Airport electronic gates, also known as e-gates or automated border control gates, are becoming increasingly prevalent at airports around the world. These gates are designed to streamline the immigration and security process for passengers by automating the verification of their identity and travel documents. In various ways airport electronic gates do impact passenger experience.
The recent challenge in the United Kingdom with electronic gates presents lessons for airports in Africa as they seek to adopt technology solutions. Airports should not just fold their arms and think that technology solutions will run on autopilot. They should anticipate challenges and come up with contingency plans for the anticipated scenarios.
Electronic gates can significantly reduce the time passengers spend going through immigration and security checks. By automating the process of document verification and biometric authentication, e-gates can help expedite the flow of passengers through the airport.
Passengers can often use electronic gates without having to interact with a border control officer, which can be particularly convenient for frequent travellers or those who prefer a more automated experience.
Electronic gates use biometric technology such as facial recognition or fingerprint scanning to verify passengers’ identities. This can enhance security by reducing the likelihood of fraudulent use of travel documents.
E-gates can help airports manage large volumes of passengers more efficiently, especially during peak travel times. By automating the process, airports can process more passengers in a shorter amount of time.
When functioning properly, electronic gates can provide a smooth and seamless experience for passengers, reducing stress and frustration associated with long lines and manual document checks.
The effectiveness of airport electronic gates can vary depending on factors such as the technology used, passenger compliance with requirements, and maintenance of the systems. Issues such as technical glitches, compatibility with various travel documents, and privacy concerns related to biometric data can also impact the overall passenger experience.
Overall, when implemented effectively, airport electronic gates have the potential to improve passenger experience by making the immigration and security process more efficient, convenient, and secure.
Chaos was last week reported at airports across the United Kingdom – as several airports had confirmed a nationwide border issue.
Both Stansted and Gatwick airports said the issue was related to e-gates at passport control. There are lessons from the report below on airport stakeholder collaboration, communication and crisis management. In the report below, it stated:
A Heathrow spokesperson said: “Border Force is currently experiencing a nationwide issue which is impacting passengers being processed through the border.
“Our teams are supporting Border Force with their contingency plans to help resolve the problem as quickly as possible and are on hand to provide passenger welfare. We apologise for any impact this is having on passenger journeys.”
Technology plays a significant role in enhancing the airport passenger experience in various ways such as:
Online booking and check-in. Here Passengers can book flights, select seats, and check-in online, saving time and avoiding long queues at the airport.
Mobile apps. There are many airports and airlines that offer mobile apps that provide real-time flight information, wayfinding, and updates on services like baggage claim and gate changes.
At airports, Self-service Kiosks allow passengers to check-in, print boarding passes, and even tag their own luggage, reducing wait times and improving efficiency.
Biometric technology such as facial recognition and fingerprint scanning is being used for security screening and boarding processes, speeding up the overall passenger flow.
Baggage tracking: Here RFID technology and mobile apps enable passengers to track their luggage in real-time, reducing the stress of lost baggage.
In-flight entertainment: Many airlines offer in-flight entertainment systems with a wide range of movies, TV shows, music, and games, enhancing the passenger experience during the flight.
Wayfinding technology: Indoor navigation systems, beacons, and digital signage help passengers navigate through the airport easily, find amenities, shops, and restaurants.
Queue management. This technology like virtual queuing and crowd monitoring systems help manage passenger flow and reduce congestion in security lines and boarding gates.
Personalised services: Airlines and airports are using data analytics and AI to provide personalised services and offers to passengers based on their preferences and travel history.
Contactless payment: Contactless payment options are becoming more common in airports, allowing passengers to make purchases quickly and securely without physical contact.
Overall, technology plays a crucial role in improving efficiency, convenience, and the overall passenger experience at airports, making travel more seamless and enjoyable for passengers.
The airport planning process must see technology as an important tool for a sustained positive passenger experience and so a rigorous process of strategic, scenario and contingency planning is required for technology adoption.
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