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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

First wave of airport speakers announced for International Airport Summit 2024

5 August 2024 | By International Airport Review

We are thrilled to announce a stellar line-up for the International Airport Summit 2024.

article

Creating an Easy Airport experience for passengers and employees at Aeroportos Uruguay

1 August 2024 | By Federico Cabrera

In this interview with Federico Cabrera, the Airport Operations and Customer Experience Manager at Aeropuertos Uruguay, he sheds light on how the airport has navigated the challenges brought about by the COVID-19 pandemic and how it continues to enhance the airport experience for both passengers and employees.

article

Meet DoraBot: Elevating the traveller experience at El Dorado

30 July 2024 | By Daniel Beltrán, Juan David Micolta, Luis Soto

El Dorado International Airport has revolutionised the experience of its passengers by introducing ‘DoraBot’, a new artificial intelligence (AI) powered virtual assistant that offers personalised attention throughout travellers' journeys. Luis Soto, Daniel Beltrán and Juan David Micolta explain more for International Airport Review.

news

In the bag – quicker security checks at London Luton Airport

29 July 2024 | By Emily Budgen

London Luton Airport (LLA) have revolutionised their security by introducing new CT scanner technology for passengers.

news

LAX train expected to be in service from January 2026

29 July 2024 | By Emily Budgen

A new train at Los Angeles Airport (LAX) is set to begin service for passengers and airport staff in January 2026.

news

72% of airline and airport staff have faced abuse

25 July 2024 | By Emily Budgen

New statistics unveiled by IBS Software have revealed that 72% of airline and airport staff have faced abuse after travel disruption.

video

The year of reclaiming titles: Toronto Pearson International Airport

24 July 2024 | By Deborah Flint

Watch this exclusive interview with the CEO of Toronto Pearson International Airport.

news

Turkish Airlines showcases new luxury suites at Farnborough

23 July 2024 | By Emily Budgen

Turkish Airlines have showcased a new luxury suite at Farnborough Airshow in Hampshire this week.

article

‘Gold route service,’ luxury travel experience at BIA

23 July 2024 | By Sumith de Silva

For International Airport Review, Dr Sumith de Silva, Head of Marketing and Corporate Communications at Airport and Aviation Services (Sri Lanka), details how Bandaranaike International Airport’s ‘Gold Route’ service is elevating the airport experience for the luxury traveller.

article

Increasing air routes to Halifax, Canada

22 July 2024 | By Christopher de Man

International Airport Review spoke to Christopher de Man, Director, Air Service, at Halifax International Airport Authority, at Routes Americas 2024, to discover what 2024 holds in store for the airport.

news

Etihad Airways launches its early autumn deals

16 July 2024 | By Emily Budgen

Etihad Airways has launched some discounted deals for early autumn travel, responding to customer demand for their routes.

news

PIT announces 15 stores and restaurants in new terminal

15 July 2024 | By Emily Budgen

Pittsburgh International Airport (PIT) is set to open their new terminal and have announced fifteen new restaurants and shops for travellers.

article

Integrating emerging technologies into airport operations

15 July 2024 | By Alessandro Fidato

Alessandro Fidato, Chief Operating Officer of SEA Milan Airports, explains how new technologies, like smart security, biometrics, and self-service, are providing seamless passenger experiences by reducing waiting times and empowering passengers to be in control of their own journey.

news

Finnair reveals new spacious Schengen Lounge in Helsinki Airport

12 July 2024 | By Emily Budgen

Finnair have unveiled their new spacious and comfortable Schengen Lounge in Helsinki Airport, now open for customers.

news

Heathrow launches live music stage at Terminal 5

10 July 2024 | By Emily Budgen

London Heathrow Airport (LHR) has launched their 'Heathrow Introducing' scheme in Terminal 5 to showcase local musical talent.

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Passenger Experience