CLT Airport App | Move | mobile first agency

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Achieved
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One CMS for multiple online channels
Integrated conversion-oriented parking solution
Average rating of 4.6 stars in App Store & Google Play Store

A digital transformation

Charlotte Douglas International Airport (CLT) is in the top 10 busiest airports in the world with more than 48 million passengers annually. The airport has a progressive philosophy, is focused on constant growth and, in its own words, aims to achieve an airport "fit for the queen. Improving the passenger experience and relationship through a digital platform plays an important role in this. Move was asked to take care of the digital transformation of the airport, starting with a website and an Android and iOS mobile app.

Frictionless parking solution

Parking is a crucial part of the passenger experience and also an important revenue source for CLT. Many airport visitors want to reserve and pay for parking well in advance of their trip. This assures them of a spot and often a better price. Therefore, we built a conversion-oriented solution that enables online reservations on the website as well as in the mobile app.

Implementation of the Digital Airport Platform

DAP is a digital solution developed by Move that supports passengers during their journey. It delivers relevant information, services and experiences based on user context (such as flight data and location). CLT is the first airport to fully implement the DAP. This implementation is an important part of CLT's digital transformation in addition to the realisation of a responsive website and two mobile apps. In the transformation process we developed all channels in such a way that CLT itself can easily provide them with unique content.

As a solution we used a very powerful CMS (Contentful) as part of our Digital Airport Platform. This CMS offers many features. By taking full advantage of it, CLT can now easily and quickly organize its content and update its channels at any time. But the content from the CMS is just a fraction of all the information to be displayed to the user. There is also a lot of real-time data, such as flight data, that needs to be automatically updated across all channels. How do we ensure that this data is displayed in real time in both the apps and the website?

Real-time in the palm of your hand

Unlike the website, which provides passengers with general travel information in advance, the app had to act as a personal airport assistant. For that, real-time and location-specific data are essential. CLT app users can bookmark their flights and receive a notification as soon as there is a status change, such as a gate change. The app even navigates users to their gate, using indoor wayfinding and positioning. Navigate to an airport store, restroom or restaurant? You can do that, too. In fact, the app includes a list of all airport facilities and their locations.

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'We really see great value in how our passengers use the parking reservation system. Both for the passenger experience and for our revenues. Move has done a great job on integrating the parking reservation into our Digital Airport Platform.'

Ted Kaplan

Chief Business & Innovation Officer at CLT Airport

One system for various online channels

DAP includes the development of a new website that provides passengers with all the information they need. From general airport information to more specific information such as parking, shops and restaurants. What is so unique about the development of the CLT website is that it runs on the same system as the Android and iOS apps. This means that the flight data displayed on the website and in the apps comes from the same platform. In addition, the website is exceptionally fast and the user experience smooth. This is because we deployed techniques that load the entire website instantly, rather than page by page.

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A great start!

The mobile apps and website gave CLT a solid foundation for further expansion and improvement of features our Digital Airport Platform has to offer. With a view to further development, we will collect as much user feedback as possible in the coming period.

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