The latest in technology news is that airports are investing big in IT to please customers more. My first question is that are airports doing this to compensate for the lousy service from airlines?

For that alone, customers have at least something to look forward to. That even if their flights are delayed, customers have something to pass the time while in the airport.

In the article, it says:

Airport operators are also aiming to increase the self service options to passengers, with 35 per cent of operators looking to add passenger self boarding, 32 per cent aiming to introduce off-site baggage and passenger processing and 33 per cent to bring in self-service common bag drop locations. Continue reading…

Although the survey covered 163 airports, including more than half of the world’s top 100 operators in terms of revenue and passenger traffic, it didn’t say which airports are these. I think it’s too much to hope that our local airports will be among those surveyed.

My second question is, if airports can invest big in IT to improve customer service, why can’t airlines do the same?