Reimagining the airport experience from restaurants to runway.

1. BRUSSELS
AIRPORT TRANSFORMING
PASSENGER
EXPERIENCES
FORTHEFUTURE

2. Reimagining
the airport
experience
from
restaurants
to runway.

3. THE BACKGROUND
In today’s digitally connected world, airports
have evolved into hubs of connectivity
and economic growth. Given the ever-
changing demands of today’s travelers, it
has never been more important to support
passengers and business partners with
intuitive digital experiences, plus new ways
of communicating and interacting.
CONSUMER EXPECTATIONS ARE EVOLVING—RAPIDLY

4. THE CHALLENGE
In the heart of Europe, Brussels Airport
handles approximately 70,000 passengers
every day. Passengers travelling through
the airport expect to be able to interact
digitally with a wide range of services and
experiences. Recognizing just how fast its
passengers’ expectations are changing and
the commercial potential available, Brussels
Airport set course for a new digital strategy
in order to create a whole new experience to
its customers and partners.
With passengers at the heart of its new
approach, Brussels Airport wanted to
transform into a digital ecosystem to upgrade
the traveler experience by offering them a
broad scale of new digital products.
GENERATE GROWTH + WHOLE NEW EXPERIENCES

5. HOW WE HELPED
Since 2016, Accenture has partnered with
Brussels Airport on the airport’s digital
journey. By helping to clearly frame the
challenges created by digitization, we
were able to shape a new digital vision
that implemented emerging technologies
and used intelligent insight gathered from
data to support the customer experience.
Our approach encompassed an initial set
of 20 new service concepts from arrival
to departure, all of which are critical to a
seamless and more personalized experience.
These range from luggage tracking, to
pre-ordering food and pre-identification at
security. Using our unique delivery approach,
we rigorously identified and assessed every
new idea before rapidly creating prototypes.
We used real-time passenger feedback to
iterate and enable continuous adaptation
and refinements. The result? We were
able to scale good ideas into great digital
experiences, quickly and reliably. But we are
just at the start of the journey. The airport has
many more new and exciting digital services
in flight.
A NEW DIGITAL VISION: SEAMLESS AND PERSONALIZED

6. THE RESULTS
We partnered with Brussels Airport to
enable them to develop a more engaging
customer experience. Today, the airport
has implemented new ways of working that
enable it to continue innovating and building
a sustainable digital future. By working
collaboratively with Accenture, the airport
has developed the critical capabilities to
understand and respond to the needs of the
passengers and ecosystem partners with
new digital solutions, delivered rapidly, with
agility and at scale.
NEW WAYS OF WORKING

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