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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Saudi airports kick off world’s largest passenger flow tech rollout

7 January 2025 | By Siobhan Boyle - Veovo

Veovo, DTP and SAMI Advanced Electronics are providing passenger flow analytics with LiDAR to all Saudi Arabian airports to improve traveller journeys.

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The journey to the summit of airport experience

7 January 2025 | By Ramón Miró

Ahead of the International Airport Summit 2024 where he will be speaking, Ramón Miró, President & CEO, Quiport, shares how passenger experience, sustainability and technology are driving operational excellence at Quito Airport.

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Detroit Metro Airport to install smart parking management system to streamline parking for millions

6 January 2025 | By Holly Miles

The new smart parking management system will cut the time needed to find an available spot by up to 63%.

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At the airport, travellers crave transparency. Let’s give it to them

6 January 2025 | By Karen Mazurkewich

Karen Mazurkewich, Vice-President of Stakeholder Relations and Communications, Toronto Pearson International Airport explains how the airport is working to give passengers more transparency when it comes to flight disruption.

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Heathrow announces £2.3 billion accelerated investment plan to upgrade the airport

2 January 2025 | By Holly Miles

Heathrow's planned investments total £1.05 billion in the airport’s infrastructure in 2025, and an additional £1.29 billion to be invested in 2026 . 

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Enhancing the F&B and retail offering at Helsinki Airport

31 December 2024 | By

Nora Immonen, Vice President and Director of Commercial Services Business at Finavia answers some questions on Finavia’s strategy around F&B and retail, as well as challenges and opportunities for the year ahead.

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WestJet makes parents’ holiday dreams come true

24 December 2024 | By Holly Miles

Canada's friendliest airline asked children what they thought grown-ups wanted for Christmas, surprising more than 100 guests with gifts upon arrival.

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Glasgow Airport launches new AI-powered digital assistant

23 December 2024 | By Holly Miles

Glasgow Airport has launched an AI-powered digital assistant, enhancing passenger experience with real-time info and navigation. After a successful trial, it’s now fully operational, improving accessibility and reducing staff queries.

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How multiple airports shaped a tool to improve passenger experience

19 December 2024 | By Aviation Solutions

Developed with airports like Frankfurt, Hamad, Athens, and Schiphol, Travor is the multi-use-case passenger experience platform for airports.

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Navigating the turbulent skies: Insights from the Airport Executive Forum at the International Airport Summit 2024

17 December 2024 | By International Airport Review

The Airport Executive Forum keynote panel at the International Airport Summit 2024 provided a captivating glimpse into the multi-faceted world of airport leadership, examining the pressing challenges, emerging opportunities, and strategic imperatives shaping the aviation industry.

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Salvador Bahia Airport Wins Three Jatobá PR Awards for Blue Trip Initiative Supporting Autism Inclusion

17 December 2024 | By Gabriel Higgins

Salvador Bahia Airport's Blue Trip initiative wins three Jatobá PR Awards, promoting inclusion for children with autism, enhancing travel experiences and social autonomy.

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Christmas flights from Leeds-Bradford airport no longer under threat as Swissport workers threatened to strike over de-icing pay

16 December 2024 | By

Ryanair flights from Yorkshire were threatened to be hit after employer refused cold weather payments.

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Viasat’s 2024 survey reveals passengers’ demand for connected, personalised, and innovative air travel experiences

13 December 2024 | By

Viasat's 2024 survey reveals passenger preferences for connected, personalised travel experiences, highlighting demand for AI, Wi-Fi, and futuristic in-flight innovations.

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Billy Bishop airport raises $26,582 for Daily Bread Food Bank to support Toronto families

9 December 2024 | By Gabriel Higgins

Billy Bishop Airport’s donation drive raised $26,582 for Daily Bread Food Bank, providing vital food supplies for Toronto families.

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London Heathrow Airport begins the festive period with a choir for passengers to enjoy

6 December 2024 | By

London Heathrow Airport welcomes passengers with live choir performances, festive songs, multilingual greetings, and extra support during its busiest Christmas season, expecting seven million travellers.