SIN, HKG, BLR, NRT, ICN, AKL & more among FTE Airport Digital Transformation Power List Asia-Pacific 2024

Changi Airport Group’s digital factory known as DIVA – which stands for Digital, Innovation, Ventures and Analytics – is helping transform operations and further enhance the traveller experience. As Senior Vice President, DIVA (Digital Factory), Jeffrey Loke leads the team developing, experimenting and launching new digital products and services.

Changi is leveraging innovative technologies such as Extended Reality, Machine Learning, Internet of Things and edge computing to enable the airport to seamlessly engage travellers at various touchpoints, from before they arrive at the airport to after they leave.

Meanwhile, Changi Airport Group also recently signed a Memorandum of Understanding to collaborate on the International Aviation Lab established by the Civil Aviation Authority of Singapore to jointly explore, initiate and undertake innovation projects.

Airport Authority Hong Kong is progressing its ‘Smart Airport’ journey at Hong Kong International Airport (HKIA), including the recent launch of a Smartphone Express Bag Drop Service. A development of HKIA’s Flight Token smart technology, the new service enables passengers to complete online check-in and scan their travel documents with their smartphones before heading to the airport. Passengers are able to complete all departure procedures using only their smartphones and facial recognition technology, including online check-in, travel document verification, bag drop, entering the security area, and boarding through self-service. The airport explains that Flight Token is the world’s first service that applies facial recognition technology to complete the entire departure process at the airport.

As Chief Information Officer, Lily Lai leads the teams responsible for HKIA’s continuing efforts to work with business partners developing and adopting different technological and innovative solutions as part of its ‘Smart Airport’ journey.

Malaysia Airports’ digital innovation framework, called Airports 4.0, focuses on four key digital transformation themes – terminal operations, passenger experience, staff mobility, and safety & security. Malaysia Airports has already launched a number of integrated initiatives such as a mobile app, surveillance for crowd management and retail analytics, single token for contactless and seamless passenger experience, connectivity and Airport Collaborative Decision Making (ACDM) to drive its vision of a “connected and digital airport”. The airport group has invested in a robust network technology foundation to be able to support these digital initiatives. The Network Refresh, in collaboration with Huawei, enables Kuala Lumpur International Airport to be compatible with technologies such as 5G, Wi-Fi 6, Internet of Things (IoT) and Artificial Intelligence (AI).

As Chief Information Officer, VijayKumar Dayinde is a driving force behind Airports 4.0 and Malaysia Airports’ digital transformation efforts.

Bangalore International Airport Limited, operator of Kempegowda International Airport (BLR), opened the state-of-the-art new Terminal 2 a year ago, with a focus on cutting-edge technology and passenger-centric amenities to offer a seamless travel experience.

As Chief Information Officer, George Fanthome is leading the teams strengthening BLR Airport’s digital roadmap, leveraging the power of cloud computing and digital technologies, and creating an environment for startups to innovate. The airport has entered the Metaverse with the ‘BLR Metaport’, while ‘BLR Pulse’ provides a personalised digital travel buddy. The omnichannel app allows passengers to navigate within the terminal buildings and take control of their journey at departures and arrivals by providing essential information about the airport in real-time, as well as an interactive chatbot.

Indeed, BLR Airport’s digital roadmap uses a combination of technologies including cloud computing, blockchain, Internet of Things, Machine Learning, Artificial Intelligence, robotics, Augmented and Virtual Reality, and more.

Narita International Airport’s ‘AIR Narita’ system innovation project was launched to rebuild multiple systems into an integrated format. The airport is building the foundations for continuous business optimisation by integrating all services and systems into one across all departments, with the main aim of contributing to sustainable growth.

Tatsuya Narukiyo, Chief of Digital Transformation Development and Corporate Planning Division, is a driving force behind the teams proactively incorporating robotics, Artificial Intelligence (AI) and other cutting-edge information and communications technologies to promote business efficiency and enhanced productivity. Narita is promoting the use of vehicles with driverless technology and is also moving forward with the use of AI with the aim of improving customer satisfaction. It has introduced an AI chatbot service, called BEBOT, to provide real-time responses to customers. Meanwhile, Narita has also introduced Japan’s first end-to-end biometric boarding process, enabling passengers to travel through the entire airport without using paper documents or touching screens.

Incheon Airport aims to provide the customer with seamless hands-free travel throughout their whole journey. Soonil Hwang, as Deputy Director, Fast Travel Team, has a key role in the Fast Travel program, which is elevating the customer experience and optimising efficiency at Incheon. As part of this, Incheon has analysed the demands of customers and drawn a ‘Journey Map’ that highlights the importance of key values including ‘Time’, ‘Convenient Journey’, and ‘Easy’ in terms of elevating CX. The Fast Travel Team has, therefore, installed self-service check-in and bag drop, as well as automated and biometric-enabled e-gates. Future plans include connecting separated services in order to facilitate truly seamless hands-free travel with ‘One ID’ by cooperating with other airports and industry stakeholders.

Incheon is also exploring robotics and Artificial Intelligence technologies to further transform both CX and operational efficiency. It is also notable for its Extended Reality Metaverse, which provides an indoor wayfinding service based on 3D spatial data and Augmented Reality technology.

As one of the largest private airport companies in India, GMR Group is driving several initiatives to enhance business prospects in terms of superior customer experiences, revenue enhancement and cost-reduction opportunities, as well as agile and efficient internal processes.

