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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

Boeing Crisis hampering airline sector’s growth plans, says Morningstar DBRS

5 April 2024 | By International Airport Review

Morningstar DBRS expects the re-emergence of safety concerns to materially affect Boeing.

news

Largest American Express lounge in Nordic region to date has opened at Stockholm Arlanda

4 April 2024 | By International Airport Review

The doors opened to American Express' newly renovated, double-sized lounge at the Stockholm Arlanda Airport's Marketplace in Terminal 5.

podcast

Changi Airport: Preparing for future growth of Asia Pacific region

29 March 2024 | By Holly Miles, Peh Ke-Wei

Listen to this exclusive interview with the Vice President of Market Development of Changi Airport Group.

article

Engaging a passenger’s mindset: how to keep a passenger entertained

28 March 2024 | By Chunekshi Wimalasuriya

International Airport Review’s Editorial Assistant, Chunekshi Wimalasuriya, looks at passenger experience campaigns of airports across the globe, who have gone the extra length to ensure a satiated and entertained traveller.

article

Guide to Airport Experience Issue 1 2024

22 March 2024 | By International Airport Review

International Airport Review’s Guide To Airport Experience is now available to download!

news

Calgary International Airport named Routes awards overall winner

21 March 2024 | By International Airport Review

Calgary International Airport (YYC) has been crowned the Overall Winner of this year’s Routes Americas Awards.

article

Issue 1 2024 International Airport Review

21 March 2024 | By International Airport Review

In this issue of International Airport Review we feature articles from industry experts on a range of topics including: airport experience, future vision of Changi Airport, biometrics, route development, innovation, air traffic control, airport associations and future workforce. All this, plus an exclusive interview with International Airport Review's Airport Leader…

webinar

Innovations in passenger parking and car rental journeys

15 March 2024 | By Wenn ASA

Watch our exciting virtual panel discussion where industry leaders shared how they are transforming the airport parking and car rental experience using artificial intelligence and automation.

Helsinki Airport redevelopment programme

video

Helsinki Airport redevelopment programme

15 March 2024 | By International Airport Review

Watch this exclusive tour of the newly redeveloped Helsinki Airport in Finland.

news

The best airports for customer experience worldwide, as chosen by passengers

14 March 2024 | By International Airport Review

The results were chosen by passengers through the renowned Airport Service Quality (ASQ) Awards.

podcast

Focusing on customer experience, sustainability and growth through innovation

13 March 2024 | By Holly Miles, Luis Felipe de Oliveira

Listen to this exclusive podcast with ACI World's Director General.

news

Miami-Dade County Mayor Daniella Levine Cava launches “I AM MIA” customer experience campaign

12 March 2024 | By International Airport Review

The campaign is a pivotal initiative designed to transform the customer experience at one of the nation's busiest airports.

article

Creating an Art & Culture Airport

11 March 2024 | By Sunny Yoon

Fresh from the ACI World Global Customer Experience Summit 2023, Sunny Yoon, Executive Director, Terminal Operations, of Incheon International Airport Corporation, speaks exclusively to International Airport Review about what passenger experience means to them.

video

Ricia Vinelli Montejo: IAR’s Airport Leader of the Future 2023

8 March 2024 | By Holly Miles, Ricia Vinelli Montejo

Watch this exclusive interview to get tips and tricks for your career!

news

Helsinki Airport ranked fifth in the world for business travellers

7 March 2024 | By International Airport Review

Finavia has taken the needs of business travellers into account.

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Passenger Experience