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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

Brisbane’s visitor spending hits record high as passenger numbers soar at the airport

26 March 2025 | By Gabriel Higgins

Brisbane sees a record $11.3 billion in visitor spending, driven by record-breaking passenger numbers and a booming tourism sector.

video

Future energy needs, AI-powered sign-language and robotics at CVG Airport

26 March 2025 | By Brian Cobb, Holly Miles

Watch this exclusive interview with the Chief Innovation Officer of CVG Airport.

video

A third runway, autonomous technology and smart security: A new era for Hong Kong Airport

24 March 2025 | By Holly Miles, Vivian Cheung

Tune into this exclusive interview to find out more about Hong Kong's three-runway system, their use of autonomous vehicles and smart security screening system.

news

London Heathrow Airport fire sees more than 1,000 flights affected as airport closes

21 March 2025 | By Holly Miles

Heathrow has closed due to a fire at an electrical substation prompting questions over its reliance on a single power source.

news

Frankfurt becomes world’s first airport to regularly use walk-through security scanners for passengers

21 March 2025 | By Holly Miles

German Federal Police approves the QPS Walk2000 360° walk-though security scanner for faster passenger screening – Scanning supported by AI-based detection software.

news

Be My Eyes partners with Aeroporti di Roma to enhance accessibility for blind and low-vision passengers

20 March 2025 | By Gabriel Higgins

Be My Eyes collaborates with Aeroporti di Roma to provide accessible travel solutions for blind and low-vision passengers at Fiumicino Airport using AI and live assistance.

news

VINCI Airports celebrates Kansai International Airport’s 30th anniversary, marking growth and sustainability achievements ahead of Expo 2025

19 March 2025 | By Gabriel Higgins

VINCI Airports celebrates KIX’s 30th anniversary, highlighting key improvements in passenger experience, operational efficiency, and sustainability in preparation for Expo 2025.

news

JFK Terminal 5 to undergo major redevelopment with new concessions, design and cultural experiences by 2026

19 March 2025 | By Gabriel Higgins

JFK’s Terminal 5 is set for a major revamp, featuring new concessions, cultural experiences, and a park-inspired design, all by the end of 2026.

video

Opening this year: Noida International Airport – a game-changer for Indian aviation

19 March 2025 | By Christoph Schnellmann, Holly Miles

Watch the interview with the CEO of this highly anticipated new airport opening in India.

news

Mumbai Airport proposes new user development fees for passengers

18 March 2025 | By Gabriel Higgins

Mumbai International Airport Limited plans UDF increases to fund airport upgrades, while reducing airline charges to keep airfares competitive and improve passenger services.

news

2024 ASQ Airport Experience Awards recognise global excellence in passenger service across top airports

11 March 2025 | By Gabriel Higgins

The 2024 ASQ Awards celebrate the world's best airports for passenger experience, with nearly 700,000 surveys shaping global standards.

article

Creating a “Google Maps for airports” – Travor’s approach

11 March 2025 | By Aviation Solutions

Imagine walking into a massive airport and knowing exactly where to go and how long it will take to get there—no stress, no confusion. With advanced indoor mapping, real-time data, and precise positioning, navigating terminals will feel effortless. Tijn Borms, Product Director of the Travor passenger experience platform at Aviation…

news

Major disruptions expected at Munich and Berlin Airports as strike action hits flight operations

10 March 2025 | By Gabriel Higgins

Strike action at Munich and Berlin Airports on March 10 will cause widespread flight cancellations and delays, with travellers advised to check for updates.

article

Airport Leader’s Forum Report 2025

10 March 2025 | By International Airport Review

Sign in to read this free report and gain an insight into the challenges faced by International Airport Review's Advisory Board members.

news

Clarins and Air France launch exclusive spa at LAX offering complimentary skincare treatments for premium passengers

7 March 2025 | By Gabriel Higgins

Clarins and Air France open a spa at LAX, providing premium passengers with complimentary skincare treatments and a luxurious pre-flight experience.

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Passenger Experience