Rama Iyer, Head – Innovation, is a driving force behind GMR Group’s culture and philosophy of open innovation that enables the free flow of ideas and resources between GMR and external ecosystem partners via GMR Innovex. As the innovation vertical of GMR, GMR Innovex recently introduced a Next-Gen Intelligent Airport Operating System (iAOS) – a ground-breaking platform leveraging Artificial Intelligence (AI), Machine Learning (ML), and Internet of Things (IoT) to transform airport operations. By creating a digital twin of the airport, iAOS offers a comprehensive, real-time view of airside, landside, and terminal activities, empowering airports to become smarter, more efficient, and passenger-centric. By leveraging AI, ML and IoT, iAOS has the potential to set a new industry standard for intelligent airport management.

Meanwhile, in April 2024, GMR Group acquired an 8.4% stake in WAISL, to further its efforts to deliver world-class, end-to-end digital infrastructure.

The digitisation of Auckland Airport is part of a 10-year transformation to create an outstanding customer experience for travellers. Richard Wilkinson was appointed Chief Digital Officer at Auckland Airport 18 months ago and is focused on management of the airport’s technology function, as well as delivery of digital innovation. Auckland Airport is in the midst of a substantial investment in its core infrastructure to greatly improve the customer experience, with technology an important underpinning enabler for that investment, ensuring operations and services across the aviation system run as efficiently and effectively as possible.

Digital services and technology have an important role to play in ensuring every visit to Auckland Airport is seamless. As part of this, it is exploring robotics, automation, Artificial Intelligence and much more, to enhance operational efficiency and passenger experience. Meanwhile, Auckland Airport has also implemented Airport Collaborative Decision Making (A-CDM) for smarter operations.

Kansai Airports – operator of Kansai International Airport, Osaka International Airport, and Kobe Airport – is leveraging digital solutions, such as self-service, mobile services and biometrics, in order to achieve seamless travel. The aim is to integrate all steps in the passenger journey within one complete digital experience.

The teams led by Pascal Pipon, Chief Information Officer, are driving these efforts. Kansai Airports has, for example, deployed intelligent check-in kiosks that identify bottlenecks in passenger flow, eliminate congestion and contribute towards a fully connected passenger experience. Through a number of inbuilt technologies, such as collision avoidance, the kiosks move swiftly between different areas of the airport when required. Kansai Airports has also sought to introduce robotics and Artificial Intelligence technologies as it moves towards automation across its entire portfolio. Automation is helping increase capacity by serving more passengers, more efficiently, while better serving airline partners.

Meanwhile, Kansai Airports is also collaborating with industry partners, including ANA All Nippon Airways, Japan Airlines and Airbus, on the launch of electric vertical take-off and landing (eVTOL) operations in time for Osaka Kansai Expo 2025.

As Chief Technology Officer, Tom McCormack is responsible for the design and implementation of all technology and cybersecurity aspects of what will be Australia’s most technologically advanced airport. He is passionate about technology leaders using a strong voice at the executive level to create new levels of digital efficiency and advantage for business and in doing so grow the abilities of technology professionals and technology providers.

Western Sydney International Airport – described as Australia’s first ‘smart airport’ – is scheduled to open in 2026, with the objective of delivering seamless travel experiences for passengers through smart design, technology and 24/7 service. The infrastructure project, planned and designed with 21st century thinking, aims to deliver simple and intuitive wayfinding around the terminal that will be easy to navigate. The airfield will also be able to support emerging technologies such as electric aircraft in the future. As a member of the Western Sydney International Executive Team and leading the airport’s technology efforts, McCormack is empowered to create a digital-first, technology-enabled airport from scratch, utilising robotics and automation, Artificial Intelligence, and much more.

The Airports of Thailand (AOT) vision is to operate “the world’s smartest airports”, and innovation and digital technologies are central to its operations strategy. The teams led by Kittipoj Venunantana, Senior EVP (Digital and Communications Technology), are continuously applying Information Communication Technology (ICT) to support airport operation and internal affairs management. AOT has created a Digital Action Plan, which consists of: elevating service quality and security by applying ICT innovation; developing information systems and applying technology to increase management efficiency; strengthening its digital workforce; and developing and improving the ICT infrastructure to increase capability and support future demands.

AOT has set the direction in applying digital technology to enhance the passenger experience under the concept of ‘A Life Airport’. Highlights of AOT’s innovation projects include fast automatic self-check-in kiosks for passengers; self-bag-drop points with barcode luggage tags for effective tracking and management; passenger baggage reconciliation system; advanced passenger processing system; and the AOT mobile app, which provides passengers with real-time flight status, as well as information on shops and restaurants at the airports.

Melbourne Airport is driving tech innovation across its operations. A key element of the airport’s vision is making every part of the traveller journey as seamless as possible, with digital wayfinding and frictionless WiFi access among the ways in which it is achieving this.

The airport is leveraging the Internet of Things and advanced data analysis to improve passenger flow and reduce congestion, connecting various airport systems and vehicles to provide real-time information. This helps manage ground procedures, electric vehicle charging, autonomous operations, and smart facilities. Melbourne Airport also recently built a cutting-edge Azure data analytics solution that allows staff to conduct real-time data analysis with the power to transform how the airport responds to passenger needs by proactively anticipating and solving problems. The Data and Analytics platform – called the ‘the DnA Platform’ – is built on a modern architecture that can ingest data from a vast range of existing sources. These include parking, airport operational systems, management systems, customer portals, sales data, and more. As Chief Information Officer, Anthony Tomai has a central role in Melbourne Airport’s myriad digital transformation efforts.