Getting the most out of the golden hour

The majority of departing & connecting passengers have discretionary time between clearing security and boarding. This time is often referred to as the “Golden Hour,” which presents a retail opportunity for the airport and its passengers. This period offers more than just the bargains of Duty Free; it also provides experiential opportunity of food and beverage.

Passenger spending constitutes a significant part of an airport’s revenue and is time-bound to the period between clearing security and boarding. However, fear of missing the flight can detract from this opportunity. Passengers may associate worry, concern, and anxiety with being at the gate on time. For the Golden Hour to perform, passengers need to have confidence. They need to be able to buy hot meals over sandwiches, sit and have coffee instead of grabbing bottled water on the run, or simply to take time to browse in a favourite store. These little things can significantly contribute to increased spending per passenger, which can markedly impact airport revenues considering the number of passengers involved. That’s already sounding like a better experience!

Airport

The key to maximising this time-limited opportunity is how an airport chooses to commercialise its space. Signage tends to be simple and generic, with its size detracting from informational depth. Many airports need to change their floor space regularly to adapt to changing operational requirements, such as additional security stations or retail outfitting. To enable airports to have more control. Our digital interactive experience and behavioural analytics enable airports to control commercialisation, smooth departure operations through retained passenger contact and direction, and reduce passenger anxiety while providing a more confident, enjoyable, and personalised experience.

Airline

The on-time departure of the aircraft is key to the airline, for which they need all the passengers to be at the gate in time for an orderly boarding process. However, after check-in, they lose their connection with the passenger and don't get it back until arrival at the gate. We wanted to enable them to retain that contact.

Passenger

These large, complex buildings can be daunting for passengers. 43% of passengers have problems finding their way around airports, and the overriding objective becomes finding the gate on time, to the extent that much of the airport's offering is missed. To give passengers confidence, we offer personalised wayfinding to passengers' smart devices through our innovative digital living map platform.

Our Solution

Living Map evolved from the winner of London’s urban wayfinding competition in 2007. Now we offer airports and airlines the ability to deliver personalised wayfinding to passengers’ smart devices:

• Our digital interactive experience and behavioural analytics enable airports to control commercialisation.
• Smooth departure operations through retained passenger contact and direction.
• Reduce passenger anxiety and provide a more confident, enjoyable, and personalised experience.

One innovative digital map platform with endless possibilities.