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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Inside Riyadh’s mega-airport project: King Salman International Airport

7 March 2025 | By Holly Miles, Mammen Tharakan

Get an exclusive behind-the-scenes look at the King Salman International Airport (KSIA) and its pivotal role in Saudi Arabia's Vision 2030.

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Over 10,300 people use Philadelphia International Airport’s Wingmate Guest Pass since launch

5 March 2025 | By Gabriel Higgins

More than 10,300 people have enjoyed Philadelphia International Airport’s Wingmate Guest Pass, allowing non-ticketed guests to access amenities and spend time with loved ones.

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Bahrain Airport’s game-changing strategies for 2030 and beyond

28 February 2025 | By Holly Miles, Mohamed Albinfalah

Watch this exclusive interview to discover Bahrain Airport's bold vision.

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Pittsburgh International Airport launches ‘We Got You’ initiative to enhance passenger support and experience

26 February 2025 | By Gabriel Higgins

The ‘We Got You’ initiative aims to improve passenger experience with real-time assistance, support, and seamless guidance during unexpected events at Pittsburgh International Airport.

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New York’s iconic food brands debut at JFK’s Terminal 4, enhancing passenger experience

24 February 2025 | By Gabriel Higgins

A curated mix of local and national dining brands aims to offer passengers a unique New York experience at the newly expanded Terminal 4.

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Polish aviation sees record growth in 2024 with dynamic investments and future development plans

21 February 2025 | By Gabriel Higgins

Poland’s aviation sector shows impressive growth in 2024, with record passenger numbers and strategic investments aimed at long-term infrastructure and environmental goals.

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Canada honours air crash victims and their families on International Day of Commemoration

21 February 2025 | By Gabriel Higgins

Canada joins ICAO and the global community to remember air disaster victims, reflect on their loss, and reaffirm commitment to aviation safety and support for families.

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The secret to airport efficiency REVEALED! Berlin Airport’s tech transformation

19 February 2025 | By Holly Miles, Thomas Hoff Andersson

Watch this exclusive interview which took place at the International Airport Summit 2024 with the Managing Director and Chief Operations Officer of Berlin Brandenburg Airport, Thomas Hoff Andersson.

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New “SAS Lounge by Mastercard” opens at Stockholm Arlanda Airport, offering premium services and comfort

18 February 2025 | By Gabriel Higgins

The new “SAS Lounge by Mastercard” at Stockholm Arlanda Airport provides travellers with exclusive amenities, offering a modern, first-class lounge experience at Gate F26.

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New mural project at Billy Bishop Toronto City Airport celebrates waterfront and Indigenous heritage

17 February 2025 | By Gabriel Higgins

A mural at Billy Bishop Toronto City Airport will highlight the waterfront's vibrancy, community, and Indigenous land connections, with a public stencil-making workshop.

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Solo travel booms as United shares tips, destinations, and app features for adventurers

14 February 2025 | By

United Airlines highlights solo travel growth with tailored tips, destinations, and app features for confident adventurers planning trips for National Solo Vacation Day.

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Athens Airport’s Director of Marketing talks about her department’s role in developing the airport

12 February 2025 | By Gabriel Higgins

International Airport Review's Editorial Assistant, Gabriel Higgins, spoke to Ioanna Papadopoulou to discuss Athens Airport's marketing and how it helps with brand development, the use AI, route expansion, and sustainability efforts.

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Heathrow unveils The Windsor, a rebranded VIP terminal offering luxury, privacy, and world-class service

10 February 2025 | By Gabriel Higgins

London Heathrow has launched The Windsor, a £3 million VIP terminal rebrand, featuring luxury lounges, fine dining, curated art, and a seamless chauffeur service for high-profile travellers.

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Salzburg Airport’s CEO talks about economic recovery and the development of the new terminal

10 February 2025 | By Gabriel Higgins

International Airport Review's Editorial Assistant, Gabriel Higgins, spoke to Bettina Ganghofer, CEO of Salzburg Airport about its new terminal, network expansion, sustainability, and enhancing passenger experience post-Covid.

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Apple’s Share Item Location helps airlines track lost luggage securely and improve baggage recovery efficiency

7 February 2025 | By Gabriel Higgins

Apple’s new Share Item Location feature allows travellers to securely share AirTag locations with airlines, helping staff locate and return lost luggage more efficiently.