Confidential Report

Access Required

NEOM Bay Airport, GenAI Touchpoints Report
Document Reference: NEOM-DJDT-AI-001

Classification: Confidential • June 2026

← Project Page

ConfidentialNEOM-DJDT-AI-001

Passenger Journey Digital Touchpoints

Generative AI and Machine Learning: Value Assessment Across All Touchpoints

Issue DateJune 2026

Touchpoints33 across 5 phases

NEOM Bay Airport, GenAI Touchpoints Report

Executive Summary

Decrypting…

Touchpoint Framework: Passenger Journey

Pre-Departure6 touchpoints

PD1

Identity Management

Identity Management is the foundational enabler of the entire passenger journey.

Read analysis →

PD2

Booking & Shopping

The Booking and Shopping touchpoint encompasses all commercial and logistical transactions executed prior to departure, including flight selection, ancillary product procurement (lounge access, seat upgrades, baggage allowances), travel insurance, ground transport, and destination retail pre-ordering.

Read analysis →

PD3

Travel Authorisation & Customs Control

Travel Authorisation and Customs Control encompasses visa eligibility determination, electronic travel authorisation (eTA) processing, advance passenger information (API) submission, customs declarations, and prohibited goods screening.

Read analysis →

PD4

Personalised Pre-Travel Communications

Personalised Pre-Travel Communications covers all operator-initiated digital communications issued between booking confirmation and departure, including flight status notifications, check-in reminders, disruption alerts, destination readiness information, and commercial upsell prompts.

Read analysis →

PD5

Pre-Travel Disruption Handling

Pre-Travel Disruption Handling addresses the automated detection, assessment, and resolution of journey disruptions occurring prior to the passenger's departure from their origin.

Read analysis →

PD6

Baggage Options (Pick-Up & Tracking)

The Baggage Options touchpoint encompasses all pre-departure baggage services including remote check-in, baggage collection from off-airport locations, pre-journey baggage tracking initiation, excess baggage fee management, and prohibited items advisory.

Read analysis →

Departure: Airside & Terminal15 touchpoints

Biometric & General Surveillance

Biometric and General Surveillance encompasses the continuous monitoring of the terminal environment through fixed and mobile camera networks, biometric capture points, and sensor arrays.

Read analysis →

Mass Screening

Mass Screening covers the automated security screening of passengers and their carry-on items using X-ray computed tomography (CT), millimetre-wave body scanners, explosive trace detection (ETD), and related inspection equipment.

Read analysis →

Automated Wi-Fi Commissioning

Automated Wi-Fi Commissioning governs the automatic provisioning, authentication, and quality management of wireless network connectivity for passengers throughout the terminal.

Read analysis →

Order Tracking & Purchase Options

Order Tracking and Purchase Options encompasses all commercial transactions executed within the terminal environment post-security: duty-free retail, food and beverage ordering, lounge access, travel accessories, digital content, and service upgrades.

Read analysis →

Autonomous Bag Mover

The Autonomous Bag Mover touchpoint covers the fully automated physical transport of passenger baggage from check-in acceptance points through the terminal to aircraft loading.

Read analysis →

Check-in, Baggage Drop-Off & Baggage Tracking

The Check-in and Baggage Drop-Off touchpoint is the primary physical interface between the passenger and the departure process.

Read analysis →

Immigration (Exit)

Exit Immigration processing verifies passenger travel authorisation, validates departure against national overstay records, and confirms identity against watchlists immediately prior to airside access.

Read analysis →

Departure Travel Communications

Departure Travel Communications covers all operator and airline-initiated notifications issued to passengers from the point of airside entry through to aircraft door closure, including gate assignments, boarding calls, boarding sequence management, final call alerts, and flight status updates.

Read analysis →

Passenger Screening

Passenger Screening at the departure security checkpoint is distinct from mass baggage screening (D2) and focuses on the inspection of the individual: body scanning, trace detection, manual search protocols, and behavioural observation.

