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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.

video

AI security, sustainability, and enhanced CX at Hermes Airports with Eleni Kaloyirou, CEO

2 October 2024 | By Eleni Kaloyirou, Holly Miles

Watch this exclusive interview with the Hermes Airports CEO now!

news

Government officials of Canada and the U.S. reaffirm plans to bring preclearance to Billy Bishop Toronto City Airport

1 October 2024 | By Gabriel Higgins

Officials from Billy Bishop Toronto City Airport, the Government of Canada, and the U.S. gathered to reaffirm the commitment to bring preclearance to the airport, which will boost passenger experience and both economies.

article

Inclusive airports: Promoting awareness and positive disability perceptions

1 October 2024 | By Chris Jay

Following revelations about the treatment of air travellers with disabilities, Chris Jay, Managing Director and Founder of Bascule Disability Training, explores steps airports can take to foster a positive perception of disability.

video

Luis Felipe de Oliveira on Middle Eastern growth, future trends, and his ACI World legacy

30 September 2024 | By Holly Miles, Luis Felipe de Oliveira

Watch this exclusive interview which took place at the ACI WAGA 2024 in Riyadh, Saudi Arabia.

news

Air travel soars in 2023 as industry embraces digital and sustainable future

30 September 2024 | By International Airport Review

Air travel surged in 2023, with a global survey revealing passengers’ growing embrace of digital innovations and sustainability, signalling a transformed future for the industry.

podcast

Enhancing airport operations and leadership through innovation, workforce engagement, and sustainability

30 September 2024 | By Candace McGraw, Holly Miles

Tune in for a deep dive into the innovations, leadership strategies, and visionary goals that make CVG a standout airport and a model for others to follow.

news

ACI World launches new guide to enhance accessible travel

27 September 2024 | By International Airport Review

ACI World has launched a new guide at the ASQ Forum, aimed at providing updated best practices and resources to enhance accessibility for passengers with disabilities in airport environments.

news

New survey reveals key inconveniences faced by U.S. travellers at airports

25 September 2024 | By International Airport Review

A survey shows that long security lines (61%) and flight delays (57%) are the top inconveniences for U.S. travellers, with 76% willing to pay for expedited document review.

news

C-suite speakers confirmed for International Airport Summit 2024

25 September 2024 | By International Airport Review

We have an impressive roster of C-level airport speakers at the International Airport Summit 2024, take a look to find out who you could be rubbing shoulders with.

news

New Uber pick-up zone opens at Sydney Airport’s T1 International terminal

24 September 2024 | By International Airport Review

From today, 24 September 2024, Sydney Airport's T1 International terminal has a dedicated Uber pick-up zone with PIN technology, improving passenger experience and easing congestion.

news

ACI World predicts 10% passenger traffic growth in 2024

24 September 2024 | By International Airport Review

ACI World predicts global passenger traffic will grow by 10% in 2024, reaching 9.5 billion travellers, according to its newly released Annual World Airport Traffic Report.

article

Bridging the gap: The future of intermodality between airports and rail

24 September 2024 | By Helena Hill, Matt Mullen

For International Airport Review, Helena Hill and Matt Mullen explore how integrating aviation, rail and other modes can create seamless travel experiences. Discover the challenges, opportunities and the transformative potential of a unified, customer-centric approach for the UK's transport system.

news

Oryx Airport Hotel at Hamad International Airport wins multiple hospitality awards

23 September 2024 | By International Airport Review

The Oryx Airport Hotel at Hamad International Airport has been named “Most Hygienic Hotel in Qatar” at the 2024 Haute Grandeur Hotel Awards, alongside other global and regional honours.

podcast

Attracting a new demographic to Flamingo Airport

23 September 2024 | By Chunekshi Wimalasuriya

Tune in to discover how Flamingo Airport is navigating the skies of progress.

news

Salvador Bahia Airport offers passengers a virtual tour of its Sustainability Complex

20 September 2024 | By Gabriel Higgins

Salvador Bahia Airport offered passengers a virtual tour of its Sustainability Complex, which has reduced its carbon emissions by 89% and water use by 40%, since 2018.

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Passenger Experience