Creating an Easy Airport experience for passengers and employees at Aeroportos Uruguay

The COVID-19 pandemic certainly brought about a shift in passenger behaviours, and Aeropuertos Uruguay observed that many passengers in 2021 were travelling solo. The airport operator was quick to adapt to this behaviour though, adapting its commercial proposal and airport services. But emerging out of the pandemic, Cabrera observes that the same pre-COVID-19 passenger mix, behaviours, and demand for routes is returning. This sense of independence has also carried through into 2023/24 and he observes that there is an appetite for passenger independence, in the form of powering air travel journeys through mobile devices and having more options to personalise their trip and greater use of self-service options.

Cabrera acknowledges this change and emphasises the airport’s commitment to putting their customers at the heart of everything: “We like to say we are a customer-centric airport, and because of this, we need to adapt our operations to the passenger’s voice when we hear it. An example of this is that recently, we observed an increasing demand for self-service solutions in the check-in process. Because of that, we have increased the number of check-in kiosks and adding self-bag-drop units. We move quickly when we hear that voice, try to understand the passenger behaviour and act to satisfy that demand.”

The voice of the passenger and employee

To ensure they stay attuned to passenger needs, Aeropuertos Uruguay utilises various feedback channels. While the Airport Service Quality (ASQ) survey is a powerful tool, Cabrera highlights the importance of a tailor-made surveys to obtain targeted feedback. The ‘Taxiway of Innovation’ project is a platform that allows employees to upload contributions of changes, suggestions and feedback to improve the passenger experience, thereby creating a process for continuous improvement.

Building a great place to work

A key aspect of Aeropuertos Uruguay’s success lies in its commitment to being a great place to work. Cabrera revealed insights into the ‘Great Place to Work’ initiative; a programme that collates answers from their employees and benchmarks these with other companies in the country of the same size and gauges employee satisfaction, identifies strengths, and pinpoints areas for improvement. Cabrera emphasises the importance of effective leadership in fostering a positive work environment, acknowledging that “customer experience is crucial, but employee experience is as well. Our airport works 24/7, and the nature of an airport is that it is a very challenging and stressful environment. Motivation is key, and happy employees means happy customers.”

When questioned about any innovative employee initiatives that the airport runs, Cabrera revealed that Aeropuertos Uruguay has a carpooling system supported by the company, promoting sustainability and providing a solution to employees commuting from different cities and communities. This initiative not only aligns with the employees’ desire for a sustainable workplace but also contributes to community building and cost-savings on travel.

Creating a sense of place

As a leisure airport, Aeroportos Uruguay aims to integrate the destination’s cultural identity into the passenger experience. Traditional Uruguayan dances and music performances, availability of authentic Uruguayan dishes in food and beverage offerings, and friendly staff are said to contribute to creating a sense of place. Federico emphasises the crucial role played by airport staff in forming the first impression of the country for arriving passengers.

Easy Airport solutions

One of Aeroportos Uruguay’s standout initiatives is the Easy Airport project, which offers a fully digital passenger journey by using biometric border control E-gates in departures and arrivals.

Cabrera describes how this system allows for a seamless experience, with passengers’ faces serving as both their boarding pass and passport. The project has had a significant impact, with approximately 80% of passengers eligible for E-gates in arrivals and departures. And they are working to reduce barriers to the service as much as possible: “One of the excellent features we have in the Easy Airport project is you do not need to pre-enrol by downloading an app or entering your information on a website. The complete process can be done at the airport in only 10 seconds, and it is done at double door gates. First, you scan your biometric travel document and select your flight number; then your name is checked against blacklists and admittance checks are run, which takes 2-3 seconds. The first door opens and then as you stand in front of the second door where the triple-check biometric recognition takes place, and after that the second gate opens.

“It’s open to all passengers, 37 different nationalities, and it’s very easy. When we designed the process, we ensured that it would be really easy. In the last years, Easy Airport has been the initiative with the biggest impact in terms of improving passenger experience. It completely changed the terminal function.”

Easy Airport departures

Privacy and security measures

Addressing concerns about privacy, Cabrera outlined the data retention policy of the Easy Airport project, saying: “personal information and how the system preserves the confidentiality of the passenger information and how we guarantee to passengers the treatment of personal data, was one of the pillars of system”. Personal information is deleted 30 minutes after departure, ensuring both a streamlined process and the protection of passenger privacy which is warranted by the service and architecture of the system. This commitment to data security is a crucial component of the project’s success.

Personalising passenger services

To enhance the passenger experience further, Aeropuertos Uruguay gathers data from various sources, including robust surveys, ASQ, and its AeroShop platform. They collect information from the passengers to personalise the services and have a better understanding of passenger behaviour to improve the commercial offering. The AeroShop platform offers the opportunity to book luggage storage, parking and VIP Lounges, reserve products to pick up on the way through the airport. Discounts are offered when logging on to offer passengers an incentive.

“AeroShop is a key piece of our commercial strategy right now and long-stay parking is our best-selling product at the moment,” said Cabrera.

As a direct result of listening to the voice of the passengers, the airport has developed a long-stay parking membership product for frequent travellers: “It is a niche product. But for some frequent travellers that are frequent users of the parking, it’s a very flexible and price competitive option for them, so it’s performing very well. I think that it’s a good example about how if you hear your customers, you can develop specific innovative products for cover that demand.”

Innovation and technology

Aeropuerto de Carrasco’s commitment to transparency and innovation is highlighted by its participation in the AirportShare project, a new ACI World data sharing initiative. Cabrera details how the airport sends real-time information about waiting times in different touchpoints, contributing to the overall goal of enhancing the passenger experience globally.

“We strongly believe that in the next years, this platform can be informing multiple passengers real-time information about multiple airports worldwide. So, being one of the first airports worldwide, having the conditions to be part of this new community was, in my opinion, the best innovation we had in 2023.”

Looking ahead to 2024, Cabrera identifies virtual queuing as a disruptive technology that will significantly impact airport operations. He anticipates the implementation of virtual queuing systems in Montevideo and other airports in Uruguay, particularly in security checkpoints, offering passengers a more efficient and personalised journey.

Exciting developments in 2024

Cabrera expressed excitement about the completion of Aeropuertos Uruguay’s expansion project in 2024. The project involves transforming from two airports in Uruguay, to eight (Carmelo, Durazno, Paysandú, Melo, Rivera, Salto, Carrasco and Punta del Este), with a focus on providing state-of-the-art facilities and services. He emphasised the positive impact this expansion will have on local economies and the country’s connectivity.

“2024 will be the last year of three years of hard work preparing the airports with a full renewal of all terminals, all systems, landside and airside. It will be challenging because we still have three airports to complete. But I’m excited because we’ll be finishing a construction stage and it will be the beginning of a new era for Aeropuertos Uruguay, with a new full airport network. And with that, trying to provide the best connectivity for our cities because air connectivity is crucial for the development of local economies. I think 2024 will be an exciting year.”