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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

Oman Airports launches Innovation Lab with Aerohack hackathon

24 October 2023 | By International Airport Review

The airport company has launched its innovation hub with some exciting ideas generated via a hackathon.

news

Día de los Muertos returns to San Francisco International Airport

20 October 2023 | By International Airport Review

SFO will bring the renowned holiday to the airport, with live music, dance and cultural performances from San Francisco-based Latino and LatinX artists.

news

The development of “LAD” Linate Airport District

20 October 2023 | By International Airport Review

A new green and blue district by the Idroscalo open to passengers and all Milan residents.

article

Why Peru, Lima is South America’s new airport city

20 October 2023 | By Milagros Montes Morote

For International Airport Review, Milagros Montes Morote, Manager of Public Affairs and Regulatory Compliance at Lima Airport Partners (LAP), writes about Lima’s new airport city, the preparations being made to create the city, and its future goals.

article

Talking passenger’s retail behaviour at London Heathrow Airport

19 October 2023 | By Chunekshi Wimalasuriya, Fraser Brown

For Issue 3 2023, International Airport Review’s Editorial Assistant, Chunekshi Wimalasuriya, caught up with London Heathrow’s Retail Director Fraser Brown. Brown answered questions about some of the interesting behaviour trends of travellers when purchasing retail.

news

SFO pop-up concession makes access to small businesses easier

19 October 2023 | By International Airport Review

10 years on, SFO’s pop-up concession concept continues to achieve its goal. The programme was created to make the airport more accessible to small business owners.

news

Heathrow’s new CEO plans stronger hub for UK

19 October 2023 | By International Airport Review

Thomas Woldbye's arrival marks a new chapter for Heathrow that will push innovation in passenger service, sustainability and growth at the airport over the next decade.

video

Investing in passenger experience at Budapest Airport

18 October 2023 | By Kam Jandu

Watch this exclusive to hear how Budapest Airport has invested a quarter of a billion Euros into its facilities.

article

Airport industry intelligence report 2023

16 October 2023 | By International Airport Review

This Airport Intelligence Report seeks to provide a comprehensive overview of the current state of affairs within the aviation industry, with a particular focus on sustainability, accessibility, airport experience, airspace modernisation, and technological advancements.

article

Creating magical travel experiences for all, at MIA

16 October 2023 | By Ralph Cutié

For International Airport Review, Issue 2 2023, Ralph Cutié, Director and Chief Executive Officer of the Miami-Dade Aviation Department, outlined Miami Airport’s rehearsal tours for children with special needs.

article

Airports Reimagined Whitepaper

12 October 2023 | By International Airport Review

Read this exclusive whitepaper which will showcase the key themes which will be explored during day 2 of the International Airport Summit on November 14-15.

news

New Marketplace at Stockholm Arlanda Airport and security check-point officially inaugurated

12 October 2023 | By International Airport Review

Stockholm Arlanda Airport's new 11,000 square-metre Marketplace and the airport's new security check-point were inaugurated.

news

Orlando International Airport unveils plane spotting photos in art exhibition

11 October 2023 | By International Airport Review

Orlando International Airport has honoured its active art programmes with new plane spotting photos.

article

Navigating the skies of innovation and diversity inclusion

11 October 2023 | By Waheedah Lawal Suleiman

Waheedah Lawal Suleiman, the Economic Manager for Airports Council International (ACI) Africa and Liaison Officer for the Federal Airports Authority for Nigeria (FAAN), wrote exclusively for International Airport Review. She details the many ways airports can further innovation and why diversity inclusion is so important for airports’ future.

video

“The Japa Syndrome” driving a younger, global-minded traveller in Nigeria: Ekelem Airhihen interview

10 October 2023 | By Ekelem Airhihen, Holly Miles

Watch this exclusive interview with the Assistant General Manager for Planning at Federal Airports Authority of Nigeria.

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Passenger Experience