 (25-26 April, RAI Amsterdam) will be the region’s most forward-thinking passenger experience event this year, thanks to the ‘Passenger Experience 2025’ theme, inspirational keynote addresses by Philips Head of Design Pierre-Yves Panis and SkyTeam CEO Perry Cantarutti, two unique conference agendas, an Air France-KLM Innovation Symposium, the Co-creation Forum Europe, the FTE Bag Drop Symposium, an end-to-end exhibition and a social agenda based around the world famous King’s Day celebrations.

Senior figures from the likes of Google, IATA, easyJet, CitizenM, Vueling, daa, Air France-KLM, Schiphol Group, Ryanair, Gatwick Airport, Finavia, Lufthansa, Air New Zealand and Swedavia will address delegates in the ‘On the Ground’ conference, providing an unmatched learning environment. Each of these leading industry experts will share their passenger experience visions and outline how they are planning to leverage new and emerging technologies, ranging from artificial intelligence and robotics, to biometric technology and mobile-enabled digital personalisation, to improve the passenger experience and enhance operational efficiency.

» View the full FTE Europe ‘On the Ground’ conference agenda

» Register to attend FTE Europe 2016

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