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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.

article

Leaders’ Series Feature Interview: Deborah Flint

29 November 2024 | By

Deborah Flint, CEO of Greater Toronto Airport Authority (GTAA) speaks about leading Canada’s largest airport into a new era of investment and growth.

news

Heathrow announces festive events and activities ahead of Christmas

28 November 2024 | By International Airport Review

Heathrow Airport is bringing festive cheer to travellers this December with seasonal decorations, interactive activities and special services across all terminals.

news

Travel trend report finds travellers are seeking nostalgia and real-life connections in 2025

27 November 2024 | By Holly Miles

A new report has revealed five key travel trends expected to dominate in 2025, with holidaymakers seeking comfort in nostalgia while prioritising real-life connections over digital interactions.

news

Global aviation leaders gather in Rome to explore innovation, sustainability, and the future of airports

27 November 2024 | By

Aviation leaders, innovators, and experts meet in Rome for Airports Innovate, focusing on cutting-edge technologies, sustainability, and reimagining the future of air travel.

news

ACI World’s 2024 survey reveals growing demand for wellbeing, premium services, and sustainable travel

27 November 2024 | By Gabriel Higgins

ACI World’s 2024 Global Traveller Survey highlights evolving passenger priorities, with a strong focus on wellbeing, seamless journeys, premium services, and sustainability driving new airport standards.

podcast

Promoting independent and accessible travel at London Gatwick Airport

27 November 2024 | By Anna-Ruth Cockerham, Holly Miles

Listen to this exclusive podcast with one of the Shaw Trust's UK's 100 Most Influential Disabled People and Accessibility Manager at London Gatwick Airport.

article

Behind the success: DFW’s secrets to excellence and future innovations

27 November 2024 | By

Sharon McCloskey, Vice President of Customer Experience, Dallas Fort Worth International Airport answers some questions on the airport's customer experience success.

article

Here’s what you missed at the International Airport Summit 2024

27 November 2024 | By International Airport Review

The International Airport Summit took place on 13-14 November in Amsterdam. In this article we highlight the takeaways from four key sessions across the two days.

news

Eindhoven Airport neighbour day offers residents a behind-the-scenes look at airport operations

26 November 2024 | By Gabriel Higgins

Eindhoven Airport’s Neighbour Day welcomed over 1,000 residents, offering behind-the-scenes access to airport operations, interactive demonstrations, and family-friendly activities, showcasing the work of airport staff and partners.

news

Passengers enjoy festive cheer at Denver Airport’s Santa’s Layover Lounge with food, drinks, and surprises

22 November 2024 | By Gabriel Higgins

Denver International Airport delights passengers with Santa’s Layover Lounge, a festive pop-up featuring holiday-themed food, drinks, surprise appearances, and a partnership with Make-A-Wish to spread holiday joy.

news

Winners of the Airport Honour Awards 2024 announced!

22 November 2024 | By International Airport Review

Take a look to see who won the coveted Airport Honour Awards 2024, hosted by International Airport Review at the recent International Airport Summit in Amsterdam.

article

Gen Z travellers have come of age, and airports are here for it

20 November 2024 | By Karen Mazurkewich

For Issue 3 2024, Karen Mazurkewich, Vice-President of Stakeholder Relations and Communications at Toronto Pearson International Airport (YYZ) described the shifts in global air travel that are taking place, driven by the rise of the tech-savvy, experience-seeking Gen Z.

news

Frankfurt Airport introduces Short Connection Pass to speed up transfers and reduce passenger stress

19 November 2024 | By Gabriel Higgins

Frankfurt Airport has launched a Short Connection Pass to help passengers with tight transfers navigate security faster, reducing stress. The initiative, part of a pilot project, enhances the transfer experience.

article

The Airport Industry Intelligence eReport 2024

18 November 2024 | By International Airport Review

Download this free eReport highlighting the greatest challenges to the airport sector.

article

Making the travel experience more inclusive: understanding passengers with disabilities and how airports can help

18 November 2024 | By Waheedah Lawal Suleiman

Waheedah Lawal Suleiman writes about how airports have the potential to make travel easier and more enjoyable for people with disabilities. By prioritising accessibility, communication, and tailored support, airports can create truly inclusive travel experiences.

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Passenger Experience