Volume 19 (2024-25)

Each volume of Journal of Airport Management consists of four, quarterly 100-page issues published both in print and online. The articles published in Volume 19 are listed below:

Volume 19 Number 1

• Editorial
  Simon Beckett, Publishing Editor, Journal of Airport Management
• Case Studies
  The intersection of data and human behaviour in aviation
  Dionne Crutchley, General Manager, Terminal Operations, The Calgary Airport Authority
  Abstract

  This paper explores the critical intersection of data analytics and human behaviour within the aviation industry, emphasising the need for a balanced approach to enhance operational efficiency and passenger experience. As airports increasingly rely on data-driven decision making, the paper identifies key areas where data can optimise operations while also highlighting the importance of understanding human stressors in dynamic airport environments. Readers can expect to gain insights into how various stressors influence traveller behaviour and decision making. By employing a human-centred design approach and recognising the complexities of passenger experiences, stakeholders can develop strategies that effectively address both operational goals and individual needs. The paper illustrates the significance of context in interpreting data and the necessity of collaboration among diverse teams to create guest-centric solutions. Ultimately, it underscores that integrating human understanding with data analytics is essential for navigating the challenges of modern air travel, ensuring that advancements truly enhance the travel experience rather than complicate it.
  Keywords: data analytics; passenger experience; human behaviour; operational efficiency; collaboration

• Case study: Automated staff assignment with LiDAR tracking for security control at Munich Airport
  Robert Götze, Senior Security Manager, Corporate Security, Aviation Security Policy, Munich Airport and Andreas Hofmann, Director Business Development, Amorph Systems
  Abstract

  Munich International Airport (MUC) is a major European hub that, in 2023, served 219 destinations in 64 countries by 99 airlines. Like many airports throughout the industry, MUC has been affected by staff shortages and has explored ways to improve efficiencies while maintaining safety and security. This paper describes a project to automate a process for random assignment of airport staff and airline crews to alternative screening areas at a control point. The paper explains the approach taken from concept design through implementation, including the challenges faced, the lessons learned and ultimately, the success achieved.
  Keywords: automated staff assignment; tracking; LiDAR; process design; visual walkthrough

• A data-driven approach to elevating airport experiences: Insights from Ontario International Airport’s journey mapping analysis
  Tiffany Sanders, Director of Customer Experience, Ontario International Airport, Samantha Flores, Director of Hugo, and Melissa Hoelting, Assistant Director of Hugo, Corgan
  Abstract

  At Ontario International Airport (ONT), elevating the customer experience goes beyond increasing operational efficiency. By using a comprehensive, data-driven approach to creating a customer journey map, ONT gains a clear and comprehensive understanding of a passenger’s experience throughout the airport. This paper identifies key problems, areas of success and opportunities for improvement, leading to informed decision making and strategic investments that elevate overall customer satisfaction. Readers will learn the purpose and application of a customer journey map, including how to identify critical touchpoints and visualise the user experience from start to finish. The paper also introduces behavioural science tools, such as retina-scanning glasses, which help benchmark current experiences and uncover gaps in service. Additionally, it highlights the role of data-driven insights in influencing future design strategies, considering spatial features, emerging trends, policy changes and technology integration. The paper describes how to analyse and prioritise recommendations across each touchpoint, fostering cross-organisational consensus and guiding strategic investments in enhancing the airport experience. This knowledge is vital for professionals looking to innovate in service and infrastructure improvements, ensuring a world-class experience for airport passengers.
  Keywords: passenger journey mapping; user experience; environmental quality; Ontario International Airport (ONT); wayfinding

• Navigating the PFAS landscape and successfully transitioning away from aqueous film-forming foams
  Noah J. Karberg, Airport Manager and Cameron M. Woods, Environmental Coordinator, Nantucket Memorial Airport
  Abstract

