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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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Here’s what you missed at the International Airport Summit 2024

27 November 2024 | By International Airport Review

The International Airport Summit took place on 13-14 November in Amsterdam. In this article we highlight the takeaways from four key sessions across the two days.

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Eindhoven Airport neighbour day offers residents a behind-the-scenes look at airport operations

26 November 2024 | By Gabriel Higgins

Eindhoven Airport’s Neighbour Day welcomed over 1,000 residents, offering behind-the-scenes access to airport operations, interactive demonstrations, and family-friendly activities, showcasing the work of airport staff and partners.

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London Gatwick trials new smart stand technology

25 November 2024 | By Holly Miles

By enabling more efficient turn times, the smart stand is designed to enhance safety procedures, improve stand utilisation, maintain punctuality, and improve passenger experience.

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Passengers enjoy festive cheer at Denver Airport’s Santa’s Layover Lounge with food, drinks, and surprises

22 November 2024 | By Gabriel Higgins

Denver International Airport delights passengers with Santa’s Layover Lounge, a festive pop-up featuring holiday-themed food, drinks, surprise appearances, and a partnership with Make-A-Wish to spread holiday joy.

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Winners of the Airport Honour Awards 2024 announced!

22 November 2024 | By International Airport Review

Take a look to see who won the coveted Airport Honour Awards 2024, hosted by International Airport Review at the recent International Airport Summit in Amsterdam.

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Gen Z travellers have come of age, and airports are here for it

20 November 2024 | By Karen Mazurkewich

For Issue 3 2024, Karen Mazurkewich, Vice-President of Stakeholder Relations and Communications at Toronto Pearson International Airport (YYZ) described the shifts in global air travel that are taking place, driven by the rise of the tech-savvy, experience-seeking Gen Z.

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Frankfurt Airport introduces Short Connection Pass to speed up transfers and reduce passenger stress

19 November 2024 | By Gabriel Higgins

Frankfurt Airport has launched a Short Connection Pass to help passengers with tight transfers navigate security faster, reducing stress. The initiative, part of a pilot project, enhances the transfer experience.

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The Airport Industry Intelligence eReport 2024

18 November 2024 | By International Airport Review

Download this free eReport highlighting the greatest challenges to the airport sector.

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Making the travel experience more inclusive: understanding passengers with disabilities and how airports can help

18 November 2024 | By Waheedah Lawal Suleiman

Waheedah Lawal Suleiman writes about how airports have the potential to make travel easier and more enjoyable for people with disabilities. By prioritising accessibility, communication, and tailored support, airports can create truly inclusive travel experiences.

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Hong Kong International Airport maintains smooth operations amid Tropical Cyclone Toraji

14 November 2024 | By International Airport Review

Hong Kong International Airport has maintained smooth operations amid Tropical Cyclone Toraji, with minimal flight disruptions and additional support measures in place for passengers and staff.

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Toronto Pearson Airport unveils “Eras”-inspired display to welcome Taylor Swift fans

14 November 2024 | By International Airport Review

Toronto Pearson’s interactive “Eras”-inspired display, launched with Visit Mississauga, welcomes fans arriving for Taylor Swift’s concerts with immersive album-themed visuals in Terminal 1.

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AviAlliance acquires AGS Airports for £1.53 Billion

13 November 2024 | By International Airport Review

AviAlliance has acquired AGS Airports, which operates Aberdeen, Glasgow and Southampton airports, for £1.53 billion, with plans to enhance connectivity, passenger experience and sustainability in the UK’s growing air travel market.

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Airport Dimensions partners with SASCO to enhance lounge experiences at Vietnam’s airports

8 November 2024 | By

Airport Dimensions has partnered with SASCO to enhance Vietnam's airport lounges, starting with the Rose Lounge refurbishment, aiming to elevate passenger experiences across the region.

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Interview Spotlight: Borry Vrieling, Founder of eezeetags

6 November 2024 | By Borry Vrieling, Borry Vrieling | CEO | Eezeetags

eezeetags Founder, Borry Vrieling is a true label industry veteran, after employment at Avery Dennison he started his own company 13 years later, serving technical niche companies with identification solutions based on tags and labels. Eezeetags was born out of his drive to improve simplicity after a stressful self-tag experience.

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Le Petit Chef’s Immersive Dining Experience Comes to Changi Airport for a Limited Time

5 November 2024 | By Gabriel Higgins

Changi International Airport has announced that it will partner with Le Petit Chef’s multi-sensory dining experience, from 29 November 2024 to 30 April 2025.

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Passenger Experience