Read analysis →

D10

Carry-On Baggage Screening

Carry-On Baggage Screening covers the X-ray and CT inspection of cabin baggage items at the departure security checkpoint.

Read analysis →

D11

Departure Disruption Notification

Departure Disruption Notification covers the real-time communication of disruption events to passengers who have already entered the terminal or cleared security.

Read analysis →

D12

Biometric Lounge Access

Biometric Lounge Access governs automated entry control to airport lounges and premium passenger facilities.

Read analysis →

D13

Personalised Shopping Experience

The Personalised Shopping Experience touchpoint covers the delivery of individually tailored retail and commercial experiences within the airside terminal environment.

Read analysis →

D14

Personalised Boarding Notification

Personalised Boarding Notification delivers individual, context-sensitive boarding communications to each passenger based on their real-time location, boarding group assignment, aircraft seat position, and remaining dwell time.

Read analysis →

D15

Biometric Boarding

Biometric Boarding replaces the physical boarding pass and identity document check at the gate with real-time facial recognition matched against the departure manifest.

Read analysis →

In-Flight1 touchpoint

In-Flight Options

In-Flight Options encompasses the digital services and commercial transactions available to passengers during the flight: in-flight entertainment (IFE) personalisation, connectivity services, meal ordering, duty-free retail, destination pre-booking, and special service requests.

Read analysis →

Connection1 touchpoint

CA1

Connection Notification

Connection Notification manages the real-time communication, guidance, and facilitation of passengers transiting between connecting flights within the terminal.

Read analysis →

Arrivals10 touchpoints

Biometric & General Surveillance (Arrivals)

Arrivals Biometric and General Surveillance mirrors the departure surveillance function (D1) but is configured for the arrival terminal context: higher density, post-flight fatigue, diverse origin risk profiles, and immediate interface with immigration processing.

Read analysis →

Automated Wi-Fi Commissioning (Arrivals)

Automated Wi-Fi Commissioning in the arrivals context provides seamless connectivity restoration for arriving passengers, enabling immediate access to mobile applications, messaging services, and AI-delivered arrivals services upon terminal entry.

Read analysis →

Indoor Wayfinding

Indoor Wayfinding provides real-time, dynamic navigation assistance to arriving passengers within the terminal environment.

Read analysis →

Arrival Notification Package

The Arrival Notification Package is the coordinated set of information and service activations delivered to the passenger upon or immediately after landing.

Read analysis →

Immigration (Entry)

Entry Immigration is the primary regulatory processing touchpoint for international arrivals, encompassing identity verification, visa and entry authorisation validation, watchlist screening, and biometric enrolment for first-time visitors.

Read analysis →

Arrival Baggage Notification

Arrival Baggage Notification provides real-time status updates to passengers regarding the progress of their checked baggage through the arrivals handling process: unloading, transit, and belt presentation.

Read analysis →

Digital Customs Clearance

Digital Customs Clearance replaces the physical red/green lane declaration model with an integrated digital processing system that completes customs assessment before the passenger exits immigration, enabling fully automated clearance for compliant, low-risk passengers whilst directing non-compliant or high-risk cases to targeted physical inspection.

Read analysis →

Mass Screening (Arrivals)

Arrivals Mass Screening applies to inbound passengers and their checked baggage where security or customs protocols mandate inspection of arriving items.

Read analysis →

Digital Signage

Digital Signage encompasses the network of dynamic display systems throughout the arrivals terminal: flight information display systems (FIDS), wayfinding displays, advertising and commercial displays, public information panels, and emergency communication systems.

Read analysis →

A10

Mobility Services

Mobility Services encompasses all ground transport and movement assistance services available to arriving passengers: special assistance for passengers with reduced mobility (PRM), autonomous kerbside transport, taxi and ride-hailing coordination, rail and coach connection management, and terminal mobility aids.

Read analysis →