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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.

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Create a culture of caring at your airport: Johanne Gallant, Fredericton International Airport

22 December 2022 | By Johanne Gallant

Watch this exclusive voxpop which was filmed at the ACI World Customer Experience Global Summit in Krakow, Poland.

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Case Study: Flight Schedule Management & Seasonal Planning at Calgary Airport

22 December 2022 | By Copenhagen Optimization

The solution delivered by software companies Copenhagen Optimization and Azinq automatically translates airline slot request messages into a flight schedule and then evaluates resource availability using proven optimization methods

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2022 and 2023 in air travel with Luis Felipe de Oliveira, ACI World

22 December 2022 | By Luis Felipe de Oliveira

Watch this exclusive interview with ACI World's Director General on the year that has passed in aviation and what is to come.

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YYZ first in North America to receive ACI Accessibility Accreditation

22 December 2022 | By International Airport Review

Toronto Pearson International Airport has become the first airport in North America and second in the world to receive the Airports Council International Accessibility Enhancement Accreditation.

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Conversation with a CEO: Candace McGraw, CVG Airport

21 December 2022 | By Candace McGraw

Watch this exclusive interview which took place at the ACI WAGA 2022 in Marrakech.

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Passenger Flow Monitoring solution adoption

21 December 2022 | By Marie Faucon

For this Smart Flows feature partnership we hear from two airports who are using the Passenger Flow Monitoring solution and the benefits they are seeing.

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CAG develops automated outdoor baggage handling system

21 December 2022 | By Sarah Wills (International Airport Review)

To support air traffic recovery and meet long-term staffing needs, CAG is investing in robotics technology to automate labour-intensive roles in the outdoor apron environment.

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SYD welcomes Australia’s first ‘department store’ for terminals

21 December 2022 | By International Airport Review

Sydney Airport has announced an Australian first, with the unveiling of a department store concept for the airport’s domestic terminals.

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Prague Airport re-appointed ACI Airport Health Accreditation

21 December 2022 | By International Airport Review

Prague Airport has been re-awarded the ACI Airport Health Accreditation, for its continuous efforts to provide a safe experience for all passengers.

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“This is innovation” with Abhi Chacko

21 December 2022 | By Abhi Chacko

At the World Aviation Festival 2022 in Amsterdam, International Airport Review Editor, Holly Miles, caught up with Abhi Chacko, Head of Innovation & Commercial IT Services at London Gatwick Airport for this exclusive interview.

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Phoenix International debuts final stage of the PHX sky train

20 December 2022 | By International Airport Review

Customers can now easily connect between the terminals and Rental Car Centre

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Autonomous vehicle service comes to Phoenix Sky Harbor

20 December 2022 | By International Airport Review

Phoenix Sky Harbor has become the first airport in the world to offer travellers a new autonomous transport service to and from the airport.

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YWG welcomes installation of autonomous mobility service

20 December 2022 | By International Airport Review

Winnipeg Richardson International Airport has welcomed the first permanent installation in North America of its autonomous mobility service.

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Airports must embrace data: Arturo Garcia-Alonso voxpop

20 December 2022 | By Arturo García-Alonso

Airports must use the data at their disposal according to the COO.

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Inside Changi Airport’s innovative iChangi Baggage Tracker

19 December 2022 | By International Airport Review

The new service which is available via the iChangi app is the first of its kind to be launched by an airport in Southeast Asia.

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Passenger Experience