Digital Transformation in Airport Ground Operations

TL;DR

This paper explores how digital transformation has primarily aimed to improve efficiency and reduce costs in airport ground operations, while also enabling new business models and revenue streams.

Contribution

It provides an analysis of the impact of digital technologies on ground handling processes and identifies areas affected by digital transformation, using NASA technology readiness levels.

Findings

Ground handling agents focus on process efficiency and cost reduction.

Digital transformation enables new revenue streams and business models.

Assessment of technology maturity levels in airport ground operations.

Abstract

How has digital transformation changed airport ground operations? Although the relevant peer-reviewed literature emphasizes the role of cost savings as a key driver behind digitalization of airport ground operations, the focus is on data-driven, customer-centric innovations. This paper argues that ground handling agents are deploying new technologies mainly to boost process efficiency and to cut costs. Our research shows that ground handling agents are embracing current trends to craft new business models and develop new revenue streams. In this paper, we examine the ground handling agent's value chain and identify areas that are strongly affected by digital transformation and those that are not. We discuss different business scenarios for digital technology and link them with relevant research, such as automated service data capturing, new digital services for passengers, big data, indoor navigation, and wearables in airport ground operations. We assess the maturity level of discussed technologies using NASA technology readiness levels.