Solving Communication Challenges at Auckland International Airport
Auckland International Airport faced two key challenges: delivering clear communication to diverse international travelers and managing high-volume announcements efficiently. Here's how Airport CX addressed these needs:
Meeting Language Diversity Needs
With travelers from across the Pacific region, AKL needed to ensure everyone received critical information in their preferred language. Simpleway implemented a 12-language announcement system, including local Pacific languages like Bislama, Samoan, and Tongan. This solution helped AKL serve their diverse passenger base while respecting cultural identities.
Improving Operational Efficiency
Manual announcements were taking up valuable staff time and creating inconsistencies in message delivery. The airport is implementing two key solutions:
Single Purpose UI: Gate agents currently access an intuitive desktop interface that displays real-time flight information and pre-set announcements for each boarding stage. The UI is designed specifically for the boarding process, eliminating confusion and reducing errors. This interface will soon be available on dedicated microphone stations throughout the terminal.
Announcement Microphone Stations: Currently in implementation, modern touchscreen paging stations will allow staff to quickly access and play pre-recorded announcements, ensuring consistent message delivery while preventing unauthorized use.
Airport CX improves operations by automatically delivering announcements for both arrival and departure flights. The system includes automated processes that:
Trigger boarding announcements automatically based on flight status
Manage zone assignments without operator intervention
Limits announcement frequency to prevent message fatigue
Ensures balanced distribution between mandatory airport announcements and airline-specific content
Technical Integrations
Integration with Public Address Systems: Airport CX integrates with both Bosch and QSC Public Address systems, ensuring high-quality message delivery across the airport.
Active Directory Integration: The system aligns with airport security and IT protocols, allowing smooth authentication and user management.
Real Results
Since implementing Simpleway solutions in 2017, AKL has achieved significant improvements:
Enhanced passenger experience through automated announcements, allowing gate agents to focus on direct passenger assistance
Successful handling of increasing passenger volumes while maintaining clear communication
Major system upgrade in 2022 adding more automated features and enhanced language capabilities
Load-balanced High Availability architecture as a business critical system
For airports across Australia, New Zealand, and Oceania facing similar challenges with diverse passengers and operational efficiency, AKL's experience shows how automated, multilingual communication can improve both passenger satisfaction and operational efficiency.
As Airport Operations Delivery Lead, Antony Hart said, "Our partnership with Simpleway has uniquely positioned Auckland Airport to deliver critical, multilingual announcements — including niche Pacific languages — while ensuring exceptional reliability for our business-critical operations. We highly recommend Simpleway to other airports seeking a reliable and adaptable passenger communication solution."
Beyond Airport CX, Simpleway delivers system designed for ground transportation Transit CX to Auckland Transportation where trains and ferries are operated within one PAS, and to Wellington Main Railway Station, Travel hub with single system for PAS and PIDS.
Ready to transform your airport's communication system? Contact Simpleway today to learn how our solutions can help your facility achieve similar results.
