Airports are no longer just places to catch flights. They are now smart ecosystems that enable seamless and more personalised experiences for travellers.
Changi Airport Group, manager and operator of Singapore Changi Airport, is a great example. It’s pioneering the use of data, AI and automation to transform passenger engagement, from pre-arrival to post-journey.
We spoke to Jeffrey Loke, Senior Vice President of Pricing and Commercial Strategy at Changi Airport Group, about how the company behind the world’s most awarded airport is creating the travel experiences of tomorrow.
Harnessing data and AI to build Changi’s SMART Airport Vision
Airports generate massive amounts of behavioural and transactional data, and they’re getting smarter about how to use it. In fact, more than 75 percent of airports are at a more advanced stage than simply collecting data for AI initiatives.
As part of its SMART Airport Vision, Changi Airport Group is combining AI with analytics to gain deeper insights into passenger behaviour and preferences.
It also enables Changi Airport Group to unlock operational efficiencies that further enhance the overall customer experience.
Exploring the potential of agentic AI
Changi Airport Group is exploring the possibilities of agentic AI to boost operational efficiency and reduce friction in customer journeys. This advanced AI can predict and recommend the next steps in various scenarios, making it a game-changer in an environment where standard operating procedures are the norm.
For instance, if a flight is delayed or a passenger falls ill, Loke says agentic AI could be used to automatically trigger the necessary actions.
Agentic AI could also be used to activate cleaners, manage service recovery and make timely announcements to passengers, all while optimising resources and reducing the need for human intervention.
Future-proofing travel with the right technology
Changi Airport Group is already testing several next-generation technologies to support Changi East, the airport’s largest-ever expansion project. They include robots that can clean airport facilities, return trolleys, and deliver food and beverages to passengers wherever they are located.
According to Loke, the key to successful technology implementation is to “start small”.
The future of air travel is seamless, personalised and AI-driven. With its SMART Airport Vision, Changi Airport Group is creating experiences that go beyond the terminal, providing passengers with a journey that is as intelligent as it is efficient.
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