Technology is supposed to flow to where we humans suffer, so I sometimes wonder why it hasn’t been used more effectively in airports. I was reminded of this today when I read J.D. Power’s newest report on customer satisfaction (or, more properly, dissatisfaction) with airports. There have been some important technology advances in airports, such as near-ubiquitous wi-fi access and plenty of check-in kiosks, but it seems like two of the biggest headaches could use some more technology help. Those frustrations, of course, are baggage handling and security checkpoints. This might be a good topic for discussion at our virtual Smarter Cities event coming up on Feb. 23 or our Smarter Transportation event in DC on Feb. 25. It also might be a good area for tech startups and VCs to press on.
Interestingly, Denver International ranked second behind Detroit Metropolitan Wayne County in the satisfaction index list for large airports. That must mean it got its early baggage handling system glitches worked out.