Passengers and Technology: An Emotional Journey

Nov 05, 2015

The Air Transport World (ATW) / SITA webinar threw up some interesting facts yesterday when experts from SITA and the Ecole Polytechnique Federale de Lausanne (EPFL) discussed how airlines and airports should better understand passengers’ emotions and tailor technology to make air travelers happier.

Using statistics from the SITA 10th annual Passenger IT Trends Survey, and research from Pu Faltings Pearl, Head of the Human Computer Interaction Group at Ecole Polytechnique Federale de Lausanne, the panel discussed ways of engaging with the connected traveler to alleviate the frustration and stress at pain points throughout the airport and enhance the more relaxing moments of the airport journey.

Having immediate access to real-time, reliable information on flight status, gate information and baggage claim details was deemed to be a critical factor in addressing some of the negative emotions experienced by passengers and also to encourage the adoption of smartphone and other smart devices for travel purposes.

The FlightInfo API, mobile and smartwatch boarding cards, NFC (Near Field Communications), beacons and airport maps and the BagJourney baggage tracking system, which were presented by Renaud Irminger, Director of SITA Lab, are all technologies that are offered by SITA to enhance the passenger airport experience.

More information on these technologies is available on the site.

The SITA Passenger IT Trends Survey is available at