Digital Airport Index Mijksenaar

Europe 2019

Summary

The comprehensive infographic below shows the results of the 2019 Digital Airport Index Europe.

This year’s top-ranking European airport is Amsterdam Airport Schiphol. Their dedication to digitalization as laid out in their ‘Digital Airport Program’ is paying off, as Schiphol scored 13 out of the available 16 points. Compared to the 2017 Index, they climbed 7 places to the top spot.

We found a strong pack of runners up in Charles de Gaulle Airport, Manchester Airport and Gatwick Airport. These three airports share second place, scoring only one point below Schiphol. Gatwick climbed 30 places, which goes to show that established airports can make fast progress when digital services are given the attention they deserve.

The third tier of airports share sixth place, all scoring 11 points. The strongest climber among those is Istanbul Airport, which climbed an unprecedented 44 places. Moving to a brand-new airport clearly gave them the opportunity to boost their digital services as well.

Sixteen of the fifty airports researched descended more than 10 places on the index. For digital services, standing still is clearly not an option.

58% of airport WiFi networks in Europe require some kind of registration. This is surprising because, especially in Europe, many passengers view providing their mail address as a privacy infringement.

86% of the European airports offer their own dedicated app. These do face a lot of competition from airline apps, and it remains to be seen if the considerable investments made in these apps will pay off.

48% of the European airports provide three or more options to reach them through direct messaging. In digital services, it is important to follow the communication preferences of the passengers.

The Index compares and rates the digital customer journey on the following criteria: connectivity, communication, consistency and commerce. Explanations of the scoring criteria can be found below the infographic.

The data for this index was gathered in Spring 2019, amongst the 50 busiest airports in the Europe IATA region. A more detailed report about a region or specific airport can be requested using the form below.

Criteria

At Mijksenaar, our focus is always on the end-user. Therefore, all the criteria we use to measure the digital performance of airports have to do with the impact digital services have on passenger experience. 
A more detailed explanation of the criteria can be found in the personal report.

Connectivity

The ability of the passenger to connect to the airport’s digital infrastructure.

1 WiFi
• Does the airport offer free (one-click) WiFi access?
• Does the airport offer unlimited (in time) WiFi access?

2 Indoor location and navigation
• Does the airport provide an interactive map?
• Does the airport provide indoor navigation?

Consistency

Does the airport maintain a consistent brand identity through their digital channels?

5 Color scheme
• Does the website color scheme match the airport brand?
• Is the same logo being used across channels?

6 Naming
• Is the airport name being used consistently across channels?
• Is the official airport name being used?

Commerce

What kind of paid goods and services are being offered to passengers on their handheld devices?

3 E-shopping
• Does the airport have a shop&collect service?
• Is it possible to buy extra services online?

4 E-parking
• Can parking spots be reserved online?
• Is it possible to pay parking fees digitally even if the spot is not booked online?

Communication

Does the airport provide sufficient communication means to their passengers? And does the airport share their data?

Significant social media engagement
• Does the airport provide sufficient direct
messaging options?
• Does the airport use social media to express their identity?

Data sharing
• Does the airport provide an API for flight data?
• Does the airport provide real time or projected waiting times?

58% of airport WiFi networks in Europe require some kind of registration. This is surprising because, especially in Europe, many passengers view providing their mail address as a privacy infringement.

86% of the European airports offer their own dedicated app. These do face a lot of competition from airline apps, and it remains to be seen if the considerable investments made in these apps will pay off.

48% of the European airports provide three or more options to reach them through direct messaging. In digital services, it is important to follow the communication preferences of the passengers.

Contact us for a personalised report

Fill in the form below to request a personal report of a specific Digital Airport Index.