Case Study: Aeroporti di Roma achieves soaring passenger satisfaction and 35% service-quality gain with TIBCO Software

Aeroporti di Roma Sees Customer Satisfaction Soar with Digital Transformation

Aeroporti di Roma (ADR), which operates Rome’s Fiumicino and Ciampino airports serving about 50 million passengers and 140 airlines with some 40,000 staff, faced declining passenger satisfaction and the challenge of coordinating massive, real‑time data across airlines, security, retail, transport, and facilities. Competitive pressure and fragmented systems meant long waits, lost revenue opportunities, and the need to shift from reactive to proactive, passenger‑centric operations.

ADR deployed the TIBCO Connected Intelligence platform and an Airport Operations Plan to integrate thousands of data sources, provide real‑time dashboards and predictive KPIs, expose APIs to partners, and run passenger‑flow analytics (anonymized Wi‑Fi heat maps, notifications, transport/taxi integrations). The result: proactive decision‑making, a new 6M‑passenger boarding area, a rise in Airport Service Quality from 3.31 to 4.47 (35% increase), four consecutive “best airport in Europe” awards, a 5‑star COVID safety rating, and roughly 40% lower day‑to‑day operating costs while improving customer satisfaction and revenue.

Aeroporti di Roma

Floriana Chiarello

Head of Demand Management