Maksym Pakhomi, subject domain expert at Sigma Software Group, says technology and digitisation can help airlines meeting customer expectations while driving operational efficiencies 

Since digitalisation has long become a standard practice within the aviation industry, automation is emerging as the next major focus.

In this article, we’ll look at how smart automation is already making passenger experiences comfortable and why its adoption is essential for airlines and airport companies of any scale.

Due to rising user expectations, demographic shifts, and technological advancements, the passenger experience in aviation is undergoing a significant transformation.

Today’s travellers, who grew up with technology, expect speed, transparency, and comfort at every stage of their journey.

Hence, for this digital-native generation, convenience has become a deciding factor when choosing an airline or airport, often mattering more than even a ticket price.

However, this evolution is happening against a backdrop of the rising operational complexity within the aviation industry.

Many companies are still facing post-pandemic staff shortages and infrastructure limitations, which means many are struggling to physically and logistically support the number of passengers that grows day by day.

All this put a lot of strain on traditional service models, and at the same time made enhancing the passenger experience a strategic step towards efficiency, brand differentiation, and revenue growth.

Thus, more and more aviation companies today are in search of new solutions to keep up with passengers’ needs. This is where the IT automation came into play.

Benefits of implementing IT automation

Traditionally, airport and airline operations relied heavily on manual processes.

The typical issues they used to have were fragmented systems and limited coordination between departments, which slowed down the passenger-facing processes.

Today, with the emergence of modern technologies, everything has changed. Those offer real-time data synchronisation, better planning, greater accuracy, and lower operational costs.

That is why airports across the globe are actively implementing digital solutions for process automation.

For instance, Frankfurt Airport stated that they had minimised delays and improved passenger processing with the Airport Collaborative Decision Making (A-CDM) system.

Its implementation helped the airport to facilitate an average reduction in Air Traffic Flow Management (ATFM) delay of about 3 minutes per flight.

Another example is Atlanta Airport, which expanded the use of biometric facial recognition at international gates, allowing passengers to board using facial scans instead of showing physical boarding passes and waiting in the lines.

Those are just a few advantages that the new technology may bring to airports and airlines. However, the automated systems primarily bring two major benefits to the table:

• From the passenger experience perspective, automation plays a crucial role in delivering seamless, predictable, and convenient travel. There is a growing demand for fast, transparent, and digitally supported processes. Mobile apps, chatbots, self-service kiosks, biometric verification, and smart signage are solutions that deliver on this promise. These technologies have become standard in modern air travel, reducing stress and giving passengers more autonomous.
• From a business perspective, automation supports operational efficiency and cost optimisation. It is important to note that these two goals don’t always overlap—investments in service improvements may not reduce costs immediately but can yield long-term returns through customer retention and satisfaction. Additionally, automation aligns with sustainability goals, helping reduce energy consumption and minimise the use of physical resources.

There are other methods to improve passenger experience, such as better interior design, staff training, or loyalty programs.

Yet they either work in isolation, lack scalability, or rely heavily on subjective human factors. Automation, meanwhile, offers a system-wide foundation for consistent service, transparency, and responsiveness long-term.

How Company Size Impacts Automation Strategy

Transportation companies are actively competing in the area the passenger experience automation.

The traditional airlines, compared to low-cost carriers, are increasingly losing customers due to their higher prices.

As a result, they are striving to demonstrate the value behind their pricing, emphasising the quality of service, additional amenities, and overall travel experience to justify the cost.

At the same time, budget airlines face their own set of challenges. Their competitive advantage hinges on operational efficiency, minimal service costs, and the ability to deliver a seamless experience at the lowest possible price.

However, to remain profitable and scalable while keeping fares low, these airlines must also invest in automation. Their goal is not to provide luxurious service, but to reduce manual labour, accelerate turnaround times, and streamline every stage of the passenger journey.

Implementation Priorities

Despite multiple benefits, implementing automation is not a one-size-fits-all solution. These systems can’t simply be plugged in—they should be carefully tailored to each company’s specific operational needs.

A notable example of the successful implementation of automation solutions is Interavia LLC – one of the largest ground handling providers in Ukraine.

In response to increasing operational complexity and the need for performance control, the company developed and implemented a suite of custom IT solutions to improve decision-making processes.

At the core of this transformation was AirService, a data management platform that centralised information collection for every flight.

The system allows for real-time tracking of delivered services, operational KPIs, and resource allocation to empower management with the tools to make data-driven decisions.

Also, Interavia initiated the implementation of a new billing system to capture all services provided per flight, ensuring accurate invoicing, minimising revenue leakage, and improving financial transparency.

In addition, Interavia introduced a Resource Management System (RMS) and Baggage Handling System (BHS) in line with IATA recommendations.

The set of implemented solutions allowed the company to create an integrated ecosystem that was fully tailored to their real-world operational demands and brought expected improvements across the business process.

Their case illustrates that automation works when it’s all about a complex approach, not just deploying another new technology.

Since implementing automation solutions requires careful preparation, we’d like to highlight the areas organisations should prioritise first:

1. Solution selection

Many of the popular systems today are built for large international hubs. Hence, they come with complex features and a high price tag that smaller, regional operators just can’t justify.

This often causes smaller airports to overlook the potential of automation. However, today’s market has evolved beyond these large monolithic systems, offering a new generation of solutions.

So, if you are looking for a solution for your small & mid-size aviation business, we recommend paying attention to new cloud-based and modular systems. They offer significant cost savings and are flexible, allowing you to pay only for the needed features and easily add new modules as your business grows.

2. Staff training

The success of any digital system depends not only on its design but also on how effectively your team can operate it.

New technologies require new ways of thinking, workflows, and roles, all of which can create confusion without staff onboarding.

Despite being resource-intensive, providing high-quality training across large teams is one effective way to maximise the return on your digital investments.

3. Security prioritisation

While automation reduces human error and improves consistency, it also introduces new vulnerabilities in the areas of cybersecurity and data protection.

Systems such as biometric authentication, baggage tracking, and digital identity platforms require the processing of sensitive passenger data.

This requires companies to prioritise a secure system design (Security by Design), adhere to international standards (e.g., ISO 27001, ICAO Annex 17), and implement transparent data governance practices.

Without these measures, the risks of data breaches and cyberattacks not only may damage a company’s reputation but also lead to financial and legal consequences.

Scalability, Adaptability, Data Insights

Solutions such as biometric identification, automated check-in, mobile notifications, and digital wayfinding help reduce uncertainty, eliminate bottlenecks, and save passengers’ valuable time.

All of those are drivers of passenger satisfaction and an overall convenient travel experience for them. As the industry will never be the same as it was in pre-pandemic times, companies can no longer afford to be reactive.

Unlike investments in physical infrastructure or increased staffing, digital tools offer scalability, adaptability, and data-driven insights.

They can be tailored to airports of different sizes and complexities, allowing aviation companies to dynamically respond to rising passenger flows and operational demands