In Swedish airports, new technologies are being tested and installed to drive innovation and improve the passengers' experience. Within this digitally-lead era, airports across the world are experimenting with different technologies to determine the best way to secure innovative growth and optimise processes. To gain a perspective of the digital approach within airports across Sweden, International Airport Review spoke to Karin Gylin, Head of Innovation at Swedavia AB, during Airport IT & Security 2019 regarding how new technological applications are benefiting passenger service. In December 2018, we implemented the chatbot. It's been working very well and has been well received by passengers.

According to the Civil Aviation Authority (CAA), last winter more than 3,000 flights in and out of the UK were delayed for over three hours. This year, flight delays are predicted to affect thousands of passengers over Christmas. Amidst this disruption, airlines are increasingly looking to the quality of their customer service offering. Busy periods put tremendous pressure on customer service, where speed of response has to be balanced with detailed regulatory compliance. Over 85 per cent of the customer requests arising from flights being delayed, rescheduled or cancelled require agents to go through detailed fare rules in order to calculate compensation.

I was quite surprised to read the other day a statement by a former FBI Chief. He said: "We're not going to solve it (cyber security), folks, not in our lifetime, but we have to constantly manage it." He went on to say that we owe it to future generations to manage cyber security effectively or leave a legacy that will make cyber security far easier to manage in the future. At best we will be locked into an arms race where each side ups their game to get ahead of the other. At the moment the bad guys are way ahead of us and I agree that how we manage cyber security effectively is the best way forward for now and in the future.