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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.

video

Promoting connectivity to Senegal, Africa

29 September 2023 | By Askin Demir, Holly Miles

Watch this exclusive interview with the airport CEO, which took place at the ACI WAGA 2023 conference.

article

Creating a green passenger experience at the world’s busiest airports

27 September 2023 | By Enoch Opare Mintah

Enoch Opare Mintah, PhD candidate at Kingston University, London and Associate Lecturer of Governance at the University of Lincoln, UK, writes exclusively for International Airport Review on why providing a green passenger experience at airports is just as important as any other innovations.

news

Changi Pay digital wallet launches new feature to ease shopping and dining experience

26 September 2023 | By International Airport Review

Singapore residents can look forward to making payments with ease when visiting China as they will be able to use the Changi Pay digital wallet to scan and pay for purchases.

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Toronto Pearson international airport marks successful summer travel season with new campaign

19 September 2023 | By International Airport Review

In recognition of Toronto Pearson's successful summer travel season, Greater Toronto Airports Authority (GTAA) is launching: 'At Your Airport this Summer'.

article

Integrating sustainability into business strategy at Bologna Airport

18 September 2023 | By Giorgia Colella, Nazareno Ventola

For International Airport Review's Issue 2 2023, Nazareno Ventola, CEO & MD and Giorgia Colella, Programme Management and Transformation Office at Aeroporto Guglielmo Marconi di Bologna, provided a case study on the airport’s approach to operating a transition towards a sustainable future with the objective to promote collaboration and embed…

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Seychelles International Airport achieves Level 1 Accreditation

15 September 2023 | By International Airport Review

The accreditation reaffirms to Seychelles International Airport the efforts being done by Seychelles Civil Aviation Authority (SCAA) and its stakeholders to elevate customer experience.

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Strong success of ACI’s Customer Experience Global Summit

13 September 2023 | By International Airport Review

The ACI annual Customer Experience Global Summit successfully concluded in Incheon, Korea, with key highlights for the airport community.

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Heathrow Airport delivers a super summer getaway for millions

12 September 2023 | By International Airport Review

7.5 million passengers travelled through Heathrow in August 2023, as Heathrow Airport became the London airport of choice for passengers.

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ACI customer experience global summit in Incheon, South Korea welcomed 500 delegates

12 September 2023 | By International Airport Review

Airports Council International (ACI) World welcomed over 500 international delegates including government officials, airport and aviation executives to Incheon, Korea.

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Mumbai International Airport achieves Level 4 in the ACI World Airport Customer Experience

11 September 2023 | By International Airport Review

The airport has achieved Level 4 accreditation from Airports Council International (ACI).

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SITA finds customer experience an increasingly decisive factor for passengers

11 September 2023 | By International Airport Review

SITA’s 2023 Passenger IT Insights report finds customers looking to technology to optimise all aspects of the post-pandemic travel landscape.

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£30 million investment for London Luton Airport’s passenger experience

8 September 2023 | By International Airport Review

The airport has announced investment worth more than £30 million to enhance the passenger experience.

video

Getting back to post-pandemic numbers at Berlin Brandenburg Airport

6 September 2023 | By Chunekshi Wimalasuriya, Thomas Kohr

IAR caught up with Berlin Brandenburg's Airport Head of Aviation Marketing, Thomas Kohr, and asked him how their post-pandemic recovery was.

article

Promoting accessible air travel at Miami International Airport

1 September 2023 | By Ralph Cutié

Ralph Cutié, Director and Chief Executive Officer of the Miami-Dade Aviation Department, tells International Airport Review how the department is committed to making air travel accessible to all passengers.

article

CEO of Bologna works to ensure a good employee experience with good perks

29 August 2023 | By Nazareno Ventola

Nazareno Ventola, the CEO and Managing Director of Bologna Airport, spoke to International Airport Review about his airport’s recovery, passenger trends and the innovative benefits his employees receive in this exclusive CEO Series.

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Passenger Experience