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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

27 new stores now open at Kansai Airports

11 December 2023 | By International Airport Review

Kansai Airports has announced 27 stores are selected for the international departure area of Kansai International Airport Terminal 1.

article

Report: Getting on the runway to growth

8 December 2023 | By AeroCloud Systems

Around the world, airports are still adapting to the post-covid reality. For some, this means responding to the boom in air travel. At the same time, others are still recovering from those difficult years.

video

Creating a seamless experience for passengers and staff at Pittsburgh International Airport

6 December 2023 | By Christina Cassotis | CEO | Pittsburgh Airport, Holly Miles

Christina Cassotis, CEO of Allegheny County Airport Authority talks exclusively to International Airport Review about the airport's achievements.

news

Sydney Airport modernises operations with Veovo’s advanced technology platform

5 December 2023 | By Veovo

The new airport operational database (AODB) and flight information display solutions streamline operations, so flights and passengers can go smoothly.

news

Nashville International Airport introduces free short-term parking in terminal garages

30 November 2023 | By International Airport Review

The airport announced plans to implement complementary/reduced-rate short term parking to reduce congestion.

news

Hamad International Airport marks anniversary since opening of ‘ORCHARD’

29 November 2023 | By International Airport Review

Designed to go above and beyond ‘stress-free’ travelling, the latest installation of the airport’s infrastructure was set to create a space to relax, rejuvenate and recharge.

video

The importance of empowering your employees with communication, data and autonomy

29 November 2023 | By Holly Miles, International Airport Review, Rupen Philloura

Watch this exclusive interview which took place at Future Travel Experience 2023 in Long Beach, California.

news

Bandaranaike International Airport and Jaffna International Airport become South Asia’s first smart reading airports

28 November 2023 | By International Airport Review

Bandaranaike International Airport and Jaffna International Airport join with Magzter to become Smart Reading Airports in South Asia.

news

Brisbane Airport begins lost property auction

27 November 2023 | By International Airport Review

Brisbane Airport’s Lost Property Auction is back with a record number of items, allowing the public to grab a bargain just before Christmas.

article

A new experience in acquiring travel currency

27 November 2023 | By Fraser Brown

Fraser Brown, the Retail Director at London Heathrow Airport, details the new digital Travelex KIOSK under trial at Heathrow’s Terminal 2.

news

Western Sydney International Airport supports Aviation Careers for Women Forum

24 November 2023 | By

The event aimed to create awareness of the variety of airport and aviation career choices available and addressing the perceived gender and culture barriers of the aviation industry.

news

Airport Honour Award 2023 winners revealed!

20 November 2023 | By International Airport Review

Read to find out who won in the areas of experience, innovation, accessibility, EDI and sustainability. Plus the coveted Airport Leader of the Future award!

news

Airports Innovate kicks off in Muscat, Oman

20 November 2023 | By International Airport Review

This brand-new event will capture the latest innovations that are transforming the global airport industry.

article

J.D. Power ranks MIA best mega airport in Florida

16 November 2023 | By Miami International Airport

The global gateway places fourth overall in North America for traveller satisfaction.

article

Changes to airports’ passenger experience – now and in the future

16 November 2023 | By Michael Eggenschwiler | CEO | Hamburg Airport

In this exclusive article, written by Hamburg Airport’s CEO, Michael Eggenschwiler, Michael writes about the changes to airports’ passenger experience, from both a past and future standpoint.

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Passenger Experience