One app for the entire passenger journey

A major international airport operator moves more than 106 million passengers a year through 15 airports on three continents. Its terminals are among the most advanced anywhere; the passenger’s digital experience was the opposite. Fast-track, lounges, transfers, parking, and duty-free pre-order all existed, each on a different channel, none owned by the operator.

The operator did not need another booking page. The question was whether the journey itself was a product it could own, not a set of touchpoints leased out. Owning it meant one platform, the operator’s own demand, and a passenger relationship that began before the airport and ran past it.

DA defined, designed, and ran the build: a single travel super-app that pulls the whole journey into one marketplace. The work started from evidence, not the interface. Consumer research, terminal site visits, and a global benchmark of travel platforms set the scope of the first release and its financial plan.

The app carries the journey in two halves. Before the airport: fast-track, parking, transfers, meet-and-greet, restaurant and duty-free pre-order. Inside it: flight information, terminal navigation, WiFi, travel updates. Around both, lounge access at 300-plus airports and car rental in 160 countries.

It went live in May 2026 across three of the operator’s airports, the rest of the network staged behind it and two more countries next. What changes is the customer: one relationship that runs the length of the trip, in place of a dozen vendor handoffs that each held a piece of it.