DIGITAL TECHNOLOGIES AND INNOVATION IN AIRPORT SERVICES: A BENEFIT MODEL APPROACH

Abstract

Significant changes have taken place at airports due to market liberalization, airport privatization and growing competition. The growing demand and evolving expectations of passengers, require new ways of using technologies, to enhance operational processes and the whole travel experience. The digital era is transforming the aviation industry and has a significant impact on its future. The aim of this study is to assess the benefits of applying digital technologies to airports and airlines and their inseparable connection with innovative services provision to passengers, while it describes how to create a seamless end to end experience at the airport, maintaining a high level of security. Moreover, the study underlines the contribution of digital technologies to aviation industry, focusing on the organizational integration and passenger experience optimization. Reference is made to the pandemic, of COVID-19 and its impact on air travel. Primary research methodology is qualitative, with structured personal interviews, while the main findings indicated that through digital technologies and innovative services, the benefits for airports, airlines and passengers are increasing. Finally, this paper discusses a benefit model approach, based on the literature review and the research findings, that may have theoretical and practical implications.