Airport Tech Investments may not pay off without clear RFPs, former ACI chief warns

Former ACI chief warns airports on technology investments
Clear requirements needed before approaching suppliers
Investments should link to operational and commercial outcomes
Technology roadmap should cover complete passenger journey
Human service remains essential alongside automation

Luis Felipe Oliveira, former Airports Council International Director General, has warned that airports risk spending money on technology that delivers only marginal improvements to passenger services and revenue if they fail to define clear requirements before approaching suppliers. Oliveira, Executive Director and CEO of Exactly Consulting and Services Sarl, made the comments during a World Aviation Festival webinar titled From passengers to guests: A new ethos for airport development ahead of the event’s return to Lisbon from 13-15 October.

Oliveira argued that the way airports define requests for proposals remains one of the biggest weaknesses in technology adoption. He believes investments should be linked to clear operational, passenger or commercial outcomes rather than judged solely by how sophisticated the technology is. Airports are accelerating their adoption of artificial intelligence, biometrics, facial recognition, robotics, digital identity and automated passenger-processing systems, but Oliveira stated that the suitability of any tech investment depends on factors as varied as the airport’s size, traffic, route mix, number of terminals and operational complexity.

Oliveira urged airports to establish a technology roadmap that covers the complete passenger journey before selecting individual systems and suppliers. He stated that airports contain airlines, ground handlers, government agencies, border authorities and technology providers whose systems must work together to orchestrate a better traveller journey. Oliveira said technology should support rather than displace the human service passengers enjoy today, which will remain particularly important as airports accommodate ageing populations and travellers with different levels of confidence in using digital systems.

Luis Felipe Oliveira, Executive Director and CEO of Exactly Consulting and Services Sarl, shared: “In the end, you get what you ask for. Without clear requirements, airports risk investing money in things that won’t provide a great improvement for the airport and for its guests. The idea to link every investment with the value of the outcome is something that airports need to start thinking about more. Despite all the advantages of technology, it cannot replace the human services, the courtesy, the empathy, and the problem-solving skills that remain essential.”