From Siloed Passenger Services to Seamless Flow: How to Apply the Enterprise Anatomy of an Airport

Why This Diagnosis Matters

Every airport executive knows the paradox. Dashboards glow with 200+ digital projects delivered. Press releases showcase biometric gates, new loyalty apps, rebooking engines, and upgraded kiosks. Each department proudly tells its own transformation story.

And yet — on the ground:

• Passengers still queue in long lines.

• Boarding upgrades offered on apps collapse at the gate.

• Ops teams override “smart systems” daily.

• Supervisors juggle half a dozen screens just to manage a single disruption.

• The CIO cannot link a single project back to passenger experience metrics.

Airports have digitized services. But they haven’t architected flow.

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