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Heathrow’s use of technology

Heathrow uses technology to improve customer experience at the airport, specifically ensuring departing flight punctuality. ‘Positive boarding’ will help reduce airlines’ last minute searches for passengers or their bags, as well as give travelers more accurate information to help them smoothly through their journey.

It enables airlines to see what stage of the departure process a traveller is at and gives passengers bespoke information to help make their flight on time.Previously when a passenger went through security search an airport security officer checked their ticket details, but now the passenger presents the barcode on their ticket at an automatic gate which, if the ticket is verified, opens to allow them through to security.

When the passenger presents their boarding pass, details from the barcode are compared against the central flight information and tailored information for the individual flashes up on screen. For example, if a passenger is in the wrong terminal the message will tell them where to go, or if they have limited time, they are instructed to go through security and straight to the gate. If a passenger tries to go through with too little time before their flight is due to depart, they are asked to return to check in and seek assistance from the airline. This also allows the airline to begin unloading their baggage as they have the ‘real time’ information of where passengers are in their departing journey.

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