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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

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.

news

Four new direct routes to launch from Ottawa in 2023

19 December 2022 | By International Airport Review

Non-stop daily flights between Ottawa and Boston, New York-Newark, Quebec City and Thunder Bay will commence from Spring 2023.

news

Sydney Airport reveals new, luxury precinct

19 December 2022 | By International Airport Review

Sydney Airport has launched its new luxury precinct, which is home to Louis Vuitton’s first retail travel store in the southern hemisphere.

video

In conversation with Brian Cobb, CVG at IAR Summit 2022

19 December 2022 | By Brian Cobb

Watch this exclusive interview at the International Airport Review Summit 2022, where we caught up with Brian Cobb, Chief Innovation Officer at Cincinnati International Airport.

article

In the hotseat with Phil Forster, Teesside International Airport

19 December 2022 | By

For Issue 6 2022, Phil Forster, Managing Director, Teesside International Airport, answers our quick-fire questions on the future of his airport.

video

In conversation with Ivan Bassato, Chief Aviation Officer at Aeroporti di Roma

16 December 2022 | By Ivan Bassato

Watch this exclusive interview which took place at the ACI World Customer Innovation Summit in Krakow, Poland.

video

The experience economy has arrived at airports: Zurich Airport

16 December 2022 | By Holly Miles, Nico Castagna

Watch this exclusive interview with the Head Customer Experience & Digital Design at Zurich Airport.

article

In-Depth Focus…Digital Transformation

15 December 2022 | By International Airport Review

International Airport Review’s In-Depth Focus on digital transformation is now available to download!

video

In conversation with Robson Freitas, BH Airport

15 December 2022 | By Holly Miles, Robson Freitas

Watch this exclusive interview with Robson Freitas, Head of Operations, Security and Emergency, BH Airport at ACI World Customer Experience Summit 2022.

news

Mumbai Airport launches ‘FASTag Car Park’

15 December 2022 | By International Airport Review

Mumbai International Airport has scaled up its Multilevel Car Parking with a FASTag solution, which aims to provide an increased seamless passenger experience.

video

Conversations with a CEO: Blaise Diagne International Airport

15 December 2022 | By Askin Demir, Holly Miles

Watch this exclusive interview with the CEO of Blaise Diagne Airport.

video

Voxpop with David Wilson: Passenger experience highlight

15 December 2022 | By David Wilson

Airport leaders are a discerning audience when it comes to travel. We caught up with David Wilson, Managing Partner of daa International to hear what his personal passenger experience highlight for this year was.

news

JFK T4 announces launch of new passengers services

14 December 2022 | By International Airport Review

Operator of John F. Kennedy International Airport Terminal 4, JFKIAT, has launched new passenger services to ensure the travel experience is as seamless as possible.

news

DEN expands available bag drop services

13 December 2022 | By International Airport Review

Denver International Airport has launched a pilot programme for passengers to pre-book checked luggage before arriving at one of two bag drop locations.

video

In conversation with Paul Puopolo, Executive Vice President of Innovation, Dallas Fort Worth International Airport (DFW)

13 December 2022 | By Holly Miles, Paul Puopolo

Watch this exclusive interview with the Executive Vice President of Innovation.

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Passenger Experience