Paul Griffiths outlines radical overhaul of airport experience, pushing for seamless, invisible processes powered by smart technology.
In a bold reimagining of global air travel, Paul Griffiths, CEO of Dubai Airports, has called for the elimination of traditional airport processes such as check-in, baggage tagging, and immigration, advocating instead for a fully seamless, contactless, and hospitality-driven passenger journey.
Speaking during a fireside chat at Dubai Airports’ Learning Week on Monday, Griffiths described current airport routines as outdated and inefficient, stressing the urgent need to replace them with integrated, technology-powered systems that prioritize speed, comfort, and customer delight.
A Vision for the “Invisible” Airport
Griffiths emphasized that passengers should no longer have to queue for check-in or deal with manual baggage labels and security lines. Instead, he envisions an experience where travelers walk through a lobby-like airport space with minimal interruption, supported by biometric identification and automated systems.
“Check-in shouldn't exist because airlines already have your money when you book a ticket,”
Griffiths said.
“You just literally walk in. Biometrics will deal with identity, security, customs and immigration.”
He added that every suitcase should be embedded with a barcode at the point of manufacture, enabling automatic tracking and eliminating the need for printed tags.
Hospitality at the Core
Central to Griffiths' vision is a shift away from operational processes toward hospitality.
“We want to focus on hospitality, remove the process, and just surprise and delight every single person who comes to the airport,”
he said.
“It should be a short walk to your aeroplane.”
He argued that optimizing flow through the airport—cutting processing time in half—could effectively double passenger capacity without additional infrastructure.
Rethinking Airport Growth
Challenging the assumption that bigger is better, Griffiths noted that Dubai International Airport has grown by 20% over the past decade without major infrastructure expansions. He credited the increase to strategic investments in people and technology.
“Huge airports have been created, but I would argue that bigger airports are not necessarily better,”
he said.
“Our customers are the most important people, and Dubai is expected to exceed global standards.”
Ground Transport and Future Planning
Touching on future development plans, Griffiths mentioned the upcoming Al Maktoum International Airport and the need for supporting infrastructure, including a deep-level underground railway to ease congestion.
“We had a very engaging workshop with the RTA recently. We're convinced this is essential,”
he said, noting that the shift of major events to Expo City will also help ease pressure on central Dubai traffic.
Calls for Industry-Wide Change
Griffiths was joined by Issam Kazim, CEO of Dubai Corporation for Tourism and Commerce Marketing, who echoed concerns over outdated airport practices, especially in a time where sustainability and efficiency are paramount.
Griffiths concluded with a challenge to the industry:
“We have the technology to do it. We just need to be bold. Let’s eliminate these 50- to 100-year-old processes and create the world’s first truly contactless airport.”
News Source: Khaleej Times
