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1、Digital transformation in airportsTechnology and IT investment outlookSTUDYMay 2025Cover Maskot/Getty ImagesIn this report,we set out to achieve three goals:to assess the current state of airport operations,to identify pressing needs in the airport ecosystem and to explore the strategic steps requir

2、ed to meet these needs.With this in mind,we take a close look at the interplay between operational performance,customer needs and technological innovation,using our findings to derive actionable insights for airports.In order to understand the industrys transformation needs and opportunities,we cond

3、ucted a global survey of 100 key stakeholders from across the airport ecosystem.The participants represent a broad spectrum of the industry,including respondents from airports(84%),airlines(9%),ground handlers(5%)and aviation service providers(2%).They come from four major geographic regions:Europe(

4、37%),the Americas(26%),Asia-Pacific(23%)and Middle East and Africa(14%).Respondents were on average 46 years old and predominantly male(87%).The survey consisted of 48 questions organized into nine sections,covering topics such as the current status of digital transformation at airports,transformati

5、on needs,investment behavior,potential solutions,self-assessment,trends and future growth levers.Thanks to its comprehensive design,it provides a holistic view of the industrys current landscape and future direction,enabling a deeper understanding of how airports can best position themselves for lon

6、g-term success.On the following pages we present key insights drawn from the survey results.About this study3Digital transformation in airportsAs airports face increasing pressure from rising passenger numbers,evolving traveler expectations and cost challenges,the industry stands at a turning point.

7、Digital transformation is no longer optional it is essential.Yet,only 44%of airport industry executives are satisfied with the current state of innovation in airport IT solutions,revealing a clear gap between existing capabilities and future needs.The ambition to close this gap is evident:nearly all

8、 airport operators surveyed intend to increase their investment in IT solutions over the next five years.This reflects a strong commitment to modernization and a recognition that technology is the key to staying competitive.Airports themselves are expected to be the primary drivers of growth in airp

9、ort services and IT solutions,especially Tier 1 and Tier 2 airports,which must enhance their operational efficiency to manage capacity constraints.Artificial intelligence(AI)is seen as a promising lever for driving efficiency.However,more than half of organizations report that AI implementation is s

10、till in its early stages,and organizational readiness remains low.There is a pressing need to move beyond pilot programs and integrate AI into core operations from predictive analytics to baggage handling and queue management.In parallel,biometric technologies are gaining traction as critical enable

11、rs for seamless passenger experiences and more efficient processes.From facial recognition to automated check-ins,biometrics reduce labor dependency,accelerate throughput and enhance accuracy.The findings of this study highlight a clear mandate:airport operators must accelerate their transformation

12、journey.Investments in IT,AI and automation are critical to future-proofing operations,enhancing the passenger experience and positioning airports as high-performing,resilient hubs in a rapidly evolving landscape.Executive Summary4Digital transformation in airportsAir travel and the airport landscap

13、e face fundamental changes in the years ahead.As these changes unfold,airports need to modernize their operations and bridge the gap between capabilities and requirements enhancing their efficiency,improving the customer experience and capitalizing on growth opportunities in an increasingly competit

14、ive industry.To understand the need for action,we first need to look at what is driving this pressure on airports to transform.The first factor is growth in passenger numbers,which are expected to double overthe next ten years.Limited opportunities exist to expand the capacity for passengers at airp

15、orts,so the solution lies in implementing technology to enhance operational efficiency.Our survey reveals that airport operators consider AI-driven solutions highly promising as a way to improve efficiency,but they also think that existing solutions show some room for improvement.The actual implemen

16、tation of AI at airports is still in its infancy and action is clearly needed on this front.The second factor driving the need for transformation is changing passenger requirements.Increasingly,passengers expect a seamless end-to-end journey.Our survey respondents believe that digital solutions are

