Digital employee experience (DEX) and aviation: The hidden backbone of the passenger journey

Thousands of flights are delayed across the United States every day, each one a reminder of how quickly aviation operations can be disrupted when even the smallest digital system slows down. And while we can’t predict the exact figure as you read this, we can say one thing with certainty: even a single disruption is one too many.

Airports and airlines run on a dense web of connected devices, applications, and processes. When one falters, the ripple effects reach every corner of the passenger journey. But your digital workplace should run with the same precision your passengers expect from their travel experience.

So, what’s the answer? Digital employee experience (DEX) is the key to seamless passenger journeys and efficient digital workplaces.

In this article we will explore:

• The passenger experience and digital touchpoints
• Building a digital workplace that works
• The role of digital employee experience (DEX)

The passenger experience and digital touchpoints

Travelers notice every moment of friction. A lagging kiosk. A bag tag printer that stalls. A gate reader that doesn't sync. When these touchpoints fail, passengers wait, lines grow, and your teams shoulder the burden.

But when everything works, the journey feels effortless, and most travelers never even realize just how much technology sits behind that smooth experience.

To better understand how digital friction shapes the passenger experience, we asked travelers about their experience with digital touchpoints.

Some said they’ve come to expect slow kiosks or lagging bag tag printers. Others voice frustrations when credit card readers or gate systems fail to sync. One passenger noted that when the digital side fails, it inevitably means waiting for human assistance. This isn’t the seamless journey aviation strives to deliver.

In an industry where every second of uptime matters, a single malfunctioning kiosk or scanner does more than just slow down a traveler. It affects ground crew workflows, creates operational bottlenecks, and erodes trust in the airport experience. The detour to a help desk might seem small, but it compounds into significant stress for passengers and staff alike, especially during peak travel windows.

The reality is clear: travelers may not see the digital systems behind their journey, but they always feel the impact when those systems don’t perform.

Building a digital workplace that works

We’ve already established that when everything just works, passengers don’t even perceive the expanse of technology behind their travel experience. And that’s the goal. But how do we build a digital workplace that works?

It’s up to IT leaders to keep every digital element behind the scenes running with precision, not slowing down the flow of travel.

That means ensuring 24/7 uptime across thousands of devices, meeting strict aviation compliance standards, and scaling operations without compromising safety or efficiency. It’s a massive responsibility and it’s only getting more complex. That’s where TeamViewer DEX comes in.