How multiple airports shaped a tool to improve passenger experience

Imagine an airport with a single software platform for all passenger interactions—a seamless, modular solution designed to help passengers in the terminal. Travor, the multi-use-case passenger experience platform, makes this vision a reality. Developed in collaboration with airports like Frankfurt, Hamad, Athens, and Schiphol, Travor allows airports to implement one module at a time. This approach simplifies implementation and reduces costs. It also ensures a smoother journey for passengers, with shared insights driving continuous improvement across the platform.

The world meets Travor: Sharing more than an idea

The journey of Travor began in 2018 when an internal product team at Amsterdam Airport Schiphol developed a software solution for kiosks and mobile phones. This platform provided a self-help, scalable support channel for passengers in the terminal.

Following its successful launch at Schiphol, other airports quickly expressed interest in adopting it. However, while knowledge and ideas could be shared, the technology itself wasn’t initially available as a turnkey solution. That was about to change.

The Travor team realised the advantages of developing a solution for multiple airports rather than just one. For airports, this meant an easy-to-implement platform that reliably improved passenger experiences, as proven at Schiphol. Travor has already delivered measurable results, including a 33% reduction in recurring support costs and increased customer satisfaction (CSAT) scores.

Supporting multiple airports also brings mutual benefits: unique use cases from one airport are incorporated into the platform and made available to all users. This approach accelerates innovation—a vision that became a reality now that Travor has become an independent part of Schiphol Group, now serving multiple airports worldwide.

Hamad International Airport: Serving passengers speaking 100+ languages

In 2022, Hamad International Airport (HIA) in Doha, Qatar, faced the challenge of accommodating nearly two million additional visitors during the FIFA World Cup. With its diverse passenger base speaking over 100 languages, ensuring consistent support was critical. To address this, HIA deployed 20 kiosks, the so-called Self-Service Units (SSUs), part of the Travor suite and running on the Travor platform. Operable 24/7, these kiosks continue to receive positive feedback from 95% of users, serving over 10% of HIA’s passengers.

A key insight gained at HIA was the importance of strategically placing kiosks where passengers must make decisions, such as immediately after security checks when they decide where to go next. This learning has been shared with other airports in the Travor community, further improving Travor deployment strategies.

Frankfurt Airport: No time to waste

Frankfurt Airport uses Travor’s short connection module. Passengers with a time-critical transfer can retrieve a short connection pass through Travor. QR codes are visible at strategic locations in the terminal which arriving passengers can scan. The Travor platform then provides a personalised airport itinerary. Only for the passengers with very limited transfer time between flights will Travor provide a Short Connection Pass. This digital Short Connection Pass allows passengers to use the Fast Lane at Frankfurt Airport to go through security control much quicker.

Frankfurt Airport has conducted extensive research to identify the most effective taglines and QR code placements, ensuring maximum engagement. These valuable insights can help other airports optimise their use of Travor, too.

PRM assistance covered at Athens International Airport

Travor also addresses the needs of passengers with reduced mobility (PRM) by offering PRM call points (both hardware and software). Athens International Airport and Amsterdam Airport Schiphol are implementing these call points in early 2025.

Input from both airports meant it now caters to a range of needs and takes into account multiple accessibility standards, including the European Accessibility Act. The PRM call point includes a hearing loop for passengers with hearing aids and a screen reader for those with visual impairments. Additionally, a barcode scanner is integrated for efficient document processing. Encased in stainless steel, the call points are robustly designed
to be suitable for both indoor and outdoor environments.

Travor software includes a software-as-a-service (SaaS) solution to manage the incoming PRM call point video calls in a secure and efficient manner while also focusing on a clear and stress-free journey for the PRM passenger. The video call software for PRM service agents has been built specifically for airport use and is designed to provide efficient support in a privacy-friendly way.

Driving non-aeronautical revenue with Travor

Travor is also exploring opportunities to boost non-aeronautical revenue by integrating commercial offerings and advertising into the platform. Using just the flight information from a boarding pass, the platform can offer tailored commercial offerings. For example, a passenger traveling from Iceland to Alicante might see, “Need sunblock?”. Passengers with long layovers could receive offers for lounge access or airside hotel rooms.

Additionally, data analysis can uncover trends, such as increased demand for certain products among specific passenger demographics. For example, frequent searches for sunblock by Scandinavian travellers might prompt targeted promotions. Travor also supports banner ads, allowing airports to collaborate with commercial partners or integrate the platform into broader marketing campaigns within the terminal.

The future of Travor

With a growing backlog of features and use cases, based on inputs from multiple airports, Travor continues to expand its capabilities. From improving passenger satisfaction to generating revenue, this modular platform is poised to redefine the airport experience.