Riyadh Airports Company (RAC) has won three awards in the 2024 Airport Technology Excellence Awards for excellence in customer experience and operational efficiency through an innovative approach introducing groundbreaking solutions that streamline operations, enhance passenger experiences, and ensure rigorous safety standards.
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RAC won the awards for revolutionizing communication and operational efficiency through the deployment of the Airport Community App, Check-In Mobile Agent service, engaging passengers via the WhatsApp Digital Channel, and Turnaround Management System to improve efficiency as well as save costs.
Enhancing airport operations with the Airport Community App
The Airport Community App is a testament to Riyadh Airports Company’s innovative approach to improving airport operations. The mobile application is a centralized hub for real-time information, catering to the needs of all airport stakeholders. It features a comprehensive flight list complete with an Airport Collaborative Decision Making (ACDM) timeline, targeted messaging for different groups, and immediate updates on disruption events. The app’s ability to deliver personalized notifications based on subscriber preferences sets it apart, ensuring relevant and timely communication.
The app has numerous operational benefits. It integrates with multiple data sources as well as presents data in an actionable format, leading to enhanced situational awareness and improved efficiency. The app’s configurable alerts and real-time performance monitoring capabilities enable quick response to incidents, reducing the time needed to report and address them. Furthermore, the app maintains data privacy while unifying communications among stakeholders, which is crucial for coordinated efforts and incident management.
Unique to the Airport Community App is its focus on efficient operations, facilitating communication, and enhancing passenger experiences. The inclusion of a barcode scanner allows terminal officers to quickly access information, while real-time data analytics and key performance indicators (KPIs) provide insights for informed decision-making. These features collectively foster a collaborative and efficient airport environment, leading to improved operational performance and passenger satisfaction.
Revolutionizing passenger experience with digital engagement
RAC’s WhatsApp Digital Channel and Check-In Mobile Agent significantly enhance the passenger experience. The WhatsApp Digital Channel offers a seamless baggage tracking service, where passengers can receive notifications about the first and last bags on the carousel and updates on their own baggage. Flight Subscription services provide passengers with real-time updates on flight details, including check-in counters and gate information, ensuring they are well-informed throughout their journey.
The Check-In Mobile Agent service redefines the check-in experience by enabling agents to assist passengers directly from their mobile devices. Agents can print boarding passes, access seat maps for seat selection, and scan identification documents on the spot. During boarding, agents can scan boarding passes using their mobile devices, streamlining the process and reducing the need for traditional boarding methods.
The operational benefits of these digital services are significant. The passenger experience is greatly enhanced by reducing wait times and providing up-to-date information, which, in turn, can lead to increased sales for commercial tenants as passengers spend less time in queues and more time in retail areas.
Unique to the WhatsApp Digital Channel is its high level of satisfaction and engagement, as evidenced by its 4.53 out of 5.0 satisfaction rate and frequent user interactions. The Check-In Mobile Agent’s integration of document-checking functionality for domestic flights ensures accurate verification of travel documents, enhancing security and compliance.
Driving customer engagement through innovative marketing
The company’s marketing excellence is highlighted by its innovative use of the WhatsApp Digital Channel to engage passenger by keeping them informed and involved, leading to a more personalized travel experience. The feedback collected through this channel is invaluable for continuous improvement and positive changes within the airport.
The commercial benefits of these engagement strategies are notable. By keeping passengers informed and occupied with updates, commercial tenants have more opportunities to attract passenger. The services provided by the WhatsApp Digital Channel, in particular, can lead to increased dwell time in commercial areas, potentially boosting sales.
Advancing efficiency with Turnaround Management System
The Turnaround Management System (TMS) complements these efforts by streamlining aircraft turnaround processes. It features robust reporting and analytics, and integration with other enterprise systems. The system not only measures and fine-tunes performance indicators accurately, but also minimizes aircraft downtime, leading to cost reductions, real-time events detection, and monitoring capabilities to ensure compliance with industry regulations and enhance the operational efficiency.
Unique to the TMS is its seamless integration with RAC’s AODB, automated task management, and predictive maintenance capabilities. These features enable proactive decision-making and quick resolution of issues, ensuring smooth operations and a heightened level of efficiency.
RAC’s forward-thinking initiatives have, thus, resulted in a suite of innovative solutions that shape the future of air travel and airport management and serve as a blueprint for others in the industry.
“Winning awards for airport technology excellence is a testament to our dedication and innovation. By leveraging new and advanced technologies, and by embracing digital transformation, we strive to enhance passenger experience and operational excellence while prioritizing safety and efficiency.” – Mr. Abdulrahman S. Al-Salama, Aviation Solutions Senior Director, Riyadh Airports Company
Company Profile
Riyadh Airports Company was established in 2016 as part of the privatization program of the aviation sector in Saudi Arabia. It now manages and operates King Khalid International Airport (KKIA) in the Saudi capital and is working on upgrading the KKIA infrastructure and expanding with new services and facilities. The aviation sector privatization in Saudi Arabia was a strategic decision taken by the government, aimed at opening this sector for more foreign investments opportunities. It enabled Riyadh Airport Company to launch a package of services and projects, as well as sign a number of agreements to enhance the quality of services provided to the passengers at King Khalid International Airport. Riyadh Airport Company’s vision is to become a regional pioneer in airport management and to be the leading voice for airports in Saudi Arabia and the region.
The team at Riyadh Airport Company is focused on building an industry role model and operating a world-class hub for travellers, cargo customers, and partners. It is viewed by other Saudi airport operators as a leader in creating the smart airport of the future, contributing to achieving Saudi’s Vision 2030 goals.
RAC is a member of Airports Council International.
Contact Details
Tel: +966 920020090
E-mail: info@riyadhairports.com
Links
Website: https://www.riyadhairports.com/en/
