Boosting Operational Efficiency in Aviation

The fallout from the COVID-19 pandemic continues to be felt across many industries, with Aviation being one of the most profoundly impacted. By April 2020, global flight movements had plummeted by 80%, resulting in widespread layoffs and a significant reduction in airport capacity. While travel demand has since rebounded, global air traffic is projected to keep growing, which, in turn, places renewed pressure on the industry to expand in a way that is both scalable and sustainable.

In response, Diginext’s strategic proposition, ‘Doubling Your Throughput,’ aims to transform operational efficiency and sustainability by empowering agents and enhancing the passenger journey. To better understand this approach, let’s explore five critical challenges that are currently shaping the future of aviation.

Customer-Centric Growth

Growing flight movements and rising travel demand create an urgent need to optimize the passenger journey. By offering smoother, more personalized experiences, airlines can not only reduce passenger stress but also boost agent efficiency by minimizing the need for manual problem resolution. Moreover, shifting routine interactions to digital platforms helps lighten agent workloads, while simultaneously empowering passengers with seamless self-service solutions.

We are currently working for clients on:

• Personalized Notifications – AI-driven alerts for gate changes, security clearance, and luggage updates.
• Self-Service Kiosks, Portals & Mobile Apps – Empower passengers to solve common issues without agent assistance.
• Fast-Track Loyalty Programs – Streamlined check-ins for frequent travelers to ease bottlenecks.

Key Metric Improvement: Increased capacity and improved passenger satisfaction & loyalty.

Workforce Sustainability & Enablement

Labor shortages have become a persistent challenge in Aviation, affecting every function, from ground staff and gate agents to baggage handlers and security personnel. As a result, bottlenecks are created at critical touchpoints, where fewer available agents are forced to juggle multiple responsibilities while still maintaining safety and service quality. This added strain not only reduces operational efficiency but also escalates stress levels, absenteeism, and the risk of burnout.

Some of the solutions we work on for our clients are:

• Automation Self-service kiosks for check-in, bag drops, and rebooking reduce the need for human intervention.

• AI-Powered Scheduling Optimize agent allocation based on real-time passenger flow data.

• Smart Resource Augmentation Mobile workforce apps for agents to flexibly switch between roles (e.g., security to gate assistance).

Key Metric Improvement – Enhanced working conditions lead to higher agent productivity and smoother passenger flow, reducing bottlenecks.

Cost Optimization & Net Zero Operation

Climate change and rising carbon costs are increasingly pushing airports to adopt green technologies and rethink their resource consumption. However, achieving sustainable operations presents challenges that can impact both passenger throughput and the overall travel experience. While cost-cutting measures often risk longer wait times and passenger dissatisfaction, smart automation and resource reallocation offer a way to balance efficiency with sustainability.

Relevant services we offer our clients are:

• Data Center Transition from on-premise to cloud or co-location.
• System Migration and Integration

Key Metric Improvement – Streamlined and re-structured operations leading to a reduced carbon footprint.

Tech Adoption & Digital Transformation

Obsolescent processes and systems in Aviation continue to hamper the ability to improve operational efficiency, optimize the passenger journey, and enable sustainable growth. However, AI and machine learning, data analytics, and automation are proving pivotal in optimizing passenger movement, predicting delays, and enhancing agent decision-making.

Some of the solutions we work on for our clients are:

• Real-Time Passenger Flow Analytics – Predict crowd surges and deploy agents dynamically.
• Automated Security Screening – AI-driven security lanes to reduce manual intervention.
• Data-Driven Decision Systems – Centralized control systems to coordinate ground, security, and gate operations.
• Digital Twins – Simulate airport operations to find bottlenecks and optimize passenger movement.

Key Metric Improvement – Increased throughput due to faster processing and better resource allocation.

Event-X, Data security & Privacy

The pandemic exposed our lack of preparedness for large-scale crises, underscoring the vulnerability of current systems. Additionally, frequent data, security, and privacy breaches worldwide have highlighted the urgent need for improved data management and protection. In light of these concerns, it’s worth asking: Are you fully GDPR and DSA compliant?

We are currently working for clients on:

• Biometric Authentication – Facial recognition for seamless check-in and boarding.
• Intelligent Video Analytics – AI-assisted monitoring and alerting of crucial processes
• Secure Data Sharing – Blockchain-based systems to improve data flow between airport stakeholders.

Key Metric Improvement – Secure data and regulatory compliance to avoid breaches & legal claims and increase preparedness for event-X.