MAG unveils technology arm to improve passenger experience at airports

11 December 2017 (Last Updated December 12th, 2017 18:24)

UK airport group MAG has launched its own technology and e-commerce business to enhance passenger airport experience through technology-driven solutions.

MAG unveils technology arm to improve passenger experience at airports
MAG-O office. Credit: The Manchester Airports Group plc.

UK airport group MAG has launched its own technology and e-commerce business to enhance passenger airport experience through technology-driven solutions.

MAG owns Manchester, London Stansted and East Midlands airports.

New specifically designed offices for the business venture will be housed onsite at Manchester Airport. The new ‘MAG-O’ wing has recruited a team of 65 experts comprising software developers, designers, system architects and user experience specialists.

MAG-O managing director Nolan Hough said: “Everyone within this new team comes to work aiming to challenge the wider business to evolve our passenger offering so it embraces the modern demands of both online and offline customer experience.”

Better technology and new online products at the group’s three airports will be developed by MAG-O to improve passenger end-to-end experience.

“We are targeting a truly personalised airport experience where you will be guided directly to your parking space, have your food waiting for you and be able to take advantage of personalised discounts.”

It has already trialled, tested and introduced various new initiatives across MAG’s digital footprint.

The latest initiative builds on the recent positive feedback from passengers with the digital experience offered at airports.

Hough added: “In the future, we are targeting a truly personalised airport experience where, as a passenger, you will be guided directly to your parking space via mobile web services, have your food ready and waiting for you at the restaurant of your choice and be able to take advantage of personalised discounts in our shops and then finally be guided to the plane at exactly the right time for boarding.”

Initially, the MAG-O team will redesign and relaunch the group’s airport websites and make them smartphone compatible. Around 60% of site-traffic is from passengers either at the airport or on their way.

It has also started a programme of testing new products that will improve the efficiency of its terminal and car parks and offer new online experiences.