17、an important way to improve the customer experience yet despite this,only one-third of them say their airport operations are well positioned to adopt to AI-driven solutions.This represents another key area for action.The third factor is the rising cost of operations,combined with a shortage of skill

18、ed labor.The solution here lies with automation,which allows airport operators to optimize processes,reduce dependency on labor-intensive operations and manage costs more effectively for example,using biometrics technology.The respondents in the survey consider automation crucial for the future of a

19、irports.However,they have mixed feelings about how ready they are to adopt such technology.The message for airport operators is loud and clear:Digital transformation,AI and automation are key to addressing the challenges ahead.Technology and IT solutions can deliver greater operational efficiency an

20、d ensure long-term growth:Airport operators need to recognize that now is the time to invest.Introduction5Digital transformation in airportsHow satisfied are you with the current level of innovation in airport IT solutions?%of respondentsTo manage rising passenger volumes,adapt to evolving customer

21、expectations,tackle cost pressures and overcome shortages of skilled labor,airports need to revolutionize their operations.Technology and IT innovations are the central enablers here.Digital transformation through IT and software solutions address the challenges that airports face from streamlining

22、operations and elevating the passenger experience to becoming more resource-efficient and ensuring sustainable growth.But theres a problem.A minority of airport operators in the survey(44%)say they are satisfied or very satisfied with the current state of innovation when it comes to airport IT solut

23、ions.Clearly,a gap exists between expectations and reality,with todays IT solutions failing to address the advanced innovation necessary to overcome the growth and operational challenges facing the industry.Both airport operators and IT solution providers need to prioritize closing this gap in order

24、 to achieve their innovation goals.Less than half of airport industry executives are happy with the current state of innovation in airport IT solutionsSource:Roland Berger5%Very satisfied2%Very dissatisfied28%Dissatisfied39%Satisfied26%Neutral6Digital transformation in airportsHow likely is your org

25、anization to increase investment in IT solutions over the next five years?%of respondentsAirport operators are well aware of the critical importance of innovation.They share a strong ambition to invest more strongly in IT solutions,with over 90%planning to increase their investment in this area over

26、 the coming five years.Prioritizing these investments will drive the transformation that ensures their operations remain competitive in the future.However,it is important that they choose the right innovative solutions to address the particular challenges facing the industry.Ambition levels are high

27、:Almost all airport operators plan to increase their investment in IT solutionsSource:Roland Berger46%Very likely1%Unlikely45%Likely8%Neutral7Digital transformation in airportsThat said,the survey data reveals some regional variation when it comes to future investment plans.The biggest share of resp

28、ondents committed to investing more in IT is found in the Americas(96%)with the biggest share of neutral responses in Middle East and Africa(MEA).This highlights the need for both vendors and airports to pursue tailored strategies that consider the unique challenges faced by different regions.Source

29、:Roland BergerHow likely is your organization to increase investment in IT solutions over the next five years?%of respondents,by regionAmericasAPACEuropeMEA14%29%57%Very likelyLikelyNeutral Unlikely Very unlikely8%49%41%3%9%39%52%4%54%42%100%100%100%100%0%0%0%0%0%0%0%8Digital transformation in airpo

30、rtsWho will drive the most growth in airport services and IT solutions over the next five years?%of responsesA clear consensus emerged from the survey that airports will be the primary drivers of growth in airport services and IT solutions over the coming five years.Some 56%of respondents were of th

31、is opinion,with 27%foreseeing airlines as being the main driving force,and 13%saying it would be aviation service providers.Airports will be the main drivers of growth in airport services and IT solutions56%Airports4%Ground handlers27%Airlines13%Aviation service providersSource:Roland Berger9Digital

32、 transformation in airportsAmericasAPACEurope MEASource:Roland BergerHow would you rate the readiness of the airport industry in your specific region for digital transformation?%of responsesAs we have seen,there is widespread acknowledgement of the importance of digital transformation in the airport

