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Oneworld on Digital Transformation and Passenger Experience in Airport Technology

Oneworld Advances Digital Transformation to Enhance Passenger Experience in Airport Technology
As airports and airlines accelerate the modernization of their technology infrastructure, collaboration and interoperability have become essential to delivering a seamless passenger experience. The aviation industry is increasingly integrating real-time data, digital services, artificial intelligence (AI), and cloud technologies to reduce friction, improve operational efficiency, and provide more personalized support—particularly for journeys involving multiple carriers and airports.
In anticipation of the 20th anniversary FTE Global event in Dallas (September 8–10, 2026), Chris Gilliland, Director of Airport Experience at oneworld Alliance, alongside Jaron Millner, Senior Director of Digital and Innovation, shared insights on overcoming technology silos, enhancing cooperation between airports and airlines, and leveraging digital innovation to create a more connected passenger journey.
Breaking Down Silos for a Connected Journey
Gilliland is set to participate in a session titled “The airport tech stack of the future—transitioning away from legacy systems,” which will explore the evolution of airport technology architectures and strategies for modernizing infrastructure to achieve greater efficiency. The discussion will address the limitations of legacy systems, the decision to replace or integrate existing infrastructure, and the introduction of new solutions without increasing complexity or operational risk. It will also emphasize the importance of organizational change, skills development, and stakeholder alignment to ensure successful technology transformation while maintaining operational continuity.
Many airports face the challenge of balancing modernization efforts with the constraints imposed by long-standing legacy systems. Gilliland highlights the passenger perspective, stating, “Customers want their journey to feel as smooth as if it were operated by a single airline—even if they are flying on two or three carriers.” Access to real-time data enables alliance members to identify potential risks to customer connections proactively, allowing them to mitigate disruptions and ensure passengers reach their destinations more efficiently.
Aligning Stakeholders and Embracing Interoperability
Oneworld, which unites airlines operating across hundreds of airports worldwide, recognizes that interoperability and common technology standards are critical to delivering a seamless passenger experience. Millner explains, “Our role is to facilitate seamless information exchange among members, so customers can enjoy consistent recognition, services, and benefits, as well as a smoother travel experience.” The alliance’s digital technology is designed to enable this unified digital experience for its members.
Despite these efforts, aligning the diverse needs of stakeholders and integrating new technologies smoothly remain significant challenges. Maintaining operational efficiency amid rapid technological advancements requires clear business strategies and strong organizational alignment. Ram Kumar Narasimhan of EY underscores that successful digital transformation depends on well-defined strategies and effective collaboration.
Competitive Landscape and Strategic Partnerships
The ongoing digital transformation is reshaping the competitive landscape within the aviation sector. As oneworld and its members advance their digital initiatives, other alliances and independent airports are responding with accelerated investments in AI-driven solutions and enhanced passenger engagement strategies. Strategic partnerships, such as the recent collaboration between Tata Consultancy Services (TCS) and Vodafone, highlight the growing importance of alliances in driving AI-led digital transformation across the industry.
As the aviation sector continues to evolve, oneworld’s commitment to dismantling technology silos, fostering collaboration, and embracing digital innovation positions the alliance to deliver a more connected and seamless passenger journey, setting new benchmarks for airport technology and customer experience.

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