Embracing AI automation to enhance customer experience, employee knowledge and build a smarter airport ecosystem

Ioanna Kalogiannaki
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Ioanna Kalogiannaki: Swissport International, The Netherlands

Journal of Airport Management, 2025, vol. 19, issue 4, 339-348

Abstract: The aviation industry has long been a cornerstone of global connectivity and has been adapting over the years to meet rising demand. As technology progresses, artificial intelligence (AI) has emerged as a transformative power, reshaping the aviation landscape. This paper explores the significant role of AI and automation in the ground operations ecosystem and the new airport era of digitalisation. Smart airports are offering solutions that enhance operational efficiency, improve customer experiences and empower employees with advanced tools and knowledge. The paper also examines the implications of AI, addressing the challenges of adoption, including system compatibility, cost concerns and regulatory compliance. It highlights what stakeholders can expect from emerging innovations, including enhanced efficiency, transparency and safety. As aviation embraces technological advancements, a collaborative effort between operators, employees and technology providers is essential. By focusing on innovation with a clear vision, the industry is likely to achieve a future where efficiency and passenger satisfaction reach the highest levels. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.

Keywords: AI automation; smart airports; ground operations; digitalisation; customer experience (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2025
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