33、 industry.But is the airport industry ready for this transformation?The short answer is not really.The majority of respondents rated the readiness of the airport industry in their specific region for digital transformation as moderate.This indicates a general lack of perceived preparedness,with most

34、 organizations not as prepared as they should be for digital transformation.Two regions stood out as having the most respondents who thought their region showed very high readiness,namely APAC(39%)and MEA(36%).By contrast,the Americas had the most respondents who said their region showed low readine

35、ss(19%)or very low readiness(4%),revealing a significant deficiency.The findings presented on the preceding pages reveal a critical opportunity for the airport sector:While commitment to investment and recognition of the importance of innovation are high,significant gaps in satisfaction and readines

36、s must be addressed.By tailoring solutions to regional needs and supporting overall readiness for transformation,industry stakeholders can capitalize on the momentum to drive the long-term development of airport operations through innovation and IT solutions.Is the airport industry ready for digital

37、 transformation?100%100%100%100%4%19%13%7%Very low readinessHigh readinessModerate readinessLow readinessVery high readiness11%50%48%57%59%19%39%36%24%8%0%0%5%0%0%0%10Digital transformation in airportsWhich tier of airports do you think will see the most growth and transformation in the next five ye

38、ars?%of responsesPassenger numbers are expected to double over the next ten years.However,airports have few possibilities for expanding their operational capacity.IT will therefore play a fundamental role in meeting this challenge,optimizing airport operations and enhancing capacity utilization to a

39、void passenger bottlenecks.The survey respondents believe that Tier 1(major international)and Tier 2(national/regional)airports will likely to see the most significant growth and transformation over the next five years.This indicates the critical role these two types of airports play in the developm

40、ent of the industry.The survey also revealed some regional variation,however,with respondents in the Americas and Europe of the opinion that Tier 2 airports would experience the most growth and transformation,while those in APAC and MEA thought it would more likely be Tier 1 airports.To cope with gr

41、owing passenger numbers,Tier 1 and Tier 2 airports in particular must improve their operational efficiencySource:Roland Berger49%Major international airports(Tier 1)1%Local/community airports(Tier 3)1%Tier 5 and below45%National/regional airports(Tier 2)4%General aviation airports(Tier 4)11Digital t

42、ransformation in airportsHow effective are current IT systems in improving operational efficiency at airports?%of responsesSome 56%of respondents find current IT systems effective at improving operational efficiency in airports.This suggests that these systems are performing reasonably well in terms

43、 of addressing core operational needs.However,more than one-third of respondents gave neutral or negative responses,implying that there is room for improvement when it comes to meeting user expectations.Given the forecast increase in passenger numbers,it would appear that airports need to adopt more

44、 innovative IT strategies in order to achieve greater operational efficiencies and streamline passenger touchpoints.Current IT systems show room for improvementSource:Roland Berger9%Very effective1%Very ineffective9%Ineffective56%Effective25%Neutral12Digital transformation in airportsHow promising d

45、o you find AI-driven solutions for enhancing airport efficiency?%of responsesOur survey reveals a strong conviction among airport operators that AI has the potential to improve airport efficiency:Over 70%of respondents are optimistic about its impact.AI solutions enable predictions and automate a wi

46、de range of tasks,from flight scheduling and passenger flow to baggage handling.This speeds up and smoothes the passenger journey through the airport.A good example is airport optimizer tools,which combine total airport management tools with AI capabilities to optimize airports holistically across a

47、 variety of airport functions,including passenger processing and airport operations,both airside and landside.AI technology is already finding application in airports around the world.Heathrow Airport in the United Kingdom uses AI to predict passenger wait times at security checkpoints,enabling bett

48、er staff allocation and faster processing.Hong Kong International Airport uses an AI-based automated baggage handling system that can process more than 15,000 bags an hour with high accuracy,making baggage handling more efficient and reducing the amount of lost luggage.Another example is Frankfurt A

