Airport managers are constantly facing challenges. How can they keep up with the pace of change?

1 Demand and capacity

One of the main challenges that airport managers face is balancing the demand and capacity of their facilities and services. Demand for air travel is expected to grow significantly in the coming years, especially in emerging markets, while capacity is constrained by physical, regulatory, and environmental factors. Airport managers need to optimize the use of their existing resources, such as runways, terminals, and airspace, as well as plan and invest in new infrastructure and technology that can enhance efficiency, safety, and sustainability. They also need to coordinate with other stakeholders, such as airlines, regulators, and local communities, to ensure that their plans are aligned with the needs and expectations of the industry and society.

2 Security and safety

Another challenge that airport managers face is ensuring the security and safety of their passengers, staff, and assets. Airport managers have to deal with various threats and risks, such as terrorism, cyberattacks, natural disasters, and human errors, that can disrupt their operations and cause harm to their customers and employees. Airport managers need to implement and maintain effective security and safety measures, such as screening, surveillance, emergency response, and contingency planning, that can prevent and mitigate the impact of these incidents. They also need to comply with the standards and regulations of national and international authorities, such as the International Civil Aviation Organization (ICAO) and the Transportation Security Administration (TSA), that govern the security and safety of aviation.

3 Customer experience

A third challenge that airport managers face is delivering a positive and memorable customer experience to their passengers. Airport managers have to compete with other airports and modes of transportation for the loyalty and satisfaction of their customers, who have high expectations and diverse preferences. Airport managers need to provide and improve the quality and variety of their services and amenities, such as check-in, baggage handling, boarding, lounges, retail, and dining, that can enhance the comfort and convenience of their passengers. They also need to leverage digital and data-driven solutions, such as mobile apps, biometrics, self-service, and personalization, that can create a seamless and customized journey for their customers.

4 Innovation and transformation

A fourth challenge that airport managers face is embracing innovation and transformation in their business models and processes. Airport managers have to cope with the rapid and disruptive changes in the aviation industry, such as new technologies, competitors, regulations, and customer behaviors, that can affect their performance and profitability. Airport managers need to adopt and integrate innovative and transformative solutions, such as artificial intelligence, blockchain, drones, and electric vehicles, that can improve their productivity, efficiency, and sustainability. They also need to foster a culture of innovation and transformation in their organizations, such as by encouraging experimentation, collaboration, and learning, that can enable them to adapt and thrive in the changing environment.

5 Leadership and talent

A fifth challenge that airport managers face is developing and retaining the leadership and talent that they need to run their operations and achieve their goals. Airport managers have to manage a diverse and multidisciplinary workforce, such as pilots, controllers, engineers, security officers, and customer service agents, that have different skills, backgrounds, and expectations. Airport managers need to attract and recruit the best and brightest talent, especially in the fields of science, technology, engineering, and mathematics (STEM), that can bring innovation and value to their organizations. They also need to train and develop their existing talent, such as by providing coaching, mentoring, and career opportunities, that can enhance their capabilities and engagement.