Our phones are often where we find, check, and plan practical details throughout the day. Traffic before leaving the house, timing for the next meeting, information needed to move forward with a plan.
The same pattern appears when passengers prepare for a flight. Before arriving at the airport, passengers check their departure time, follow traffic updates, coordinate rides, or look up details about their journey. By the time they enter the terminal, several parts of the trip have already been planned or adjusted on their phone.
Once inside the airport, passengers move through a sequence of steps that leave little room for mistakes. Finding the right entrance, checking baggage, passing security, and reaching the gate all require timing and attention. For many travelers, this part of the journey can feel uncertain or stressful. Airports have traditionally addressed this through the physical environment. Terminal layouts, signage, and staff help guide passengers through the building and keep flows moving.
Digital services help passengers make better decisions throughout the travel day. When used well, they can help passengers plan their journey, understand what to expect, and make decisions before and during their time at the airport. In practice, many airports are still exploring how digital fits into this responsibility.
In this article we share our perspective on the role digital can play in the airport experience. We explore how digital services can support passengers before and during their journey, how this can contribute to a smoother travel day, and how it can create value for the airport and the businesses within it.