49、irports use of chatbots that can answer passenger questions about flights,terminal services and transportation.Airport operators are optimistic about the potential of AI to drive efficiencySource:Roland Berger31%Very promising42%Promising25%Moderately promising2%Slightly promising0%Not promising13Di

50、gital transformation in airportsHow mature is AI implementation in your organizations operations?%of responsesDespite all the hype,around 60%of respondents say that the implementation of AI in their operations is still in its infancy.This reveals a major untapped opportunity for these players to man

51、age growth and transform their operations.Innovations and technology can help airports enhance their operational efficiency and accommodate rising passenger numbers more effectively.Stream-lined processes such as automated check-in,optimized security screenings and predictive analytics for resource

52、allocation ensure smoother operations and reduced delays.These advancements not only enable airports to handle higher passenger volumes seamlessly,they also position them as efficient,reliable hubs that set new standards in operational excellence.In more than half of organizations,implementation of

53、AI is still in its infancySource:Roland Berger0%Fully mature(AI is core to business operations and decision-making)7%No AI implementation59%Initial stages(pilot programs,limited usage)6%High maturity(AI is integrated into most operations)28%Moderate maturity(AI is implemented in some areas)14Digital

54、 transformation in airportsHow important is it for airports to adopt advanced IT solutions for enhancing customer experience?As passenger expectations evolve,airports find themselves under growing pressure to deliver seamless,digital end-to-end passenger journeys.Todays passengers demand more conven

55、ient and efficient experiences at every stage of their airport journey,from check-in to boarding.The answer lies partly with advanced IT solutions,which a large majority of respondents in the survey(85%)consider important or very important for enhancing customer experience.To make their services sta

56、nd out to passengers,it is crucial that airports implement these solutions and so ensure a seamless passenger journey.Examples include automated self-bag drop systems(such as that used in Munich),biometric technology for automated passenger processing(as used in Changi and Frankfurt Airport)and digi

57、tal travel credentials,which allow travelers to receive pre-approval for border control before leaving home.IT solutions can help meet changing customer demands and improve overall customer experienceSource:Roland Berger84%Very important14%Important1%Slightly important1%Moderately important0%Not imp

58、ortant15Digital transformation in airportsHow well positioned is your organization in adopting digitalization and AI-driven solutions to enhance operational efficiency and customer experience?Despite a majority of respondents considering advanced IT solutions important for enhancing customer experie

59、nce,many feel that they are not currently well positioned in this regard.In fact,just one-third of respondents said they were well or very well positioned with regard to the adoption of digitalization and AI-driven solutions.This disconnect between requirements and current capabilities,with most of

60、the industry failing to fully utilize digital and AI tools to meet evolving customer needs,indicates an urgent need for action.Airports should prioritize investments in advanced IT and AI solutions to bridge the gap between current operational capacity and future passenger volume growth.For example,

61、they can harness predictive analytics and automation to optimize passenger flow,baggage handling and resource allocation,ensuring smoother operations.Transformation strategies should take into account regional differences between airports,with a focus on Tier 1 growth in APAC and MEA and Tier 2 deve

62、lopment in Europe and the Americas.Adopting innovative technologies such as biometric security,automated check-in and AI-powered queue management will not only enhance efficiency but simultaneously position airports as resilient and scalable operations in an increasingly demanding industry.Organizat

63、ional readiness for AI is lowSource:Roland Berger10%Very well positioned23%Well positioned45%Moderately positioned18%Poorly positioned4%Very poorly positioned16Digital transformation in airportsTo what extent do you agree that increased automation is crucial for future airport operations?In the afte

64、rmath of the COVID-19 pandemic,airports are grappling with significant operational challenges.Many face difficulties filling vacancies as former employees have transitioned to other industries and new hires often come with higher wage demands.Simultaneously,airports are under immense financial press

