Since its opening in 2019, IGA Istanbul Airport has quickly secured a place among the world’s leading airports, continually aiming to transform the passenger experience by embracing technology. Strategically located at the crossroads of Europe and Asia, Istanbul Airport has held the title of Europe’s busiest airport for the past four years. By 2024, it is expected to reach a capacity of 517,284 flights and over 80 million passengers annually.
However, this growth is based solely on numerical data, and IGA Istanbul Airport’s primary focus is on digitalising the passenger experience, ensuring a seamless transition at every step. Cutting-edge innovations play a critical role in enhancing operational efficiency as well as providing passengers with a smooth travel experience.
Free Unlimited Wi-Fi and a Digitised Travel Experience
From day one, IGA Istanbul Airport has provided passengers with a significant advantage by offering free unlimited Wi-Fi. Using Turkish Airlines and IGA’s joint infrastructure, passengers can easily access internet services. This innovative system not only provides internet access but also offers exclusive customer solutions to Turkish Airlines passengers, connecting them to the digital world before and during their flight. Dr. Reha Çetin states that the purpose of this technology is “to connect guests to the digital world,” highlighting its essential role in the smooth operation of the airport experience.
By 2025, the “Digital Travel” and “Smart Airport” projects will see big data, artificial intelligence, and autonomous systems integrated into the services of IGA Istanbul Airport. These projects aim to personalise passenger experiences further, delivering a continuous experience across both physical and digital processes.
Digitised Passenger Experience: Mobile App and Artificial Intelligence
IGA Istanbul Airport stands out for the steps it has taken in its digital transformation. Specifically, the mobile app plays a significant role in offering a personalised experience for passengers. The app serves as a platform that assists passengers at every stage of their journey, from before to after the flight. Through the app, passengers can track flight details, access airport services, and carry out transactions such as shopping in a digital environment. Additionally, digital payment and shopping options are available through platforms like “Istanbul Airport Wallet” and “istbuy.”
To respond quickly to passenger needs, IGA Istanbul Airport actively uses the AI-powered IGA Chatbot. This chatbot provides an interactive experience through various digital channels, offering passengers instant responses to their queries.
Furthermore, augmented reality (AR) technology is used to develop mobile maps, making it easier for passengers to navigate the airport. The AR application also features gamification elements, giving passengers the chance to earn rewards.
Digitised and Personalised Services
The digital services provided by IGA Istanbul Airport are not just technology-focused, but also aim to offer tailored solutions for each passenger. For visually impaired passengers, the mobile app offers audio-guided steps, while easier transition and service options are available for families with children or elderly passengers. Çetin emphasises that these services are designed to meet the needs of all passengers.
Additionally, the “Track Your Loved Ones” feature within the airport allows passengers to monitor their loved ones and offer assistance if needed. The IGA Istanbul Airport app also includes an interactive map showing food, beverage, and shopping locations within the airport.
Smart Airport and Technological Innovations
IGA Istanbul Airport has implemented biometric systems as part of its “Smart Airport” concept. After check-in, passengers can use digital identity cards for quick access points and complete processes using facial recognition technology. Thanks to biometric verification systems, passengers can move more quickly and securely.
Moreover, the robots and autonomous vehicles within the airport streamline logistics processes and provide faster services to passengers. More advanced robotic systems and increased use of autonomous vehicles are planned for 2025. Additionally, AI-powered “Smart Information Panels” and “Digital Twin” systems enhance operational efficiency and monitor all processes in the airport seamlessly.
Sustainability and Future Vision
IGA Istanbul Airport also provides examples of how digital technologies can be used to achieve sustainability goals. Çetin indicates that future transportation solutions will integrate sustainable technologies, such as electric vehicles and autonomous flights, to minimise the carbon footprint. The airport is also contributing significantly to the aviation sector with projects that improve energy efficiency and adopt environmentally friendly approaches.
By continuing its mission to transform the passenger experience through digitalisation and smart technologies, IGA Istanbul Airport successfully creates the airport of the future today. These innovative steps will position the airport as a global leader and continually elevate the quality of services it provides to passengers.
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