Top 10 airport passenger experience initiatives from 2023

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. International Airport Review has compiled a list of 10 passenger experiences from airports around the world from 2023 that have shown true innovation, customer-centric values and ‘wow factor’ with many world-firsts. The list is in no particular order.

Aena’s ‘Feel the Rhythm’ summer of dance

Exuberant scenes took place at Aena’s airports this summer with their ‘Feel the Rhythm’ campaign. Barcelona International Airport was suddenly filled with funky beats and some very talented dancers took to the floor breakdancing and throwing shapes. Passengers were quick to form a crowd, filming the experience with their phones and grooving to the beat.

The carnival atmosphere was incredible and what better way to kick-start your summer holiday than getting those endorphins flowing by dancing to loud music? Who knew an airport could create a dance floor!

Edmonton International Airport relaunched its music programme

To appeal to their people, Edmonton International Airport (YEG) welcomed back a well-known live music programme, with a new and improved sense of community. 

YEG’s Live Music Programme is intended to assist emerging musicians by offering a venue for them to showcase their music at the airport and through the airport’s social media channels. The programme has been and will continue to be a celebration of the arts in the region.

High-rope course at Munich Airport

The high-rope course returned to the Munich Airport Center this summer. CREDIT: MUNICH AIRPORT

During the 2023 summer holidays, climbing enthusiasts had the opportunity to test their personal limits at dizzying heights in the Munich Airport Center (MAC). Experienced climbers and newbies alike got to try out new challenges between  07 August and 30 August 2023, when the MAC Forum will play host to a high-rope course specially designed for the airport. Experienced trainers will be at hand to provide instructions and the safety equipment required to use the various climbing stations, which span a height of 15 meters and a width of 23 meters. A two-hour climbing session costs EUR 9 for adults aged 15 and over and EUR 7 for children up to the age of 14.

Bahrain International Airport free city tours

Transit passengers travelling through Bahrain International Airport (BIA) are now able to experience the Kingdom’s rich culture and heritage while waiting for their connecting flights. It was announced by Gulf Air, Bahrain Airport Company, and Bahrain Tourism and Exhibitions Authority that from 05 July 2023, passengers with layover ranging from five to 24 hours can now avail of a free city tour, taking in Bahrain’s landmarks and historical hotspots.

Changi Airport entered the Metaverse

Changi Airport Group (CAG) unveiled the Roblox metaverse ChangiVerse in April this year. This innovative virtual world will take users all across Changi airport to explore and engage with the space – offering users who haven’t visited the airport to opportunity to do so. The airport was the first in the world to create a virtual world on Roblox, a wildly popular game that attracts a monthly-engagement of 200 million users. 

Developed in collaboration with Accenture, this expansion of the Changi experience complements the physical realm by putting a playful twist on notable sights, such as Jewel Changi Airport (Jewel), the distinctive Changi control tower, outdoor dinosaur display attraction Jurassic Mile, a plane hangar, and more.

Players can look forward to a variety of mini games which emulate the airport experience, such as check-in and baggage claim. The core game of ChangiVerse is the Changi Kart racing game, where the top racer each month from now till September 2023 stands to win a pair of air tickets. As they progress through the game, players can level up and unlock new areas and items, such as ChangiVerse-exclusive wearables for their digital avatar.

Berlin Brandenburg launches BER Traveller

Traveller accessing security checkpoint. CREDIT: FBB

In June 2023, Berlin Brandenburg Airport (BER) introduced BER Traveller, a digital facial recognition service of biometric access control for select airlines. Lufthansa Group Airlines Lufthansa, SWISS, Austrian Airlines, Brussels Airlines and Eurowings’ HON Circle Members and Senators can now enjoy the new service at BER. Previously, they had to show their boarding pass to get to the security control’s priority lane, but his is now no longer necessary.

Convenient and easy, these passengers now have fast access to the priority security control via a separate lane using facial recognition. The only requirement is a one-time registration of their biometric data in the service provider’s app, FastID. They will receive an invitation via email from their airline.

The use of the new biometric service is completely voluntary. Personal and biometric data is stored decentrally in the passenger’s app. Passengers who have registered in the app decide again before each journey whether they want to use the service for the next flight. Only then will the data (flight data and biometric identifiers) and the photos taken later at the airport be transmitted in encrypted form to FastID for comparison. After the flight, the data is deleted from FastID and remains solely in the passenger’s app. Passengers have full control over the data in the app and can delete it completely at any time.

Hong Kong Airport opens first autonomous store

Hong Kong Airport’s new autonomous store, travelwell. CREDIT: HONG KONG AIRPORT AUTHORITY

In May 2023, Hong Kong International Airport (HKIA) unveiled an autonomous convenience store, travelwell, which offers instant grab-and-go purchases. Passengers can chose from a range of products and only need to tap their credit card at the entrance before making their way around the monitored store to pick up a selection of packaged food, beverages, souvenirs and travel essentials. Using IoT sensing technology, the store tracks customers’ movements and shopping patterns, automatically detecting the items they select and eliminating the need for checkout queues. When they’re ready to leave, the sensor will detect the items they’ve purchased, and their credit card will be charged accordingly. Passengers can then print a receipt, if required, at the store’s exit gate.

First airport second-hand store in Helsinki Airport

Finavia and the Finnish family firm Relove are bringing a unique second-hand concept store to Helsinki Airport. Credit: Finavia.

Finavia has partnered with Finnish family firm Relove to establish a unique and fashionable second-hand concept store to Helsinki Airport. It is a first of its kind in the whole world, and will combine aspects of recycling culture with a popular café to further the airport’s commitment to sustainability. 

Perth Airport offer passengers a beauty fix with new salon

The new beauty outlet opening at Perth Airport. Credit: Perth Airport.

Perth Airport opened a brand-new beauty salon at Terminal 4, Ayre Hair. The service offers travellers looking for a quick beauty fix premium blow waves, barber services as well as beauty, nails and massages. It is part of the airport’s broader initative to diversify and enhance passenger experience. 

A service menu is listed online which range in time from 10 to 45 minutes. Customers can design the pamper session and journey that works for them, with the time they have, or speak to a consultant at the store to curate services, to fit around their flight. With Terminal 3 Domestic/International next door, there is also the option for massage and wellness services before or after a long-haul flight.

MIA resumes rehearsal tours for children with special needs

MIAair tour participants meet an American Airlines flight captain. Credit: MIA.

In April 2023, Miami International Airport hosted its first MIA Airport Instruction and Readiness (MIAair) tour since 2019 for more than 40 children with special needs. The tour allowed participants to walk through the airport travel experience from start to finish in a safe and controlled environment. 

The children, accompanied by their teachers or guardians, practiced entering the airport, getting boarding passes, going through security, and boarding an American Airlines plane. The programme also served as a learning experience for airline and Transportation Security Administration workers at MIA. The goal of the MIAair programme is for anyone – regardless of their disability – to experience the magic and wonder of flight.

MIAair tour is just one of Miami Airport’s numerous initiatives that make up the MyMIAAccess Programme.