INNOVATIONS FOR SATISFIED PASSENGERS AT RIGA INTERNATIONAL AIRPORT

ABSTRACT

None of international airports were prepared for the impact of COVID-19 global pandemic. Fortunately, international airports, also Riga International Airport (hereinafter - RIX), were not caught entirely unprepared for the crisis. Aviation industry has been deeply invested in contactless technology for years. Innovation has been a pillar of strength and growth of aviation industry over the past years. The research problem lies in decreased passenger demand of RIX services due to COVID-19. It strengthens a necessity to establishment of innovative solutions and development of touchless airport which might increase passenger satisfaction and renew airport services. Technology, coupled with heightened focus on automation defines passenger experience at RIX airport. Safety and security of passengers and staff are top priorities for RIX airport. Innovations not only enhance operational efficiency and security, but they also make the airport experience quicker and comfortable for passengers. Although digitalization, automation and touchless airport solutions are shaping the future of RIX airport, human recourses still have a crucial role, particularly in terms of providing friendly service and ensuring passengers enjoying the experience. Methodologically, this study interprets results from a survey, expert interviews, knowledge transfer to empirically measure passenger satisfaction with statistical and observational data. In order to observe local and international airport expert opinions, semi-structured interviews are conducted and analysed with the qualitative data processing method NVivo 12. © 2022 Latvia University of Life Sciences and Technologies. All rights reserved.