iGA Istanbul Airport: Taking airport technology innovation to the next level 

Since opening in April 2019, iGA Istanbul Airport (ICAO code: IST) has become one of the world’s leading international airports. With its unique geographic position, set at the crossroads between Europe and Asia, iGA Istanbul Airport has been crowned Europe’s Busiest Airport for the past four years, handling 517,284 flights and over 80 million passengers annually in 2024. 

Yet achieving such numbers while consistently providing an exemplary customer experience is about more than meticulous planning and attention to detail at every touchpoint of the passenger’s journey through the airport. The harnessing of cutting-edge airport technology innovation has also ensured that every passenger enjoys a seamless and smooth transition through the terminal, whether they are arriving, departing, or transiting through iGA Istanbul Airport.  

AeroTime recently discussed the airport’s proactive approach to adopting the latest technology innovations with Dr. Reha Çetin, General Manager of IST Systems at iGA Istanbul Airport. Covering a whole spectrum of investments that the airport has made toward digitizing the passenger experience, the discussion covered the entire spectrum of innovations that the airport has adopted to ensure that passengers enjoy their experience and make iGA Istanbul Airport their gateway of choice in any future travel plans.  

iGA Istanbul Airport

Unlimited free WiFi for all guests 24/7 

From the outset, a vital component of all technological innovations being adopted by iGA Istanbul Airport was the provision of free unlimited WiFi for all passengers and guests passing through the airport.  

Along with providing its own Wi-Fi network throughout the airport, iGA Istanbul Airport also partners with Turkish Airlines and its own Wi-Fi network which ensures that all passengers traveling from iGA Istanbul Airport can benefit from unlimited and free internet service using either of the two platforms. This innovative system, Çetin said, “not only provides easy access to all passengers at the airport but also offers special customer solutions for Turkish Airlines passengers before and during their flights”. 

iGA Istanbul Airport aims to make travel experiences more efficient with the free internet access it offers to its passengers. The provision of unlimited Wi-Fi has allowed the airport to use it as a platform through which to develop and enhance the passenger digital experience at all stages of their journey.   

iGA Istanbul Airport“Connecting guests and airport stakeholders to the digital world is essential for all these innovations to function efficiently,” confirmed Çetin. “With Türkiye’s first 5G network, iGA Istanbul Airport continues to work in this direction. Our ‘Digital Travel’ and ‘Smart Airport’ projects are the most important components of iGA Istanbul Airport’s future strategy. In this context, digital services, big data, artificial intelligence (AI), and autonomous technologies will continue to be the focus of iGA Istanbul Airport and its business partners in the ecosystem, as they are the industry trends.” 

Digitizing the overall passenger experience 

Since being established in 2019, iGA Istanbul Airport has put digitalization at its center and has adopted the principle of becoming a ’Digital Airport’. Efforts in this area have focused on the digitalization of the guest experience, as well as the adoption of ‘Smart Airport’ applications. “These initiatives will continue to enrich and facilitate the passenger experience throughout 2025 and beyond,” explained Çetin.  

The use of digital technologies has been revolutionary in transforming the passenger experience at iGA Istanbul Airport, Çetin said. Today’s prominent issues, not only at iGA Istanbul Airport but across the whole airport sector, include the digitalization and personalization of this experience. This involves “providing uninterrupted and consistent service across all channels, data-driven applications, productive artificial intelligence, the integration of biometric data into processes, automation, and robotic systems,” he added. 

According to Çetin, iGA Istanbul Airport’s ‘Digital Travel’ initiative aims to create a future airport experience by digitizing all aspects of the guest experience, beginning with trip planning. The Istanbul Airport mobile application is the starting point for any trip planning process and allows guests to access personalized services and optimize their travel experience by becoming a registered user of the app.  

iGA Istanbul AirportThe app allows users to receive recommendations on issues such as transportation options, airport services, and shopping based on their preferences and destinations. They can also purchase services through digital channels, thereby reducing uncertainties when formulating their travel plans. 

Via the ‘istbuy’ app (a marketplace application developed in-house by iGA Istanbul Airport), guests can order products and services at the airport, with payment options made available via the ‘Istanbul Airport Wallet’ app. Using this facility, guests can benefit from new digital-specific services, as well as an enhanced digital travel experience that includes location services.  

Additionally, guests can use mobile maps and navigation features within the airport itself via the free unlimited Wi-Fi service, using these maps to track each other and their loved ones. iGA Istanbul Airport’s location-based services include the iGA AR (Augmented Reality) application, which was developed using AR technology. With AR embedded within the mobile application, guests can “follow the opportunities at the airport in a fun way and win prizes through gamification,” explained Çetin.   

iGA Istanbul Airport aims to continue rolling out AI solutions in 2025 to support its ‘Digital Travel’ initiative, Çetin added. The iGA Chatbot, for example, which is currently used across several digital channels, uses AI language models to enhance the experience and increase interactivity. 

