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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.

news

European Travel Commission publish passenger behaviour trends in Long-Haul Travel Barometer

7 February 2024 | By International Airport Review

Travellers display reluctance to visit Europe, according to the Long-Haul Travel Barometer by the European Travel Commission.

article

Restoring connectivity to Queensland, Australia: a Q&A with Anthony Cicuttini

2 February 2024 | By Anthony Cicuttini

Anthony Cicuttini, Senior Vice President (SVP) and head of Aviation Development at Brisbane Airport Corporation spoke to International Airport Review about maintaining airline connections and attracting new passenger volumes.

video

Transforming airport security through technology and workforce: An interview with Marco Stramaccioni

31 January 2024 | By Holly Miles, Marco Stramaccioni

Watch this exclusive interview with this security thought leader.

news

Europe’s airports prioritises needs of passengers with non-visible disabilities centre stage with ACI Europe’s guidance

30 January 2024 | By International Airport Review

ACI EUROPE launched the first ever guidance globally for airports assisting passengers with non-visible disabilities.

video

Luxurious travel experiences at BVI Airports

29 January 2024 | By Kurt A.G Menal

Kurt A.G Menal, the Managing Director at BVI Airports Authority, told us about some of the features of the authority's airports that add a luxurious and effortless touch for its ultra-high-end passengers.

article

Airport Trend Report 2024: Current Challenges and Trends

26 January 2024 | By Chunekshi Wimalasuriya, International Airport Review

Read this exclusive free report discussing the most pressing issues facing the aviation industry, today.

video

Transforming aviation for a new world with Jens Sanner, Fraport

26 January 2024 | By Holly Miles, Jens Sanner

Watch the exclusive interview with this airport thought leader.

article

Creating paw-some experiences at San Antonio International Airport

19 January 2024 | By Erin Rodriguez

Erin Rodriguez, Senior Public Information Officer at San Antonio International Airport outlines the airport’s "Summer of Fun" and creative passenger experience initiatives that run throughout the year.

news

Young people leading post-COVID-19 aviation revival, UK Civil Aviation Authority finds

12 January 2024 | By International Airport Review

The UK Civil Aviation Authority reported that young people aged 18 to 34 years old are leading aviation’s revival.

video

Regaining stability and an explosion of technology at Hamburg Airport – Michael Eggenschwiler

12 January 2024 | By Holly Miles, Michael Eggenschwiler | CEO | Hamburg Airport

Michael Eggenschwiler spoke to International Airport Review Editor Holly Miles at the International Airport Summit in London.

video

Creating spaces for individuals to belong to: EDI in the workforce

10 January 2024 | By Anita Chagar, Chunekshi Wimalasuriya

Strategic Partnerships Manager at Heathrow Airport, Anita Chagar, spoke on why EDI is so important for aviation's workforce retention.

article

A new era of personalised airport services, at Carrasco International Airport

9 January 2024 | By Federico Cabrera

Federico Cabrera, Operations and Passenger Experience Manager at Aeropuertos Uruguay, spoke exclusively to International Airport Review in Issue 3 about how Carrasco Airport seeks to elevate passenger experience and respond appropriately to their needs.

video

Moving from a hardware mindset to a software mindset, with Trevor Strome

8 January 2024 | By Holly Miles, Trevor Strome

Watch this exclusive interview with the Director of Information Technology at Winnipeg Airport Authority.

news

My Pod Capsule Boutique arrives at Ezeiza Airport

5 January 2024 | By International Airport Review

With the aim of further enhancing the travellers' experience, 'My Pod Boutique Capsule' has been inaugurated at Ezeiza International Airport.

video

BER travellers have an appetite for digital services says Thomas Hoff Andersson, MD and COO

5 January 2024 | By Holly Miles, Thomas Hoff Andersson

Watch this exclusive interview with the MD and Chief Operations Officer of Berlin Brandenburg Airport.

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Passenger Experience