Passenger Experience

A satisfied passenger is vital if an airport wishes its revenues to increase, traffic to grow, and reputation to remain esteemed. This is achieved by providing customers with a high-quality passenger experience.

‘Seamless travel’ is a term frequently being used to describe the optimum passenger experience, meaning a traveller can complete the entire airport journey without experiencing delays, disruption or confusion.

Self-service technology, predictive analysis, artificial intelligence, real-time information and data-sharing are just some of the digital concepts airports around the world are deploying in an attempt to achieve a seamless passenger experience.

International Airport Review, within this core topic, endeavours to provide case studies on how airports from all corners of the world are working on improving their passengers’ experience. This covers both inside the terminal, and initiatives implemented outside of the terminal that focus on ensuring the passengers’ arrival to the airport is as easy as possible.

This is a key theme in the airport industry that must not be overlooked: As passenger expectations evolve, an airport’s response must do so too.

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Innovating baggage at London Gatwick: An interview with Stevie Summers, Head of Baggage

12 August 2024 | By Holly Miles, Stevie Summers

Don’t miss this insightful conversation on the future of baggage handling at one of the world’s busiest airports.

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Rebuilding the skies: Insights from Christchurch International Airport

12 August 2024 | By Gordon Bevan, Holly Miles

Listen to this exclusive podcast with the General Manager of Aeronautical Development at Christchurch International Airport.

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Preparing for a record-breaking 2024 at London Gatwick Airport

7 August 2024 | By Holly Miles, Mark Johnston

This interview provides a comprehensive look at the airport's innovative strategies and commitment to exceptional service in 2024.

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Birmingham Airport improves accessibility with new check-in option

5 August 2024 | By Emily Budgen

Birmingham Airport have introduced a new check-in process for those with hidden disabilities, ensuring greater accessibility.

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London Heathrow faces baggage challenges after cancellations

5 August 2024 | By Emily Budgen

London Heathrow are currently facing baggage handling challenges after a series of British Airways cancellations.

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First wave of airport speakers announced for International Airport Summit 2024

5 August 2024 | By International Airport Review

We are thrilled to announce a stellar line-up for the International Airport Summit 2024.

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Creating an Easy Airport experience for passengers and employees at Aeroportos Uruguay

1 August 2024 | By Federico Cabrera

In this interview with Federico Cabrera, the Airport Operations and Customer Experience Manager at Aeropuertos Uruguay, he sheds light on how the airport has navigated the challenges brought about by the COVID-19 pandemic and how it continues to enhance the airport experience for both passengers and employees.

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Meet DoraBot: Elevating the traveller experience at El Dorado

30 July 2024 | By Daniel Beltrán, Juan David Micolta, Luis Soto

El Dorado International Airport has revolutionised the experience of its passengers by introducing ‘DoraBot’, a new artificial intelligence (AI) powered virtual assistant that offers personalised attention throughout travellers' journeys. Luis Soto, Daniel Beltrán and Juan David Micolta explain more for International Airport Review.

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In the bag – quicker security checks at London Luton Airport

29 July 2024 | By Emily Budgen

London Luton Airport (LLA) have revolutionised their security by introducing new CT scanner technology for passengers.

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LAX train expected to be in service from January 2026

29 July 2024 | By Emily Budgen

A new train at Los Angeles Airport (LAX) is set to begin service for passengers and airport staff in January 2026.

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72% of airline and airport staff have faced abuse

25 July 2024 | By Emily Budgen

New statistics unveiled by IBS Software have revealed that 72% of airline and airport staff have faced abuse after travel disruption.

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The year of reclaiming titles: Toronto Pearson International Airport

24 July 2024 | By Deborah Flint

Watch this exclusive interview with the CEO of Toronto Pearson International Airport.

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Turkish Airlines showcases new luxury suites at Farnborough

23 July 2024 | By Emily Budgen

Turkish Airlines have showcased a new luxury suite at Farnborough Airshow in Hampshire this week.

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‘Gold route service,’ luxury travel experience at BIA

23 July 2024 | By Sumith de Silva

For International Airport Review, Dr Sumith de Silva, Head of Marketing and Corporate Communications at Airport and Aviation Services (Sri Lanka), details how Bandaranaike International Airport’s ‘Gold Route’ service is elevating the airport experience for the luxury traveller.

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Increasing air routes to Halifax, Canada

22 July 2024 | By Christopher de Man

International Airport Review spoke to Christopher de Man, Director, Air Service, at Halifax International Airport Authority, at Routes Americas 2024, to discover what 2024 holds in store for the airport.