Airport Experience® News - Customer Service Issue 2023

There’s a popular shared sentiment among even the most seasoned of travelers — the low-grade anxiety that comes with getting from check-in to boarding. Posts about the process of “checking to ensure that my gate is, in fact, real” proliferate throughout social media as thousands commiserate over the oft-challenging process of navigating airports. Weary travelers however, are in luck, as we enter a new age of digital, customized wayfinding that guides passengers from curb to gate, complete with innovative, intuitive technology to confirm that their gate is not only “real”, but equipped with up-to-date flight and boarding information to make travel smoother than ever. At Dallas/Fort Worth International Airport (DFW), dynamic digital wayfinding elements appear on multiple fronts, including at Customs and Border Protection checkpoints by way of Synect , an Orlando-based company specializing in airport communications. Synect’s Passenger360, a wayfinding system designed to share real-time flight information, wait times, and instructions, works with customers in multiple languages, using dynamically populated flight arrival and departure information to determine languages displayed.

It’s a tailored element that Synect CEO Yahav Ran describes as not only operationally efficient, but critical to ensuring that international travelers feel supported. “It helps for foreign travelers to understand [their journey],” says Ran, “and know that somebody cares for them.” Ran and the team at Synect have spent the last decade developing technology to make passengers feel informed and cared for, pioneering Passenger360 and ReadySeeGo (a space-saving system of digital communication pillars) as the next great tool for airports to create a well-organized passenger flow. In addition to their work at DFW, the Synect team has implemented similar technology across TSA checkpoints at Lehigh Valley International Airport (ABE), San Francisco International Airport (SFO) and Orlando International Airport (MCO).

Below: Dallas/Fort Worth International Airport uses a wayfinding communications system designed to share real-time flight information, wait times, and instructions in multiple languages. The Synect system uses dynamically populated flight arrival and departure information to determine languages displayed.

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AX NEWS CUSTOMER SERVICE ISSUE 2023