Newcastle Airport aims to be the ‘Best UK Airport’. With over 5.4 million passengers each year, the award-winning airport constantly invests in the latest technology to support the passenger journey.
The airport team wanted to develop an app to provide its customers with a more personalised experience and support their journey through the airport.
The app needed to be relevant and useful for a range of users from frequent flyers who may use the airport very regularly, families taking their annual summer holiday and customers collecting friends and relatives from arriving flights, and needed to include:
- Live flight data
- Weather conditions at destination
- Parking, lounge and security fast-track bookings
- Offers and rewards for loyal customers at airport restaurants and shops
Different audiences use the Airport in many ways throughout the year, this had to be the key factor in the design and development of the app’s functionality.
The airport had a website which we were asked to support and host as part of the app development project. However, we were restricted in how much content we could use from the website.
"The airport team wanted to maximise their operational efficiency, improve the customer experience, and deliver an exceptional customer journey.
They also wanted to upsell and cross-sell their car parking, lounge access, fast-track access and provide rewards and offers for their restaurants and food outlets to loyal customers."
A solution greater than its parts
Shout used an analyst organisation to get feedback on airlines and apps in the travel space, applying thinking internally around what was working and using empirical data from people working in the travel space.
As a result of the app build, the Airport asked us to rebuild the website, which enabled us to streamline more areas where the app communicates with the website. We created a single point of authorship in the CMS for content across the website and the app.
The app supports the passenger journey by providing real-time flight alerts straight to their phone. It also offers exclusive departure lounge discounts, the ability to book fast track, lounge and car parking products, and access pre-travel advice and information.
The app also provides quick and easy access to the airport’s arrivals and departures information, available at the touch of a button.
Using geofencing to tell the app when passengers are approaching the airport, we were able to update and surface more relevant passenger information as and when it was appropriate.