Inside SITA’s human-centered innovation strategy with Sumesh Patel

Anyone who has flown internationally over the last few years has probably noticed that airports look a bit more futuristic. 

While self-service check-in kiosks, facial recognition scanners, and digital passport gates are becoming the norm, they’re just the beginning of a much bigger digital shift happening across the industry.

Behind many of these changes is SITA, a travel technology and solutions provider that’s been quietly shaping how we move through airports for more than seven decades. 

SITA doesn’t just dream up new concepts. The company implements solutions at airports and airlines around the world, turning ideas that may have once seemed like science fiction into reality.

AeroTime recently had the opportunity to visit SITA’s facility in Singapore, and sit down with Sumesh Patel, SITA Asia Pacific President, for an Executive Spotlight interview. 

Patel, who has been with SITA for almost 20 years, discussed his observations on rising trends in airport technology, SITA’s progress in global baggage handling, the future of passport-less travel, and much more.

From imagination to implementation

Patel observed that we are now at the stage where technologies are shifting from conceptualization as test projects to implementation across airlines, airports, and government agencies throughout the region and globally.

“The most exciting thing is that we’re moving from pilot projects and proof-led implementation to seeing these technologies in real life,” Patel told AeroTime. “They are being implemented, and we can see the real benefits to the industry.”

This transformation was evident at SITA’s official reopening of its Customer Experience Centre in October 2025, where advancements in baggage technology, artificial intelligence (AI) in air traffic management, and biometric systems demonstrated that these innovations are no longer future plans but present-day realities.

Technology serving not replacing people

Despite the rapid technological advancement, Patel emphasized a principle that he said is fundamental in SITA – technology is a means, not an end. According to Patel, the ultimate measure of success lies in how well these innovations serve the people who use them: passengers, airport and airline staff, and regulators alike.

“At the end of the day, it’s still about people,” he noted. “They should be confident that they find this technology and technological advancement helpful. If technology can make their life easier, if staff are able to do their job better, that’s what technology really means.”

SITA’s human-centered approach ensures that digital solutions enhance, rather than complicate the travel experience, with user confidence and practical benefits as the primary metrics of success.

Baggage handling reaches historic efficiency levels

SITA’s 2025 Baggage IT Insights report revealed remarkable progress in baggage handling: an 8.7% reduction in mishandling despite an 8.2% increase in passenger air traffic. 

The long-term improvement is even more striking with baggage mishandling rates dropping 67% since 2007.

However, challenges remain. Current rates still show approximately 6.3 lost bags per 1,000 passengers, costing the industry nearly $5 billion annually. 

Modern passengers expect complete visibility of their baggage journey from check-in to arrival, and, when issues occur, they want to know exactly where their bags are and when they’ll be reunited with them.

SITA has developed several technologies to address these expectations. A recent partnership with Apple now allows passengers to share their AirTag data directly with ground handlers and airlines, enabling faster bag location and retrieval.

Previously, passengers could track their bags but frustratingly, had no way to expedite its recovery.

Another solution, developed with Lufthansa, automatically re-routes missed bags and immediately notifies passengers. Rather than travelers discovering their baggage did not make the connection, the system automatically re-books the bag on the next available flight and informs passengers of the expected arrival time and location.

Looking ahead, SITA is working on intermodal baggage solutions that would provide end-to-end tracking across multiple transportation modes, including trains and cruises, eliminating the need for passengers to repeatedly collect and recheck their luggage throughout their journey.

Mega trends shaping aviation’s future

According to an IATA forecast, Asia Pacific air traffic is set to grow 5.1% annually and double by 2043. In light of this growth, several transformative trends are emerging that will reshape the industry over the next two to three years.

Artificial intelligence stands at the forefront, changing how airlines serve passengers and enabling faster, better-informed decision-making. AI is being integrated into virtually every technology SITA develops, from operational systems to passenger services.

Digital Travel Credentials (DTC) represent another significant shift toward passport-free travel, which Patel foresees will be implemented soon. 

According to Patel, within the next decade, physical passports may become merely backup documents, with travelers’ complete digital identities including passports, visas, and other documentation stored securely on smartphones. 

Passengers would control which information to share and when, creating a seamless, paper-free travel experience.

“In many countries, passports are no longer stamped,” Patel observed. “In the future, you won’t even need a passport, your identity will be your digital identity.”

This was demonstrated by SITA’s Senior Business Development Manager for Border Management Kelvin Ng, who showed AeroTime what passport-less travel will actually look like in the future. 

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Human element still prevails

Despite AI’s expanding role in aviation, Patel believes certain human capabilities will never be replaced by technology, no matter how advanced it becomes. 

Empathy, leadership, crisis management, and personalized customer service require human judgment and emotional intelligence that AI cannot replicate.

“The best outcome would be for AI and humans to work together as one team,” Patel said. “That combination can serve passengers better than either could alone.”

Biometric safeguards against facial reconstruction

As facial surgical enhancements and 3D reconstructive procedures become more common and seamless, questions arise about the reliability of biometric systems.

Patel said that aviation biometrics employ multi-layered authentication that extends far beyond simple facial recognition.

“When we talk about biometrics for the aviation industry, it also relies on valid documentation – your visa, identity verification, watch lists, and government databases,” he explained. “There are multi-level authentication processes. The system is more reliable because it doesn’t just rely on face-equals-identity.”

This comprehensive approach, deployed at airports and borders worldwide, ensures robust security even as cosmetic facial procedures become more sophisticated.

Sustainability beyond Sustainable Aviation Fuel (SAF)

Following SITA’s recent contract with Air India focusing on sustainability, the company is expanding its environmental initiatives beyond the widely discussed Sustainable Aviation Fuel (SAF).

SITA currently works with Air India, Singapore Airlines, and 50 other carriers on a number of sustainability solutions. One key technology, OptiClimb, recognizes that every aircraft is unique—even two Airbus A350s or Boeing 737s have different characteristics. 

The system analyzes individual aircraft data and recommends optimal climb speeds and angles, reducing carbon emissions while saving fuel and creating smoother flights for passengers.

At airports, SITA has developed systems that monitor the carbon footprint of all stakeholders and not just aircraft and passengers, but also tenants, restaurants, and shops. 

These platforms provide actionable recommendations for reducing environmental impact across the entire airport ecosystem.

“Sustainability is certainly key,” Patel concluded. “At every step, we ask: ‘what can we do differently?’.”

As SITA continues expanding its presence, both across the Asia Pacific region and globally, the company remains committed to balancing technological innovation with human needs, operational efficiency with environmental responsibility, and digital transformation with the irreplaceable value of human connection.The post Inside SITA’s human-centered innovation strategy with Sumesh Patel appeared first on AeroTime.

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