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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.

article

Re-humanising the airport experience

6 July 2022 | By Dimitri Coll | Head ASQ | ACI World

Dimitri Coll, Vice President Airport Customer Experience at ACI World, gives his analysis of passenger experience and argues that employees are a key component of this.

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LCY begins consultation on changes to existing planning permission

5 July 2022 | By International Airport Review

London City Airport has launched a 10-week public consultation to ensure the airport can meet passenger demand in the decade ahead.

article

Designing for all

4 July 2022 | By Darron Freegard, Emily O’Connell

Darron Freegard, Terminal Planning & Strategy Manager and Emily O’Connell, Customer Experience Manager at Perth Airport, speak to International Airport Review discussing the importance of providing an airport experience that is inclusive to all, as well as outlining their own achievements at the airport.

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BLR Airport reaches 250 million passenger milestone

1 July 2022 | By International Airport Review

Since the launch of Bangalore International Airport’s Opening Day, the airport as surpassed a significant milestone by crossing the 250 million passenger mark.

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ACI Europe’s Best Airport Award winners for 2022 revealed

1 July 2022 | By International Airport Review

ACI Europe has announced its annual winners for the Best Airport Awards 2022, which were characterised by how airports are recovering post-COVID-19 pandemic and sustainability-related achievements.

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Ostend-Bruges and Antwerp airports prepare for busy summer ahead

1 July 2022 | By International Airport Review

With a busy summer ahead, Ostend-Bruges and Antwerp airports have predicted they will see around 150,000 passengers travelling through the airports.

article

A message from our Editor: Join us live and in-person at International Airport Summit 2022

30 June 2022 | By International Airport Review

Find out why our Editor, Holly Miles, thinks that you should join us for International Airport Review's two-day flagship event, International Airport Summit, taking place from 19-20 October at Twickenham Stadium in London, UK – marking our return to in-person events for the first time since 2019!

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BLR Airport installs emergency oxygen generators

30 June 2022 | By International Airport Review

Bangalore International Airport has invested in 10 Emergency Oxygen Generators in order to provide life-saving support for both passengers and airport staff during medical emergencies.

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Heathrow CEO, John Holland-Kaye responds to CAA H7 Final Proposals

29 June 2022 | By International Airport Review

London Heathrow Airport’s CEO, John Holland-Kaye, explains why there is still time for the Civil Aviation Authority to invest in plans that encourages the aviation industry to unite and ensures passengers are put first.

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Mumbai Airport introduces ‘Integrated Security Check Points’

29 June 2022 | By International Airport Review

Mumbai International Airport has introduced unique ‘Integrated Security Check Points’ for all international and domestic passengers departing through Terminal 2.

video

Trends to watch in air travel this year: CEO of Bahrain International Airport

29 June 2022 | By Mohamed Albinfalah

Voxpop clip with the CEO of Bahrain International Airport on the trends to watch in air travel this year.

article

Emerging from the pandemic, our priorities remain at Phoenix Sky Harbor

28 June 2022 | By Chad Makovsky

Chad Makovsky, City of Phoenix Director of Aviation Services, talks through the ambitions of the city’s airport as passengers are steadily returning.

news

Mumbai Airport hosts fun-filled celebrations for passengers

27 June 2022 | By International Airport Review

Between 18-21 June 2022, Mumbai International Airport celebrated World Music Day, Father’s Day, and International Day of Yoga through a series of fun-filled activities for all its passengers.

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King Khalid Airport achieves ‘Most Improved Airport’ at Skytrax Awards

24 June 2022 | By International Airport Review

King Khalid International Airport has been awarded the accolade of 'Most Improved Airport' at the Skytrax 2022 World Airport Awards, for its efforts towards improving the passenger experience.

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Mumbai Airport features in top 10 of World’s Best Airport Skytrax Awards

23 June 2022 | By International Airport Review

Mumbai International Airport is one of the 'World’s Best Airport' by Skytrax World Airport Awards 2022 under the 20-30 million passenger category.

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Passenger Experience