Over the last five years, airports have undergone a great transformation in their business and in the services offered to passengers. The rise of low cost carriers and of social networks have put in place new variables, which cannot be neglected when assessing new strategic business policy.
Following the road of technological innovation, Bologna airport is preparing itself for the challenge presented by the forecast increase in passengers.
In this context, over the last five years Bologna Airport (BLQ) has worked to implement a lot of projects to take advantage of new technologies and to better manage its customers’ passenger experience.
So the airport has created, for example, a business intelligence platform, called “Know Your Customer” that provides for:
- A Customer Relationship Management system (CRM);
- The extension of Wi-Fi internet connection coverage throughout the whole airport area;
- Promotion of the use of social networks;
- Implementation of a passenger tracking system to monitor, through mobile devices, the flows within all airport spaces;
- Implementation of a Terminal Simulation system to simulate the flows and to improve efficiency and airport space utilization;
- Implementation of a purchase reporting system placed in every point of sale (Shop View);
- A system called One Touch BLQ based on beacon technology and on a TAG QRCODE/NFC.
Bologna Marconi Airport aims to provide a smart and modern way for all terminal visitors in transit to receive contextualized information, to diversify its information channels, and to improve the overall passenger experience. The first part of this project consists of providing predominantly operational information, and in a second phase, this tool will offer the ability to perform proximity marketing and commercial operations.
In addition to this, and in line with the strategic approach to “self-technologies”, Bologna Airport has developed other innovative projects. In partnership with the technology leader SITA, it has developed 4 common self-service baggage drop-off desks that some airlines will use within the next month, and has installed three Automatic Border Control machines in the arrival passport control points.
With another technological partner, LOGITAL (Logital Group), it has also developed an innovative system for tracking hold luggage with the use of beacon and Bluetooth technology, and we are developing a new common machine for the measurement of hand luggage in the check-in area.
Following the road of technological innovation, Bologna airport is preparing itself for the challenge presented by the forecast increase in passengers.
