The future passenger experience: A shift from physical to virtual design

The importance of passenger experience in aviation has become well understood in the last several years. It is now generally accepted that the provision of good passenger experience is not an option, but a necessity, from an aviation profitability perspective. In this paper, we paint a picture of the future passenger experience by consolidating a number of industry and research perspectives. Using the future passenger experience as a starting point, we explore the components needed to enable this future vision. From this bottom-up approach, we identify the need to resolve data formatting and data ownership issues. The resolution of these data integration issues is necessary to enable the seamless future travel experience that is envisioned by the aviation industry. By looking at the passenger experience from this bottom-up, data centric perspective, we identify a potential shift in the way that future passenger terminals will be designed. Whereas currently the design of terminals is largely an architectural practice, in the near future, the design of the terminal building may become more of a virtual technology practice. This of course will pose a new set of challenges to designers of airport terminal environments.