The first-ever Super Terminal Expo (STE) took place in Hong Kong from 5-7 November 2024, highlighting how the aviation industry is using technology to improve the passenger experience.
Since the first online airline ticket purchase in 1994, travel has been transformed by new technologies and changing passenger needs. At STE, companies like Amadeus and Creaxon Technologies shared how innovations like self-service kiosks, digital check-in, and biometric processing are making airport operations smoother and more convenient for travellers.
Sarah Samuel from Amadeus explained that airports and border forces are working together to create a smoother, hands-free travel experience. This includes changes to airport layouts, such as expanding capacity by 30-40% through automation, allowing airports to handle more passengers. She pointed to Singapore's Changi Terminal 2 as an example where automation has created a calm, spacious environment for passengers.
Generative AI is also shaping the future of airport experiences. It promises to personalise travel by syncing passengers’ preferences—like language settings and loyalty programs—directly to their smartphones.
Although many travellers use digital wallets now, some still prefer carrying cash. Arslan Yasin from Global Exchange Group shared that his company offers a click-and-collect currency exchange service to meet this demand and protect against fluctuating exchange rates.
Yasin also mentioned that people still prefer having some cash on hand when travelling, as it provides a sense of security and avoids the risk of exchange rate changes. His company recently introduced a service that refunds unused currency at the same rate it was purchased.
To further improve the travel experience, airport operators are working to make safety checks more streamlined and less disruptive. The aim is to relax restrictions on carry-on items, which can be a hassle for many travellers. However, integrating new technology while keeping safety standards intact remains a challenge.
As travel trends shift, less-intrusive processes will become the norm. Achieving efficiency and security will rely on building trust with passengers, especially when it comes to handling personal data.
Jin Fan from Arup stressed that it’s important for governments, airport agencies, and airlines to be transparent about how they store and use data. Trust can be easily lost if passengers feel their privacy is being compromised.