65、ure,with limited flexibility when it comes to managing rising costs.These challenges illuminate the need for airports to implement tailored IT solutions and strategies.By making use of technology such as biometrics,airports can optimize processes,reduce dependency on labor-intensive operations and m

66、anage costs more effectively.Airport executives are well aware of this.The survey revealed a strong consensus on the importance of automation,with 98%of respondents agreeing or strongly agreeing that it was crucial for future airport operations.Interestingly,only 41%of respondents considered face-to

67、-face interactions significant in the passenger journey,implying that personal contact is not thought of as a significant determinant of a positive passenger experience.This finding paves the way for more automated processes in the future.Everyone agrees that automation is crucial for airport operat

68、ionsSource:Roland Berger79%Strongly agree19%Agree0%Disagree2%Neutral0%Strongly disagree17Digital transformation in airportsHow well positioned is your organization to drive operational efficiency through automation and technology upgrades?As with digitalization,the survey found a mismatch between ho

69、w important the industry considers automation and how well it is implementing it.Some 48%of respondents said they are well or very well positioned with regards to the implementation of automation,with the remainder admitting that they are only moderately or even poorly positioned.Although the gap be

70、tween ambition and reality is not as large as for digitalization,room for improvement remains.However,organizational readiness for automation shows room for improvementSource:Roland Berger6%Very well positioned42%Well positioned38%Moderately positioned13%Poorly positioned1%Very poorly positioned18Di

71、gital transformation in airportsHow significant are advancements in biometrics technology(e.g.facial recognition)in the future of airport operations?More than three-quarters of respondents recognize that biometrics is a key enabler for modernizing airport operations.Biometric technology uses facial

72、recognition,fingerprints or iris scans to enable seamless check-in,security checks and boarding,without human intervention.It is crucial for automation as it integrates seamlessly with automated systems to reduce dependency on manual processes,optimize resource allocation and improve accuracy.It can

73、 also help mitigate labor shortages by reducing the need for staff-intensive operations,at the same time as cutting costs.Numerous airports around the world already make use of biometrics.For example,Changi Airport in Singapore offers a fully biometric passenger journey from check-in to boarding,eve

74、n including passport-free arrival and immigration.Using the new technology reduces wait times,document checks and the number of human operators needed.Similarly,Frankfurt Airport has implemented a biometric facial recognition solution at all passenger touchpoints,cutting passenger processing times b

75、y 30%.Biometrics is a key enabler for modernizing airport operationsSource:Roland Berger47%Very significant37%Significant3%Slightly significant11%Moderately significant2%Not significant19Digital transformation in airportsAs we have seen,airports face growing challenges related to operational efficie

76、ncy,evolving passenger expectations and mounting cost pressures.To remain competitive and achieve sustainable growth,they must embark on a journey of digital transformation,increasing their investment in technology,IT and automation.This will allow them to bridge the gap between current capabilities

77、 and future requirements.The survey makes it clear that industry players recognize the importance of innovation and are committed to investment.However,they still need to address significant gaps in satisfaction and readiness.By tailoring solutions to regional needs and supporting airports overall r

78、eadiness for transformation,industry stakeholders can capitalize on the momentum.Innovations and new technology can enhance operational efficiency and accommodate rising passenger numbers,while streamlined processes ensure smoother operations and fewer delays.These advancements will enable airports

79、to set new standards in operational excellence.The need for airports to prioritize investments in advanced IT and AI solutions is clear.At the same time,they must fully embrace automation technologies in order to tackle labor shortages,rising wage demands and financial constraints while maintaining

80、efficiency and overall high service standards.Automation reduces reliance on staff,lowers operational costs and ensures smoother,more efficient processes,making it pivotal for modernizing airport operations.Conclusion20Digital transformation in airportsRoland Berger is the ideal partner for guiding

81、your airport transformation.Our value proposition consists of a combination of a proven track record of successful projects with our theoretical knowledge as an industry thought leader.This allows us to provide our clients with tailored solutions that address the specific needs of the dynamic aviati