  Per- and polyfluoroalkyl substances (PFAS) are a class of synthetic compounds that are ubiquitous in many consumer and industrial products, including certain fire-fighting foams such as aqueous film-forming foam (AFFF) required by the Federal Aviation Administration (FAA) until 2024 for incident response and readiness. Recent regulatory changes, public health concerns and liability implications are likely to result in the discontinuation in the supply of AFFF; use of AFFF may also no longer be a tenable option for many airports based on its potential impact on public health via groundwater and public drinking water supplies. Transitioning from AFFF to a fluorine-free (F3) product involves assessment of liability, planning capital acquisitions and implementing the change successfully across airport lines of business. This paper specifically explores the successful PFAS management and transition strategy at Nantucket Memorial Airport.
  Keywords: per- and polyfluoroalkyl substances (PFAS); fluorine-free foam (F3); aqueous film forming foam (AFFF) transition; decontamination; capital planning

• From bricks to bytes: AI-based airport digital transformation in practice
  Robert Rauch, Innovation Manager, Fraport Slovenija and Christiaan Hen, Chief Executive Officer, Assaia International, Switzerland
  Abstract

  Air travel is one of the most developed and advanced forms of transport, the success of which is reflected in a high level of innovation and the safety and comfort of passengers. In the context of long-term growth in air travel, constant cost and capacity pressures at airports and rapid advancements in innovative technologies, numerous opportunities arise. The greatest risk for any airport would be to neglect digital transformation. Technological improvements based on innovative, sustainably oriented technologies have significant potential. This paper discusses how to address current challenges at airports using evolving technologies and artificial intelligence (AI). It examines the dynamics of ground handling operations and highlights the transformative impact of technology and innovation. Unlike landside operations, many airside processes at most airports remain manual and inefficient. The paper introduces an advanced solution for monitoring aircraft ground handling, enabling proactive management of flight delays and resource shortages due to changes in flight schedules. This tool offers insights into potential efficiency gains by using a system of cameras and AI for the automatic recognition of the start and end of aircraft turnaround processes, without human intervention in the process itself.
  Keywords: aircraft turnaround; ground handling; artificial intelligence

• Practice Papers
  Don’t be left at the gate: A practical guide to AI adoption for airports
  Chris Crist, Senior Deputy General Manager, Chief Technology Officer, Hartsfield-Jackson Atlanta International Airport
  Abstract

  Modern airports face increasing challenges due to the growing number of passengers and evolving security threats. The successful operation of an airport requires a delicate balance between efficiency, security and passenger satisfaction. Artificial intelligence (AI) offers the potential to revolutionise airport operations by improving passenger experience, enhancing security and optimising efficiency. Implementing AI presents challenges, however, including the need for a strong data foundation and a focused approach. Organisations should avoid trying to do too much at once and focus on specific AI applications. Building a data-driven culture and investing in data teams and chief data officers (CDOs) are essential for successful AI adoption. By addressing these challenges and embracing AI, airports can create a more efficient, secure and passenger-friendly environment.
  Keywords: artificial intelligence; AI; data-driven decision making; passenger experience; future airports; airport technology; airport management

• Data governance best practices for the AI-ready airport
  Trevor Strome, Director, Information Technology, Winnipeg Airports Authority
  Abstract

  Airports generate vast amounts of data across various systems that are crucial for operational efficiency, safety and enhanced passenger experience. As airports increasingly rely on this data in order to adapt to evolving passenger experience demands, business environments and regulatory requirements, data governance becomes essential for managing, safeguarding and leveraging data effectively. A robust data governance framework provides the structure for ensuring data quality, security and compliance while enabling airports to harness data for artificial intelligence (AI) applications such as predictive maintenance and passenger flow management. By starting with a clear scope, objectives and policies, airports can build a data governance framework that addresses both current needs and future challenges. This paper explores the role of data governance in making airports AI-ready, outlining best practices for implementing a governance programme. It highlights the importance of tools such as data lineage tracking and the need for strong data security measures to comply with regulations such as General Data Protection Regulation (GDPR). The paper also emphasises the need for a culture of accountability, outlining key roles such as data stewards and chief data officers (CDOs) to ensure consistent, robust data management. As AI adoption grows, airports must focus on maintaining data integrity, fostering transparency and ensuring regulatory compliance to unlock the full potential of their data assets while safeguarding privacy and building stakeholder trust.
  Keywords: data governance; artificial intelligence; AI; data privacy and security; regulatory compliance

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