Digital Airport Index Mijksenaar

Europe 2017

Summary

The comprehensive infographic below shows the results of the 2017 European Digital Airport Index.

Copenhagen Airports is the top ranking airport with 7 points. Second place shared by Frankfurt Airport and Manchester Airports with each 6 points. Fourth place is shared between 5 airports while two airports did not score any points. 44% of airport websites are not optimized for mobile devices; this is surprising as many airports claim to have an integrated digital offering. Only 13% of the airports offer e-shopping facilities, this is significantly more than other regions. Offering this service helps the passenger make efficient use of their time, and increases the user experience. 54% of the airports offer indoor navigation, a service that could nowadays expected to be commonplace.

The Index compares and rates the digital customer journey on: connectivity, communication, consistency and commerce. Explanations of the criteria used to score the airports in these categories can be found below the infographic.

The data for this index was gathered in March of 2017, amongst the biggest 50 airports in annual pax in the IATA research region Europe in 2016.

Criteria

Connectivity

The ability of the passenger to connect to the digital infrastructure at the airport.

1 Free, unlimited wifi
Do airports offer free, unlimited (in time) wifi?

2 Indoor positioning infrastructure
Does the airport provide an indoor location infrastructure such as beacons?

Consistency

The level of consistency in aiprt naming and color usage in the presentation of information, across all media channels.

5 Color scheme
Is the visual identity consistent across channels?

6 Naming
Is the terminology consistent across channels?

Commerce

The possibility for passengers to buy airport services through their digital devices..

3 E-shopping
Can I purchase airport goods and services through my digital device?

4 E-parking
Does the airport offer the possibility to reserve, book and/or pay for a parking space via the internet?

Communication

The ability of the passenger and the airport to interact with eachother.

7 Interactive map or indoor navigation
Is an interactive map available on passengers’ personal device?

8 Significant social media engagement
Does the airport use social media effectively to reach out to visitors?

54% of the airports offer indoor navigation, a service that nowadays could be expected to be commonplace.

44% of airport websites are not optimized for mobile devices; this is surprising as many airports claim to have an integrated digital offering. 

Only 13% of the airports offer e-shopping facilities. Offering this service helps the passenger make efficient use of their time, and increases the user experience.