How is AD Airports responding to changing customer demands post-pandemic?
The existing passenger personas have certainly changed, and the passenger of tomorrow is today’s younger generation. For example, today’s frequent leisure traveller seeks value for money but does not expect to compromise on service or ease of journey, while the business traveller is still pursuing a quick, non-contact and uninterrupted journey.
As a result, we are investing in self-service technologies and biometrics which will enable a more seamless journey for the different types of passenger personas, satisfying their common demand for a harmonious travel experience.
From a wider planning perspective, we are investing in technology to have better oversight of what our predicted passenger demand will be, ensuring that we have the right resources in place to match that requirement. We are committed to providing an exceptional customer experience for every passenger who comes through our airports, and this will help us achieve that.
What trends are driving the future of air travel? Sustainability? Wellness?
Sustainability remains a priority today and in the foreseeable future. As customers become increasingly aware of the global sustainability challenge, most travellers recognise the impact that aviation has on the environment and are ready to adjust their behaviour and consumption habits. The sustainability credentials of airlines and airports will be a key factor for the passenger of the future.
Premiumisation is another trend that will drive the future of air travel. As a result of pent-up demand and increased disposable income, consumers are more prepared to spend on premium products and services for leisure travel such as business class seats and the use of the VIP terminal and business lounge.
Tell us about the resurfacing plans for the Al Bateen Airport. Why now?
Every decade or so, runways require extensive maintenance programmes to sustain the required levels of efficiency and safety. The work will take place throughout the month of May until the end of July, and we have chosen this timeline in consultation with our stakeholders.
The runway resurfacing project is taking place to future proof the Middle East’s only executive airport for many years to come.
The work will focus on refurbishment and is the latest demonstration of our investment in safety and quality. Additionally, the work that is being undertaken will allow the airport to increase capability and accommodate larger aircraft.
What are your expectations for summer travel? Will we cross 2019 levels? Do you see pent up customer demand for travel after Covid-19 travel shutdown?
After two years of restricted travel, we expect a significant rebound of demand following the reopening of borders and ease of government restrictions in many countries such as India, Australia, and Singapore.
We expect not to reach 2019 levels yet, largely because capacity has not been fully restored and some markets such as China are yet to open, but we are certainly heading in the right direction. Traffic through our airport has tripled in comparison to Q1 2021 and our airline partners have reported strong demand. We welcomed the expansion of operations by home carriers Etihad Airways, Wizz Air Abu Dhabi and Air Arabia Abu Dhabi, the launch of 10 new routes as well as the resumption of carriers Go First and Pegasus Airlines.
How will digitalisation impact the future of travel?
Younger travellers demand smooth, touchless and seamless journeys, prioritising speed and convenience during their commute. Digitalisation, automation and the use of biometrics can help achieve this. From this perspective, technology can be used to improve traditional airport touchpoints to enhance the passenger journey.
Self-service bag drop, biometrics at check-in, immigration and boarding gates are all examples of the way digital can be integrated into customer-first experiences and personalised travel journeys in the future.