82、on landscape.What we offer:Long-standing global experience:We have an extensive track record of diverse,complex,high-profile projects for airport operators and investors at more than 80 airports worldwide A results-driven approach:We focus on creating fast,measurable,sustainable impact by combining

83、our proven industry tools with innovative working concepts A senior team with hands-on expertise:We draw on senior Roland Berger and external experts with extensive knowledge of the aviation industry Industry insights:Our regular research publications guarantee our position as a thought leader in th

84、e aviation sector A theoretical toolbox:Our commitment to knowledge-sharing ensures that our team is always equipped with the right information to make strategic decisionsRoland Berger can help you start your transformation journey by identifying tailored innovation opportunities to drive your airpo

85、rt operations and IT strategy forward and set yourself apart in this competitive industry.We offer you our Quick Audit as starting point for collaboration.Why Roland Berger?21Digital transformation in airportsCollaborate with Roland Berger The Quick Audit enables the development of concrete working

86、hypotheses to drive airport innovation forwardGoalIn a fast-paced manner,think through a potential common project driving airport innovation forwardFocus areasEnsure a common,coordinated and more detailed understanding of the key points of a potential projectKey points include content hypotheses,con

87、crete result contributions,critical milestones,dependencies between modules,workload estimation,etc.ProcedureThe Quick Audit follows a proven four-step approach by Roland BergerApproachQuick and pragmatic end-to-end simulation of a potential project1234Data requestFeedback to top managementCalibrati

88、on workshopConsolidation and wrap-up22Digital transformation in airportsOrientationClarity on the current situation and identification of potential focus areasHeatmapConsolidation of key focus areas to pursue based on structured inputClear path forwardDefined roadmap with next steps,responsibilities

89、 and timelinesInitial quantification of key measuresTransparent view of impact for key measuresExpected outcomes of the Quick Audit23Digital transformation in airportsYour contactsat Roland BergerFlorian DehnePartner+41 79 808 86 Philipp GroschePartner+49 160 744 Gabriel SchillaciPartner+33 6 76 98

90、80 Heiko MosetterPrincipal+49 160 744 35 Dustin HerrPrincipal+49 160 744 62 Special thanks to Aristid Klumbies and Lisa Hallmann for steering the publication.24Digital transformation in airportsInternational contactsGermanyUwe HoermannSenior Partner+49 160 744 35 Uwe WeichenhainSenior Partner+49 160

91、 744 42 SwitzerlandMatthias HankeSenior Partner+41 79 372 39 UKRobert ThomsonPartner+44 79 6767 Nikhil SachdevaPrincipal+44 73 8894 PortugalThomas SchlingensiepenPrincipal+35 1910 024 FranceDidier BrchemierSenior Partner+33 6 78 51 71 BrazilGeorges AlmeidaPartner+55 11 97203 UAEUsman TahirPrincipal+

92、971 50 320 USAPhilipp LeutigerSenior Partner+1 857 272 02 Norman FirchauPartner+1 248 885 25 26Digital transformation in airportsThis publication has been prepared for general guidance only.The reader should not act according to any information provided in this publication without receiving specific

93、 professional advice.Roland Berger GmbH shall not be liable for any damages resulting from any use of the information contained in the publication.2025 ROLAND BERGER GMBH.ALL RIGHTS RESERVED.05/2025 ROLANDBERGER.COMROLAND BERGER is one of the worlds leading strategy consultancies with a wide-ranging

94、 service portfolio for all relevant industries and business functions.Founded in 1967,Roland Berger is headquartered in Munich.Renowned for its expertise in transformation,innovation across all industries and performance improvement,the consultancy has set itself the goal of embedding sustainability in all its projects.Roland Berger revenues stood at more than 1 billion euros in 2023.Publisher Roland Berger GmbHSederanger 180538 MunichGermany+49 89 9230-024_2702_FLY