Improving PX through digital – an omnichannel approach
09 Apr 2025
N105
Commercial development – retail, F&B, concessions and experience
This presentation focuses on the transition Schiphol Airport is making to reach passengers, from a multichannel approach with best-in-class individual channels to an omnichannel approach allowing passengers to seamlessly transfer between these channels. Online and offline touchpoints are linked along a clear handover strategy, based on user needs. Through the use of a multi-use passenger experience platform, the airport can create personalized experiences for all passengers, bridging the gap between the website and the native app. By focusing on clear passenger needs, Schiphol aims to grow its reach and ultimately introduce more commercial use cases.
- How airports can use individual online and offline channels together to create a better passenger experience
- How the passenger experience platform and self-service kiosks can function as a cornerstone of any omnichannel strategy
- The advantages for airports of having a native app
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