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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

Changi Airport Group launches grand draw for ‘Shall We Just Go?’ campaign

3 January 2024 | By International Airport Review

Changi Airport Group is giving spontaneous travel a further push with the launch of a Grand Draw to 'Shall We Just Go?'

news

Kaunas Airport passenger terminal expansion set to begin in early 2024

3 January 2024 | By International Airport Review

Lithuanian Airports has signed a contract with INFES, which has won a public tender and will carry out the expansion of the Kaunas Airport passenger terminal.

podcast

Talking robotics innovation and carbon net-negative technology with PIT xBridge Director, Cole Wolfson

3 January 2024 | By Cole Wolfson, Holly Miles

Listen to this exclusive interview with innovation thought leader Cole Wolfson.

article

AeroCloud introduces Passenger Processing Solutions

2 January 2024 | By AeroCloud Systems

AeroCloud has introduced Passenger Processing Solutions including CUPPS, CUSS and DCS to empower airport stakeholders to increase operational efficiency and reduce costs.

news

Perth Airport delivers on retail precinct

29 December 2023 | By International Airport Review

The airport has invested significantly in commercial and industrial property on the estate, which is a prime example of its commitment to supporting the WA economy.

article

Climb every mountain

27 December 2023 | By Ronald Leitch

For International Airport Review's Issue 3, Ronald Leitch, Operations Director at Glasgow Airport, explained what was required to deliver one of the largest logistical head of state operations ever seen at a UK airport, the COP26 and restart after the pandemic.

news

Three biggest Chinese airlines to serve London Gatwick this winter

22 December 2023 | By International Airport Review

Passengers flying via London Gatwick can now benefit from services operated by the three largest airlines in China.

news

New furniture greets Terminal 1 passengers at Oakland International Airport

21 December 2023 | By International Airport Review

Oakland International Airport (OAK) is giving its facilities a refresh with newly installed gate furniture for Terminal 1 passengers just in time for the winter holiday travel season.

video

Tapping into niche markets across the globe, with Athens Airport

21 December 2023 | By Chunekshi Wimalasuriya, Ioanna Papadopoulou

At World Aviation Festival we spoke with Ioanna Papadopoulou, Director of Communications and Marketing at Athens Airport.

article

Top 10 airport passenger experience initiatives from 2023

20 December 2023 | By International Airport Review

Read about some of the top airport passenger experience initiatives of the year in this article compiled by International Airport Review.

Delvene Cockatoo-Collins at Brisbane Airport. CREDIT: Brisbane Airport.

news

New artwork welcomes visitors to Brisbane Airport

18 December 2023 | By

Travellers entering Brisbane Airport’s International Terminal will first encounter an artwork crafted by First Nations designer Delvene Cockatoo-Collins.

video

Going above and beyond for a passenger creates unforgettable moments with April Laukaitis

18 December 2023 | By April Laukaitis, International Airport Review

Watch this exclusive interview with Customer Service Agent, April Laukaitis, who tells her story of providing personalised customer service which really made someone's day.

news

Syracuse Hancock International Airport unveils new automated retail lounge

15 December 2023 | By International Airport Review

Syracuse Regional Airport Authority (SRAA) unveiled a new automated retail lounge at Syracuse Hancock International Airport (SYR).

video

Innovation orchestration at Los Angeles World Airports with Ian Law

15 December 2023 | By Holly Miles, Ian Law

Watch this exclusive interview with the Chief Digital Transformation Officer of LAWA.

article

Curb to Gate: Smart Airports Report 2023

13 December 2023 | By International Airport Review

Read this exclusive free report on the smart technology shaping the airports of tomorrow.

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Passenger Experience