The power of digital identity: Every airline’s must-do strategic investment

With global airlines projected to fly a record five billion passengers by the end of 2024, the rapid growth in traveler flows present a significant operational challenge. To put this in perspective, imagine if the combined populations of Tokyo, Delhi, Jakarta, Shanghai, Manila, Seoul, Dhaka and New York City (around 238 million people) each took 21 flights in a single year. Picture the intensity of rush hour on the London, Delhi, or New York metro, and you’ll start to see the problem: managing this volume safely and efficiently isn’t just about moving people – it’s a test of an airline’s resilience and adaptability.

The reality is stark: today’s air travel systems weren’t designed to handle these modern challenges and ballooning traveler numbers. As these numbers soar, airlines relying on outdated, manual processes are facing turbulence that goes beyond flight delays. Slow service, clunky check-in processes, and mounting operational inefficiencies are eroding customer satisfaction, brand loyalty, and, ultimately, revenue. For airlines, this isn’t just about inconvenience; it’s about survival in an industry where slim margins mean every minute and every dollar counts.

Fortunately, by bringing to bear the power of biometric technologies – from fingerprint and iris scans to facial recognition – airlines can offer travelers a simpler, more secure, and speedier travel experience using digital identity solutions.

What are digital identities?

Imagine a world where air travel is as simple as a smile. Digital identities make that possible, giving travelers a faster, safer, and more seamless journey while ensuring their privacy and security. With digital identities, personal data stays in the traveler's hands – stored securely on their device, not in a central database – minimizing the risk of fraud and misuse. Biometric technology brings this to life, allowing travelers to glide through every step of the journey with just their face, from check-in and bag drop to boarding,  border control and beyond.

For airlines, this means fewer manual processes, fewer mistakes, and better quality traveler data. By meeting government regulations with ease, airlines avoid fines and costly repatriation expenses for ineligible travelers. It's a win-win: travelers enjoy a smoother, stress-free experience, and airlines unlock significant cost savings and operational efficiencies. Old systems are holding airlines back.

Old systems mean risk and cost, with losses in trust and revenue

To benefit from these technological advancements, airlines need to take a long, hard look at their current processes and recognize that old systems can’t keep up with the demands of modern air travel. Trying to manage today’s high traveler volumes with yesterday’s technology isn’t just inefficient – it’s risky. Without the agility to scale and adapt, airlines can’t meet the speed, security, and personalization demands that customers now expect. And in a sector where every delay has a ripple effect, relying on outdated technology comes at a cost: from operational delays and added labor costs to lost customer trust and missed revenue opportunities.

The industry’s margins are razor-thin. Global aviation revenues are expected to reach around US$1 trillion this year, but the industry will net only about US$30 billion in profit, according to IATA. Every dollar saved in efficiency and every delay avoided counts toward an airline’s bottom line. Biometric-enabled digital identities present an opportunity to do just that – helping airlines streamline operations, reduce costs, and enhance the traveler experience.

Reaping the rewards of game-changing technologies

For airlines striving to stay competitive and meet growing demand, digital identities are no longer just a ’nice-to-have’ they’re a strategic investment with real, measurable benefits:

• Enhanced security measures: Enabling advanced identity checks minimizes the chances of fraud, protecting an airline’s reputation and reducing the risk – and high costs – associated with transporting inadmissible travelers.
• Increased efficiency: Automation means fewer staff are needed for routine tasks, freeing airline teams to focus on higher-value responsibilities.
• Faster processing times: Say goodbye to long lines and hello to quick check-ins, border control and boarding. Faster processes not only keep travelers happy but also enable airlines to serve more travelers during peak times, increasing revenue while enhancing operational efficiency and strengthening security measures.
• Reduced costs: Airlines can better utilize staff and cut the time needed for manual ID and boarding checks simply by making better use of automated processes enabled by modern biometric systems.
• Improved data protection: Since traveler data is not shared or stored, it becomes impossible for hackers and cybercriminals to intercept. This further reinforces trust across the system and enhances security.

And here’s a big one:

• Increased trust and traveler loyalty: Using digital identities is a golden opportunity to demonstrate your airline’s commitment to security and efficiency, not only to travelers but also to the citizens and stakeholders you serve. Openly communicating how you handle traveler data fosters loyalty and keeps customers returning. It provides opportunities to listen to customer and stakeholder needs and respond accordingly. Plus, through the transparent, ethical, and innovative use of traveler data, airline executives can build stronger brand loyalty – which in turn provides even more opportunities for engagement.

How to future-proof your airline

For airlines, failing to adapt to these changing demands isn’t just a lost opportunity; it’s a risk that can cost more than you realize. Sticking with outdated systems leaves airlines vulnerable to security risks and cyber threats, inefficiencies, increased costs, and rising customer dissatisfaction. It also means missing out on the chance to stand out in a competitive market by delivering the streamlined, personalized experiences today’s travelers expect.  However, by integrating biometric solutions, savvy executives can help airlines soar to new heights, unlocking a world of innovation and opportunity in the process.

The good news? The shift to a biometric-enabled digital identity future doesn’t have to be overwhelming. At SITA we’re here to partner with you on your modernization journey, ensuring you’re ready to thrive in the automated, digital identity future. Here’s how:

• Harness solutions that scale: Cloud-based systems offer the flexibility to grow with your needs, ensuring you can adapt to changing market demands without massive investments, thus improving operational efficiency and responsiveness.
• Provide travelers with secure digital identities: By giving travelers control over their biometric data, digital identity technologies enable secure authentication and smoother travel experiences, all while preserving privacy.
• Spark renewed innovation: Modern technology encourages a culture of innovation, making it easier to explore new revenue streams, improve customer experiences and enhance the overall efficiency across different travel journey touchpoints – from check-in and border control to boarding.

Digital identity solutions and harnessing the power of biometrics isn’t just about keeping up with the industry – it’s about setting your airline up for future success. With SITA by your side, you’re not only investing in the latest technology but in a strategy that ensures your airline remains competitive, resilient, and ready for whatever comes next.

Get ready to take off into the biometrically enabled future!

Go deeper:

SITA Digital Travel
Improved passenger experience
Reducing inadmissible travelers
Reducing fraud