Finally, Çetin explained that iGA Istanbul Airport ensures that passengers with special needs are prioritized throughout their digital experience. The mobile application, for example, is designed for visually impaired passengers, and users can access digital maps and navigation functions through the ‘Voice Steps’ application. The mobile application can also provide an airport experience for elderly passengers, passengers with children, and guests who require special care or assistance. 

Overall, the technology being embraced by iGA Istanbul Airport, powered in many cases by the free Wi-Fi service, is driving the digitalization of the passenger experience. While this is a process that has already come a long way, it will continue to evolve and grow as the airport expands in the future, Çetin confirmed.    

EvrenKalinbacak / ShutterstockDigitalizing the passenger experience – further examples 

In addition to the examples above, Çetin added that iGA Istanbul Airport is constantly on the lookout for ways to enhance how passengers and other guests using the airport can interact with technology to simplify their experience, making it as stress-free and enjoyable as possible.    

“We have developed a device that allows for real-time translation into 50 languages and 70 accents, catering to passengers from all over the world,” Çetin explained. “Our iGA Information and Security units actively use the device in our airport, deploying 38 devices. The iGA Istanbul Airport police also utilize it, operating 14 devices.” 

Expanding on the subject of translation, Çetin added that the Istanbul Airport app also features a tool that can identify and translate seven languages – Turkish, English, German, Spanish, Russian, Chinese, and French – to assist passengers while at the airport.  

Harnessing the power of technology elsewhere in the customer experience, the iGA Istanbul Airport app provides a range of facilities that passengers can use. The app can provide real-time, passenger-specific flight information so passengers can follow their flight status instantly with notifications to their mobile devices. Additionally, the ‘Travel Profile’ function within the app can offer a ‘personalized airport experience,’ Çetin explained. 

hakanyalicn / ShutterstockRemaining in the app, the ‘Follow Your Loved One’ function, which was developed to provide interactive communication between people, allows an individual to follow someone else’s flight via the app or receive assistance with navigating within the terminal space. The online map lists all in-terminal store locations, including food and beverage areas, and the in-built search function can provide users with a route to reach these points effortlessly. 

Elsewhere, technology continues to enhance the passenger experience, Çetin said. For example, a dedicated chatbot that uses AI technology offers users an interactive question-and-answer facility, while for those using iGA Istanbul Airport car parks, passengers can set up their mobile devices to receive ‘Where is My Car’ and ‘Parking Lot and Valet Mobile Payment’ options. 

Rounding off how the iGA Istanbul Airport app can help passengers, Çetin explained that it can facilitate the sale and use of all passenger services, including lounges and buggy rides, while the ‘My Travel Preparation Lists’ function can even provide users with a checklist to assist them in preparing their luggage. 

Smart technology solutions – the effects  

In discussing how the use of smart technology solutions is playing a key part in the running of iGA Istanbul Airport, Çetin expanded on how such innovations are helping to ensure that the airport continues to function smoothly and efficiently as Europe’s busiest airport.  

“One of the most visible trends in the aviation industry is the use of big data and effective AI,” Çetin said. “When it comes to the services they provide, airports are essentially data factories. Big data is used in a variety of applications at iGA Istanbul Airport, including resource planning and service improvement.”  

“iGA Istanbul Airport is accelerating its efforts to turn data into value. Data processing with AI and machine learning functions allows for the optimal use of human and equipment resources, as well as the improvement of service quality through dynamic decisions,” he added. 

“We have implemented the Smart Dashboard and Digital Twin, developed by IST Systems under the F1RST project code specifically for the use of İGA and our stakeholders. These systems are uniquely integrated 24/7 with all our digital systems and supported by real-time, multidimensional artificial intelligence. The F1RST application is the unique and only of its kind in the aviation sector, offering multi-functionality on a single screen.”

hakanyalicn / ShutterstockImage processing-based solutions are one of the competencies accelerated by AI technologies, Çetin added. For example, camera images used in congestion monitoring and management processes make passenger processing steps more efficient. Installed at transition points such as entrance gates, security control, check-in, and passport control, iGA Istanbul Airport’s density monitoring systems use AI to process the passenger density in the region and assist the relevant authorities by generating alarms. The airport is continuing to develop these systems, which Çetin argues “empowers all parties to make more dynamic decisions”.  

Additionally, in line with the ‘Smart Airport’ concept, iGA Istanbul Airport utilizes new technologies to offer self-service opportunities to its guests. One of the most important technology adoptions at iGA Istanbul Airport has been biometric verification systems.  

