AI in airport operations: enhancing competitiveness and satisfaction

During COVID-19, airports adopted biometric technologies, RFID for baggage tracking, and AI like smart check-in to minimise contact and enhance efficiency. AI also addresses infrastructure limitations and enhances competitiveness. Most studies focus on improving traveller experiences and operations, with limited research on gaps between traveller and operator preferences. This study bridges that gap using DEMATEL and VIKOR methods, revealing that travellers prioritise convenience and real-time information. By contrast, experts value predictive capabilities. Findings suggest that aligning AI-driven predictive technologies with traveller needs can boost satisfaction and efficiency, offering a win-win solution and strategic guidance for competitive airport operations.