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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.

podcast

Enhancing airport experience through airline partnerships, silent airport and an empowered workforce: Athanasios Titonis

14 October 2024 | By Athanasios Titonis, Holly Miles

Tune in for a comprehensive look at the innovations and strategies driving the airport's success.

news

ACOG publishes report on UK airspace modernisation

11 October 2024 | By International Airport Review

A new report from the Airspace Change Organising Group highlights the critical need to modernise UK airspace to drive economic growth, reduce flight delays, as well as improve sustainability and passenger experience.

webinar

Leveraging LiDAR, Wi-Fi, cameras, and sensors to create efficient and reliable passenger flow monitoring

11 October 2024 | By Smart Flows, Côte d'Azur Airports, ACI World

This virtual panel will explore the transformative role of smart technologies—including Lidar, Wi-Fi, cameras, and sensors—in revolutionising how airports monitor and manage passenger movement.

news

Lufthansa Innovation Hub and ADR Innovation Hub to accelerate innovation in aviation

11 October 2024 | By International Airport Review

Lufthansa Innovation Hub and ADR Innovation Hub have signed an MoU to collaborate on developing and implementing new technologies and solutions within the aviation sector.

video

Marco Troncone on revolutionising airport services: From city check-in, to “phygital” shopping and online travel agents

11 October 2024 | By Holly Miles, Marco Troncone

Don't miss this deep dive into the future of airport services and sustainable travel with Marco Troncone at the helm.

news

Denver Airport celebrates completion of new Concourse A-East expansion

10 October 2024 | By International Airport Review

Denver International Airport has opened a $220 million expansion of Concourse A, adding 14 new and remodeled gates along with customer amenities, completed on time and within budget.

news

Brisbane Airport launches annual Lost Property Auction

9 October 2024 | By International Airport Review

The 2024 Brisbane Airport Lost Property Auction is now open, offering 486 unclaimed items for bidding, with proceeds benefiting young Queenslanders through the Courier-Mail Children’s Fund.

news

Second wave of esteemed speakers for International Airport Summit 2024 announced!

9 October 2024 | By International Airport Review

Take a look at the list below to see who will be featuring on the International Airport Summit agenda this year and make sure you grab your ticket!

news

Changi Airport elevates customer experience with revamped loyalty programme

8 October 2024 | By International Airport Review

Changi Airport has revamped its Changi Rewards loyalty programme, introducing new perks like enhanced parking, birthday vouchers and an exclusive tier for top spenders, aimed at enriching the customer experience.

news

WestJet expands Winnipeg operations, adds routes and increases capacity

8 October 2024 | By International Airport Review

WestJet announced a 21% growth in Winnipeg for 2024, expanding to 22 destinations and boosting domestic and international connectivity by 35%.

news

Toronto Pearson International Airport hosted an immersive airport tour for passengers with autism or neurodivergent needs

7 October 2024 | By

Toronto Pearson International Airport (YYZ) in partnership with Autism Ontario and Air Transat, hosted its second annual ‘Ready, Set, Fly…with YYZ,’ for those with autism or neurodivergent needs.

article

Top 10 passenger experience initiatives at Istanbul Airport

7 October 2024 | By Emily Budgen

Those who have visited Istanbul Airport know that it is the height of airport infrastructure planning and development, having been awarded five stars by Skytrax . International Airport Review’s Emily Budgen delves into the 10 reasons why this airport offers a 5-star experience for passengers.

article

Developing a local F&B and retail programme for San Francisco Airport

4 October 2024 | By Cheryl Nashir

Cheryl Nashir, Director of Revenue Development at San Francisco International Airport speaks exclusively to International Airport Review about how they are seeking to create a world-class commercial and food offering for their passengers.

video

Sarajevo International Airport’s Vedrana Vikic Music on premium passenger experiences

3 October 2024 | By Chunekshi Wimalasuriya, Vedrana Vikic Music

International Airport Review's Editorial Assistant Chunekshi Wimalasuriya attended this year's Routes Europe, held in Aarhus, Denmark. Here, she spoke to Airport Services Manager at Sarajevo International Airport, Vedrana Vikic Music, discussing the offerings of premium passenger experience and operational teamwork.

news

IAR Spotlight on International Airport Summit 2024 Speakers

2 October 2024 | By International Airport Review

We take a closer look at some of the speakers confirmed for the International Airport Summit and what they will be speaking about during their panels.

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Passenger Experience