Airports around the world are increasingly introducing digital technologies to improve passenger services and operational efficiency. Self-service check-in kiosks, mobile applications, and biometric systems have become more widely used, particularly after the COVID-19 pandemic encouraged the adoption of contactless services. Despite these developments, limited research has examined how passengers experience these technologies in regional airports in Thailand. This study explored passenger experiences with digital technologies at an airport in Thailand. A qualitative approach was adopted using semi-structured interviews with passengers who had recently travelled through the airport and had experience using digital services such as self-service kiosks, mobile applications, or biometric identification systems. The purpose of the study was to understand how these technologies influence passengers’ perceptions of convenience, usability, and efficiency during the check-in process. The interview data were analyzed using thematic analysis to identify common patterns in passenger experiences. Several strategies were applied to strengthen the credibility of the research, including member checking and careful documentation of the analysis process. Ethical approval was obtained prior to data collection, and all participant information was treated confidentially. The results indicate that digital technologies generally help improve convenience and efficiency during the airport travel process. However, the findings also show that passengers’ experiences are influenced by factors such as system usability, clarity of information, trust in biometric technologies, and the availability of staff assistance. While many passengers appreciate the efficiency of digital systems, some users still rely on human support when encountering unfamiliar technologies. Overall, this study provides insight into how passengers experience digital technologies in a regional airport context. The findings contribute to the application of the Technology Acceptance Model (TAM), SERVQUAL, and the Diffusion of Innovation (DOI) in understanding passenger perceptions of digital airport services. The results may also assist airport managers in improving the design and implementation of digital services to better support passenger needs.
Digital technology, Passenger experience, Self-service kiosk, Biometric system, Airport.
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