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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In conversation with Steve Mayers, Hartsfield Jackson Airport

21 November 2022 | By Steve Mayers

Watch this exclusive interview with Steve Mayers, Airport Director at Hartsfield Jackson International Airport at ACI Customer Experience 2022.

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Munich Airport’s CEO discusses the Gateway to the Alpines

18 November 2022 | By Jost Lammers

For International Airport Review's revived CEO Series, Editorial Assistant, Lily Mae Pacey spoke with Jost Lammers, Chief Executive Officer at Munich Airport, who outlined the summer recovery, digital transformation, and how the airport ensures to accommodate each individual passengers’ needs.

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International Airport Review travel trend report

18 November 2022 | By Anurag Shandilya, Emanuel Fleuti (Zurich Airport), Kirk Goodlet, Lars Mosdorf, Mats Berglind, Michael Christenssen, Mohamed Albinfalah, Nathalie Herbelles, Roberto Castiglioni, Roelof-Jan (RJ) Steenstra, Satyaki Raghunath

At Passenger Terminal Expo 2022 in Paris, we asked the airport experts one question: What is your number one trend to watch this year?

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A growing number of Christmas tourists arrive in Lapland

18 November 2022 | By International Airport Review

The Christmas season is set to begin at Finavia’s airports, with the first charter flights from Europe landing at Ivalo Airport and Kittilä Airport from 25 November 2022.

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HONEYWELL NAVITAS™ GATE AND TURNAROUND SOLUTIONS

17 November 2022 | By Honeywell

With constant changes in the aviation industry, airports are facing new challenges.

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10 ways to improve your airport’s seasonal marketing emails

17 November 2022 | By Rezcomm

Unlock more revenue from your airport’s seasonal marketing emails with our expert tips for improving your campaigns.

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Veovo and OneAlpha partner to optimise airport slots, capacity, and resources

16 November 2022 | By Veovo

This partnership will help airports to save time working through the complexity of matching airline slot requests with airport capacity and getting the most out of their assets

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In conversation with Sharon McCloskey, DFW

16 November 2022 | By Sharon McCloskey

Watch this exclusive interview with Sharon McCloskey, Vice President of Customer Experience at Dallas Fort Worth International Airport.

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In conversation with Tom Stevens, Former Chief Customer Officer and Director of Brand and Customer Experience, British Airways

15 November 2022 | By Holly Miles, Tom Stevens

Watch this exclusive interview which took place in Las Vegas at Future Travel Experience Global 2022.

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A new era of air travel and passengers at Athens Airport

15 November 2022 | By Ioanna Papadopoulou

For Issue 5 2022, International Airport Review’s Editorial Assistant, Lily Mae Pacey sat down with Ioanna Papadopoulou, Director, Communications & Marketing at Athens International Airport, at Routes Europe 2022. She outlined how the airport plans to accommodate the rise of a new passenger type and expand further into new route markets.

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What is the future airport experience? Dimitri Coll, ACI World

14 November 2022 | By Dimitri Coll | Head ASQ | ACI World

Watch this exclusive voxpop with Dimitri Coll at ACI World Customer Experience Expo 2022 in Krakow, Poland.

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Dubai Customs prepared for FIFA World Cup Qatar 2022

14 November 2022 | By International Airport Review

In preparation for the FIFA World Cup Qatar 2022, Dubai Customs has completed all preparations for passengers and air cargo at Al Maktoum International Airport and Dubai Logistics City.

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Data Privacy vs Personalisation for Airports

11 November 2022 | By Rezcomm

We discuss how airports can strike the right balance of offering a personalised experience without breaching passengers’ privacy.

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Linda Schucroft, Director, Innovation at YVR discusses biggest opportunities for airports

10 November 2022 | By Holly Miles, Linda Schucroft

At Future Travel Experience Global 2022 in Las Vegas we asked Linda Schucroft, Director, Innovation at Vancouver Airport Authority, the question: "What is the biggest opportunity for airports right now?"

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Renovating Kansai International: The gateway to western Japan

10 November 2022 | By Tsuyoshi Emura

Tsuyoshi Emura, Executive Officer, General Manager of T1 Renovation PMO at Kansai Airports, tells International Airport Review about the project and what it is looking achieve.