Handling 87 million passengers every year, Dallas Fort Worth International (DFW) is the third-busiest airport in the world. At the same time, for three consecutive years, Airports Council International (ACI) has recognised DFW as one of the best large airports in North America. So how does the Texan airport achieve its high customer service scores while processing such huge traveller numbers?
Paul Puopolo, DFW’s Chief Technology and Innovation Officer, believes tech investment has been instrumental to improving airport processes and enhancing the traveller experience.
We began our innovation journey about six years ago, and one of the things that we did was we looked at customer needs. On the innovation side, our team really tries to take a human-centric approach.
Among the security measures Puopolo has overseen are streamlined security, a private 5G network, biometrics, and artificial intelligence (AI) systems. DFW’s new Terminal F, currently in construction, also represents an opportunity to rethink airport design. When complete, the US$1.6 billion project will boast self-service bag drops, e-gates, and sensors for managing passenger flow.
When we build new infrastructure, we want to make sure it’s a little bit more flexible. So as customer needs change, we can change. We don’t want to end up being like a mall that nobody goes to anymore.
Advanced air mobility (AAM) is one such consideration. A ‘when, not if’ evolution for the industry, Puopolo is watching sandbox initiatives in the Middle East to see how eVTOLs and air taxis could be incorporated at DFW once they receive FAA certification. He currently forecasts that AAM services could go live in 2028, but for this to be possible DFW needs to prepare now.
We believe air taxis are coming to the airport, and being a feeder route is important to us. But for that to happen, we have to make our infrastructure investments two to three years ahead.
🎥 Watch the interview to hear Paul Puopolo’s full thoughts on AAM integration, tech, and innovation.
Questions asked include:
- What role do you think innovation has played in boosting your customer service rating?
- What are your plans for Terminal F from a tech perspective?
- How can airports implement designs that are tech-forward but also sustainable and long-lasting?
- How do you see air taxis being integrated at DFW in the future?
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