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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.
news
Second 5-star Skytrax rating for Bahrain International Airport
The ranking, given for a second consecutive year, recognises the high standards of BIA’s facilities and services.
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In conversation with Askin Demir, Blaise Diagne Airport
Watch this exclusive interview with Askin Demir, CEO of Blaise Diagne International Airport at ACI Africa WAGA 2022.
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Conversations with a CEO: Justin Erbacci, LAX Airport
This exclusive interview was filmed in Las Vegas at the Future Travel Experience conference,
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In conversation with Mthoko Mncwabe, ACSA
Watch this exclusive interview with Mthoko Mncwabe, Chief Information Officer at Airports Company South Africa at ACI Africa WAGA 2022.
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BLR Airport receives Kannada Sahithya Sammelana honour
BLR Airport has been recognised for its efforts and initiatives to promote and preserve Kannada language, art and culture.
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Making use of AR and VR to attract the next generation: Voxpop with Syed Mehdi
Airports must use the innovative technology that they are employing to attract the next generation according to Mehdi.
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QAIA celebrates customer experience accreditation
Airport International Group is proud to announce the ACEA issued by ACI World, saying it acknowledges the group’s focus on continuous improvement in customer experience and services.
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In conversation with Anurag Shandilya, NIA at IAR Summit 2022
Watch this exclusive interview at the IAR Summit 2022, where we caught up with Anurag Shandilya, Head of Airport Operations at Noida Airport.
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In conversation with Thomas Romig, ACI at IAR Summit 2022
Watch this exclusive interview at the International Airport Review Summit 2022, where we caught up with Thomas Romig, Vice President, Safety, Security and Operation at Airports Council International World.
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Return to travel restrictions ‘scientifically unjustified’ says ACI Europe
As States need to remain vigilant to the status and control of the virus, the focus should rather be on increasing genomic sequencing to be able to identify possible new COVID-19 variants and related surveillance.
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Case Study: Introducing Virtual Queuing to the U.S. with Seattle-Tacoma International Airport
SEA uses their Virtual Queuing solution to nudge passengers to arrive at pre-defined time slots and at pre-selected check points. By targeting appointments on specific flights, where a changed behavior has the greatest impact, they have managed to reduce wait times and flattened peaks.
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Another permanent emergency? Biosecurity and airports after COVID-19
Kirk Goodlet, Director, Facilitation and Product Development at Winnipeg Airports Authority, reflects on how biosecurity measures have been impacted by the pandemic, and intriguingly, the extent to which they will influence airport systems in the future.
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Dealing with passenger emotions at AENA
Watch this exclusive interview with Roberto Martin Davara, Head of Facilitation and Passenger Experience Department, AENA.
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In conversation with Sarah Procter, Copenhagen Optimization at IAR Summit
Watch this exclusive interview at the International Airport Review Summit 2022, where we caught up with Sarah Procter, Chief Commercial Officer at Copenhagen Optimization.
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