After completing check-in procedures using this system, guests have a digital identity card consisting of ID, face photo, and boarding pass data using a mobile application, Çetin said. The technology digitizes the encrypted digital ID, enabling guests to use face verification for processes such as passing through ‘fast track‘ points and boarding gates, entering waiting lounges, shopping in commercial areas, and other similar procedures that generally require the presentation of a boarding pass.  

Another component of iGA Istanbul Airport’s ‘Smart Airport’ concept is robotic systems. Robots are used in different areas of iGA Istanbul Airport, with more projects of this kind planned in 2025. According to Çetin, the airport has been working to commission more advanced assistant robots and to introduce autonomous vehicles for transport and delivery services within the airport. In addition to physical robots, iGA Istanbul Airport is “constantly developing software-based robot technologies. Thus, smart software is used to perform many tasks quickly and accurately,” Çetin said.   

Integral to the operation of the ‘Smart Airport’ concept, iGA Istanbul Airport’s A-CDM (Airport Collaborative Decision Making) system, a ‘first’ in Turkish aviation, serves as a platform for the timely delivery of relevant data to all stakeholders at iGA Istanbul Airport, enabling them to share their information, Çetin explained.  

Polyanska Lyubov / Shutterstock“At the end of 2023, our airport became a Eurocontrol-approved A-CDM Airport,” he said. “This system facilitates the sharing of operation information, critical information, alarm situations, and aviation-related status information among all stakeholders at the airport. All units in the sector will ensure operation performance, fuel savings, minimal impact on noise and environment, and reduced operating costs through close cooperation with Eurocontrol NMOC (Network Manager Operations Centre), which manages European air traffic.”  

Another important innovation in aviation operations digitalization is the DMAN (Departure Manager) System, which ensures efficient departure sequencing in the airport airspace. The commissioning of this project in 2024 led to an increase in the capacity of the runways at iGA Istanbul Airport.  The system executes the departure sequence from the aircraft parking position until the aircraft’s departure time, thereby reducing potential waiting and delays in the maneuvering area, making the whole ground operation more efficient, and helping airlines maintain punctuality, ultimately benefiting passengers.   

iGA Istanbul AirportiGA Istanbul Airport using digital technology to meet sustainability goals 

“For many years now, the management at iGA Istanbul Airport has given priority to the airport’s impact on the environment and ways in which this can be reduced,” explained Çetin. Indeed, the airport publishes an annual Sustainability Report which covers, in great detail, the various programs that are ongoing at the airport to reduce the impact on its immediate environment. 

AeroTime recently published an article based on the findings of iGA Istanbul Airport’s 2023 Sustainability Report. The full article can be read by following this link.              

Expanding on iGA Istanbul Airport’s sustainability strategy for 2025 and beyond, Çetin stressed that analyzing the impact of all airport activities on the environment is always at the forefront of any key decision-making undertaken by the airport’s management, and that technology can assist in this process.  

“Looking towards the future of mobility, with the integration of air transportation with other transportation options in our work, we try to design the safest journeys with the lowest carbon footprint and resource usage with our services that cover all types of passengers,” Çetin said.  

Savvapanf Photo / Shutterstock“The aviation and mobility sectors go through profound transformations due to rapidly advancing technologies. The aviation industry is working on innovative technologies that comply with sustainability principles, such as higher-performance aircraft, fuels with lower environmental impact, autonomous flight technologies, and flying cars,” he added.   

“Innovative solutions such as electric vehicles, autonomous vehicles, shared transportation, and air transport are being developed in the field of mobility. We closely follow new approaches, initiatives, and practices relevant to aviation and mobility services and develop projects in these areas with our stakeholders. We are reviewing the roles we can take in line with our mobility integration goals and working on national and international collaborations,” he concluded.  

Using technology in the present, developing for the future 

Through the adoption and expansion of its ‘Smart Airport’ and ‘Digital Travel’ ambitions, iGA Istanbul Airport has become a pioneer among international airports. Through its adoption of digital technology innovations, the airport maintains the smooth running of its facilities and ensures that every individual using the airport can benefit from smart technology to enhance their overall travel experience. 

Yet, just as the global technological landscape continues to evolve, and the possibilities for using such technology to improve all areas of our lives continue to develop, iGA Istanbul Airport remains committed to embracing the latest innovations to ensure that its guests can enjoy a stress-free and enjoyable experience when using the airport and its facilities. After all, satisfied customers are likely to return, and ultimately it is this goal that all at iGA Istanbul Airport are striving to achieve.The post iGA Istanbul Airport: Taking airport technology innovation to the next level  appeared first on AeroTime.

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