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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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Would you like to discover the world of TAV Technologies?

14 January 2025 | By TAV Technologies

Experience the future of airports with TAV Technologies—innovative solutions enhancing every step of your journey.

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CSMIA achieves Level 5 accreditation setting new standards in passenger experience

9 January 2025 | By Gabriel Higgins

Chhatrapati Shivaji Maharaj International Airport becomes the first in India to earn Level 5 accreditation, joining a select group of global leaders in passenger satisfaction.

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London Luton Airport unveils 2025 travel trends shaping UK holidaymakers’ journeys

8 January 2025 | By Gabriel Higgins

London Luton Airport's 2025 travel trends highlight the rise of AI-powered itineraries, family reunions, and nostalgia-driven trips, all set to define the next wave of travel.

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Inclusive airports: How Jersey Airport created a specialist team for assisted travel

8 January 2025 | By Ramsay Cudlipp, Sarah-Louise Stubbs

Ramsay Cudlipp, Airport Operations Manager and Sarah-Louise Stubbs, Head of Customer Operations at Jersey Airport, write about bringing the assisted travel service in-house and how it was given an overhaul.

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Saudi airports kick off world’s largest passenger flow tech rollout

7 January 2025 | By Siobhan Boyle - Veovo

Veovo, DTP and SAMI Advanced Electronics are providing passenger flow analytics with LiDAR to all Saudi Arabian airports to improve traveller journeys.

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The journey to the summit of airport experience

7 January 2025 | By Ramón Miró

Ahead of the International Airport Summit 2024 where he will be speaking, Ramón Miró, President & CEO, Quiport, shares how passenger experience, sustainability and technology are driving operational excellence at Quito Airport.

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Detroit Metro Airport to install smart parking management system to streamline parking for millions

6 January 2025 | By Holly Miles

The new smart parking management system will cut the time needed to find an available spot by up to 63%.

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At the airport, travellers crave transparency. Let’s give it to them

6 January 2025 | By Karen Mazurkewich

Karen Mazurkewich, Vice-President of Stakeholder Relations and Communications, Toronto Pearson International Airport explains how the airport is working to give passengers more transparency when it comes to flight disruption.

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Heathrow announces £2.3 billion accelerated investment plan to upgrade the airport

2 January 2025 | By Holly Miles

Heathrow's planned investments total £1.05 billion in the airport’s infrastructure in 2025, and an additional £1.29 billion to be invested in 2026 . 

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Enhancing the F&B and retail offering at Helsinki Airport

31 December 2024 | By

Nora Immonen, Vice President and Director of Commercial Services Business at Finavia answers some questions on Finavia’s strategy around F&B and retail, as well as challenges and opportunities for the year ahead.

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WestJet makes parents’ holiday dreams come true

24 December 2024 | By Holly Miles

Canada's friendliest airline asked children what they thought grown-ups wanted for Christmas, surprising more than 100 guests with gifts upon arrival.

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Glasgow Airport launches new AI-powered digital assistant

23 December 2024 | By Holly Miles

Glasgow Airport has launched an AI-powered digital assistant, enhancing passenger experience with real-time info and navigation. After a successful trial, it’s now fully operational, improving accessibility and reducing staff queries.

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How multiple airports shaped a tool to improve passenger experience

19 December 2024 | By Aviation Solutions

Developed with airports like Frankfurt, Hamad, Athens, and Schiphol, Travor is the multi-use-case passenger experience platform for airports.

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Navigating the turbulent skies: Insights from the Airport Executive Forum at the International Airport Summit 2024

17 December 2024 | By International Airport Review

The Airport Executive Forum keynote panel at the International Airport Summit 2024 provided a captivating glimpse into the multi-faceted world of airport leadership, examining the pressing challenges, emerging opportunities, and strategic imperatives shaping the aviation industry.

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Salvador Bahia Airport Wins Three Jatobá PR Awards for Blue Trip Initiative Supporting Autism Inclusion

17 December 2024 | By Gabriel Higgins

Salvador Bahia Airport's Blue Trip initiative wins three Jatobá PR Awards, promoting inclusion for children with autism, enhancing travel experiences and social autonomy.

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Passenger Experience