Passengers have an ultimate goal of transiting through airport terminals as efficiently and as quickly as possible while the airlines aim for a shorter turnaround time at airport terminals. However, the events of September 11 have dramatically and permanently changed air travel into a more cumbersome experience for both airlines and passengers. Not only do passengers despise long queues, they also do not like being lost in airport terminals that are new to them, especially in large international hubs. The late arrival of passengers to the boarding gates can have negative impacts on the airline companies as they wait for late passengers to arrive at the gate, sometimes causing them to find and remove already loaded checked baggage. Mobile Technology on the other hand has been growing rapidly and has provided solutions for similar problems that are faced by air travelers. Passengers have quickly adapted to the mobile revolution but the airline industry has been passive and lagging in new innovations that could simplify the travelling process of their customers while also improving their daily processes. This study focuses on the early development of a mobile indoor navigation application (app) and how the mobile application would help improve customer travel experiences within the airport while benefiting the airlines by improving their boarding processes. Analysis of the results suggested that the usage of a mobile indoor navigation application (app) provided an improvement in terms of passenger travel time within an airport.


mobile navigation, airports

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