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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.

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Putting the community at the heart of Edmonton International Airport

21 August 2023 | By Adrian Warchola, Chunekshi Wimalasuriya

We caught up with Air Service Development Director, Adrian Warchola, to better understand why community is so important to Edmonton International Airports.

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Issue 3 2023 International Airport Review

18 August 2023 | By International Airport Review

In this special edition of International Airport Review we feature articles from industry experts on a range of topics including: passenger experience, sustainability, personalisation, digital transformation, airport retail and more. Plus, the airports of the Americas come under the spotlight in our regional focus.

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Why is airports sharing data so important? Data is the new gold!

17 August 2023 | By Thomas Romig

Watch this exclusive interview with one of the speakers from our upcoming International Airport Summit 2023 taking place on 14-15 November in London.

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Reinstating passenger travel confidence at Isle of Man Airport

11 August 2023 | By Gary Cobb

In this video Gary Cobb, Airport Director for the Isle of Man Airport discussed how the airport is gradually getting back to pre-pandemic levels.

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Focus on passengers and become an ‘ENERport’ to grow your revenues

9 August 2023 | By Holly Miles, Luis Felipe de Oliveira

International Airport Review Editor Holly Miles caught up with Luis Felipe de Oliveira, Director General of ACI World at ACI's World Annual General Assembly 2023 in Barcelona.

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Fort McMurray International Airport launches volunteer programme

4 August 2023 | By International Airport Review

The Fort McMurray Airport Authority (FMAA) has launched its first ever YMM Volunteer Programme.

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‘It’s never a dull moment!’ Discussing airport operations with Schiphol Airport

4 August 2023 | By International Airport Review

Airline Partnerships Director Wilco Sweijen of Schiphol Airport Group talked about the operational challenges of 2022 and how Schiphol have since recovered.

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Virtual Queuing for Airports: The Complete Guide

3 August 2023 | By Copenhagen Optimization

If done right, Virtual Queuing will optimize your airport operations, increase non-aeronautical revenue, and provide a seamless passenger journey.

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New U.S. CBP Preclearance facility will bring Billy Bishop Airport over 20 new markets

3 August 2023 | By Holly Miles, Roelof-Jan (RJ) Steenstra

Watch this exclusive interview about the exciting new U.S. CBP facility coming to the downtown Toronto Airport.

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Putting Lodz, Poland on the travel map

2 August 2023 | By Anna Midera

At Routes Europe 2023, International Airport Review’s Editorial Assistant, Chunekshi Wimalasuriya was fortunate enough to catch up with its host, Anna Midera, the CEO of Lodz Airport. During the discussion, Anna talked about the airports’ post-pandemic and business recovery and why Lodz is a travel destination.

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Hamad International Airport relaunches premium valet parking services

2 August 2023 | By International Airport Review

The airport has announced the relaunch of its premium valet parking services, now offering greater value-added benefits.

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Munich Airport Centre (MAC) brings back high-rope course

1 August 2023 | By International Airport Review

Climbing enthusiasts can test personal limits at dizzying heights at Munich Airport Centre (MAC) as they bring back their high-rope course.

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A call to action: The critical role of airport leaders in the fight against human trafficking

31 July 2023 | By Michael E. Camal

Michael E. Camal, Senior Advisor at the U.S. Department of Homeland Security’s (DHS) Blue Campaign, wrote exclusively for International Airport Review in Issue 2 on the importance that airport staff have in detecting and combatting human trafficking.

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U.S. Department of Transportation requires airline lavatories to be more accessible

28 July 2023 | By International Airport Review

The U.S. Department of Transportation (DOT) have announced a new rule which requires airline lavatories to be more accessible.

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Telemedicine and Virtual Visits arrive at San Francisco International Airport (SFO)

27 July 2023 | By International Airport Review

San Francisco International Airport (SFO) have announced that Virtual Visits and Telemedicine will be available for passengers at the airport.

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Passenger Experience