Digital Airport Index Mijksenaar

Americas 2019

Summary

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

First place on the 2019 Digital Airport Index Americas is shared by three airports. Atlanta, Los Angeles and Montréal all scored 11 out of the 16 possible points – which is below the top scoring airports in Europe. Atlanta and Montréal climbed up one spot compared to 2017, while Los Angeles climbed an astonishing 25 places.

There are 7 runners up: Toronto, Newark, Minneapolis, Vancouver, Rio de Janeiro, LaGuardia and Charlotte. These seven airports share fifth place, scoring only one point below the first place contenders. LaGuardia climbed 22 places, which goes to show that established airports can make fast progress when digital services are given the attention they deserve. Rio de Janeiro is by far the best scoring airport in South America.

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

44% of American airports have the airport IATA code appear in Google search results. It seems like American passengers know their abbreviations well.

30% of the American airports offer their own dedicated app. There is a solid offering of apps being offered by airlines instead, which provide the passengers the flight information they need.

12% of the American airports provide three or more options to reach them through direct messaging. This is way below the European percentage (48%).

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 Americas 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?

44% of American airports have the airport IATA code appear in Google search results. It seems like American passengers know their abbreviations well.

30% of the American airports offer their own dedicated app. There is a solid offering of  apps being offered by airlines instead, which provide the passengers the flight information they need.

12% of the American airports provide three or more options to reach them through direct messaging. This is way below the European percentage (48%).

Contact us for a personalised report

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